Hosted Voice & Hosted Contact Center. 2 How Are You Connecting With Customers? Consumers switched...
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Transcript of Hosted Voice & Hosted Contact Center. 2 How Are You Connecting With Customers? Consumers switched...
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How Are You Connecting With Customers?
Consumers switched brand or business due to poor customer service
66%
Consumers who switched said the brand could have done something to stop them
82%
Shoppers prefer live chat21%
Shoppers prefer telephone 23%
Shoppers prefer email54%Customers form their opinion about a company based on their call center
92%
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Business Challenges in Meeting Goals
1. Missing sales opportunities2. Business Continuity readiness3. Leveraging new technology
Enhancing the customer experience.
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Why Hosted Voice?
Gartner — IT Market Clock for Communications Services, 2013
Capital and personnel cost savings
Reduces risk of rapid technology
obsolescence
Modernize existing premises-based
telephone environment
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Reimagine Your Phone System
EarthLink Hosted Voice is a state-of-the-art, full featured phone system solution
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Hosted Voice — How We’re Different
Fully ManagedLocal area network
Desktop phones
FlexibilityMultiple access options with QoS
Hosted Contact Center
Premium options
Disaster RecoveryCall Routing
Mobile Communicator
Power over Ethernet
Battery Backup
Rapid OnboardingDedicated installation team
Customer support group
Administrators & end-user training
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How Customers Benefit
• High call quality• Improved client
service• Supports remote
employees• Obsolescence
avoidance• CAPEX savings
• Avoided large CAPEX
• Enhanced client experience
• Reduced costs 20%
• Improved call clarity
Our Customers case study page
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Business Impact Analysis
Assess the costs and benefits of EarthLink Hosted Voice:
How can your business benefit?Run the Business Impact Analysis Tool
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Make It Yours
Design a phone system that best meets your needs and budget.
✔ Choose access methods by location✔ Specify number of seats and service level for each seat✔ Create the service bundles desired✔ Select from a variety of IP phones✔ Enhance your phone system with optional services
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Select Your Service LevelChoose the service level based on your requirements:
Standard Bundle Standalone
• Deployed over EarthLink Complete MPLS or Internet Network
• Full Feature bundle of converged minutes, Toll Free and email
• Includes router, switch, POE and Battery Backup
• IP Phones provided• All 4 seat types• Virtual training• Supports Hosted Contact Center
• Deployed over your existing Network – Bring Your Own Access (BYOA)
• Basic bundle of 100 minutes of use per seat
• Router and switch as optional add-ons• IP Phones provided• Standard & Remote Worker seat types• Virtual training• Supports Hosted Contact Center
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Select Your Seat Type
Choose the seat type based on end user requirements:
Basic Seat Standard Seat Premium Seat Remote Worker Seat
For shared or public phones (no Voicemail)
For users who do not require communication outside of the office, mobile integration or call routing
For users who need advanced tools for productivity including mobile integration, more storage capacity for voicemail, fax & contacts
For individual users who work from home or any fixed location outside the office
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Take Your Office Anywhere
• Make any mobile device a business line
• View and click to dial your company contacts
• Maintain a single voicemail box with unified messaging
• Manage call routing and preferences from any PC or MAC
• Always be a local call away from your office
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Hosted Contact Center
Engage in more intelligent customer conversations.
Connect with your customers via email, chat, web, phone, or social media.
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Never Miss an Opportunity
Stay connected with your customers
Improve staff effectiveness
Simple to manage
Reduce costs
Technology to meet business goals
Guaranteed reliability and quality
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Why EarthLink?
EarthLink Hosted Contact Center integrated with EarthLink Hosted Voice on a private network to deliver….
Guaranteed voice quality Contact Center
awareness of staff member
availability
Guaranteed service
availability
So you can provide the best customer experience.
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Hosted Contact Center Service Levels
• Three levels of service for staff members• Fully integrated with EarthLink Hosted Voice
Standard Premium Platinum• Call routing• In & Outbound• Skills Based Routing• Monitoring• Call Recording• Reporting
• Standard +• Standard CRM Integration• Advanced Call Routing• Web Chat• Social Media Support• IVR support
• Premium +• Custom CRM integration• Workforce Management• Customer Feedback • Screen capture and
recording• Text to Speech• Speech Recognition
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Your Satisfaction is Our Priority
Installation Ongoing Customer Care & Repair
• Dedicated Project Manager• Site survey for all locations by
Field Engineers• Solution design modeled to meet
your business needs• Pre-installation visit by Field
Engineers to sites• Provisioning and testing by Field
Engineers• Training coordinated by Project
Manager
• Post-installation Support Team• Customer Care team• Technical Support team• Customer Resource Center• User guides, tutorial videos
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Training Tailored to Your Solution
Training Courses by Certified Instructors
• On-Site • Online
Self-Paced Online Training• Administrator Tutorial• End User Tutorial
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Reimagine Your Phone System
Let’s discuss further how your business can benefit from Hosted Voice and Hosted Contact Center.
How can your business benefit?
Run the Business Impact Analysis Tool
Staff effectiveness
Stay connected
Reliability & quality
Technology Reduce costs