april 15, 2007 launch training. copyright 2006 vonage holdings corp. – proprietary &...

April 15, 2007April 15, 2007

Launch TrainingLaunch Training

Copyright 2006 Vonage Holdings Corp. – Proprietary & Confidential 2

2004 to 2006

Global Expansion2003

Launch2002

Market Testing2001

Research & Development

“Since its launch in April 2002, Internet telephony companyVonage has been a rip-roaring success.”*

-BusinessWeek Online-


Vonage is a Pioneer Growth Company

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$100

$200

$300

$400

$500

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($ in

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ion

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Years (LTM)Begins quarter in which each company first generated revenue


Vonage Highlights

Vonage Marketing, a subsidiary of Vonage Holdings

Corp. is a leading broadband telephone company in

North America

Offering service in more than 200 markets in the US,

Canada, and UK

Servicing 2,200,000+ VoIP lines


Vonage Overview

• Savings• Vonage customers can save up to $400 - $800 per year! That’s

up to a 50% savings!

• Innovation• Vonage offers innovative features such as;

• Virtual Number

• Network Availability Number

• Leadership• Vonage has the largest share of the VoIP market place!!!

Why Vonage???

• Area Code Selection

• Online Account Management


Vonage Recognition

As reported in the June 13, 2006 edition of PC World magazine!

VONAGE

Sure, the company’s commercials grate, but give Vonage its due: It’s the best VoIP service available. For $25 a month, you get unlimited calls to the US, Canada, and a chunk of western Europe. Setup is quick and painless — five minutes, tops — and call quality is clear even while you’re downloading video. Plus, the numerous dialing features — everything from three-way calling to call return — should satisfy even the highest-maintenance dialers.WIRED Lets you adjust sound quality to preserve bandwidth. Free international calls to other Vonage users. Seven-digit dialing available for local calls.TIRED Residential fax line costs an additional $10 per month.$25 per month, www.vonage.com

Feb. 2007

http://www.vonage.com/


Unprecedented Quality

Vonage’s Customers Enjoy High Quality Phone Service

SmartMoney Magazine’s Blind Survey Results:Vonage Call Quality Rated The Best, Beating Even Landline Service

4.1 4

3.6 3.5 3.5

2.1

2

2.5

3

3.5

4

4.5

5

Vonage VerizonLand Line

Packet8 AT&TCallVantage

Broadvoice Cingular


How Vonage Works

Technical Technical OverviewOverview


Technical Overview

High Speed Internet Connection (either cable modem or DSL)

– Cable modem customers can disconnect their landline phone service entirely

– DSL customers will probably need to maintain their basic local calling plan

Vonage Device

– PAP2 with existing/separate router

– Vonage Enabled Router

– Vonage Enabled Phone System

Credit Card/Debit Card

Telephone

Computer (does not need to be on!)

System Requirements for Vonage Broadband Phone Service

Features, Calling Features, Calling Plans and DevicesPlans and Devices


Vonage Calling FeaturesThe Free Features You Expect

• Voicemail

• Caller Id with Name

• Call Waiting

• Call Forwarding

• Call Transfer

• 3-Way Calling

• Call Hunt

• Repeat Dialing

• Call Return (*69)

• Caller ID Block (*67)

• International Call Block

• Bandwidth Saver

# 1 Feature is Savings!!!


Vonage Innovative Calling Features

The Innovation You Desire• Dialing 911

• Local Number Portability

• Area Code Selection

• Network Availability Number

• Multiple Phone Numbers

• Web Based Voicemail Retrieval

• Access via phone, web, email

• Real-time Calling Activity

• National Number Mobility

• Online Features Management

• Change Your Phone Number


Vonage 911

Vonage 911

– Customers are automatically registered for 911 based on the address provided during the activation process.

– Customers can still call 911 even if they live in an area that doesn’t support E911! In the event that the call doesn’t go through their calls are sent to an On-Star like service.

– Currently Vonage E911 service is available in over 2400 PSAPs across the United States! This equates to over 1/3 of the nations PSAPs in less than 1 year!!!

– As of Jan. 29, 2007 - 94% of all Vonage subscribers are E911 compatible!!!

*** E911 is here!!! ***


Local Number Portability - LNP

What is LNP???

Local Number Portability allows customers to keep their current phone number when switching service providers!

Vonage also has the capability to port cell phone numbers!


Local Number Portability - LNP

To Determine if a Telephone Number is Transferable:

Log on to www.vonage.com

Click on the area code tab

Click on the LNP link at the top of the page

Enter the area code and exchange

IMPORTANT TO CHECK EVERY NUMBER, AS WE UPDATE AREAS CONSTANTLY, AND SOME LNP AREAS ARE AVAILABLE OUTSIDE OF VONAGE-SUPPLIED REGIONS.

Is My Number Transferable???

http://www.vonage.com/


Vonage Premium Calling Features

Virtual Phone Number

– $4.99/month per Virtual Number

– Choose a Number From Another Area Code, Which Will Ring to You

– Unlimited Inbound Calls to You!

– Charged as a Local Call for the Person Calling to You!

– Available Areas: USA, Canada, Mexico City, and London for $4.99!

– NEW! PREMIUM INTERNATIONAL VIRTUAL NUMBERS $9.99 in FRANCE, ITALY, IRELAND and SPAIN!


Vonage Free Calls to Europe

Free calls to Europe offer does not apply to calls to cell phone numbers or to special services numbers such as toll-free or caller-paid information services or 900 numbers, and is limited to Italy, France, Spain, UK and Ireland. On $24.99 and $49.99 plan only.

http://www.flags.net/FRAN.htm

http://www.flags.net/IREL.htm

http://www.flags.net/ITAL.htm

http://www.flags.net/UNKG.htm

http://www.flags.net/SPAN.htm


Vonage Premium Calling Features Toll Free Plus

$4.99/month per Toll Free Number

First 100 Inbound Minutes Free Every Month

4.9 cents/minute overage

Incredibly Low International Rates

Austria - 7 cents/minute

Switzerland - 6 cents/minute

Germany - 4 cents/minute

Hong Kong - 4 cents/minute

Japan - 5 cents/minute

Italy – FREE*

Ireland – FREE*

France – FREE*

Spain – FREE*

UK – FREE*

* Unlimited calling plans only


New International Rates

Starting March 12, 2007

New $.01 International Rate Plan

– Selected areas

– Landline calls ONLY

– Premium Rates still apply

Locations of Exciting New $.01 Rate

– Buenos Aires, Argentina - Sydney, Australia

– China - Israel

– Poland - Singapore

– Sweden

– Mexico (Mexico City, Guadalajara, Monterrey)


Vonage Calling Plans

Basic 1500 Minute BusinessIncludes 1500 Minutes anywhere in

the US, Canada and Puerto RicoAll incoming minutes are INCLUDED

$39.99

Basic 500 PlanIncludes 500 Minutes anywhere in theUSA, Canada and Puerto RicoAll incoming minutes are INCLUDED$14.993.9 cents/minute overage

Premium Unlimited ResidentialUnlimited Local & Long Distance Calling throughout US,Canada and Puerto RicoAll incoming minutes are INCLUDED$24.99

Premium Unlimited BusinessUnlimited Local & Long Distance

Calling throughout US, Canada and Puerto Rico

All incoming minutes are INCLUDED$49.99

Fax Service $9.99/month250 minutes of Fax Service

3.9¢ overage

FREE Fax Line500 minutes of Fax Service

3.9¢ overage

3.9 cents/minute overage


Vonage Money Back Guarantee

There are no financial risks to trying Vonage service. Our hassle-free Money

Back Guarantee policy guarantees satisfaction. If for any reason a customer wishes to cancel service, we will refund their money with no questions asked.


Vonage Money Back Guarantee

To qualify for our 30-day money-back guarantee, customers must:

• Cancel service within 30-days of the activation of their account.

• Email [email protected] or call 1-VONAGE- HELP (1- 866-243-4357) to cancel service.

• Return all equipment along with the receipt to the retailer.

• Not exceed 500 minutes of usage in the first 30 days of service.

•Customer is responsible for all international or directory assistance call charges accrued during the 30-day money back guarantee period.

Vonage DevicesVonage Devices


V-Phone

V-Phone – USB Thumb drive Phone AdapterMSRP:$39.99Turn any PC into a Fully Functional Vonage Phone! For the Customer that Travels

Hardware Features Include:Vonage Talk Software Pre-LoadedDetachable Stereo Earpiece Microphone230MB Usable Portable Memory Storage1 year manufacturer’s warranty

Standard Vonage Features Enhanced Features Available

Personalized VoicemailCall ForwardingCaller ID3-Way CallingCall TransferRing ListsCall WaitingRepeat DialingCalled ID Block (*67)Bandwidth SaverOn-Line Account ManagementArea Code SelectionKeep your existing Phone Number*

•Virtual Phone Number™Additional LinesToll Free NumbersFax NumbersClick-2-CallEnhanced 411


V-Phone

1. World’s smallest VOIP self contained telephone adaptor, all pluggable, portable and powerful !

2. The V Phone weighs less that a set of car keys and so lightweight and portable.

3. If you share a computer the V Phone also includes 233 MB of storage space to share information.

4. The V Phone comes complete with a phone headset or you can use your existing PC speakers and microphone.

5. Make and receive Phone Calls from any PC to any phone number.

$14.99 Residential Basic 500 Minutes

$24.99 Unlimited Residential Single Line Unlimited

$34.99 Vonage Office Anywhere Single Line Unlimited

$14.99 Residential Basic 500 Minutes

$24.99 Unlimited Residential Single Line Unlimited

$34.99 Vonage Office Anywhere Single Line Unlimited


Router

Motorola VT2142Vonage Enabled RouterMSRP: $49.99

Hardware Features Include:Built in Vonage serviceNo Router needed!Supports up to 1 additional computers1 year manufacturer’s warranty



•Virtual Phone Number™Additional LinesToll Free NumbersFax NumbersSoft phone™Click-2-Call


Motorola Bundle

Motorola Vonage BundleVonage Enabled Router - VT1005Expandable Phone System – MD751 & MD71(handset)MSRP: $99.99

Hardware Features Include:Built in Vonage serviceSupports up to 1 additional computers1 year manufacturer’s warranty



•Virtual Phone Number™Additional LinesToll Free NumbersFax NumbersSoft phone™Click-2-Call

http://motorola.factoryoutletstore.com/flyer/5226/4fb43ac0964125fe99675413a42e4ee7/Motorola_MD751_-_Mid_March_Delivery.html


Defective devices should be returned to the retailer as per the return policy (30 days).

After the retailer return policy the customer MUST contact Vonage for return authorization!

Defective Vonage Device Return

http://motorola.factoryoutletstore.com/flyer/5226/4fb43ac0964125fe99675413a42e4ee7/Motorola_MD751_-_Mid_March_Delivery.html

Web Account Web Account (Dashboard)(Dashboard)


Vonage Web Account How to Access

Log on to Vonage.com

Enter:

Username and Password


Vonage Web Account Dashboard


The ACTIVITY page lists all calls made and received in 7-day views and allows customers to search their activity for a specific call…

Vonage Web Account Activity

Previous 7 days

Full caller ID with name functionality


Advanced Activity Search

– Customers can enter criteria and locate information about any specific call they made or received!

Vonage Web Account Activity

Search by:

Date/Time

Number

Length of Call


Vonage Web Account Billing

The BILLING page provides information such as billing cycle, next payment date and monthly charges to date.


Vonage Billing Procedures

NO MORE PAPER!!!!!!

Billing is completed via credit card/debit card or automated checking only!

Billing begins as soon as the initial credit card payment is accepted and continues on the monthly anniversary date, approximately every 30 days.

Customers will be notified via email each month telling them their credit card has been charged or if the charge failed.

If payment fails customers are instructed to log on to their account and re-submit payment.

Features added mid-month will be pro-rated on the next billing cycle!


Vonage Web Account Voicemail

The VOICEMAIL page allows customers to listen to and manage messages, set up email notification of messages, receive voicemail via email and change voicemail PIN.

If more than one number on the

account, select the number for voicemail

inbox!


Click on Voicemail Settings to:

Vonage Web Account Voicemail

Change PIN

Set up Email Notification

Call Forwarding


Vonage Web Account Account

The ACCOUNT page allows customers to view and edit account information and password.

All other information can be edited here!!


Vonage Web Account Features

The FEATURES page allows customers to configure each calling feature included in their account.


Vonage Web Account Add-Ons

InstallationInstallation


V-Phone Installation


VT2142 Installation

- Connect from the cable/DSL modem to the VT2142 using the

blue Ethernet cable

- Connect from the VT2142 to the PC using the yellow

Ethernet cable

Employee Employee Accommodation Accommodation

ProgramProgram


Retail Employee Accommodation Plan

Vonage offers an accommodation plan for all retail

partner employees that sign up for the Vonage

service!!!

– 6 months FREE!!!

• Vonage enabled device must be purchased AT retail store and

account activated within 15 days of purchase.

• Go to www.vonagezone.com for details and application!

http://www.vonagezone.com/


New Vonage Training Website

www.vonagezone.com

• Learn about Vonage Service and Products

• Learn about new promotions

• Take the quizzes and WIN prizes!

• Download Brochures, PDF Files, Installation Guides and more…

http://www.vonagezone.com/

Sales Training Sales Training OverviewOverview


Sales Training Overview Qualify

Qualifying Questions

Help your customer select the correct Vonage product and

service plan by uncovering their needs.

1. How much do you pay a month for your standard phone service?

Explain that a typical phone bill from a traditional phone company is over $50 not

including all the extra taxes and fees. Plus, most of the standard Vonage features

cost extra with traditional phone companies. Most residential customers can save

$250 or more per year by switching to Vonage’s “Premium Unlimited” plan!

2. Do you have Broadband or High-Speed Internet service?

Vonage will only work on a high-speed Internet line. Customer’s who have Cable

modems, DSL, modems, or fiber-optic Internet can all use Vonage. Vonage does

not support usage on high-speed satellite.



3. Do you have a router or home network running at home now?

If the customer already has a router/network now and they are happy with it they can save money buy investing in the PAP2, D-Link VTA or

VT-1005 telephone adapter. It will hook into their existing network and save them the expense of buying the router with Vonage capability built-in. If they don’t have a network or router they should consider

investing in one of the router product as this gives them the ability to build a network now or in the future. In fact, after rebates, the router with Vonage built-in are very competitive with a standard router in

price.



4. Where do you call? or Who do you call?

With Vonage, the entire North American continent is a local phone call! There are no more long distance charges for calling across town,

across state, or across the country! Additionally, Vonage’s international rates are extremely affordable. Your customers can call

the United Kingdom for only 3¢ a minute, Tel Aviv for only 4¢ a minute, and Hong Kong for only 3¢ a minute!!

5. Do they wish they could talk to Grandma or another person more often?

They can invest in a “Virtual Phone Number” for them for only $4.99 a month.

That way that person can call them and pay no long distance charges too!



6. Are you planning on keeping your number?

Most customers will have the option of keeping their existing wire-line phone

number over to Vonage’s service. This is no problem for customers with Cable or

Fiber-Optic modems. However many DSL providers do require that you maintain

a “lifeline” or minimal phone service through their phone lines. This is typically

a very minimal charge, buy could interfere with the ability to “port” their existing

number as it is attached to the DSL line.

No worries though….Your customers can still enjoy all of the benefits of Vonage

service including unlimited calling in the US, Canada and Puerto Rico along with our

other included features with a DSL line and still save money in the long run.


Sales Training Overview Present

Frequently Asked Questions

Q. Are there any additional costs?

A. In addition to the cost of your monthly plan, there is a 3% Federal Excise Tax

and a $1.50 Regulatory Recovery Fee. We do not charge state sales tax

UNLESS you reside in NJ.*

Q. Do incoming calls count against my monthly minutes?

A. With Vonage, incoming calls are never counted against your minutes on any

plan. You never pay a fee for Outgoing toll free or Vonage to Vonage calls.

The only exception to this rule applies if you have a Toll Fee Plus number

on your account. Incoming calls to your Vonage Toll Free Plus number

are charged after you have exceeded your monthly minutes.




Q. Do I have to sign a contract?

A. With Vonage there is a 1 year commitment. The customer still has the

opportunity to cancel there Vonage service anytime during that year, but

will incur a “termination fee” of $39.99. After the commitment is

completed the termination fee is waived.

Q. What if the power goes out?

A. If the power goes out, obviously your Internet connection will go down along

with your Vonage service. However, Vonage has a feature called ”Network

Availability“ and will automatically forward any incoming calls to any phone

number of your choice. (i.e. your cell phone)




Q. I have a home security system. Will Vonage work with my security system?

a. Most home security system are compatible with VoIP and Vonage in one way or another! Some of the companies will

have a wired solution and some will have a wireless solution. It will be up to the customer to call their security company and

check on the compatibility with VoIP and Vonage.

b. Vonage does have a partnership with online security company Alarm.com. If a customer is looking to get a security system

this is a great solution for them.



Handling Objections

Q. I have AOL for broadband. Will Vonage work with that?

A. Many people out there are using AOL for Broadband as their internet provider. Just because broadband is in the title of this

service doesn’t mean that it is compatible with Vonage. Vonage needs to have a continuously live internet connection without the use of a log-in. AOL for Broadband, although it has the bandwidth to support Vonage, is NOT a continuously live internet connection and most time incorporates the use of a log-in. For these reasons

Vonage is NOT recommended for use with AOL for Broadband.


Questions?

april 15, 2007 launch training. copyright 2006 vonage holdings corp. – proprietary &...

Documents

vonage works

vonage sure

vonage users

vonage recognition

innovation vonage

subsidiary of vonage

existingseparate router

proprietary confidential