This webinar aired Thursday, August 6th, 2015. It provided insight into the Hosted PBX marketplace to give service providers the playbook they need to successfully package and deliver these services. As a continuation of the Hosted Playbook session presented during a previous FISPA conference, this presentation includes even more real world examples, actionable strategies, and tricks of the trade! Topics Include: -The current state of the Hosted PBX marketplace -Revenue Opportunities for Service Providers looking to offer Hosted PBX -What is involved with getting started as an Hosted PBX provider -Hosted PBX best practices -The most wanted features demanded by SMBs and Enterprises -Packaging and pricing strategies -and more!

1. Playbook for Hosted Services
Thursday August 6, 2015
2:30pm ET/ 11:30am PT
Presented By:
Kevin Selkowitz

2. About NetSapiens
Unified Communications Platform for
Service Providers
 Class 4/5 Softswitch
 Geographic Redundancy
 Session Border Controller
 SIP Trunking
 Feature Server
 WebRTC
 Mobility
 Recording
 Device Provisioning
 Call Center Applications
 Multi-tenant User Portals

3. My Perspective
https://www.youtube.com/watch?v=6KeG_i8C
WE8
Director of Product Management
Previously Director of Business Communication
Systems for a Regional CLEC

4. Playbook For Hosted Services
 Know The Game You Are Playing
 Create Your Playbook
 Execute Your Plays
 Special Teams
 Trick Plays

5. Know the Game You are Playing
Don’t be Coach Lasso- An American football coach in London
Ties and no playoffs? Why
do you even do this?
I think I literally have a
better understanding of
who killed Kennedy than
what is offside

6. Trend: SIP is Taking Over
0
20
40
60
80
100
120
$0.0
$5.0
$10.0
$15.0
$20.0
$25.0
CY13 CY14 CY15 CY16 CY17 CY18
Revenue Seats/Trunks
Hosted VoIP, UC & SIP Trunking
Source: Infonetics, 2014

7. Trend: Cloud is Taking Over
61% of businesses 20-99 employees have adopted cloud
services.
9%
79%
12% Have Adopted
Cloud Services
Have Not
Adopted Cloud
Services
61%
39%
Source: PC Magazine, 2014

8. Trend: Cloud is Taking Over
78% of small businesses will have fully adopted cloud solutions
by 2020
10%
90%
Will Have Fully
Adopted Cloud
Solutions by
2020
Will Not Have
Fully Adopted
Cloud Services
78%
22%
Source: PC Magazine, 2014

9. Why Is The Cloud Taking Over?
Cost
Savings
Ease Of
Management
Access To
Technology
$ C

10. Trend: Mobility
Are You Ready For The Mobile Office?
36%30%
22% 12%

11. Trend: Mobility
Most installed phone systems can’t adapt!
Of the Firms that do,
34% of employees
work away from the
offices
62% of
businesses
have remote
workers

12. Voice communication is
extremely or very
important
What About Voice?
Planning to look at new
phones in the next three
years.
Looking to upgrade
because of something
other than saving money.
This is what businesses have to say:
50%74% 69%
“ “ “
“ “ “
Source: Hanover 2015

13. Hosted PBX Opportunities
The market is wide open!
94%
83%
78% 78%
71%
6%
17%
22% 22%
29%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
1 to 4 5 to 19 20 to 49 50 to 99 100+
TDM IP
Source: Marketvision 2014

14. Create Your Playbook
xx x
x
o o
o
o o o
Hosted PBX
Develop a strategy that is right for your business

15. Questions You Should Ask Yourself
 Who is my target client?
 Who is my competition?
 What features should I offer?
 How should I package and price my
product?

16. Who is Your Target Client?
Build your business model around the people you will be serving.
 Tip: Customize your offering to serve vertical markets.
 Geography?
 User count?
 Type of business?
 Special features (call center, multisite, etc.)

17. Who is your Competition?
Differentiate yourself from the competition to get a leg up.
 Know thy enemy
 Learn their packages and features
 Identify their weaknesses
 Drive a wedge

18. What Features Should You Offer?
 Decide if you want to be highly tailored
and high touch or off the shelf and low
touch
 Run through each feature you want to
offer, test it with each line of devices you
offer

19. SMBs’ Most Wanted Features
1. Voicemail to email (38%)
2. Remote desk phones (25%)
3. Music on hold (25%)
4. 3 way calling (24%)
5. Mobile client for desk phone (24%)
6. Interoffice dialing (24%)
7. Interface to manage phone (21%)
8. On Demand call recording (20%)
9. Integration with 3rd party systems (15%)
10. Conference bridges (13%)
11. Call reporting (13%)
Source: Hanover 2015

20. How should you package & price?
Includes
Target
Pricing (MRC)
PBX Feature Set
Utility Applications
$15
Basic
+Portal Access
+Voicemail
End User Configuration
$25
Standard
+UC
+Mobility
Knowledge Worker
$35
Basic Standard Premium
 All Packages Include: Auto Attendant, Music on Hold, Admin Portal
 Long Distance: Unlimited or Large Bucket of Minutes
 Phone Price: $5-$50 per month based on chosen phone with option to
purchase
 Non-recurring: $0-$50 per seat (one time)

21. Alternative Pricing Plans
Trunk + Seat
 Charge for trunks and seats separately ($30 per trunk, $10 per seat)
 Trunk only ($60 per trunk, Unlimited seats)
$25/Seat $30/trunk
$10/seat
$60/trunks
10 Seats $250 $190 3 trunks
$220 4 trunks
$180 3 trunks
$240 4 trunks
50 Seats $1250 $950 15 trunks $900 15 trunks
100 Seats $2500 $1900 30 trunks $1800 trunks

22. Executing Your Plays
Use these best practices when it’s game time!

23. Getting to the End Zone
Sales
Qualification
Proposal and
Order Creation
Site Survey/LAN
Assessment
Order Entry
and
Equipment
Ordering
System
Configuration
Installation
Customer
Training
Day 2 Support

24. Sales Qualification
 Have a good sales presentation & flyer
 Validate feature sets
 Identify handset preferences
 Make sure network goes to phone
locations

25. Proposal and Order Creation
 Have templates ready with package
pricing
 Provide some upsell opportunities
 Tip: Don’t forget Fax!

26. Site Survey/ LAN Assessment
 Validate/design switching infrastructure
 Assess WAN design
 Separate or shared WAN
 Check for SIP ALG
 Look for surprises like door phones,
overhead paging systems, alarms, etc

27. Order Entry and Equipment Ordering
 Tip: NETXUSA & ScanSource are great suppliers
 Drop ship equipment preconfigured
 Send a customer worksheet to identify
users, ring groups, auto-attendants, etc.

28. System Configuration
 Tip: Issue a test DID, let the customer confirm its good.
 Build system based off customer
worksheet
 Have a checklist (there’s going to be
many steps)
 Have an internal check

29. Installation
 Usually the easiest part – just plug in,
test, and go!
 Install in parallel to existing system, soft
cut

30. Customer Training
 Don’t underestimate the need for
training
 Do live calls with reception
 Leave one page cheat sheets

31. Day 2 Support
 Expect to get calls!
 Sometimes a lot of calls
 Don’t worry it will quiet down after the
first week

32. Special Teams
Partner with other companies that specialize in specific parts of
the Hosted PBX ecosystem.

33. Phone Hardware
Which vendors and which phones should you choose?
Polycom
Cisco Mediatrix Panasonic
Yealink

34. Hardware Comparison
Phones
Cost
(Approximate)
Features
• Full range from basic single line to
large touchscreen
• Many Conference Phones
• DECT Coming soon
• Full range from basic single line to
large touchscreen
• 1 Conference Phone
• DECT Available
• $70 for a basic 1 line phone
• $170 for a color Gig phone
• $280 for a medium touchscreen
• $40 for a basic 1 line phone
• $140 for a color Gig phone
• $180 for a large touchscreen
• Advanced • Above Average
VSPolycom Yealink
Weigh your options and decide based on your specific needs.

35. Customer Premise Equipment
 Switching
-Small office (<20): Shared LAN
-Larger office: VLAN or separate
switches
-POE: nice but optional

36. Customer Premise Equipment
 Firewall
-Avoid SIP ALG at minimum
-MikroTik very effective for off-net
QoS

37. Bonus Tip!
 Two-Way Paging
 Paging controller for external
speakers
 Strobe Controller
 Loud Ringer
 Works with Polycom
Multicast Paging
 PoE
The Utility Player of your team will be the Algo SIP Alerter.

38. Billing Integration
Calls generally billed by CDR or SIP
billing headers
 Seats/trunks can be billed by API or
SQL queries

39. Origination/Termination
 Connect to your current Class 4
switch
 Use a gateway to PRI services
 Nearly any SIP provider worldwide

40. Trick Plays
When a traditional approach doesn’t work, you get creative.

41. Analog PRI/POTS
 Deliver SIP with PRI/POTS gateway to
their current PBX
 Let them dip their toe into VoIP
 Stand by ready to replace with Hosted
PBX when their PBX fails

42. Disaster Recovery
 Sell Hosted PBX as a DR solution
 Forward calls to cells, softphones or
desk phones at their backup site
 Typically billed with low monthly cost
and metered usage

43. Application Integration
 Find an industry specific application and
integrate with it via API
Ex: tanning stores all use industry
specific CRM packages, integrate screen
pop, call history, automated dialing
reminders, click to dial to capture the
market

44. You Have Home Field Advantage!
 Personalized Service
 Local Sales Force
 On-call Technicians
 Reference Customers
You Can Deliver

45. Questions?
Connect With Us Today!
1 (858) 764-5213
info@netsapiens.com
www.netsapiens.com
Twitter: @NetSapiens