Clear Voice Product Training[1]

8/8/2019 Clear Voice Product Training[1]

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1

Clear Voice

Product Training

Serena BattenVoice Product Management

[email protected]

mailto:[email protected]




Training Agenda

Set-up & Analog Devices

Clear Voice Overview

e911, LNP & Activation

Extraordinary Features

Competitive Comparison

Best Practices



The Clear Voice Strategy

For Customers

Quality Residential Voice

Feature Rich Service

(Not Just Dialtone)

Portability Today

Mobility Tomorrow

For You

More Products to Sell

More Commission

More Reasons to talk with

customers

For Clear

Customer Loyalty

Reduce Pullbacks & Churn

Increase ARPU

De-commoditizeBroadband

Compete w/ Cable & DSL



Impact of Voice Sales

QtyNet-180

Add CountMRR (Sum)

AverageMRR

Ave. MRR w/o Voice

WiMAX CLEAR Voice (2) 1 0 $15.00


WiMAX Pick 2 Unli Home Internet (2) 5 5 $162.50

WiMAX Pick 2 Unl Mobile Internet (2) 3 2 $97.50

WiMAX Unlimited Mobile Internet (2) 1 1 $45.00

214 8 $450.00 $56.25 $38.13

Attainment 114.29% 137.60% 93.26%

Multiplier 1.30 1.50 0.90

Final Payout $955.50 $573.30

$382.20 higher due to Voice sales



Impact of Voice Sales

QtyNet-180

Add CountMRR (Sum)

AverageMRR

Ave. MRR w/o Voice



WiMAX CLEAR Voice (3) - No Contract 1 0 $24.38

WiMAX Pick 2 Unli Home Internet (2) 7 7 $227.50

WiMAX Pick 2 Unl Home Int (2) - No Cont 1 1 $24.38

WiMAX Pick 2 Unl Mobile Internet (2) 6 2 $195.00

21 10 $618.75 $61.88 $44.69

Attainment 142.86% 151.36% 109.31%

Multiplier 1.50 1.70 1.20

Final Payout $1,249.50 $882.00

$367.50 higher due to Voice sales



What is Clear Voice?

A simple telephone serviceusing broadband instead ofan old-fashioned phone line

Clear Old Phone Company

Works with Regular Analog Phones Yes Yes

Unlimited Local Calling Yes Yes

Full Basic Feature Set & Free Voicemail Yes No

Advanced Features (web control, Find-Me, etc) Yes No

Remote Access Yes NoUnlimited Long Distance Yes No

Transmission Medium Broadband Copper

Minimal Fees & Taxes Yes - $2-6 mo. No - $12-16 mo.



Clear Voice Pricing (WiMAX)

• Voice Adaptor

Regular Price $50 -- Instant rebate $35 -- total cost $15

• ETF does not pro-rate down over time

Bundle Sale Add-On Sale

Clear Voice Pricing No-Contract Contract No-Contract Contract

Monthly Service Cost $25 $25 $25 $25

Activation Fee $0 $0 $10 $0Phone Adapter $15 $15 $15 $15

Early Termination Fee $0 $50 $0 $50



Quality of Service (QoS)

What is QoS?• Prioritizes voice traffic over data traffic to reduce

noise and other call interruptions

• With Clear Voice over a Clear connection, both

inbound and outboundvoice traffic are prioritized

• Pure play providers like Vonage, Packet8,Skype and magicJack can’t offer this quality

because they don’t control the broadbandconnection



Included & Required Equipment

In the Box• Voice Adapter

• Power Adapter

• Ethernet Cable

• Quick Start Guide

Requirements (Not Included)

• High-Speed Internet

• Telephone

• Preferably 5.8 Ghz Multistation

Linksys 2102 ATA

Ethernet Cable

Power CableQuick Start Guide



Recommend a 5.8 Ghz Multistation Cordless Phone

1. No interference from 2.4 phones

2. No reliance on inside wiring

3. Very cost effective

Recommend a Phone

VTech 5.8 GHz Cordless Phone w/ Caller ID & 2 Handsets - $25.00



Customer Setup – Basic Installation



Customer Setup

Clear Voice with a wireless router

The ATA should be connected directly to the Clear modem

• The wireless router should be connected to the LAN port on the ATA

• The phone will connect to the ATA

The ATA should be installed directly behind the modem.This allows voice traffic to have top priority and makestroubleshooting easier.



Fax & Analog Line Update

• Fax machines working across all markets• Analog Line Devices Working Including

– Credit Card Machines / DirecTV & Dish DVR

– Rule One: Use Ethernet First

– Requires “*99” Dial Prefix, then a “comma” or “pause”• No dedicated fax line

– Alarm Systems: NOT Recommended & NOT Supported



Local Number Portability• LNP can be ordered through

MyAccount, anytime

• A temporary number is provided whilethe port is processing

• Customer must read through and

agree to the Electronic Letter of Authorization (eLOA)• This is required to start the port• Must be completed in five days from port

order date or port will be cancelled

• On the port date, the temporary

number is removed and number isported in

• Porting takes an average of 10 days



Requirements & Limitations

Requirements• Existing Clear Broadband

• Analog Phone

Preferably a 5.8 GHz Multi-Station

Cordless• Minimum CINR ≥ 8

• Call quality and RF quality are directlyrelated. If our customer has poor wireless signal, they will have a poor voice experience.

• E911 must be available

Limitations• Clear Broadband• Power Required – will not work during

power outages without a backup power

solution• Dialing RestrictionsNo 900/976No inbound collect calls

• Wireless number porting available• Rate Centers must match



Still a Residential Product

We are missing some or all of the following business features• Second line on single ATA

• Multiple lines on multiple ATA’s

• Business Phones (IP Phones)

• 4-Digit extension dialing• Hunt groups

• Automatic Call Distribution

• IVR (Interactive Voice Response)

• White Pages Listings – Ported Numbers Retain Listing – Clear Numbers NOT Listed

Still works great for single user “Prosumer” or single user

business



Product Updates

Targeted for mid-2010 release:

• Multiple Lines

• Standalone Voice Product

• Multiple Rate Plans

• International Rate Plans

• Rate Center Flexibility for TN’s

• Premium & Vanity Numbers

• Port-in to Secondary Number

• Improved Feature Presentation in My Account

• White Pages Listing Support

• Caller-ID – CNAM Editing

• Inbound Electronic Fax Delivered to Email



Features

Ordinary Features

• Caller ID

• Call Waiting

• Call Forwarding

• Basic Voicemail

• Do Not Disturb

• 3-Way Calling

• E911 Compliance

• Local Number Portability

Extraordinary Features• Remote Management

• Advanced Call Forwarding

• Simultaneous Ring

• Voicemail to E-mail• Call Blocking

• Call Screening & Adv. DND

• Call Activity History

• Portability

• Secondary Phone Numbers

• Phone Number Management



Remote Management• Remote Management puts you in

control• Web based & easy to use

• Star codes are for old telephonecompanies

• Available from any web browser



Advanced Call Forwarding

• Pick Source Numbers

• Pick Destination Numbers

• Simultaneous or in Sequence

• Create Multiple Schedules

• Create Multiple Rules

• Edit from Anywhere



Do Not Disturb

Another Form of “Hide-Me”

Build Multiple DND Schedules

Schedule One-Time DND

The “Take A Nap” Feature



Call Screening

Advanced do-not-disturb• You control which calls go

straight to voicemail based onthe phone number

• Great for screening outtelemarketers

• Sometimes called

Mother-in-Law Feature

or

Find-me / Follow-me / Hide-me



Voicemail to EmailVoice-Mail In Your E-mail Box

Eliminate Multiple Voice-Mail Boxes

A.K.A. “Unified Messaging”

Treat Voice-Mail Like E-mail• Archive Voice-Mail Indefinitely

• Sort Voicemail by Party Instead of Date

• Forward Voice-Mail to Colleagues & Others with

Ease

Your Email Inbox

E-mail Voice Mail Fax *

*Electronic Fax Capability Coming Q1-10

Outlook

Outlook Express

Thunderbird



Call Activity History

Data updated every 15 min.

International & directoryassistance calls & pricing

View call detail records



Outbound Call Blocking

• Block international calls or block both international andlong distance



Manage Phone Numbers

Change my phone number.$9.99 fee & new number is random.

Purchase secondary inbound numbers

from any Clear voice market for $9.99mo.



Portability (Change 911 Address)

Customers can update their

911 address directlythrough their My Account.The form they use is thesame as that in the SalesOE.

It is the customer’s

responsibility to ensure theiraddress is correct at alltimes.

Move your phone anywhere

in Clear’s broadbandcoverage area



Competitive Position

@Home

Price $25/month $25/month $40/month $20/year

$40+/month

<500 min. +

taxes & fees

$10/month

with mobile

plan

$25+/month +

taxes & fees

Calling

Rates

Unlimited

local & LD

included; Low

internationalrates

Unlimited

local & LD

included; Low

internationalrates

Unlimited

local & LD

included

Unlimited

local & LD

included; pre-

pay forinternational

High per

minute rates +

overage; high

internationalrates

Unlimited

local & LD

included

High per

minute rates

for LD &

international

Features

Advanced

feature set;

Remote access

Advanced

feature set;

Remote access

Advanced

feature set;

Remote access

Limited

feature set;

Remote

access;

no LNP;

computerrequired

Limited

feature set;

changes done

on handset

Requires

mobile plan

&SIM card;

Limited

feature set

Features cost

extra; changes

done on

handset;

Limited

feature set

Network

Quality

QoS; business

stabilityBest effort

QoS; business

stabilityBest effort

Dropped calls,

echo, staticBest effort

Home and

business

stability

http://www.t-mobile.com/



Best Practices

• Know your product, know your competition• Get them talking

• Lead with the bundle

• Tell them about our great calling rates

• Sell them on our features

• Tell a success story

• Show them how to set it up and use features

• Follow up



Top Things to Remember

• Why is Clear better than Vonage, Skype & magicJack?• What should you point out about installing Voice?

• What should you ask a customer who has static on calls?

• What should you tell a customer about porting?

• How should a customer set up a fax machine with Voice?

• How about credit card machines?

• Name some best practices for selling Voice.

• What is the benefit of simultaneous ring?

• Voicemail to email?

• Do not disturb and call screening?



Thank You

Serena BattenVoice Product [email protected](425) 216-7615





35

Additional Information



36

Understanding the TerminologyVoIP Voice Over Internet

Protocol

Technology enabling the Internet as the transmission medium to send voice data in

packets over an IP network instead of the PSTN.

ATA Analog Telephone

Adapter

The device used to convert the voice signal from a standard telephone into IP packets.

e911 Enhanced 911 911 calls go to the PSAP with complete location information. This is why addressaccuracy is so important.

PSTN Public Switched

Telephone Network

Traditional circuit-switch phone network evolving from the days of Alexander GrahamBell. AKA, Plain Old Telephone Service (POTS).

PSAP Public SafetyAnswering Point

The physical location where 911 emergency calls are received and then routed to theproper emergency services.

RC Rate Center An area of common rates and telephone number groups defined by the ILEC’s.

ILEC Incumbent Local

Exchange Carrier

Seven local telephone companies created by the brake up of AT&T in 1983 by JudgeGreen. Consolidated to Qwest, Verizon, AT&T

CLECCompetitive Local

Exchange Carrier

New competitive telephone companies created after the telecommunications act of

1996.

QoS Quality of Service Method of prioritizing voice traffic on our network. A huge advantage for Clear vs. pure

play VoIP competitors, IE, Vonage & Vonabees

LNP Local Number

Portability

A process that allows consumers to change their telephone company without having to

change their telephone number.



Inside wiring

• Best option:multi-station cordlessphone system

• Clear does not offer

inside wiring services

• If the customerchooses, they can wiretheir home for multiplephone jacks – Hire a professional

– Make the modificationsthemselves

Network Interface Unit(NUI) – located on theoutside the customer’s

house

Disconnect all plugs and thoroughlycover the ends of each one withelectrical tape

Give the customer the Clear Voice Inside Wiring Guide



Simultaneous Ring• Simultaneous Ring

• Operates Like Find Me / Follow Me

• One Number per Person

• Power & Control

• Up to 10 numbers

Your Phone Number

(425) 555-1234

CELL PHONEPRIMARY

WORK PHONE HOTEL PHONE HOME OFFICE HOME



Features Sell (Simultaneous Ring)

The demo happens on the MyAccount Interface

and doesn’t require a telephone• Log into MyAccount – click on Features

• Click on advanced call forwarding – click on editrule

• Type the prospects cell phone number into rulescreen, save

• Call the Clear number and the customers phonewill ring, as if by magic



Features Sell (Voicemail to Email)This demo happens in Outlook and

doesn’t require a telephone• Log into Outlook

• Open and play a demo voicemailthat you recorded into the mailbox

prior…• Forward it to the prospect’s email in

three seconds

– <ctrl> F

– [email protected] – <alt> S

• Save voicemail forever

• Attach voicemail directly to Outlook

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Clear Voice Product Training[1]

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