1. Hosted Voice & Hosted Contact Center
Slide 1 - Title

2. How Are You Connecting With Customers?
Consumers switched brand or business due to poor customer service
66%
21%
Shoppers prefer live chat
Consumers who switched said the brand could have done something to stop them
82%
23%
Shoppers prefer telephone
Does your business rely on the phone system to deliver customer service?
Are you delivering the type of support your customers want?
Customers are not loyal to brands or businesses that don’t meet their expectations for customer service, but would rather not switch if those levels were higher.
Are you supporting your customers through multiple channels in addition to phone? Including , chat and web?
Customers form their opinion about a company based on their call center
92%
54%
Shoppers prefer

3. Business Challenges in Meeting Goals
Missing sales opportunities
Business Continuity readiness
Leveraging new technology
Enhancing the customer experience.
Common business challenges around voice systems are noted here, and these need to align to the overarching business objective of enhancing the customer experience.

4. Why Hosted Voice? Capital and personnel cost savings
Reduces risk of rapid technology obsolescence
Modernize existing premises-based telephone environment
Industry Analyst Gartner recommends a Hosted Voice solution for a number of reasons.
Primarily – cost reduction, reduced technology obsolescence risk, and the modernization of your phone system
Gartner — IT Market Clock for Communications Services, 2013

5. Reimagine Your Phone System
EarthLink Hosted Voice is a state-of-the-art, full featured phone system solution
Hosted Voice sits on our private MPLS network which delivers high performance and security.
Connect your offices directly to the MPLS network or via an EarthLink Internet Connection.
Mobile Communicator enables your road warriors to connect to your voice network with any device via WiFi – either your private WiFi or public WiFi or though their cellular carrier. Regardless of the connection, the experience is the same as on the desk phone.

6. Hosted Voice Analog Service
All the benefits of an IP voice solution without buying new IP phones until you're ready. Use existing Internet connections, eliminating the need for local provider phone lines, dramatically decreasing operating expenses and simplifying management.

7. Hosted Voice — How We’re Different
Rapid Onboarding
Dedicated installation team
Customer support group
Implementation & Configuration
Administrators & end-user training
Flexibility
Multiple access options with QoS
Hosted Contact Center
Premium options
Bring your own broadband
Analog devices supported
Unlimited Local/Long Distance/Toll Free
Disaster Recovery
Call Routing
Mobile Communicator
Power over Ethernet
Battery Backup
Why choose a Hosted Voice Solution from EarthLink?
We make sure that your implementation is rapid and seamless with dedicated installation an support teams, and training tailored to you needs so you realize the productivity benefits quicker.
We proved a fully managed solution for the local area network and your IP desktop phones.
Hosted Voice include business continuity protection with the Call Routing feature and Mobile Communicator so that calls can be quickly rerouted to other locations or mobile devices.
Our solution is flexible regarding access options from DSL to Ethernet, so you can determine the best access economics for your business. All EarthLink MPLS access option provide Class of Service queuing to ensure that you voice traffic gets the highest priority and quality.
We also offer a number of premium options in including a Hosted Contact Center solution.
Fully Managed
Local area network
IP Desktop phones

8. How Customers Benefit Superior Customer Experience
Lower call abandonment
Shorter call durations
Costs aligned to seasonal demands
Call Center Agent productivity gains
High call quality
Improved client service
Supports remote employees
Obsolescence avoidance
CAPEX savings
Avoided large CAPEX
Enhanced client experience
Here are 3 case study examples of how EarthLink has help multi-location organizations lower costs, while improving call quality and enhancing the customer experience.
You can read more detail about these case studies on the “Our Customers page”
Our Customers case study page

9. Business Impact Analysis
Assess the costs and benefits of EarthLink Hosted Voice:
To help businesses like yours to justify the move to a Hosted Voice solution, we’ve worked with a third party consultant to develop a Business Impact Analysis Tool that helps you calculate the potential increase in revenues and productivity that your business should expect from a Hosted Voice Solution.
This tool also calculates cost savings, but many of customers have benefitted more from the revenue upsides that the cost reductions.
You can run this online model yourself by answering a minimum of 2 questions to get high level results based on industry averages, but the real value of this tool can be achieved in a consultative review using data that reflects as much of your actual detail as you care to input.
How can your business benefit? Run the Business Impact Analysis Tool

10. Make It Yours Choose access methods by location
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
Maintain Analog phones, fax machines, modems
Create the service bundles desired
Select from a variety of IP phones
Enhance your phone system with optional services
Choose access methods by location
DSL, T1, Ethernet or BYOB
Specify number of seats and service level for each seat
Create the service bundles desired
Converged minutes, toll-free, and more
Select from a variety of IP phones
Enhance your system with optional services
Hosted Contact Center, Auto-Attendant, Unified Fax

11. Select Your Service Level
Choose the service level based on your requirements:
Standard Bundle
Standalone
Deployed over EarthLink Complete MPLS or Internet Network
Unlimited local, long distance and Toll Free minutes
Includes router, switch, POE and Battery Backup
IP Phones provided
Four seat types – based on features
Virtual training
Salesforce.com integration
Supports Hosted Contact Center
Deployed over your existing Network – Bring Your Own Access (BYOA)
Basic bundle of 100 minutes of use per seat or unlimited local and long distance
Router and switch as optional add-ons
Standard & Remote Worker seat types
Maintain analog phones, fax, modems
NOTE to sales – please note these BUSINESS RULES:
Standard Bundle Service Level
EarthLink Complete Network customers must select Standard Bundle (standalone not available)
Standalone Service Level –
EarthLink Legacy network customers must select Standalone
Customers that want to bring their own access must select Standalone

12. Select Your Seat Type
Choose the seat type based on end user requirements:
Basic Seat
Analog Seat
Standard Seat
Premium Seat
Remote Worker Seat
For shared or public phones (no Voic )
For businesses that bring their own Internet access, maintain analog phones, and have cloud based voice features.
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 voic , fax, contacts and Salesforce.com integration
For individual users who work from home or any fixed location outside the office and need Salesforce.com.
Mix and match the number and types of seats you business requires based on the needs of your end users.

13. Take Your Office Anywhere
Make any mobile device a business line
View and click to dial your company contacts
Maintain a single voic box with unified messaging
Manage call routing and preferences from any PC or MAC
Always be a local call away from your office
Mobile Communicator is a feature that lets you connect your Desktop phone to any mobile device including your smartphone, tablets, PC or Mac. No worries about missing a call or it going to the wrong device.
You manage call routing and have access to all the Hosted Voice features. All calls are answered and received as though they were from your desktop, one number and one voice mailbox.
This feature comes standard with the Premium and Remote Worker seats.

14. Hosted Contact Center
Engage in more intelligent customer conversations.
Connect with your customers via , chat, web, phone, or social media.
The reframe: How to address the top issues?

15. Never Miss an Opportunity
Stay connected with your customers
Reduce costs
Improve staff effectiveness
Technology to meet business goals
Guaranteed reliability and quality
With an EarthLink Hosted Contact Center solution, you’ll never miss a sales opportunity or customer service interaction.
Simple to manage

16. Why EarthLink?
EarthLink Hosted Contact Center integrated with EarthLink Hosted Voice on a private network to deliver….
Guaranteed service availability
Guaranteed voice quality
Contact Center awareness of staff member availability
The Solution: Why EarthLink – differentiators
EarthLink Hosted Contact Center is fully integrated with EarthLink Hosted Voice service on a private network which is a key differentiator compared to on-premises and cloud-based solutions. EarthLink can guarantee the highest levels of availability and quality for this solution because theses services are on a single voice platform which rides over a private MPLS network.
We believe EarthLink offers the highest levels of SLAs for a Hosted contact solution: % for availability and 4.0 MOS for voice quality.
Because we integrate the voice and contact center services, our systems know when a staff member is on a phone call and unavailable to take a contact center call and then routes the contact center call to another available staff member. The technical term for this is “Line State Monitoring” but the key thing to know is that this is NOT possible when the voice and contact center services are on two different platforms and NOT integrated.
So you can provide the best customer experience.

17. 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
EarthLink Hosted Voice solution provides a feature-rich platform for customers that require Hosted Contact Center functionality. There are three types of service levels that are available, and each agent type has a distinct feature set which is described below. Features are broken up by categories in the document below, with a brief description for each agent type,
Standard Agents – Voice only interactions with basic call routing and call reporting.
Premium Agents – Multi-media interactions beyond simply voice, and IVR call routing to more intelligently route calls through the contact center.
Platinum Agents – All features included with Premium Agents, and additional modules including Work Force Management and other agent productivity tools.
Please note agent types cannot be mixed together, for example if Premium Agent features and functionality are required then all agents would have to be ordered as Premium Agents

18. Hosted Contact Center Reporting & Dashboard
Over 100 Reports available!

19. Your Satisfaction is Our Priority
Installation
Customer Care & Repair
Dedicated Project Manager
Field Engineers:
Site survey for all locations
Solution designs
Pre-installation visit
Provisioning and testing
Post-installation Support Team
Customer Care team
Technical Support team
Customer Resource Center
User guides, tutorial videos
Configuration and Implementation Services
Auto Attendant Configuration Service
Auto Attendant Professional Voice Recording Service
Auto Attendant Configuration Change Service
Hosted Voice Implementation Service
Post-Installation Configuration Change Service
As mention previously, we are passionate about getting you new phone system up and running quickly so you can reap the benefits quicker. We provide a dedicated Project manager an dour field engineers visit your locations before we model a solution and again as part of the installation process.
We also provide ongoing support and resources to help your end users enjoy the productivity benefits.
For customers that need help with configuration and implementation, , EarthLink offers 5 new services to chose from. Customer may also do their own configuration via the self service CommPortal.
Attendant Configuration Service - EarthLink will configure your business’ Auto Attendant Call Flows and Prompts, while you create your own voice recordings. The end result, a production ready Auto Attendant that enables you to conduct business.
Auto Attendant Professional Voice Recording Service - Combine Auto Attendant Configuration Service above with EarthLink’s Professional Voice Recording Service for a complete Auto Attendant solution. EarthLink delivers it all while you realize savings when combining the two services together.
Auto Attendant Configuration Change Service - EarthLink will make changes to existing Auto Attendant Call Flows and Prompts in an existing Auto Attendant menu tree.  Changes are eligible to be made even if you set up the original Auto Attendant.
Hosted Voice Implementation Service - Resource constrained? If so and to help you get up and running, EarthLink provides complete configuration of your Hosted Voice seats, lines and other related functions. This service may be combined with Auto Attendant services.
Post-Installation Configuration Change Service - EarthLink team functions as your Business Group Administrator (BGA) to implement requested configuration changes to your seats, lines and other related functions.

20. Training Tailored to Your Solution
Training Courses by Certified Instructors
On-Site
Online
Self-Paced Online Training
Administrator Tutorial
End User Tutorial
Any new phone system with new features and options can be a challenge for administrators and end users, and EarthLink provides training by our own internal team of Certified Instructors. This is offered at no additional cost to customers with over 30 seats at a single site or accounts with over 10 locations.
Self-paced online training is always available on the Hosted Voice Resource center site.

21. Reimagine Your Phone System
Let’s discuss further how your business can benefit from Hosted Voice and Hosted Contact Center.
Staff effectiveness
Stay connected
Reliability & quality
Technology
Reduce costs
In summary – Hosted Voice can offer the following benefits:
Increased Productivity
Increased Revenues
Business Continuity & Disaster Recovery Protection
Reduce Technology Risk
Reduce Costs