atmosphere® multi-channel ivr and cloud routing sales …...proprietary and confidential. © 2018...
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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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Proprietary and confidential. © 2018 IntelePeer Cloud Communications, LLC. All rights reserved.
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!
Proprietary and confidential. © 2018 IntelePeer Cloud Communications, LLC. All rights reserved.
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
Proprietary and confidential. © 2018 IntelePeer Cloud Communications, LLC. All rights reserved.
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
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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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Atmosphere® Multi-Channel IVR
Create automated interactions and streamlined business
processes
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Atmosphere® Multi-Channel IVR
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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
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Atmosphere® Multi-Channel IVR
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
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Atmosphere® Multi-Channel IVR
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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Proprietary and confidential. © 2018 IntelePeer Cloud Communications, LLC. All rights reserved.
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
Proprietary and confidential. © 2018 IntelePeer Cloud Communications, LLC. All rights reserved.
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
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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
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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
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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.
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Atmosphere® Cloud Routing
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
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Atmosphere® Cloud Routing
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
Proprietary and confidential. © 2018 IntelePeer Cloud Communications, LLC. All rights reserved.
Atmosphere® Cloud Routing
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.
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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
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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
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Thanks for your order! You’ll have 6-pack abs in no time!
Proprietary and confidential. © 2018 IntelePeer Cloud Communications, LLC. All rights reserved.
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
Proprietary and confidential. © 2018 IntelePeer Cloud Communications, LLC. All rights reserved.
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
Proprietary and confidential. © 2018 IntelePeer Cloud Communications, LLC. All rights reserved.
Atmosphere® IVR & Cloud Routing Standard Reports
Selling Multi-Channel IVR and Cloud Routing
Proprietary and confidential. © 2018 IntelePeer Cloud Communications, LLC. All rights reserved.
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
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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
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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
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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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Proprietary and confidential. © 2018 IntelePeer Cloud Communications, LLC. All rights reserved.
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
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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
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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
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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
• Award-winning service for pre and post sales
vs. IntelePeer
Proprietary and confidential. © 2018 IntelePeer Cloud Communications, LLC. All rights reserved.
Competitors – Telcos with IVR & Routing offerings
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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
• Award-winning service for pre and post sales
vs. IntelePeer
Proprietary and confidential. © 2018 IntelePeer Cloud Communications, LLC. All rights reserved.
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
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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
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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.
Proprietary and confidential. © 2018 IntelePeer Cloud Communications, LLC. All rights reserved.
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)
www.IntelePeer.com
155 Bovet Rd, Suite 405 San Mateo, CA 94402
(650) 525-9200
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