Voyant Academy UCaaS Training Day 1

Day 1: Product and Sales
Welcome
1. AM Session
a. Introduction to UCaaS
b. UCaaS Product Details
i. Account-Level Features
ii. User Features
iii. Mobility Features
2. PM Session
a. Plans and Devices
b. UCaaS Selling Skills: Crafting Your Value
Proposition
c. UCaaS Selling Skills: Leading an Effective
Discovery Conversation

Day 2: Operations
Welcome
1. AM Session
a. Creating Sales Orders and Proposals and Orders
in Atlas
2. PM Session
a. Customizing the PBX in Your Customer Admin
Portal

Day 3: Customer Service
Welcome
1. AM Session
a. Phone Activation, Manual and Bulk
b. Installation Best Practices
2. PM Session
a. Troubleshooting Network Issues
b. Account Management and Customer Care

Team
Welcome
SALES
Dave Pruse
Director,
Business
Development
Janee O’Donnell
UCaaSSales
Manager
Melissa
Johnston
UCaaS Sales
Manager
Steve Jacklitch
UCaaS Sales
Manager
Justin Barth
Sales
Engineering
TRAINING
ONBOARDING
ACCOUNT
MANAGEMENT
Ryan Burns
Director
Client Relations
Bill Balvanz
Training
Specialist
Becky York
Account
Manager
Lisa Smyth
Account
Manager
Shannon Bruner
Onboarding

Private Label UCaaS Offering
Welcome

Overview of UCaaS
Unified Communications
as a Service

Define UCaaS
Introduction to UCaaS
Work Individually.
1.Define “Unified Communication as a
Service”.
2.List which communication services are
“unified”?
3.Review your answers with the table and
then share with the larger group.

How UCaaS Helps Businesses & Employees
Work as a Table
1.List as many benefits that UCaaS has for a
business and/or its employees.
2.Share with the larger group.

Market Opportunity

Open Landscape

Growth Drivers

Market Opportunity
1. Work as a Table and Discuss
a) In which verticals have you found success?
b) What is the optimal business size?
c) What are the business drivers?
d) What competition have you encountered?
e) If not won, why?

The Time Is Now
Work Individually
1. Identify 10 Business Conditions That Are
Signs It Is Time To Transition to Hosted UC
2.Review your answers with the table and
share with the larger group.

Antiquated Technology

End of Maintenance

No, or Limited IT Resources

Enhanced Business Processes

Predictable Costs

Op Ex > Cap Ex

Distributed Workforce

Customer-Centered

Multiple Locations

Upgrades Are Easy

Outages or NOT An Option

The Time Is NOT Now
Work Individually
1. Identify 3 Business Conditions That Are Signs
It Might Not Be the Right Time To Transition
to Hosted UC
2. Share with the larger group

Homegrown Solutions

New Contract

UCaaS Product Details and Plans
Account-Level, User and Mobility Features

Product and Packages
Value Prop, “Elevator Pitch”
Call Flow
LAN Assessment

UCaaS Demonstration
UCaaS Product Details

Feature Definition
Basic Auto Attendant An automated recording that answers the phone and provides a customized
message to callers, giving them a number of options on how to proceed – connect
to the operator, dial by name or extension, or connect to up to nine configurable
extensions (for example, “Dial 1 for Marketing, dial 2 for Sales,” and so on).
Call Control Allows users to control where their calls are directed (call forwarding, call park, call
transfer, etc.).
Corporate Directory A list of the system users networked for extension-to-extension calling.
Hunt Groups Allows users in a specified sub-group (Hunt Group) to handle incoming calls
received by an assigned phone number. Within the Customer Administration
Portal, company administrators can choose from “hunt” schemes, each of which
rings the specified phones in a different order or manner.
Music on Hold Enables company administrators to upload an audio file (a .wav file up to 1 MB
containing music, advertising, etc.) onto the system to be broadcast to parties
while on Call Park, Hold and Transfer Recall.
E911 Services Allows phones to process 911 emergency calls, and enables emergency services to
locate the geographic position of the caller.
Account-Level Features

Howe Law Case Profile
Work as a table and review the Howe Law Case
Profile.

Bridging Features to Benefits
1. Define the Account-Level Feature provided
in the middle column.
2. List the benefits in the right-hand column.
3. List a few open-ended questions you could
you ask that will lead you to share the
benefits.

User-Level Features
Feature Definition
Call Park Enables users to place a call on hold, and retrieve it from another station within the
system.
Call Return Enables users to call the last party that dialed in, whether or not the call was
answered. To call back the last party that called, the user dials *69 (the system
continuously stores the phone number of the last party that called).
Call Transfer Enables the transfer of a call to another number or extension.
Greetings Allows users to customize the greeting to be played when the line is busy or there is
no answer.
Hoteling Hoteling allows users to associate their phone service (phone number and caller ID)
with a host device other than their own. Hoteling users associate their profile with a
host device through the Voice Portal.
Call Forwarding
Always; Busy; No
Answer; Not
Reachable
Allows users to forward all incoming calls to a designated number; when the user’s
line is busy; when the user does not answer; or that user is unreachable (i.e., power
loss)

1. Work as a table and review the Howe Law
Case Profile on page 4.
2. Which User-Level Features provided in the
middle column.
3.List the benefits in the right-hand column.
4.List a few open-ended questions you could
benefits.

Collaboration

Collaboration Features
Feature Definition
Chat Allows users to instant message with coworkers through any of their communication
devices using a softphone or mobile client.
Presence Users can view their contact’s status to see whether they are available and willing to
communicate. Colored icons indicate whether a user is available, on a call or
unavailable.
Audio Conference with DID Included Audio Conference capabilities allow for meetings with participants using a
local dial-in number, conference access pin and a moderator pin.
Desktop Sharing Users can share their desktop or transfer a file in real time

Case Profile.
2. Which Collaboration Features provided in
the middle column.
benefits.

Mobility

Mobility Features
Feature Definition
Softphone Client
w/Corporate Directory
Allows users to receive and send calls from their business number on their
mobile device (e.g., without access to their desk phone).
Sequential Ring Enables users to define a list of phone numbers that ring sequentially when a
call comes in that meets the determined criteria.
Simultaneous Ring Enables users to have multiple phones ring simultaneously when a call comes
in that meets the determined criteria.
Fixed Mobile Convergence Seamless connectivity between fixed and wireless telecommunications
networks

Case Profile
2. Which Mobility Features provided in the
middle column.
benefits.

Primer Professional Premier
Includes basic features
for use in common
areas, such as
extension-to-extension
dialing and local calling.
Includes features
designed for the mobile
worker, such as
integrated mobility and
advanced call-handling
features.
Includes everything
the power user
needs, such as
collaboration tools,
integrated mobility
and advanced call-
handling features
Account Features
“Place, not a person”
User Features
“Desk-bound”
Collaboration &
Mobility Features
“Remote and Mobile
workers”
Plans, Devices, and Demo Kits
Plans and Packaging

UCaaS Sales Skills:
Value Proposition Workshop

UCaaS Sales Skills: Value Proposition Workshop

Crafting Your Value Propositions
Objective: 30-second, value-focused,
differentiating statement about your UCaaS
offering
1) Step 1: Who is your target customer (vertical or
market)?
2) Step 2: What solution (or alternative) are they
currently using (or how are they using it?)
3) Step 3: What value (for the end customer) will
your solution provide?
4) Step 4: What problems does it solve?
5) Step 5: What is unique of your UCaaS offer? Or
what is different about it?

Crafting Your Value Propositions
Bringing It All Together!
“For (1. target customers) …
who are dissatisfied with (2. current
alternative)
I have a solution that (3. provides value)
which means (4. key problem-solving
capability),
and that is better than/different from (5.
the difference).”
Share it with the group!

UCaaS Sales Skills:
Leading an Effective Discovery
Conversation

UCaaS Sales Skills: Discovery Conversation
Work as a Table
1.What is a Discovery Conversation?
2.What are the Goals?
3.What do you ask? (as it relates to UC, UC-
related services, etc.)
4.Why do you ask those questions?

Discovery Conversation Template
Work as a Table
1.Identify 3-5 questions
you hadn’t thought to
ask before.
2.What did you find
interesting?

UCaaS Sales Skills:
Call Flow Conversations

Work as a Table and Diagram How Calls Flow:
a.Into Howe Law
a.How Calls Flow Through Howe Law
a.How Calls Flow Out of Howe Law
Diagramming Call Flow

Call Flow Questions Template
UCaaS Sales Skills: Call Flow Conversations
Work as a Table
1.Identify 3-5 questions
you hadn’t thought to
ask before.
2.What did you find
interesting?

UCaaS Sales Skills:
Basic LAN Assessment

Is the Business’s Network Ready for a Hosted Solution?
UCaaS Selling Skills: Basic LAN Assessment
1. Identify 5 things to review in the client’s
prospect’s network (their LAN) to ensure it
can support their proposed UCaaS solution.
2. Review with your table and then with the
larger group.

Five Things to Review in a Client’s LAN
UCaaS Selling Skills: Basic LAN Assessment
Work Individually
1. Identify 5 things to review in the client’s
prospect’s network (their LAN) to ensure it
can support their proposed UCaaS solution.
2. Review with your table and then with the
larger group.

Day 1
Thank You
1.AM Session
a.Introduction to UCaaS
b.Voyant UCaaS Product Details
i. Account-Level Features
ii. User Features
iii.Collaboration Features
iv.Mobility Features
2.PM Session
a.Plans and Devices
b.Selling Skills: Crafting Your Value Prop
c.Pre-Sales Assessment

Day 2
Thank You
• AM Session
• Creating the Order in Atlas
• PM Session
• Customizing the PBX in Your Customer Admin
Portal

Voyant Academy UCaaS Training Day 1

Voyant Academy UCaaS Training Day 1

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