2 Objectives By the end of this training session you will… Understand why a customer would choose a Hosted Unified Communications solutionUnderstand why a customer should choose ANPI VIPUnderstand the consultative approach to selling ANPI VIPUnderstand the bundles and components of the serviceUnderstand the tools available to conduct effective sales callsBe ready to sell ANPI VIP!
4 Why Hosted Unified Communications Decreased Total Cost of OwnershipIncreased ProductivityIncreased ScalabilityVendor ConsolidationBusiness Continuity
5 Decreased Total Cost of Ownership Minimal capital expense requiredMaintenance includedIT resources can be allocated to core tasks and functionsBuilt in Business Continuity SolutionSimple, self service, intuitive web portal managementPredictable monthly fees
6 Increased Productivity Business Productivity features:Auto Attendants, Hunt GroupsUserProductivity features:Mobility, Collaboration, Unified MessagingHosted UCHosted IP PBXFax-to-Web CollabAudio/ Video ConfMobilityPresenceInstant Message - Will discuss productivity and the impacts that hosted voice features can have on:Business process and gains in efficiency by having more flexibly call routing options – removing geographical boundaries.End user productivity – ability for end users to stay connected form anywhere. Separate even from IT staff productivity, where IT resources can now be more productive and focus on their core responsibilities.
7 Scale with business demands Add incrementally or change service as business growsAlways provide the latest features and services- Will discuss how the term UC is used loosely in the market and can meet different things to different people – for our purposes, it includes many of the services shown here. As a customer grows – they know they are with a partner that can provide them with services to meet all of their communications needs. The list of features and products will increase over time – enabling existing customers to stay ahead with the latest UC technology.- Will discuss how a hosted model enables customer to better plan their expenses and understand additional costs as they grow and the true communications costs to add another employee.- Will discus how using a hosted provider ensure that they will have access to the latest features and services. These “upgrades” and enhancements are included as the platform evolves.
8 Vendor Consolidation Data Voice Toll Free Phone Equipment Long DistanceOthers…Will also poll the audience to see if they know of other that should be on this list:Equipment costs (break/fix bills)Equipment maintenance costs. Typically a PBX maintenance Agreement is X% of the cost of the system, billed annually.
9 Business ContinuityCloud based call routing protects customers’ offices from disasters (natural disaster, fire, flood, etc.)All features and services can be managed through a web portal – from anywhere.Auto Attendants, Hunt Groups, Integrated Mobility, Call Forwarding enable calls to be connected regardless of the situation.
10 How the service is delivered Can be delivered “over the top” as customers can provide their own broadband connection.Can be delivered over ANPI provided broadband services.Please revise as needed.
11 Hosted IP PBX Compatibility Speed Test should always be conducted on site due to unknown broadband connection configuration.Bandwidth Calculator will help guide and determine the optimal bandwidth required for customers call capacity.
12 Understanding the Customer’s Current Phone System Key SystemsUser selects an outgoing line to place a call. Other users in the office will see that the line is in-use.User answers an incoming call, can place the call on hold and another user can pick up that line.PBX Phone SystemConnects to the PSTN with trunk lines (PRIs, T1s or other form of broadband)Provides extension dialing, transferring, hunt groups, voice mail and many other features.IP PBXUse of packet switching.PBX that holds features remains at the customer location.Hosted IP PBXSame as IP IPBX but is not premise based. Features/functionality located in Service Provider’s cloud or data center.
14 Why ANPI VIP? More Features, More Services, More Innovation Fully integrated - Hosted IP PBX, Unified Messaging, Instant Messaging, Presence, Fax, Audio Conferencing, Web Collaboration, Desktop and PC clients, and moreFree unlimited local and long distance calling, International calling to 22 countriesCustomer Portal designed with users and administrators in mindNo Activation FeePowered by the leading technology innovators: Sonus and BroadSoft
15 How we measure up… ANPI Other hosted providers Hosted IP PBX Yes Unified MessagingProbablyAudio ConferencingMobile AppDoubtfulVideoChat and PresenceFax toWeb CollaborationFully IntegratedNo
16 What does the Offering Include? Chargeable ServicesIncluded ServicesUser/Seat PackageValue Added ServicesIP Phones/devicesLocal, Long Distance and International Calling to 22 countriesUsers own Local DID number with unlimited MOUMusic on Hold1 GB of Storage for each UserCustomer PortalAdministratorEnd UserActivation and Porting ServicesStandard PBX FeaturesBasic Auto Attendant
17 Customer Portals https://vip.anpi.com Administrator PortalEnd User PortalModify Auto Attendant, Hunt Group and location servicesReset users’ passwordsModify User Profile informationModify any user level features and servicesOrder services and view billingView Number Porting StatusManage feature settingsListen to voice mail messagesDownload applicationsAdd screenshot and URL -- will toggle to demo or portal – navigation. Portals will be used throughout module 2 and 3 for demos.
18 Value-Added Optional Services Virtual Phone Number (phone number without any services)Toll-free NumberVirtual ExtensionAdvanced Auto AttendantAudio ConferenceFax LineHosted FaxCall Recording
19 Set of features bundled together and assigned to a user What is a User Package or Seat?Set of features bundled together and assigned to a userDesigned for various user typesCan be mixed and matched across an account
20 1. 2. 3. User Package Options Feature Packs Full UC Seat Web collab Desktop sharingVideo sharingVIPremierUC ClientIncludes ChatIncludes PresenceIncludes MobilityVIProfessionalBasicPurpose built for Receptionists and Conferencing roomsVIPrecision
21 Ask the Right Questions Are there places in your office that have phones that are used by a variety of people?When a visitor needs to make a call is there a phone he/she can use?Do you ever have customers into your conference room?Would your admin be more productive if they could park/pick up calls from the copy room instead of going back and forth from their desk?Does the quality of the call from your conference room reflect well on your organization?
22 Phone Number (DID)Each user has a direct inward dial number (customers will refer to these as ‘direct lines.’)Caller ID can be set for outbound calls to either their direct line or the business main number.Great for customers with outside sales reps!
23 Voicemail to email Also referred to as ‘Unified Messaging’ Includes Voice Mail to deliveryMessages are stored in the Voice Portal and can be retrieved remotely15 MB of storage per mail boxOptions to forward all message as .wav files to‘Zero Out’ option to allow callers to escape to another destinationDestination can be any extensionDestination can be any 10-digit phone numberDemo options in the portal
24 Call Forwarding Call Forwarding Type Description Use case Call Forwarding AlwaysForwards all incoming callsForward all calls to a mobile phoneCall Forwarding BusyForwards calls when:- user is on the phone- user has DND enabledNeed a live answerCall Forwarding No AnswerForward calls when no answerCall Forwarding Not ReachableForwards calls when phone is not registeredBusiness Continuity! Customer is never down!Call Forward SelectiveForwards calls based upon Caller IDOnly forward to mobile if important client*FEATURE NOTE: Voice Mail will be left on forward to destination voice mail service.
25 Call Notify What it does Ask the right question Use case Allows a user to be notified by when specific calls matching pre-defined criteria are received. This criterion can be a list of up to 12 phone numbers, a specified time schedule, or a specified holiday schedule.Ask the right questionEver worried about missing an important call from a top customer?Use caseCustomer is waiting for a call back from a high priority client and wants to be notified via if they receive a call from that number.
26 Do Not Disturb What it does Allows a user to automatically forward all incoming calls to voic . If voice mail is not configured, the caller will hear a busy tone. It includes a Ring Reminder option.Ask the right questionDo you ever need to temporarily send all calls to voic ?Use caseUser is working on a busy project and doesn't want to be distracted.
27 Automatic Hold/Retrieve What it doesAllows a user to set a timer for recalling held calls.Ask the right questionDoes your receptionist receive a high volume of calls?Use caseReceptionist handles a number of calls at a time and wishes to receive a ring back if a caller has been on hold for a pre-set amount of time.
28 Automatic Call Back What it does Allows a user to monitor a busy caller and perform a call back when that caller is no longer busy.Ask the right questionDo you have a hard time reaching particular people in your company?Use caseA team of people are working on a project with tight deadlines and need answers quickly.
29 Speed Dial 100What it doesAllows a user to place a call by pressing a reduced number of keys on the dial pad instead of the entire phone number. Speed Dial 100 requires a 2 digit prefix.Ask the right questionDo you currently have a list of contacts in your Speed Dial?Use caseCustomer calls a specified list of phone numbers on a frequent basis - for example, a vendor list.
30 Other features: Call Return - return their most recently placed call Call Waiting – answer a second call when already on the first callCall Transfer - transfer a call to another userLast Number Redial – used to call back the last number your called
31 Shared Call Appearance Your line.Another ‘business’ line.Shared Call Appearance(scenario #1)What it doesAllows a user to share his/her line with another user. Once configured, the user can make and receive calls from the new line appearance.Use caseBusinesses that have multiple business under one roof… i.e. Real Estate/Title Company/Mortgage BrokerClarify messaging for key systems
32 Shared Call Appearance (scenario #2)Line 1Line 2Line 3What it doesAllows all users within the office to share lines, replicating a Key System.Use caseBusiness that require a key system environment.Clarify messaging for key systems
33 Busy line status of another user’s line. Your line.Busy Lamp FieldWhat it doesEnables users to view another users' 'busy' status from their phone. When configured, it is also a speed dial to that user.Use caseReceptionist wants to view who is on/off the phone before transferring a call.No limitations
34 Call Park/Call Retrieve What it doesAllows a user to park a call on an extension. The call can then be retrieved from another phone in the office.Ask the right questionWhat is the process for handling calls you receive on the main number?Use caseReceptionist receives a call, parks it on an available extension then makes a page announcement for the party that is called. “Parts – you have a call parked on extension 1234.”PARK:*68 + extension + #RETRIEVE:*88 + extension + #
35 Call Pickup TO PICKUP: *98 + ringing extension What it does Allows a user to pick up another user's ringing line.Use caseSmall team of workers can answer each others ringing lines.TO PICKUP:*98 + ringing extension
36 Direct to Voicemail transfer What it doesAllows a user to transfer a call directly to another user's voice mail.Ask the right questionHow do you handle calls if the user the person is calling for is busy?Use caseReceptionist does an assisted transfer and the person would prefer the caller is sent to voice mail.TO TRANSFER DIRECT TO VM:Transfer + *55 + extension
37 3- Way ConferencingWhat it doesAllows a user to conference a 3rd party in to an active call.Ask the right questionTell me about your conferencing needs.Use caseA user is speaking with a customer and has a question for their manager. They need to conference the manager in.
38 Mobility and Collaboration: Time to turn up the heat!One-Number serviceCall push/pullSoft clientsChatPresenceToggle to VIP Presence to demo client:- incoming call rings cell- chat- Presence- call from desktop client- call from mobile app (Reflector)
39 Simultaneous Ring Feature MobilityApp for iPhone and AndroidDesktop client for PCs and MacsIncludes chat and presenceAbility to place business calls from mobile phonePull and push calls between mobile and office deviceVIPresenceRings devices simultaneouslyBusy office workerSimultaneous Ring FeatureRings devices sequentiallySomeone that works out of multiple officesSequential RingPlace receive calls from mobile phoneAnywhere
40 Mobile ClarityMobility means different things to different businesses:Mobile workforce (outside sales, field technicians)Occasional work from home workersFull-Time work from home workersBusiness travelersUnderstand your customer’s definition of ‘mobile’ workers. Dig deeper.
41 Mobility: VIPresenceApp available for iPhone and Android / Desktop Client for PCs and MacsReceive calls on a mobile device or client softphoneNo-Answer goes to business voicPlace calls using business caller ID from mobile device or computerIncludes chat and presence functionality from mobile device and desktop clientIncludes corporate directory from mobile device
42 Mobility: Simultaneous Ring Ring up to 10 devices at one time. Voic Messages left at business VMAnswer Confirmation OptionsDEMOMobileHomeOffice
43 Mobility: Sequential Ring Ring up to 5 locations in addition to your office phoneVoic Messages left at business VMAnswer Confirmation OptionsDemoMobileHomeOffice
44 Mobility ScenariosScenario 1: “We have employees that work from home. How can we connect them to our business?” Scenario 2: “We have outside sales reps that are always giving out their personal phone numbers to customers. I want to protect my business.” Scenario 3: “We have 2 offices and some workers are constantly commuting back and forth between the two. What solutions go you have for these mobile workers?”
45 Collaboration Tools Desktop sharing Audio Conferencing VIPresence Presentation SharingPresenter Video SharingVIPresent NowDEMO:VIPresence Desktop: Desktop sharing and video conferenceWeb Collab: Desktop sharing
46 VIPresence Desktop Collaboration: Supported on Windows and iOS devices Includes:Desktop Sharing (one-to-one or group)Chat (one-to-one or group)PresenceAudio ConferencingVideo ConferencingCall control (transfer, three way calling)DEMO:VIPresence Desktop: Desktop sharing and video conferenceWeb Collab: Desktop sharing
47 VIPresent Now Collaboration: Access at: https://present.now.anpi.com Includes:Desktop and Application Sharing (one-to-one or group)On-Demand or scheduled meetingsIn meeting chat / Q&AAudio ConferencingIncludes15 users/session, usage charges apply for additional usersDEMO:VIPresence Desktop: Desktop sharing and video conferenceWeb Collab: Desktop sharing
48 Audio Conferencing Collaboration: Non-Overlapping Conferences 15 participants per conferenceUsage fees 1c /min/user/confIncludes local dial-in number, Conference Access # and Moderator PinOverage Charges of $2.99/user/conf for participants over 15 participants
49 IP Phones Polycom HD phones 10 options – each with a Power Supply or PoE optionSold separately from the seat packagesCan be mixed/matched with seat packagesThere are recommended seat/phone combosPhones can be installed at the customer’s home office and have E911 supported.335, 450 and 550 available…
50 Suggested VIPrecision Phones Polycom VVX300 w/ Expansion ModuleExpansion Module adds an additional 40 line programmable line keysUp to 3 expansion modules can be attached to an VVX phoneAvailable PoE (VVX 310)*ANPI – what about the VVX300 or 400? -- vvx w/side car image300 = 6 line keys
51 Suggested VIProfessional Phones Polycom VVX 40012 programmable line keysColor displayAlso compatible with theexpansion moduleAvailable PoE (VVX 410)
52 Suggested VIPremier Phones Polycom VVX 60016 programmable line keysColor Touchscreen DisplaySupport video calling with USB camera
53 Additional Phone Options SoundStation5000SoundStation6000VVX500SoundPoint 335, 450, and 550 are supported and sold, but are not the recommended ANPI VIP Phone
54 Account Level Features Module 3Account Level Features
55 Account Level Features Included with each accountAdd-OnsCompany Local DIDBasic Auto Attendant (1 level)1 Hunt Group for each UserMusic On Hold1 GB of Storage per PBXCorporate DirectoryLNP PortingNo Activation FeesVirtual ExtensionToll-Free NumberAdvanced Auto AttendantAudio Conferencing (excluding VIPremier User Packs)Fax LineHosted FaxCall RecordingValue Added Services and Location Level Features
56 ? Ask the right Questions What happens when someone calls your main number?How do calls to your sales reps get routed?Do you ever need to have incoming calls routed to another office?How would being able to route some calls to another office impact your business?Would freeing up your receptionist to do other things be helpful?Would balancing your calls evenly between Support Reps help with customer satisfaction?
57 Virtual Number: Main Number (local) - No porting costs- Unlimited inbound
58 Toll-Free Number Virtual Extension (includes call forwarding) Additional Virtual NumbersUsed for…Marketing in different geographiesRunning promotionsKeep existing numbers
59 Basic Auto AttendantUsed to route calls to extensions within an office, across office locations, Hunt Groups, external numbers **, remote users, other Auto Attendants, etc.Includes menu options for both Business and After Hours.Includes greeting options for both Business and After Hours.Multiple auto attendants can be assigned to a single location (one is include at no cost).Can be assigned a Holiday Schedule.WHITEBOARD – get volunteer.. Also portal demoDial a few numbers to hear auto attendant options – draw out on the board
60 Press 1 for the Dial by Name Directory Auto AttendantsPress 1 for the Dial by Name DirectoryMain NumberSales Hunt GroupPress 2 for SalesWHITEBOARD – get volunteer.. Also portal demoDial a few numbers to hear auto attendant options – draw out on the boardOptions can be configured for 0-9, * and # for both Business and After Hours.
61 Advanced Auto Attendants WHITEBOARD – get volunteer..-- BH plus AA **Advanced Auto Attendants
62 Routing Calls to remote users For after hours support, please press 1
63 Hunt Group Feature Overview Used to ring groups of users in a pre-determined pattern within or across locationsOne hunt group is included for each 3 user package purchasedCall Forwarding No Answer settings can be configured to route calls when no one answersEach hunt group is assigned a call distribution policy:Circular, Regular, Simultaneous, Uniform, WeightedWHITE BOARD – show some common set ups. Regular, Sim – individual in a hunt group vs. several users
64 Call Distribution Policies Simultaneous:Rings all the phones at the same timeRegular:Rings the phones one at a time, always starting with the same user and ringing in the same orderCircular:Rings the phones one at a time, always ringing the users in the same order. The order in which the users’ phones will ring begins with the individual that follows the last user who received a hunt group callUniform:Rings the user in the group who has been idle the longestWeighted :Administrators may choose to direct a certain percentage of calls to individual hunt group users. WHITE BOARD – Pizza shop example queue vs HG
65 Pilot Number Hunting Overview KellyToniGabeLeonScenarios…
66 Audio Conferencing Included with VIP Premier Non-Overlapping ConferencesIncludes local dial-in number, Conference Access # and Moderator Pin15 participants per conferenceUsage fees 1c /min/user/confOverage Charges of $2.99/user/conf for participants over 15
67 Business Continuity Tools Auto AttendantsRoute calls to another office location, remote users or hunt groupsHunt GroupsHunt to remote users, workers using mobility features, another office locationCall Forwarding Not ReachableRoute calls to another off-net device automatically if service is lostReview the BC tools that are available and example scenarios of how they could be sold/used.
69 Who to target? Companies with 20-99 employees Why: Robust offering designed for mid to large sized businesses with mobile workforcesSweet spot for hosted services – typically ‘cloud ready’Multi-location businessesEnables them to reach new marketsRemove geographical boundariesDeliver a unified solution across all office
70 The Phone Bill Pledge “I” “ANPI Sales Professional Promise to never lead by asking for the phone billsAnd if I doI understandThat my chances of selling a Hosted Voice AccountAre Basically Zero”The Pledge:“I,ANPI Sales ProfessionalWill promiseTo never lead by asking for the phone billsAnd if I doI understandThat my chances of selling a Hosted VoIP accountAre basically Zero.
71 Consultative Approach.. Upfront ContractNeeds AnalysisPresenting the solutionAddressing demo requestsProposal
72 Upfront Contract:Verbal agreement to be had at the beginning of your meeting so all parties understand how the meeting will go and what will warrant “next steps”…
73 Needs Analysis Used to determine customer requirements by: Asking probing questions about their businessMap the customer’s challenges to features to present valueSharing customer success storiesAsking specific questions regarding existing hardware, bandwidth requirements and user informationTOGGLE TO DECISION TREE DOCUMENTS / INTERACTIVE SESSION
74 PRACTICE PRACTICE PRACTICE! Sales PresentationWhen to use the Sales Presentation:After the Needs Analysis during a first appointmentOn a second meeting if you are presenting the solution to a larger audience‘How’ to use the Sales Presentation:Cover slides and content that are applicable to the customerFocus on the services that address their hot buttons!PRACTICE PRACTICE PRACTICE!
81 Objection #1: We can’t have all our services on the same connection because we can’t be down! StepAcknowledge“Making sure that you have services available is certainly important”Ask“What kind of redundancy do you have built into your current voice service?”Address“Well – our solution is actually more redundant and less impacted by an outage than your current PBX. Because it is cloud based, many of your voice services are never down. We can assist you with setting up Call Forwarding Not Reachable so everyone can receive calls even if your Internet connection is down. Also – your Auto Attendant will never be down – so customer can always reach that greeting. In fact that is one of the most significant benefits of a hosted solution”Advance“Does that address your concern? The redundant nature of hosted voice has been a source of peace of mind for many of our existing customers.”
82 Objection #2: Do you have a Trial Period Objection #2: Do you have a Trial Period? Can We get a Month to Month Contract?StepAcknowledge“Making sure the solution is right before committing to a long term contract is something many businesses do.”Ask“What would you evaluate during this trial period that would help you be comfortable signing a contract?”AddressThe “address” in this situation depends on their answer to the “Ask”. If they’re concerned with call quality do a demo call and talk about QoS, if they’re concerned with ease of use of the phones send them the “demo kit”, if they’re concerned about outages, share SLA information. As a LAST RESORT we DO have a 30 day satisfaction guarantee.Advance“Can you see from our (SLAs, recent test call, whatever we did to ADDRESS) that signing a 3 year contract to obtain the corresponding discounts makes sense?”
84 When to conduct a customer demo 1. Customer states it is a requirement before making a decision.Ask the customer what specifically they are looking to validate. Ensure you provide a demo that meets their needs.2. Your next meeting will include various types of users within the organization. They have asked for a presentation and demonstration.Find out who is attending and prepare use case stories to run through during the demonstration.
85 When to conduct a customer demo 3. Based on conversation, you feel that providing a demo at the next meeting will help to land the deal. Cues:“We had a bad experience with VoIP - we don’t know if the technology will even work.”“Our current solution is complicated – I’d like to see if this is easier to use.”“Our current system is very cumbersome to manage and only one resource even knows how to use it. Is this system easy to manage?”4. Competition has provided demos and you know VIP will crush it!
87 How to conduct a customer demo: VIP Presence for Desktop 1. Login to VIP Presence app on your computer.2. Tell a story that relates to their business: FOR EXAMPLE:“Mr. Customer, let’s say you are working on a design project with 3 other team members. You have a question about the images. You see that Joe is on the phone, so you send him a quick chat message. (send chat)Joe replies that he is stuck on a conference call but needs to confirm some things with Kelli. You suggest they meet in your MyRoom for a group chat. (click MyRoom and drag Joe and Kelli into your MyRoom.)To better communicate your questions on the images, you initiate a desktop sharing session. (click Desktop share).Joe replies that he is off of his conference call and can talk, so you escalate the chat to a call and tell Joe and Sue to call your Room. (Click the Call button to initiate the audio bridge).”Demo elements you have accomplished with a simple story: Presence, Chat, Desktop Sharing, and Audio Conferencing.