welcome to anpi vip training

Welcome to ANPI VIP Training

Confidential and Proprietary. Subject to Non-Disclosure Agreement.

Objectives

By the end of this training session you will…• Understand why a customer would choose a Hosted

Unified Communications solution

• Understand why a customer should choose ANPI VIP

• Understand the consultative approach to selling ANPI VIP

• Understand the bundles and components of the service

• Understand the tools available to conduct effective sales calls

• Be ready to sell ANPI VIP!


Hosted Unified Communications

Module 1


Why Hosted Unified Communications

Decreased Total Cost of Ownership

Increased Productivity

Increased Scalability

Vendor Consolidation

Business Continuity


Decreased Total Cost of Ownership

Minimal capital expense required

Maintenance included

IT resources can be allocated to core tasks and functions

Built in Business Continuity Solution

Simple, self service, intuitive web portal management

Predictable monthly fees


Increased Productivity

Business Productivity features:• Auto Attendants,

Hunt Groups

User

Productivity features:• Mobility, Collaboration,

Unified Messaging

Hosted UC

Hosted IP PBX

Fax-to- Email

Web Collab

Audio/ Video Conf

Mobility

Presence

Instant Message


Scale with business demands

Add incrementally or change service as business grows

Always provide the latest features and services


Vendor Consolidation

DataVoiceToll FreePhone EquipmentLong DistanceOthers…


Business Continuity

Cloud 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.


How the service is delivered

1. Can be delivered “over the top” as customers can provide their own broadband connection.

2. Can be delivered over ANPI provided broadband services.


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.

• http://www.anpi.com/support/

http://www.anpi.com/support/


Understanding the Customer’s Current Phone System

• Key Systems• User 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 System• Connects 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 PBX• Use of packet switching.

• PBX that holds features remains at the customer location.

• Provides extension dialing, transferring, hunt groups, voice mail and many other features.

• Hosted IP PBX• Same as IP IPBX but is not premise based. Features/functionality located in Service

Provider’s cloud or data center.


ANPI VIP

Module 2


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 more

• Free unlimited local and long distance calling, International calling to 22 countries

• Customer Portal designed with users and administrators in mind• No Activation Fee• Powered by the leading technology innovators: Sonus and BroadSoft


How we measure up…

ANPI Other hosted providers

Hosted IP PBX Yes Yes

Unified Messaging Yes Probably

Audio Conferencing Yes Probably

Mobile App Yes Doubtful

Video Yes Doubtful

Chat and Presence Yes Doubtful

Fax to Email Yes Doubtful

Web Collaboration Yes Doubtful

Fully Integrated Yes No


What does the Offering Include?

Chargeable Services Included Services

• User/Seat Package • Value Added Services

• IP Phones/devices

• Local, Long Distance and International Calling to 22 countries

• Users own Local DID number with unlimited MOU

• Music on Hold

• 1 GB of Storage for each User

• Customer Portal

• Administrator

• End User

• Activation and Porting Services

• Standard PBX Features

• Basic Auto Attendant


Customer Portalshttps://vip.anpi.com

Administrator Portal End User Portal

• Modify Auto Attendant, Hunt Group and location services

• Reset users’ passwords

• Modify User Profile information

• Modify any user level features and services

• Order services and view billing

• View Number Porting Status

• Manage feature settings

• Listen to voice mail messages

• Download applications

https://vip.anpi.com/


Value-Added Optional Services

• Virtual Phone Number (phone number without any services)

• Toll-free Number

• Virtual Extension

• Advanced Auto Attendant

• Audio Conference

• Fax Line

• Hosted Fax

• Call Recording


Can be mixed and matched across an account

Set of features bundled together and assigned to a user

Designed for various user types

What is a User Package or Seat?


Feature Packs

• Full UC Seat• Web collab• Desktop sharing• Video sharing

VIPremier

• UC Client• Includes Chat• Includes Presence• Includes Mobility

VIProfessional

• Basic• Purpose built for

Receptionists and Conferencing rooms

VIPrecision

User Package Options

1. 2. 3.


• 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?

Ask the Right Questions


VIPrecision

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!


VIPrecision

Voicemail to email• Also referred to as ‘Unified Messaging’

• Includes Voice Mail to email delivery

• Messages are stored in the Voice Portal and can be retrieved remotely

• 15 MB of storage per mail box

• Options to forward all message as .wav files to email

• ‘Zero Out’ option to allow callers to escape to another destination

• Destination can be any extension

• Destination can be any 10-digit phone number


VIPrecision

Call ForwardingCall Forwarding Type Description Use case

Call Forwarding Always Forwards all incoming calls

Forward all calls to a mobile phone

Call Forwarding Busy Forwards calls when: - user is on the phone - user has DND enabled

Need a live answer

Call Forwarding No Answer

Forward calls when no answer

Need a live answer

Call Forwarding Not Reachable

Forwards calls when phone is not registered

Business Continuity! Customer is never down!

Call Forward Selective Forwards calls based upon Caller ID

Only forward to mobile if important client

*FEATURE NOTE: Voice Mail will be left on forward to destination voice mail service.


VIPrecision

Call Notify

What it does

Allows a user to be notified by email 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 question Ever 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 email if they receive a call from that number.


VIPrecision

Do Not Disturb

What it does

Allows a user to automatically forward all incoming calls to voicemail. If voice mail is not configured, the caller will hear a busy tone. It includes a Ring Reminder option.

Ask the right question

Do you ever need to temporarily send all calls to voicemail?

Use caseUser is working on a busy project and doesn't want to be distracted.


VIPrecision

Automatic Hold/Retrieve

What it does Allows a user to set a timer for recalling held calls.

Ask the right question Does your receptionist receive a high volume of calls?

Use case

Receptionist 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.


VIPrecision

Automatic Call Back

What it doesAllows a user to monitor a busy caller and perform a call back when that caller is no longer busy.


Do 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.


VIPrecision

Speed Dial 100

What it does

Allows 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.


Do 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.


VIPrecision

Other features: Call Return - return their most recently placed

call

Call Waiting – answer a second call when already on the first call

Call Transfer - transfer a call to another user

Last Number Redial – used to call back the last number your called


VIPrecision

Shared Call Appearance (scenario #1)

What it does

Allows 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 case

Businesses that have multiple business under one roof… i.e. Real Estate/Title Company/Mortgage Broker

Your line.Another ‘business’ line.


VIPrecision

What it does

Allows all users within the office to share lines, replicating a Key System.

Use caseBusiness that require a key system environment.

Line 1Line 2Shared Call Appearance

(scenario #2)

Line 3


VIPrecision

Busy Lamp Field

What it does

Enables users to view another users' 'busy' status from their phone. When configured, it is also a speed dial to that user.

Use case

Receptionist wants to view who is on/off the phone before transferring a call.

Your line.Busy line status of another user’s line.


VIPrecision

Call Park/Call Retrieve

PARK:

*68 + extension + #

RETRIEVE:

*88 + extension + #

What it does

Allows a user to park a call on an extension. The call can then be retrieved from another phone in the office.


What is the process for handling calls you receive on the main number?

Use case

Receptionist 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.”


VIPrecision

Call Pickup

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


VIPrecision

Direct to Voicemail transfer

What it does

Allows a user to transfer a call directly to another user's voice mail.


How do you handle calls if the user the person is calling for is busy?

Use case

Receptionist does an assisted transfer and the person would prefer the caller is sent to voice mail.

TO TRANSFER DIRECT TO VM:

Transfer + *55 + extension


VIPrecision

3- Way Conferencing

What it doesAllows a user to conference a 3rd party in to an active call.

Ask the right question Tell 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.


VIProfessional

Mobility and Collaboration:• Time to turn up the heat! • One-Number service• Call push/pull • Soft clients• Chat• Presence


VIProfessional• App for iPhone and Android• Desktop client for PCs and Macs• Includes chat and presence• Ability to place business calls from mobile phone• Pull and push calls between mobile and office device

VIPresence

• Rings devices simultaneously• Busy office worker

Simultaneous Ring Feature

• Rings devices sequentially• Someone that works out of multiple offices

Sequential Ring

• Place receive calls from mobile phone• Pull and push calls between mobile and office deviceAnywhere

Mobility


Mobile Clarity

Mobility means different things to different businesses:

• Mobile workforce (outside sales, field technicians)

• Occasional work from home workers

• Full-Time work from home workers

• Business travelers

Understand your customer’s definition of ‘mobile’ workers. Dig deeper.


VIProfessionalMobility:

VIPresence• App available for iPhone and Android / Desktop Client for PCs and Macs

• Receive calls on a mobile device or client softphone

• No-Answer goes to business voicemail

• Place calls using business caller ID from mobile device or computer

• Includes chat and presence functionality from mobile device and desktop client

• Includes corporate directory from mobile device


VIProfessional

•Ring up to 10 devices at one time.•Voicemail Messages left at business VM•Answer Confirmation Options

MobileOffice

Home

Mobility:

Simultaneous Ring


VIProfessionalMobility:

Sequential Ring•Ring up to 5 locations in addition to your office phone•Voicemail Messages left at business VM•Answer Confirmation Options

MobileOffice Home


Mobility Scenarios

Scenario 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?”


VIPremier

• Desktop sharing• Audio Conferencing

VIPresence

• Presentation Sharing• Presenter Video Sharing• Audio Conferencing

VIPresent Now

Collaboration Tools


VIPremierCollaboration:

VIPresence Desktop

• Supported on Windows and iOS devices

• Includes:

• Desktop Sharing (one-to-one or group)

• Chat (one-to-one or group)

• Presence

• Audio Conferencing

• Video Conferencing

• Call control (transfer, three way calling)


VIPremierCollaboration: VIPresent Now

• Access at: https://present.now.anpi.com

• Includes:

• Desktop and Application Sharing (one-to-one or group)

• On-Demand or scheduled meetings

• In meeting chat / Q&A

• Audio Conferencing

• Includes15 users/session, usage charges apply for additional users

https://present.now.anpi.com/

https://present.now.anpi.com/


VIPremier

• Non-Overlapping Conferences

• 15 participants per conference

• Usage fees 1c /min/user/conf

• Includes local dial-in number, Conference Access # and Moderator Pin

• Overage Charges of $2.99/user/conf for participants over 15 participants

Collaboration: Audio Conferencing


IP Phones

• Polycom HD phones

• 10 options – each with a Power Supply or PoE option

• Sold separately from the seat packages

• Can be mixed/matched with seat packages

• There are recommended seat/phone combos

• Phones can be installed at the customer’s home office and have E911 supported.


Suggested VIPrecision Phones

• Polycom VVX300 w/ Expansion Module

• Expansion Module adds an additional 40 line programmable line keys

• Up to 3 expansion modules can be attached to an VVX phone

• Available PoE (VVX 310)


Suggested VIProfessional Phones

Polycom VVX 400

12 programmable line keys

Color display

Also compatible with the

expansion module

Available PoE (VVX 410)


Suggested VIPremier Phones

• Polycom VVX 600

• 16 programmable line keys

• Color Touchscreen Display

• Support video calling with USB camera


Additional Phone Options

VVX500

SoundStation5000

SoundStation6000

SoundPoint 335, 450, and 550 are supported and sold, but are not the recommended ANPI VIP Phone


Account Level Features

Module 3


Account Level Features

Included with each accountAdd-Ons

• Company Local DID

• Basic Auto Attendant (1 level)

• 1 Hunt Group for each User

• Music On Hold

• 1 GB of Storage per PBX

• Corporate Directory

• LNP Porting

• No Activation Fees

• Virtual Extension

• Toll-Free Number

• Advanced Auto Attendant

• Audio Conferencing (excluding VIPremier User Packs)

• Fax Line

• Hosted Fax

• Call Recording


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?


Included

Virtual Number: Main Number (local)

- No porting costs

- Unlimited inbound


Add-On

Toll-Free Number• Virtual Extension (includes call forwarding)

• Additional Virtual Numbers

• Used for…

• Marketing in different geographies

• Running promotions

• Keep existing numbers


Included

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.


Included

Auto Attendants

Sales Hunt Group

Press 1 for the Dial by Name

Directory

Press 2 for Sales

Main Number

Options can be configured for 0-9, * and # for both Business and After Hours.


Add-On

Advanced Auto Attendants


Included

Hunt Group Feature OverviewUsed to ring groups of users in a pre-determined pattern within or across locations

One hunt group is included for each 3 user package purchased

Call Forwarding No Answer settings can be configured to route calls when no one answers

Each hunt group is assigned a call distribution policy:

• Circular, Regular, Simultaneous, Uniform, Weighted


Call Distribution Policies

Simultaneous:

• Rings all the phones at the same time

Regular:

• Rings the phones one at a time, always starting with the same user and ringing in the same order

Circular:

• 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 call

Uniform:

• Rings the user in the group who has been idle the longest

Weighted :

• Administrators may choose to direct a certain percentage of calls to individual hunt group users.


Pilot Number Hunting Overview

Kelly Toni Gabe Leon


Add-On

Audio Conferencing• Included with VIP Premier

• Non-Overlapping Conferences

• Includes local dial-in number, Conference Access # and Moderator Pin

• 15 participants per conference

• Usage fees 1c /min/user/conf

• Overage Charges of $2.99/user/conf for participants over 15


Business Continuity Tools

• Auto Attendants• Route calls to another office location, remote

users or hunt groups

• Hunt Groups• Hunt to remote users, workers using mobility

features, another office location

• Call Forwarding Not Reachable• Route calls to another off-net device automatically

if service is lost


Module 4

Solution Selling


Who to target?

• Companies with 20-99 employeesWhy:

• Robust offering designed for mid to large sized businesses with mobile workforces

• Sweet spot for hosted services – typically ‘cloud ready’

• Multi-location businessesWhy: • Enables them to reach new markets• Remove geographical boundaries• Deliver a unified solution across all office


The Phone Bill Pledge

“I”

“ANPI Sales Professional

Promise to never lead by asking for the phone bills

And if I do

I understand

That my chances of selling a Hosted Voice Account

Are Basically Zero”


Consultative Approach..

Upfront Contract

Needs Analysis

Presenting the solution

Addressing demo requests

Proposal


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”…


Needs Analysis

Used to determine customer requirements by: Asking probing questions about their business

Map the customer’s challenges to features to present value

Sharing customer success stories

Asking specific questions regarding existing hardware, bandwidth requirements and user information


Sales Presentation

When to use the Sales Presentation:

• After the Needs Analysis during a first appointment

• On 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 customer

• Focus on the services that address their hot buttons!

PRACTICE PRACTICE PRACTICE!


Phone Bills


Resolving Objections

Be understanding.

Be sure YOU understand.

Be a problem solver.

Bring home the order.


Be understanding


Be sure YOU understand


Be a problem solver


Bring home the order


Objection #1: We can’t have all our services on the same connection because we can’t be down!Step

Acknowledge “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.”


Objection #2: Do you have a Trial Period? Can We get a Month to Month Contract?

Step

Acknowledge “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?”

Address The “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?”


Module 5

Demos and Scenarios


When to conduct a customer demo

1. Customer states it is a requirement before making a decision.

2. Your next meeting will include various types of users within the organization. They have asked for a presentation and demonstration.

Ask the customer what specifically they are looking to validate. Ensure you provide a demo that meets their needs.

Find out who is attending and prepare use case stories to run through during the demonstration.


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:

4. Competition has provided demos and you know VIP will crush it!

“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?”


Set Up Demo Kit and Review Script….


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.


Scenarios

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