Atmosphere® Multi-Channel IVR and Cloud Routing Sales …...Proprietary and confidential. © 2018...

Atmosphere® Multi-Channel IVR and Cloud Routing Sales Playbook

Proprietary and confidential. © 2018 IntelePeer Cloud Communications, LLC. All rights reserved.

Introduction

Atmosphere® Multi-Channel IVR

Atmosphere® Cloud Routing Features & Use Cases

Analytics & Reporting

Selling Atmosphere® Multi-Channel IVR and Cloud Routing

Competitive Differentiators

Resources

Table of Contents

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IntelePeer at a Glance

Our History

IntelePeer has been a stable and innovative leader in business communications since 2003

Average CSAT Score 4.75 out of 5

Rock-Solid Network 99.999% availability guarantee

Enterprise Focused Award-winning customer service

The Atmosphere® Communications Platform delivers

Ready-to-use, cloud-based, multi-channel business communications

Full API and extensibility

Advanced analytics

Touchless provisioning and automation

And enables our customers to

Deliver world-class communications experiences

Create more effective customer interactions

Improve business processes

We believe that business communications are meant for more than just simple interactions. It’s time to move beyond basic communications!


Multichannel communications integrated seamlessly into your customer experience and business workflows for a complete business communications experience

Atmosphere® Communications Platform as a Service

Messaging Voice Automation Analytics Applications APIs


Our Customers

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Covering every vertical with 1 million+ subscribers and 3,600+ customers

Healthcare & Pharma Financial Services Retail & Direct Response

Manufacturing

Education

Professional Services

Technology

Non-Profit

Consumer Goods


What makes IntelePeer the right choice?

Expert Support

Talk to a real person every time you call in for help. We’re here 24/7 to

quickly solve any issue, big or small!

Buildable Solutions

Use our communication building blocks to create better business

processes and customer experiences.

Rock-Solid Network

Enjoy high-quality calling and peace of mind with our resilient network and

disaster avoidance capabilities.

Dedicated Account Managers

Have one point of contact to guide you through the deployment process and

everything that comes after.

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Create automated interactions and streamlined business

processes



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Create self-service interactions specific to your business that enhance Customer Experience and reduce costs. Automate almost any business process and enable complete account management.

Multi-lingual Speech Recognition

CRM Integration Reporting & Analytics

Inbound / Outbound Voice & Text Notifications

Key Features

Audio Recording Inbound Agent Delivery



Appointment Reminders

Common Use Cases

Deliver a consistent Customer Experience with automated interactions

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Surveys and Polls Auto Attendant/Directory

After-Hours Answering Service



Customer Calls or Texts Automated System

1. Manage Account

Get Current Balance (ck or cc)

Read Balance from Accounting

Make Payment Enter Credit Card

2. Card Activation Enter Card Activate Card

3. Talk to Agent Send to ACD

Deliver a consistent Customer Experience with automated interactions

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Atmosphere® Multi-channel IVR

Benefits

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Perfect for

Enterprises and contact centers who want to:

Automate customer experience for self-service

Deflect calls to lower cost channels

Have access to an expert to design and manage interactions

Reduce costs while delivering exceptional customer care

Automate almost any business process with web integrations and APIs

Customize interactions to exact specifications

Direct access to professional voice talent

No need to keep IVR expertise on staff

Establish brand identity and create a tailored experience that allows customers to get the help they need without frustration


Professional Services billed @ $200/hour

Atmosphere® Multi-Channel IVR Pricing

Example: Atmosphere® Multi-Channel App for company with auto attendant, customer self-service & sales

50K minutes = $3,500 usage IVR 100K messages = $600 messages $500 maintenance TFN = $0.50 per line* Total = $4,600.50 Includes all features listed for usage and maintenance & support

Initial Setup

$ NRC = Custom setup, includes unlimited access to Standard Reports, 90-days free storage, and training

Monthly Fees

Initial Setup

IVR Usage

$0.07 per minute includes IntelePeer Toll-Free inbound/outbound to/from IVR logic and IntelePeer outbound transfers * Volume & term discounts available, Reseller price $0.035 per minute

SMS Usage Maintenance & Support

$0.003 per message applies to inbound/outbound messages on local numbers and Toll Free * Volume & term discounts available, Reseller price $0.003 per message $500/month includes system and software updates as released, consultative phone support, 24/7 tech support, standard Reporting, and voice recognition management. Also provides features such as: • Call recordings, reporting, voicemail listening (if applicable) • Self-service capabilities

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Pricing Overview


Broadcast Outbound IVR

$0.07 per minute includes IVR logic and IntelePeer Outbound and IntelePeer Inbound Transfer

Transcription

$750/month subscription for DIY unlimited access to platform

$0.45 per record CNAP in English

$0.55 per record CNAP filed in Spanish

$0.30 per voicemail/comment in English (up to 45 seconds)

Professional Services

$200 per hour for additional development or integration

Professional Voice Recording

$210 per hour English, French, Spanish – Additional languages available upon request for quote

Call Recording Usage

$0.015 per call

Call Monitoring Usage

$0.02 per minute

Storage

$20.00 per TB after unlimited complimentary 90-day storage

Additional Multi-channel IVR Pricing


Standardizing communications with Atmosphere® IVR

Over 25K US Locations + 10K International Locations

IVR distributes calls to the correct location or contact center, with options at the store level to hear information or speak to catering department; also includes loyalty program management

GUI for store managers to control store greeting, hours, and sandwich of the day

Corporate management receives customer interaction analytics to improve customer experience and ensure brand consistency

Will be implementing sentiment analysis and tonality

Customer Story – Fast Casual Restaurants

Future: Driving brand loyalty with SMS

Outbound notifications to customers with information and promotions

Improving customer interactions for one of the world’s largest franchise restaurants


Customer Story – Atmosphere® IVR

The Challenge

A network of over 500 family-owned farms in the Midwest

Wanted to upgrade their IVR because their existing one was not user-friendly or efficient

The IntelePeer Solution:

Using Atmosphere® IVR’s customizable call flows, they were able to create a solution that met the complexities of their business practices from ordering feed to reporting inventory and more

IntelePeer’s platform interfaces with their feed ordering system so that farmers can order feed directly through the IVR.

Since implementing Atmosphere® IVR, they have seen an overall improvement in customer experience and more uptime than what they had with previous provider

Atmosphere® Cloud Routing

Easily manage inbound call volumes and routing patterns across locations.



Atmosphere® Cloud Routing combines Enhanced Toll Free (ETF) with business-friendly features to create the next generation of communications management. Our single cloud-based service lets you control how calls are routed, down to the smallest detail.

Key Features

CRM Integration

Configurable Routing

Centralized Administration

Toll Free Number Management

Live Monitoring & Recording

Reporting & Analytics

Destination Unreachable



Easily change routing patterns depending on real-time call volumes, answering availability and overflow purposes. Ensure business continuity in the case of an outage or natural disaster by quickly routing calls from the affected phone system to another location remotely.

Customer Calls Sales Number

1. Northeast Round-Robin to Contact Center

Location 1, Location 2, Location 3, Location 1

2. Midwest Percentage

Allocation to Contact Center

50% Agent 1, 30% Agent 2, 20% Agent 3

3. Pacific Sequential to

Contact Center

Agent 1, if busy or no answer then Agent 2,

Agent 3

Follow

the Sun

Types of routing patterns available:

Geographical

Time of day

Round robin

Random percentage allocation

Percentage allocation

Sequential



Perfect for:

Benefits:

Easily route high volumes of calls between multiple contact centers

Ability to control calls at a detailed level

Route to DID, TFN, SIP, PBX Cloud or On-Premise—any destination

Make immediate changes to call routes as needed on the fly

See dashboards and metrics to quickly make informed real-time decisions

High volume direct response and marketing call centers that need to route calls

Enterprises and contact centers who want to add basic call routing with monitoring and reporting

Route inbound calls to the location that can best answer them while adjusting to changing demands and site outages on the fly.


Controlling calls across locations

> 100K direct response calls per month

Manages inbound calls for customer campaigns across its call center locations through multiple routing patterns that can be adjusted on the fly.

Measuring Campaign Performance

Company sends additional call information to Atmosphere® via API and uses analytics from the Atmosphere® platform, Company tracks ROI for their customers on revenue generated by Company’s agents.

SMS as an E-Commerce Channel

Unique SMS to support and close e-commerce transactions

Customer Story – Direct Marketing Enabling E-Commerce with Atmosphere® Cloud Routing and Messaging

Bots and Agents

E-Commerce Service

IntelePeer Voice

IntelePeer SMS

Mobile Phone

SMS API Cloud

Routing


How it flows

1. Customer sees an ad for 90-Second Abs on TV and sees the “Text BUY to 800-buy-some” at the end of the ad

2. Customer texts “BUY” to 800-buy-some

3. Bot replies with options for buying

4. Customer makes selection

5. Bot asks for shipping address

6. Customer provides address

7. Bot gives PayPal link for completing payment

8. Customer clicks link and makes payment through PayPal

9. Bot sends order confirmation email

Reply 1 for 90-Second Abs. Reply 2 for Thigh Master.

What is your shipping address?

Click here to pay http://bit.ly/12SD9sdm12

BUY

1 Main Street, Anywhere, CO, 12345

1

Thanks for your order! You’ll have 6-pack abs in no time!


Customer Story – Atmosphere® IVR + Cloud Routing

The Challenge:

A direct marketing firm specializing in customer care and political campaigns

Their internal system which has its own routing capabilities, could not handle the large volume of traffic that was coming in and they needed something more flexible and scalable.

IntelePeer Solution:

IntelePeer’s solution supports current traffic and can scale to easily meet their changing volume as they bring on customers. Calls are routed to their external call center or a third party provider based on time of day using Atmosphere® Cloud Routing application.

With a CRM integration, call flows are designed so that their customer don’t even know they have reached an IVR because there is no menu, it just transfers right to an agent.

Analytics & Reporting

Gain valuable insights with real-time analytics and historical reports


Atmosphere® Analytics & Reporting

Access detailed reporting:

Calls and messages

Sales and location performance

Call flow tracking

Calls answered and duration

And much more!

Integrate with CRM for even greater insights

Additional functionality to be delivered in 2018 includes more integrations with business analytics platforms, intuitive

dashboards, transcriptions, natural language process, sentiment analysis, and tonality

Make more informed decisions with actionable insights into customer interactions. Improve business processes, reduce costs, and create a better customer experience


Atmosphere® IVR & Cloud Routing Standard Reports

Selling Multi-Channel IVR and Cloud Routing


Require a custom solution and/or integrations

Need a provider to configure and implement their solution

Have an on-premises system in place now and need additional flexibility

Require carrier-grade reliability and redundancy

Want better customer service and support from their provider

Are looking for more functionality than a standard PBX

Atmosphere® Multi-Channel IVR and Cloud Routing is for Customers Who:

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Needs to automate business processes

Wants advanced customization options - create call flows specific to business needs

Wants front-end contact center functionality without a full contact center solution

Looking for a provider with Award-winning customer service and support

Toll Free and DID customers

Identifying a good prospect for IVR

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Customer Attributes Example Verticals

Retail

Customer Service

Consumer Goods

Direct Response

Pharmaceutical / Healthcare

Financial Services


Looking for an “Enhanced Toll-Free” solution – want to be able to manage routing of their toll free numbers

Large inbound usage

MSP (Managed Service Providers), VARs

BPO providers / customer related services

Toll Free and DID customers

Identifying a good prospect for Cloud Routing

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Ideal customer attributes Example Verticals

Technology

Direct Response

Retail

Consumer Goods

Pharmaceutical/Healthcare


Not enough agent support to handle incoming calls

Too many basic calls that should be handled by IVR (voice self-service)

Defined need for efficiency and proper support of incoming calls

Defined need for outbound communications (surveys, polls, emergency notifications, marketing, & sales)

Defined need for simple auto attendant

Customer has an active internal project with executive/director-level sponsorship

Indicators That Customer is Ready to Implement

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Funded implementation project

Clear and defined scope of work

Assigned project owner/manager

IT resource to implement any 3rd party integrations

Firm understanding of current infrastructure if integrations are needed

Key Requirements Customers Need for Qualification

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Competitive Differentiators


Why Customers Choose IntelePeer

We beat the competition because:

We offer a level of expert support, flexibility, agility, and customization not found anywhere else

Our dedicated Account Managers and Project Managers work with our customers to build advanced call flows that fit their needs and automate business processes. Customers are able to consult with our team of experts for a quick, efficient solution, up to a truly unique implementation. Because of our expertise and innovation, Frost & Sullivan recognized us with the 2017 Technology Enablement Leadership award.

We make it easy to manage business communications

Our Atmosphere® platform streamlines communications management and puts true control in our customers’ hands. From a single, cloud-based solution, customers get advanced features and customization options that allow for configuring call routes and flows with the utmost granularity.

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Why Customers Choose IntelePeer

We beat the competition because:

We provide nothing but award-winning customer service

Year after year, our Account Management and Support teams have been recognized for delivering superior customer service. Most recently, we were awarded with a Gold Stevie® for Customer Service Department of the Year in the American Business Awards. Our customers have 24/7/365 access to live agents who rapidly address and resolve issues.

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Enjoy the peace of mind that comes with our highly available, IP-based network that delivers carrier grade quality and ensures business continuity with redundant connectivity, network-based routing, and automatic failovers. Because Atmosphere® IVR and Atmosphere® Cloud Routing are integrated into our network, we make it easy for customers to add on services as needed.

We have a rock solid voice network


Competitors – CCaaS Providers

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3C Logic

8x8

Amazon Connect

Aspect

Avoxi

ConnectFirst

Five9

inContact

Nextiva

RingCentral (inContact white label)

Serenova

ShoreTel

Talkdesk

• Most offer drag and drop IVRs but don’t have the same level of

configuration that IntelePeer offers. We train customers to use our IVR builder and it’s easy enough for them to do on their own. In addition, we are there to create for them if requested.

• Professional services can get very expensive if any customization

or implementation is needed; both come standard with our solutions

• We offer a more cost-effective solution for customers that aren’t in need of a full CCaaS

• Award-winning service for pre and post sales

vs. IntelePeer


Competitors – IVR Builder/Platforms

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CallFire

Plum Voice

SmartAction

Twilio

Verascape

VoiceGuide

Voicent Communications

Voxco

• IntelePeer owns our voice network. IVR & Cloud Routing are

software services integrated into our network, making it easy to add them onto Voice Services, Cisco Spark/Meraki and on-premise PBX

• While very customizable, these competitive products require

development work and resources. We offer hands-on support for building call flows that are customized to customer business needs

• Award-winning service during pre and post sales

vs. IntelePeer


Competitors – Telcos with IVR & Routing offerings

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CenturyLink EZ Route

Level 3 IVR

West IVR

Windstream IVR & Enhanced TF

• IntelePeer is able to do more complex integrations to truly

automate business processes

• We offer hands-on support for building call flows that are customized to customer business needs

• Our routing is more than just Enhanced Toll Free – we offer call recording, call monitoring, detailed reporting and analytics, and CRM integration, audio prompts and queuing


vs. IntelePeer


Competitors – Telcos with IVR & Routing offerings

38

CenturyLink EZ Route

Level 3 IVR

West IVR

Windstream IVR & Enhanced TF

• IntelePeer software has been built in-house by our experts. Our

approach allows for faster response if issues arise and flexibility for modifications and enhancements.

• IntelePeer is able to do more complex integrations to truly automate business processes

• We offer hands-on support for building call flows that are customized to customer business needs

• Our routing is more than just Enhanced Toll Free – we offer call recording, call monitoring, detailed reporting and analytics, and CRM integration, audio prompts and queuing


vs. IntelePeer


Account Management

Project Management

Service Delivery

Customer Support

Customer Experience Team

Providing the best experience….

To aid customers in their journey with us, we

organize by customer-aligned teams

Touchless provisioning & automation gives us

staffing leverage

~100 new companies onboarded each month


24/7/365 US based Engineers who rapidly address and resolve issues

2017 Gold Stevie Award winner for Customer Service Department of the Year service

Consistently exceeding industry benchmarks for customer satisfaction (CSAT) scores

Real-time heat index to measure and score customer responses to proactively identify and address potential escalating issues.

Award-Winning Customer Support

REAL-TIME HEAT INDEX

Proactive issue monitoring

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3.6 Industry avg*

*Source: American Customer Satisfaction Index (ASCI) by Telecommunications sector

4.75 OUT OF 5 STARS

2017 YTD avg. score for trouble ticket response


45-Day Satisfaction Guarantee

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A True “Money Back” offer in the service agreement.

Clock starts when your service is activated, not when you sign our service agreement

If you’re not satisfied, simply notify us of cancellation and pay nothing

We are confident you’ll be satisfied with our service. But, if you’re not 100% delighted, you can cancel your contract within the first 45 days.


Resources

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Atmosphere® IVR Data Sheet

Atmosphere ® Cloud Routing Data Sheet

Atmosphere® Multi-Channel IVR & Cloud Routing Battlecard

Whitepaper: Improve Customer Experience with IVR

Whitepaper: How to Manage Inbound Calls across Locations (Cloud Routing)

https://www.intelepeer.com/wp-content/uploads/2018/04/Atmosphere_IVR_Datasheet.pdf

http://www.intelepeer.com/downloads/Atmosphere_Cloud_Routing_Datasheet.pdf

http://www.intelepeer.com/downloads/Atmosphere_IVR_Datasheet.pdf

http://www.intelepeer.com/downloads/Atmosphere_IVR_Datasheet.pdf

https://www.intelepeer.com/wp-content/uploads/2018/04/Atmosphere_Cloud_Routing_Datasheet.pdf

http://partnerportal.intelepeer.com/wp-content/uploads/Atmosphere_ContactCenter_Services_Battlecard.pdf






https://www.intelepeer.com/wp-content/uploads/2018/04/Improve_Customer_Experience_IVR_IntelePeer.pdf

https://www.intelepeer.com/wp-content/uploads/2018/04/Manage_Inbound_Calls_Cloud_Routing_IntelePeer.pdf

www.IntelePeer.com

155 Bovet Rd, Suite 405 San Mateo, CA 94402

(650) 525-9200

Partner Programs

[email protected]

https://www.linkedin.com/company/intelepeer/

https://www.facebook.com/IntelePeer/

https://twitter.com/IntelePeer

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