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BT Wholesale

Enhanced Telemarketing Services

Customer presentation

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Contents

• Enhanced Telemarketing Services (ETS)

• Why choose ETS?

• Value added services

• Management Information and control

• Enhanced Information Statistics

• BTW’s commitment to quality of service

• Contracts

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“A Non Geographic Number Inbound service for resale, specifically tailored to the wholesale

sell-through market.’’

ENHANCED, RE-PRICED, RATIONALISED AND RE-LAUNCHED

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Enhanced Telemarketing Services

A broad range of advanced features available:

• Messagelink 1&2

• Caller Provided Information (Voice and DTMF)

• Simple Inline Messaging

Freefone (0800/0808) Valuecall (09xx) BT (0870)

BT (0845) Call Optimiser Contactcall (0844/0871)

BT Call Director Internet Populator International and Universal Freefone

Functionality and features are the same as BT’s standard Inbound

Telemarketing Service.

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Enhanced Telemarketing Services

• Non geographic number Inbound Service, 0870, 0871, 0800, 0844, 0845 built for the Service Provider market

• Based on BT Global Service’s Inbound Services offering used by 93 out of the FTSE 100 companies

• Different contractual wrap for Re-sellers and the wholesale market with web portal and help desk

• Competitive pricing - bespoke and dependent upon aggregated volumes of minutes

• Service further enhanced with value added services

• Supported by a team of service specialists and an implementation team

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Why choose ETS?

• Highly scalable NGN platform with very broad range of advanced call plan features

• Network reach – avoids the need for multi CP network call conveyance

• Competitive pricing with industry leading call completion rates

• Broad range of call analytic features

• Porting agreements with most CPs

• Leading player with huge experience of the retail NGN market

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BT Inbound Network

• Inbound numbers are delivered over a dedicated network

• The network can handle over 1,600 calls a second and is designed to process 99.999% availability

• Average percentage of calls successfully switched through the network is 99.8%

• £190 million investment in a new Inbound network

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Value added services

• BT Call Director enables dial in over PSTN to record a message to a number used in emergencies

• Increased granularity on DTMF call routing – 8 digits for end users

• Intelligent daily CDRs allowing Service Providers to build their own statistics showing answered, engaged and missed calls

• Termination to mobiles

• Call queuing with an option to recognise a busy tone, not just count simultaneous calls

Futures….. network based call recording and text to speech

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Management information and control

• Inbound architect

– secure web based portal providing a single point of access to reporting and call routing control products

– access to control advanced routing plans, changes to call plans are achieved within a few minutes

– near real time statistics up to 3 minutes old and updated every minute

• Inbound analyst

– management reporting tool that provides a suite of pre-set reports and ad hoc reporting tools to analyse call data

– analysis is based on enhanced raw call data supplied by BT

– reports can be presented graphically, numerically and can be customised

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Enhanced Information Statistics

• EIS allows SPs to monitor the efficiency and effectiveness of their call answering resource

• EIS reports are available online via Inbound Architect web tool

• EIS is a powerful marketing tool, giving SPs a high level of insight about their callers -

– origin of call analytics

– average call duration report

– effective and ineffective call analytics

– daily call analysis

– time of day call analysis

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Typical call volumes

• A bank – 35,000 calls a day

• A charity – 250,000 calls in 8 hours

• Another charity – 540,000 calls in 6 hours

• TV show – 1.4 million calls in 2 hours

• Another TV show – 2.5 million calls in 2 hours

A HUGE MARKET POTENTIAL TO CAPITALISE ON

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BT’s commitment to Quality of Service

• BT provides a world class Customer Service Guarantee Scheme - we pay compensation if we fail to meet our contractual commitments

• BT provides fault response 24 hours a day, 365 days a year

• 96% of business orders are completed within agreed timescales

• 94% of business customers are satisfied with billing accuracy

• 90% of business faults are cleared within 5 working hours, the majority are cleared in minutes

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Sales support

• Coherent sales engagement jointly through BT Wholesale and BTagilemedia sales specialists team

• The BTW Account Team will work with you to provide you with the right solution for your business

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Contracts

• The ETS Inbound Services contract applicable to resale is comprised of -

– BT Contract for BT Communications Service (Telemarketing Services)

– Service Schedule for BT Communications Service (Telemarketing Services)

– Supplementary Terms for Resale – applies if resellers have Hosted ISR or ICM

– Order Form

– Any relevant annex to the Order form

• Call Payment (from BT to the reseller) must be made within 30 days from the billing date

• Draft contracts available on request