october 2013 channel webinar - windstream · pdf filepolycom ip 335 16 proprietary ... (hcs)...

EarthLink BusinessEarthLink Means More: New Access

and Product Enhancements

Agenda

• Welcome & Introduction – JR Cook

• Ethernet Bandwidth Availability Updates – Nathan Resek

• EarthLink Complete Hosted – Doug Hoffman

• EarthLink Business IT Services – Mike Salviski

• Earthlink Complete MPLS – Bill Ciminelli

• Additional Resources

• Q&A

Proprietary & Confidential 2

Ethernet Bandwidth Availability Updates

Tim Guinane

New Ethernet Access Options!

• EarthLink Business has added new Ethernet Access speeds of

3, 5, & 8 Mbps- AT&T End Offices

- CAP (Competitive Access Provider) Ethernet over Copper (EoC) End

Offices

• These access options are in addition to our current 10 & 20

Mbps options.

• We are also adding to the product catalog; 30, 40, 50 & 100

Mbps in ALL existing Ethernet end offices

• The sub-10 Mbps & all new higher bandwidth options have

been uploaded into our quoting systems.


Benefits

• Sub 10 Mbps Bandwidths

- AT&T Ethernet availability & scalability with better, more consistent pricing

than NxT1 Access.

- Increased CAP EoC options and aggressive pricing increase your competitive

edge.

- Competitive advantage with our broad coverage, while parity in individual

markets.

- New performance options with Split VLANs.

• Higher Bandwidth Ethernet Availability

- Consistent billing options across system improves our image and presentation

to customers.

- Consistent performance options with Split VLANs.

• Quoting System Updates

- No more ICBs for new higher bandwidths.

- No ICBs for AT&T sub 10 Mbps bandwidths.

- Present proposals faster, close business sooner.


Sub 10 Mbps Ethernet Access Pricing

• AT&T

– Price advantage in End Offices where EarthLink does not have collocation.

– Access loop pricing starts at $707 for 3 Mbps and $853 for 8 Mbps.

– The higher the bandwidth the bigger the difference vs. NxT1.

– Not distance sensitive.

– Split VLANs on all sub 10 Mbps bandwidths.

– No more NxT1 loops over $1000.

• CAP EoC

– Large price advantage - the incentive to check distance and get an ICB price.

– Access Loop pricing averages $304 for 3 Mbps and $599 for 8 Mbps.

– Price difference vs. NxT1 gets bigger as bandwidth increases.

– CAP EoC also has the Split VLAN advantage.

– Provides more options for distance sensitive deals.


Where are the Opportunities?

Bell South LATAs

(End Offices)

AT&T (Non Bell South)

(End Offices)

CAP EoC End Offices

(End Offices)

25 LATAs Connecticut (83) Lost Angeles (96)

924 End Offices Chicago (79) San Francisco (68)

San Francisco (59) New York Metro (50)

Dallas (35) Washington DC (50)

Los Angeles (33) Chicago (49)

Sacramento (32) North New Jersey (34)

San Diego (31) Dallas (33)

Houston (28) Southeast Florida (28)

Southeast Wisconsin (15) Philadelphia (25)

Indianapolis (14) Baltimore (20)

Houston (19)

Phoenix (18)

Eastern Massachusetts

(13)

San Diego (13)

Over 1300 AT&T End Offices

where pricing is less than NxT1

Nearly 700 End Offices with EoC pricing less than

NxT1


30, 40, 50 & 100 Mbps Ethernet Access

Availability

• Approximately 3,275 End Offices in 69 LATAs.

Performance

• Pricing and billing options.

• Consistent performance.

• Split VLAN option.

Benefits

• No more ICBs.

• Special Pricing still available.


Higher Bandwidths

• Available in all areas where Ethernet Access is now available in our quoting systems, including Verizon & AT&T territories.

• 100 Mbps loops are quoted as Fast-Ethernet.

– Customers who intend run their traffic at full bandwidth should be quoted with a Gig-E connection.

– Customers who intend to increase their bandwidth during their term should be quoted with a Gig-E connection.

– Price is impacted, Gig-E is higher.

– Engage your Channel Manager who will in turn engage a member or our Engineering team.

• Split VLAN process is the same.


Service Eligibility & General information

• All new bandwidth options are for the EarthLink Complete product

suite.

• EarthLink’s SLA (Service Level Agreements) remain the same.

• Customer conversion processes remains the same.

• Intervals for Ethernet remain the same.

• AT&T Service availability is automatically built into the quoting systems.

• Split VLANs are available in all bandwidth ranges and still requires

Engineering support.

• AT&T availability is by Central Office, no distance check is required.

- AT&T’s mid band Ethernet may deliver the service through

whatever medium is most efficient and could be over copper or

fiber.


EarthLink Complete Hosted Voice Updates

Doug Hoffman

Recent Accomplishments

• Highest Month (August) ever for Hosted Voice pre-installs scheduled, preinstalls completed, installs scheduled, installs completed, MAC events scheduled, & MAC events completed.

• Significant decrease in escalations (Service Delivery & Repair).

– Significant decrease in Hosted Voice Trouble tickets.

• Hundreds of conversions each month.

• Additional implementation resources.

• The transition teams have been separated into their core responsibilities.

• SIP Trunk Certifications.


Process Improvements

• Revamped SoW Process– Clearly defines what services and elements are being

provided to our customers

– Defines client responsibilities prior to install

– Defines EarthLink’s responsibilities

– Locks down the configuration for Clean Order Acceptance

– Sets expectation that post order changes will impact delivery timeframe and puts onus on client to stick to the original order

– Acknowledgement by customer that we have a plan to deliver services that align with their expectations

• Improved quick reference guides have been recently developed and will soon be loaded to the customer reference website.

– Aastra Phones

– Polycom Phones

– ACD User Guide

– Training Course Sign Up

– All other topics are available via Online Training Sessions

• Dedicated project Management for complex orders (over $5k or 5+ sites with MPLS).


Product Advancement

• Today we offer a Hosted ACD Solution. – Automatic Call Distribution

• Phase II - Hosted Contact Center

• Includes multi channel support, reporting, and enhanced supervisory abilities.

– Connect with customers through several technology channels.

– Manage agents to be more productive through a suite of reporting and supervisor tools.

• Capable of custom third party integrations.


Documentation Redesign


Hosted Voice Hardware Options

Polycom IP 450 Polycom Expansion Module

Polycom IP 550 Polycom IP 6000

Aastra 6755i

Aastra 6757i

Aastra 6731i

Aastra 6739i

Panasonic CT (Cordless)

Adtran NetVanta 1234

Adtran NetVanta 6355

Aastra 6757i

Polycom IP 650

Polycom IP 335

16


Hosted Voice BenefitsFeatures Advantages Benefits

One Provider Solution One Number to call for service and support issues – ONE

company accountability.

Improved Efficiencies/Saves Time

Abbreviated Dialing Global Centrex, 4-10 digit dialing between domestic or

international locations.

Improved Efficiencies/Saves Time

Hosted PBX Platform Reallocate IT Staff and Cut Third Party Costs. Reduced Costs

LD & Local Calling Site to Site Calling / EarthLink In-Network customers and

converged calling minutes included.

Reduced Costs

Ongoing Support Managed Hosted Voice Service. Software & Firmware

Upgrades. Eliminates Third Party Costs (new feature releases

& additional applications).

Reduced Costs

Scalable / Easy MAC Pay As you grow: Add Seats, IP Phones, Broadband, Locations

or additional services as needed.

Reduced Costs

Electronic Fax .pdf documents distributed via email / CommPortal. Increases Productivity / Saves Time /

Reduced Costs

Unified Messaging Voice, email, and electronic fax Integration into a Single

Platform.

Improved Efficiencies/ Saves Time

Single Cable Run 10/100 Ethernet port into Phone and an Output Port for a PC.

(GIG-E option available)

Reduced Costs

IP Phones Aastra, Polycom – Industries Leading IP Phones Maintained by

EarthLink.


CPE Industry Leading CPE, POE Switch, IP Phones, Battery Backup Improved Efficiencies/ Reduced Costs


Hosted Voice Benefits

Features Advantages Benefits

Training Included On Site or Virtual training. Improved Efficiencies/ Saves Time

Find Me/Follow Me Never miss a call again because the system will find you!

Flexible user options. One Number to Dial


Administrative Portal (BG) More administrative control than with system located at

customer premises.


CommPortal (User) Anytime, anywhere, anyplace complete call management for

user (Call logs and Call Routing).


Platform Upgrades Instant access to the latest and greatest features and functions

automatically. (No EOL)

Reduced Costs

Call Logs Visual logs of missed, received and placed calls for reference

or single button dial back


Minimal Capital Investment Low to No CAPEX vs. OPEX Reduces costs

Imported Call Directory Anywhere, any time, anyplace access to your imported

corporate directory.

Improved Effectiveness / Saves Time

ACD Affordable Inbound call routing to skill based agents. Available

Call reporting, monitoring and MOH.

Better customer service / Better

Retention, Continued Revenue

Auto Attendant Automated routing of Inbound calls Better customer service / Better

Retention, Continued Revenue


EarthLink’s Nationwide Network


Hosted Voice Network Topology

We base our connectivity solutions on the type of customer facility and bandwidth requirements. As a result, the customer receives a customized and scalable solution.


Flexibility of Access Bandwidth

Total

Access

Loop

Speed;

Internet

Access

VLAN

MPLS and

VoiceVLAN

*Ethernet Access Enables MPLS Split

VLANs.*

Benefits of VLAN Split:

• Partition Internet Access for Security

purposes.

• Allows customer to use a Host Based

Firewall and manage all Internet

Traffic through a single site.

• Same quoting process as today.

• Not available with NxT1 access.


EarthLink IT Services Updates

Mike Salviski

More Products and Services

Managed Security Services ( 2% IT Spend, and Increasing)Managed Firewall, Secure Remote Access, PCI Compliance Validation

Core IP Voice and Data Services (11% IT Spend, incl hardware)Voice: Hosted Voice, Integrated Access, SIP Trunks and PRI, Converged Minutes

Data: MPLS, Internet Access, Blended Access Options

Data Center Services• Colocation

4% IT Spend

Portal/Tools EarthLink

With EarthLink, you can offer services squarely where customers are spending their IT dollars.

Application Services• EarthLink 365+

Collaboration Suite• Unified Endpoint

Management & Security

• Hosted CRM• Database as a

Service

Managed Support Services• Managed

Infrastructure• Help Desk

47% IT Spend (people)

Virtualization Services• Cloud Hosting• Cloud Storage• Virtual Desktop• Dedicated Server• Disaster Recovery• Web Hosting

9% IT Spend


24

Secure, Fully Redundant Data Centers, Connected by a Nationwide Private Network

One Study of Cloud Consumers…

Avg OpEx Savings – 22%

Avg CapEx Savings 26%

EarthLink Ranked #1 Managed Service Provider by MSPmentor


EarthLink 365+ Hosted Collaboration Suite

Hosted Collaboration Suite (HCS)

Exch

an

ge

Se

cure

IM

Sh

are

Po

int

Op

tio

na

l

Offline Email (OST) & Personal Folders (PST) Support P

Enterprise Global Address List P

Shared Contacts, Calendars, Tasks & Folders P

Full Public Folder Support & Resource Mailboxes P

Single Mailbox & Single Item Recovery P

Secure Instant Messaging & Collaboration P

Secure Document Management & Collaboration P

Secure Web Access P P P

SaaS Malware Protection (Multi-engine / multi-layered) P P P

Secure Web-based Access P P P

24x7 Staffed Monitoring as a Service (MaaS) P P P

Change Management (SOC 2 Type II Certified) P P P

Wireless Sync (ActiveSync, Good & Blackberry (Rim)) P

Personal Archive (Virtual PST) P

Discovery Archive (eDiscovery) P

Compliance Archive (SEC/FINRA) P


EarthLink Help Desk/TechCare

• Experienced & Reliable

• Supporting more than 1,000 businesses

• Supporting more than 80,000 end users

• Resolving more than 40,000 inbound incidents a month

• Mature process – 17 years of experience

• Supporting all types of businesses - from SMB to Fortune 500

• Responsive

• 70% calls reach a live person in less than 30 seconds

• On average all calls reach a live person in less than 60 seconds

• 70% issues resolved and closed on the first call


Healthcare Industry – Hospital

Business Challenges

• Supports 5,000+ end users after normal business

hours (7am – 7pm)

• Supporting 250+ customized business applications

• Critical applications: no margin for error – supporting

operations in progress and prescriptions

• Maintaining HIPAA compliance

• IS Service Center Manager receiving calls/emails

nightly and weekends with escalations

• EarthLink TechCare providing end users help desk

support from 7pm – 7am

• Customer handles support from 7 am – 7pm

• Integration with existing trouble ticketing systems

• Seamless transition - intensive Training of EarthLink

TechCare analysts on custom apps

The Solution

• Daily Status Reports from ELNK – better

than internal reporting

• Reduced internal support costs by ~30%

• Demanding customers (doctors, nurses,

clinicians) happy with TechCare

• IS Manager sleeping better at night

Business Benefits


Ciao Bella

Business Challenges

• Aging Servers, slow performance on

mission-critical applications

• Unreliable email provider, frequent outages

• No dedicated IT staff

• Controller spent too much time

troubleshooting IT infrastructure

• All servers and applications on Cloud

Hosting platform in EarthLink Data Center

• Migrated entire NJ data center to EarthLink

• Platinum Level of Managed Services

• Migrated email to EarthLink Secure Email

The Solution

• Avoided $80K of CAPEX

• Improved application performance

• Increased security

• Reliable email service

• Eliminated need for local maintenance

contracts

• Allows controller to focus on his duties

instead of trouble shooting IT

• Business continuity

Business Benefits


Business Continuity in Action

• Super storm Sandy hits NJ in October 2012

• Two–week power outage at NJ headquarters

Super Storm Sandy

Ciao Bella Stays in Business

• Servers/applications and email stayed fully

operational in EarthLink Data Center

• Nationwide sales team able to submit orders

for production in Oregon

• Distribution centers able to ship & invoice

orders

“If we didn’t move to cloud services, we

would have been out of business

during the hurricane.”

Bob Serchuk, Controller, Ciao Bella


EarthLink Complete MPLS

Bill Ciminelli

• Connects multiple locations through EarthLink’s private, highly reliable

Wide Area Network (WAN).

• Provides customers with the ability to prioritize and manage the

delivery of data based on their business needs with 6 Class of Service

profiles.

• Delivers service with an “access agnostic” approach supporting a

variety of primary and backup access options.

- Ethernet, EOC, DS1xN, DS3, OCn, DSL, Wireless

MPLS Overview


MPLS Network Diagram

Canadian

Office

(ADSL)

Application

ExchangeInternet

Earthlink Busniess

Core

MPLS NetworkBranch 1

(PPP/Metro T-1)

Branch 2

(DSL)

Branch 3

(Frame T-1)

Host Location

(DS-3)

Branch 4

(Wireless)

EarthLink Data Center

(Ethernet)

Remote Office

(Cable)

IPSec

IPsec

POS

Providers

VoIP

Providers

Cloud

Computing

Providers


Data Center Connect - Features

• Data Center Connect provides an MPLS port at an EarthLink Data Center that is directly connected to the EarthLink network via dedicated and diverse fiber-optic facilities.

• Scales from 10 Mb to 1 Gb

• The first 10 Mb is at no charge.

• Data Center Connect provides an option that allows the MPLS service to burst up to 2 times the port speed.


Data Center Connect - Burst Option

• Data Center Connect provides an option that allows the MPLS service to burst up to 2 times the Port Speed.

• The selected Class of Service profile will scale proportionally with the burst traffic.

2 X Port Speed

PortSpeed

MPLSPort

For example, if the Port Speed for aData Center Connect Port is 20 Mb,the maximum Burst Speed that the portcan burst up to is 40 Mb.


MPLS + IT Services – The Key Value Proposition

• Interconnects customer locations over a highly reliable private data network.

– Logical separation of customer data in private VPN’s eliminates the need for a customer to encrypt their data.

– Prioritize and manage the delivery of data based on customer’s business needs.

• Cost effectively scale a corporate WAN with new locations and/or IP based services.

– Delivers service with an “access agnostic” approach.

– DSL access options allowing “micro-branches” seamlessly integrated into the corporate WAN with CoS policies.

EarthLinkData Centers

EarthLinkData Centers

MPLS Core

*Full Mesh*

MPLS Core

*Full Mesh*

CustomerSites

End-to-End Solution

CustomerSites


Questions


Marketing Resources – Business Partner Portal

• Sell Sheets

• Win Sheets

• Customer Facing Presentations

• Training Material

• Needs Assessment Questions

• Technical Specifications

• Case Studies

• …and more!


Thank You


october 2013 channel webinar - windstream · pdf filepolycom ip 335 16 proprietary ... (hcs)...

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