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8/8/2019 Clear Voice Product Training[1]
http://slidepdf.com/reader/full/clear-voice-product-training1 1/37
1
Clear Voice
Product Training
Serena BattenVoice Product Management
serena.batten@clearwire.com425.216.7615
8/8/2019 Clear Voice Product Training[1]
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Training Agenda
Set-up & Analog Devices
Clear Voice Overview
e911, LNP & Activation
Extraordinary Features
Competitive Comparison
Best Practices
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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
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Impact of Voice Sales
QtyNet-180
Add CountMRR (Sum)
AverageMRR
Ave. MRR w/o Voice
WiMAX CLEAR Voice (2) 1 0 $15.00
WiMAX CLEAR Voice (3) 4 0 $130.00
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
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Impact of Voice Sales
QtyNet-180
Add CountMRR (Sum)
AverageMRR
Ave. MRR w/o Voice
WiMAX CLEAR Voice (2) 3 0 $50.00
WiMAX CLEAR Voice (3) 3 0 $97.50
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
8/8/2019 Clear Voice Product Training[1]
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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.
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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
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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
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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
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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
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Customer Setup – Basic Installation
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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.
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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
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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
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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
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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
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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
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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
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Remote Management• Remote Management puts you in
control• Web based & easy to use
• Star codes are for old telephonecompanies
• Available from any web browser
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Advanced Call Forwarding
• Pick Source Numbers
• Pick Destination Numbers
• Simultaneous or in Sequence
• Create Multiple Schedules
• Create Multiple Rules
• Edit from Anywhere
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Do Not Disturb
Another Form of “Hide-Me”
Build Multiple DND Schedules
Schedule One-Time DND
The “Take A Nap” Feature
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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
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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
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Call Activity History
Data updated every 15 min.
International & directoryassistance calls & pricing
View call detail records
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Outbound Call Blocking
• Block international calls or block both international andlong distance
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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.
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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
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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
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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
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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?
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Thank You
Serena BattenVoice Product Managerserena.batten@clearwire.com(425) 216-7615
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35
Additional Information
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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.
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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
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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
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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
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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
– joe.smith@clear.net – <alt> S
• Save voicemail forever
• Attach voicemail directly to Outlook
C t t d ( l)
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