fenero · 2019-02-20 · reliable open free trends 20% annual rate of north american cloud contact...
TRANSCRIPT
Reliable Open Free
FeneroCompany and Partner Program Overview
Reliable Open Free
Market TrendsVisionary in CCaaS Solutions
Problems We Help Clients SolveWhy Partner with Fenero
Platform OverviewCloud Infrastructure with AWS
Partner Models ExplainedRevenue and Profitability Opportunity
Roles and ResponsibilitiesPartner Defined
What is a Good OpportunityDecision Makers and Influencers
Lead Registration ProcessTraining
Reliable Open Free
Trends20% Annual rate of North American cloud contact center expansion.
75%
Planning to move to Cloud in some form now a must for contact centers; Just 23.1% to retain technology on premise.
On-premise IT solutions set to drop from 60.1% to 23.1% as cloud gains in popularity.
Existing cloud users say it’s critical to provide access to a single integrated customer platform.
In the next 5 years, applications in the contact center requiring an overhaul to keep pace with shifting business needs.
37% Dimension Data
Dimension Data87%61% Dimension Data
Reliable Open Free
Impact of Cloud Technologies on the Business
Dimension Data Global Contact Centre Benchmarking Report 2016
Reliable Open Free
Disruptive business model based on usage with no software license cost
or annual maintenance fees and no contract required
Company started with founder, Marlon Williams, who saw a need in the market for more innovative and cost-effective ways to engage and support customers
Reliable Open Free
VISIONARY IN PROVIDING CLOUD CONTACT CENTER SOLUTIONS
Our Solution is Reliable, Open and Free
Multi-channel Customer Interaction Platform
Real-time Performance and Activity Dashboard
Flexible, Reliable, Scalable Communications
Over 500 Million Calls Handled
Over 10,000 Users WorldwideSupporting Clients in 20+ Countries
1,500+ Registered Clients Worldwide
99.99% Service AvailabilityInnovative and Disruptive
Business Model
Our mission is to deliver the most affordable, agile and secure solution for streamlining customer and business interactions
Reliable Open Free
Fenero Cloud Platform
ACD/IVREmailChat
Outbound SMSOutbound DialingDynamic Scripting
Quality AssuranceCall MonitoringCall Recording
Screen RecordingCoaching
Detailed Reporting
Web PhoneInbound/Outbound Voice
Toll Free #’sLocal DID’s
Open API’s for integration to outside systems
CustomerInteraction
Agent Optimization
Communications & Infrastructure
Integrated Cloud Contact PlatformSingle Supplier Solution with Single Software Stack
Scalable, Secure, RedundantReliable, Open, Free
* No-RoBo Product Available
Reliable Open Free
MANAGEMENT PORTAL
• Enterprise capability across multiple centers and @ home agents• Dashboard with access to campaigns, email, chat, live monitoring, QA,
reports, real-time agent activity, billing• Mobile app to view operational statistics• Open API’s to integrate with internal/external applications (i.e. ZoHo,
SalesForce, Sugar CRM, V-Tiger, etc.)• Product Roadmap: Workforce Management, Gamification
Real-time Agent Activity and Performance Statistics
Reliable Open Free
FENERO WEB PHONE• 100% browser-based SIP phone; inbound and outbound
voice communications integrated within platform• No need for physical phone or third party softphones; phone
within a browser that can handle multiple lines at one time• Secured conversations via TLS encryption
(Transport Layer Security v1.2)
• Supports Click-2-Call functionality• Transfer, Hold and Mute support• Optional hold music• Browser support for Google Chrome v28+
and Mozilla Firefox v25.0.1+
Reliable Open Free
FENERO FLOW DYNAMIC WORKFLOW AND SCRIPTING TOOL
• Allows campaign administrators the ability to create logic-based, dynamic scripts and surveys for agent interactions
• Easy to use drag and drop capability in script designer to add advanced logic and branching
• Predefined controls for conditions, navigation, actions, check box, multi-selection, radio button, iframe, image, text box, time picker and more
• Dynamically populates variables in scripts such as caller name, phone number for personalized agent responses
• Ability to integrate with dialing lists to populate lead data dynamically such as lead name and address
• Access via FLOW App in Management Portal• Value and benefit – increased flexibility, increased
productivity for agents, improved customer experience, no IT resources needed
Reliable Open Free
No-RoboManual Customer Contact Solution from Fenero
• Preview and manual dialing modes only in compliance with TCPA
• No-Robo or auto dialing capability available within the system
• Separate environment with own hardware, software and functionality by design
• Hosted on separate servers from dialing systems with separate administrationand reporting;
• Requires human intervention to initiate an outbound call
• Manual dial capability for click-2-call programs when using Fenero’s Web Phone capability
• Internal Master and Campaign level DNC capability
• Internal cell-phone scrubbing capability
• Partner with our clients and outside partners to aid in number scrubbing prior to dialing
• Partner with Compliance Point to help minimize risk
Reliable Open Free
CLOUD PLATFORM WITH AMAZON WEB SERVICESElastic Infrastructure built on scalable, reliable, redundant AWS
Shared multi-tenant AWS environmentShared environment for public cloud customersAuto expand and contract to meet usage demands with Elastic Compute Cloud and Elastic Load BalancingActive-Passive Design – US NW Region DB synchronized with US NE siteRedundant and scalable design
FULLY INTEGRATED, SINGLE PROVIDER, MULTI-CHANNEL ENGAGEMENT PLATFORM
Reliable Open Free
Why Partner With Fenero
Cloud?1. Great ROI with minimal investment of time and $$$ 2. Scale operations up and down to meet your customers requirements
with our Robust Enterprise Grade Platform3. Support your clients with @home agents 4. Easily Integrate/Customize at your professional services rate5. Single Supplier Solution with Single Software Stack
Problems We Help Our Clients Solve:• High cost of software licensing and maintenance• High cost of on-premise equipment/upgrades• Lack of flexibility and scalability• Lack of reliability – Fenero provides
99.99% uptime with AWS• Multi-vendor, poorly integrated
solution
Reliable Open Free
Fenero Partner Model Highlights
Partner Referral5% on Revenue Collected
Partner Lite10% on Revenue
Collected
Partner PremiumUp To 40% Co-Branding
Partners are not limited to a single plan and may have customers on all three plansPartners may move customers upstream, from plan to plan
Reliable Open Free
Fenero Partner Model DetailsPartner
Referral
q Partner refers client prospect to Fenero
q Partner makes initial introduction and coordinates meeting
q Commissions paid only if Fenero closes business
q 5% referral fee paid monthly based on collected revenue
q 6 month payoutq Revenue collected for
Voice, Email, Chat, Flow, Web Phone and Premium Tech Support
Partner Lite
q Partner sells Fenero products and servicesq Partner negotiates pricing based upon
published Fenero Pricing Matrixq Fenero provides sales support, technical
support, telephony services and billingq Prerequisites
q Cloud software sales experienceq Sales training on Fenero platformq Use of approved sales tools and collateral
q 10% of revenue paid monthly for 1st 12 monthsfor Fenero services and Premium Technical Support
q Commissions paid monthly based on collected revenue
q Revenue collected for Voice, Email, Chat, Flow and Web Phone and Premium Tech Support
Partner Benefits• Fees paid for referring and
selling Fenero products and services
• Paid monthly based on collected revenue
• Sustainable revenue stream
• Capability to meet growing client demand and seasonality
• Minimal upfront effort and resources required
Low Med High
Level of Effor t &I n v e s t m e n t
Reliable Open Free
Fenero Partner Model Details
Partner Premiumq Partner sells Fenero products and services;
negotiates pricing based upon market demandq Partner handles account management, technical
support, telephony services (i.e. provisioning DID/TFN), and billing
q May be co-branded only q Fenero provides escalated tech supportq Prerequisites
q Cloud software sales experienceq Sales training on Fenero platformq Use of approved sales tools and collateralq Complete technical certification training @ $500q Partner technical support plan for each month
q Co-branding up to 40% off standard rates; paid monthly for Fenero services
q One million minutes/month target minimumLow Med High
L e ve l o f E f for t &I n v e s t m e n t
Partner Benefits• Sustainable revenue
stream• Capability to meet growing
client demand and seasonality
• Some upfront effort and resources required
• Additional revenue streams from professional services, training and support
Co-BrandingPricing Rate/Min
US/UK/Canada<500,000 $0.017
US/UK/Canada<1,000,000 $0.015
US/UK/Canada>1,000,000 $0.012
15%to40%DiscountedWholesaleRates
Interaction Co-Brand
Emailpersession $0.012
Chatpersession $0.012
WebPhoneperminute $0.0025
FlowScriptingpertransaction $0.0025
Reliable Open Free
Partner Revenue and Profitability OpportunityMoney-In• Revenue collected from Voice,
Email, Chat, Flow, Web Phone• Partner Referral: 5% • Partner Lite : 10% • Partner Premium:
• Co-branding: Up to 40% discounted wholesale rate
• Software Licenses – Free• Call recordings storage – Free• Revenue from partner generated
professional services and training
Money-Out• Usage for Voice and Web Phone based on
wholesale rate table by plan
• Session costs for Chat, Email and Flow based on wholesale rate table by plan
• 10 cents per GB for screen recording storage
• Local DID -- $1.75 per month
• Toll Free Number -- $2.00 per month
• Premium partner support -- $250 per month
17
Reliable Open Free
Roles and ResponsibilitiesPartner Referral
PartnerLite
PartnerPremium
FENEROPARTNER
Reliable Open Free
Onboarding Process
Sales(Charlie)
Partner Onboarding (Judson)
Channel Management (Charlie)
Reliable Open Free
Partner DefinedA Fenero Partner is considered a Value Added Reseller. AVAR is a company that expands the sales footprint of Feneroby selling the products and services to its customers.VAR’s may align themselves with one vendor supplier, howeverit is becoming more commonplace to sell and market multiplesolutions to remain competitive and be able to differentiate inthe market.VAR’s typically use the vendor suppliers product suite as afoot-in-the-door to a client prospect, but then sell customizedservices for additional revenue opportunities.
Selling and implementing Fenero Cloud Contact Center Solution will ensure that you are competitive in your market and can differentiate yourself with your competitors!
Reliable Open Free
What is a Good Opportunity for Fenero Cloud Contact Center?
Contact Center – Inbound/Outbound Voice, Email Support, Chat Support, Scripting, Call Recording, Screen Recording, Outbound SMS
- Customer Service- Technical Support- Inbound Sales Team- Outbound Sales Team- Internal Help Desk- Collections Department- Seasonal Business- Scalability- Work from Home Agents- Aging Equipment
Sweet Spot 25-250 agentsMix of Brick-n-mortar and @home agents
Reliable Open Free
REVENUE SOURCES• Primary sources
• Voice Communications – inbound and outbound• Email• Live agent chat• Web phone• SMS – outbound agent desktop only• Flow scripting
• Custom for each Partner• Support• Integration services• Setup and configuration• Training• Professional services• IVR setup
Reliable Open Free
INDUSTRY FOCUS• BPO• Financial• Healthcare• Technology• Communications• Other (travel, retail, consumer products, insurance, realty)
Reliable Open Free
OPPORTUNIY SIZE• Opportunistic – where biggest pain points reside• Sweet spot – 25 to 150 agents• Largest segment – 1 to 10 agents
Reliable Open Free
Decision MakersVP of Customer Care/ServiceMotivation
• Poor customer satisfaction
• Increase Customer Satisfaction
Pain Points
• Managing from a distance, getting consistent support from IT
• Difficulty in effectively solving problems related to customer satisfaction/experience
Key Messaging
• Fenero can provide data that you care about via Dashboard and Reporting
• Fenero provides ridiculous cost savings
• Speed to innovation and platform enhancements that Fenero provides
• What’s the cost/risk of doing nothing?
Reliable Open Free26
Decision MakersContact Center ManagerMotivation
• Aging, outdated infrastructure that needs replacing
• Agent attrition, long hold times, poor call quality, poor reporting
Pain Points
• Keeping costs and budget down
• Contact Center issues: long hold times, no shows, poor visibility into agent activity
• Agent turnover / cost of training
Key Messaging
• Simplify the complex management of their contact center
• Fenero provides ridiculous cost savings
Reliable Open Free27
Technical Influencer and EvaluatorCIO, VP IT, Director ITMotivation
• Aging, outdated infrastructure that needs replacing
• Wants the capability to upgrade and have speed to innovation
Pain Points
• Keeping cost and budget down
• Needs to get data easily into the system and results easily out
• Difficulty supporting operation with multiple vendors
Key Messaging
• Easy implementation and conversion to cloud-based technology
• Fenero enables and allows for scalability, allowing flexibility with a changing workforce size across brick-n-mortar and @home agents
• Single solution supplier with single software stack
Reliable Open Free
Registration ProcessValidation:Validation step important so as to avoid channel conflicts; ensures thelead not a duplicate or registered with another partnerQualification:Determines if the prospect company has a defined and articulatedbusiness objective/need, and that our prospect contact person is anexecutive sponsor, decision maker or evaluatorConversion:The act of converting a lead to an opportunity to manage throughchannel pipeline
Reliable Open Free
Lead Registration – Partner Referral, Lite, PremiumValidated Leads• Partner notifies Fenero of lead via email
with company name, address, contact info, opportunity description
• Notification email is sent to partner from Fenero confirming lead is valid
• Partner is associated to lead in Fenero internal Partner tracking tool
• Lead is assigned to Fenero VP for qualification
• Partner/Fenero works the deal like any other referral-type lead
Invalid Leads• Rejection Notice is sent to partner to
include:• Notice of rejection via email• Reason for rejected lead registration
• Opportunity with Fenero sales team• Opportunity with another Fenero partner
• Lead is not converted to opportunity
Reliable Open Free
TrainingHighlights• Customized to each
Partner’s needs• Fenero Sales training
required for Partner Lite and Partner Premium models
• Fenero platform training required for Partner Premium Model
• $500 one time fee for one half day of technical training
Sales Training Topics• Company overview and market trends• Problems we help clients solve• Customer interaction types and agent
optimization• Why Fenero Cloud Contact Center Solution• Sales tools availableTechnical Training Topics• Company overview and market trends• Creating Manager and User Accounts • Manager login • Creating/Configuring Agent Extension• Supported Inbound and Outbound
Campaign Types• Creating and Managing Campaigns• Creating Custom CRM Fields• Fenero Web Phone• Importing Leads• Populating Script Fields
• Utilizing “Dynamic Caller ID” feature• Managing Inbound ACD Queues• Creating and Managing IVR• Managing Inbound Phone Numbers • Listening to Agent Call Recordings • Quality Assurance and Auditing• Setup Email Queues• Setup Live Agent Chat Queues • Reporting • Fenero Support
Reliable Open Free
FENERO IS DEDICATED TO YOUR SUCCESS
Sales Team, Engineers, Technical Support, Customer Success Executives are all here for you…Funneled through one single point of contact to ensure your success!
