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Next Generation Network Solutions
“PAETEC rises above the communications service provider pack”
- Forrester Research
COMMUNICATIONS
SECUITY
SECURITY BUSINESS CONTINUITY BUSINESS INTELLIGENCE MANAGED SERVICES FINANCING
Introductions
Company Highlights
Industry Focus
Account Management/Customer Service
Product Portfolio & Company Strengths
Network Topology/Initiatives-Open Discussion
Next Steps
Agenda
Cc Mission statement- To be the most customer and employee
oriented company in the industry
American Business Ethics Award
Company Overview
- Headquartered in Rochester, NY
- Founded 1998
- Evolution of an Industry Leader
- Key Mergers & Acquisitions
- NASDAQ: PAET
- 4,600+ Employees
- $2.2 Billion Revenues*
- Services 86 of Top 100 Metro Regions
- ISO 9002 Certified
- Largest CLEC in the US by Revenue
Account Stewardship
Customer Service
Unmatched Customer Service
-3 fully redundant (24 X 7 X 365) Network Operation Centers
-Rochester NY, Charlotte NC & Cedar Rapids IA
- Industry leading web portal with real time access to trouble ticketing system
- 265 highly trained NOC technicians
- In 2010 86% of all incoming calls were answered by a live person in 20 seconds or less
- Customer retention in excess of 99% (monthly average)
Network Operations Center - Charlotte, NC
Network Operations Center - Rochester, NY
Core Values
Network Operations Center - Charlotte, NC
Network Operations Center - Rochester, NY
* Caring Culture
* Personalized Solutions
* Open Communication
* Unmatched Service
Customer Satisfaction
2008 Customer Advisory Board Meeting
- Dedicated Account Team Approach
• Provides multiple layers of support
• Employee compensation based on customer
retention and satisfaction***
• Escalation list provided
• Provides direct liaison with PAETEC’s NOC
- Customer Experience • Quarterly performance reviews provided (Including a welcome
package meeting within 10 days of the first invoice)
• Simplified Invoicing Structure
• Industry leading online support tool via “PAETEC Online”
• Customer retention rate in excess of 99%
We Listen to Our Customers
- Discuss business challenges
- Build the foundation for PAETEC’s product and
service investments through customer feedback
- Access PAETEC senior executives
- Network with peers
- Discuss Industry Trends & Concerns
Customer Advisory Board Program
Regional forums for knowledge sharing and
relationship building between PAETEC and our
customers
2008 Customer Advisory Board Meeting
“I have been a CAB member for
the past four years and value
the program completely. The
LEGO Group truly benefits from
the products, services, and
actions that result from CABs.”
Joanne Zanetti,
LEGO Systems, Inc.
Industry-Leading Customer Satisfaction
Net Promoter Score (NPS) measures
customer satisfaction
PAETEC’s 2010 NPS is 19.8, an increase
from our 2009 score of 18.8
PAETEC employees’ bonus depends on
constant improvement of our NPS score
Data for non-PAETEC companies was
gathered from the “Net Promoter
Telecommunications Industry Report of 33
Telecommunications Companies – June 2010”
completed by Satmetrix Systems.
0
PAETEC
19.8
-15
AT&T
Telecom NPS Benchmarks
-18
Verizon
-34
Qwest
Products & Services
Personalized Solutions
“Our solutions are like no other communications provider, because your needs are like
no other business”- Arunas Chesonis (Chairman & CEO)
Products & Services Portfolio Personalized Solutions
2008 Customer Advisory Board Meeting
PAETEC’s strategic product marketing focuses on 6 major product categories:
Communications Solutions
Security Solutions
Business Continuity
Managed Services Solutions
Business Intelligence
Financing Options
Core Products Value-Added Services
Data Equipment Applications Data CenterVoice
Communications All Data All Equipment All Voice
Security MPLS VPN
Hosted E-mail Security
Hosted Web Security
Network Firewall
Intrusion Detection & Prevention System (IDPS)
Network Engineering Consultation
Managed Fraud Protection
Managed
Services
Managed Router Support
Managed CPE Firewall
Network Firewall
Intrusion Detection & Prevention System (IDPS)
Colocation Services
Data Backup & Recovery
Dedicated Hosted Server
Shared Web Hosting
Hosted IP Telephony
Managed Fraud Protection
Financing Equipment for Services
Equipment Rental
Software for Services
Business
Continuity
MPLS VPN Fixed Wireless Private Line
Network Engineering Consultation
Hardware Maintenance Support
Colocation Services
Data Backup & Recovery
Dedicated Hosted Server
Dynamic IP
Direct Trunk Overflow
Network Diversity Engineering
Toll-Free RoutingConsultation
Advanced Toll-Free
Hosted Broadcast Notification
Business
Intelligence
Managed Fraud Protection
Hosted Broadcast Notification
PINNACLE Communications Management Suite
Data Center
PINNACLE Communications Management Suite
sApplications
Solutions
PAETEC Solutions
Core Products Personalized Solutions
2008 Customer Advisory Board Meeting
• Voice - Local/Long Distance
- Toll Free
- SIP Trunking
• Data- Dedicated Internet
- MPLS
- Data Center Solutions
• Differentiators- Pinnacle Software Moving into the cloud
- Cloud Based Solutions
- Quagga Family of Products
- PBX Centralization (Virtual Telephone Number VTN)
- 3G/4G Wireless MPLS Backup (Managed)
- Equipment for Services Program
Strategic Investments- Recent Acquisitions Personalized Solutions
One of the nations
largest Fiber
footprints. 37,000
Fiber route miles.
Custom network
solutions from
10Mb to 10Gb
Sonet/Wavelength
& Ethernet
World-class
systems integrator
and top partner for
Avaya on the West
Coast, with
expertise in IP-
based voice and
video systems for
medium and large
businesses.
Among the largest full
service providers of
advance
communications
solutions servicing
enterprise customers.
Avaya Platinum
partner specializing in
managed services
Uses mobile
applications on a
smart phone to
simplify the way
people communicate
with each other.
Equipment Partners Personalized Solutions
2008 Customer Advisory Board Meeting
Why PAETEC Personalized Solutions
2008 Customer Advisory Board Meeting
• Personalized Solutions
• Industry Leader
• Customer Service
• Product Portfolio
• Financial Stability
• Dedicated Account Team
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