Hosted Voice & Hosted Contact Center

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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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Hosted Contact Center Reporting & Dashboard• Over 100 Reports available!

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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