company snapshot
TRANSCRIPT
When it comes to competitive telecom carriers, one name stands above the rest. TelePacifi c. We started as the largest competitor to AT&T, Verizon and CenturyLink in California and Nevada. We’ve added a major footprint in Texas. And our nationwide fi ber access spans the US from Seattle to Miami which lets you connect to your locations anywhere in the country with the utmost in security. Moreover, our CEO’s extensive background and service commitment have set an industry standard. Here is a snapshot of how we got here and how you can benefi t.
Why 40,000
companies like yours
made a change
That’s a far cry from the service and support you fi nd at
TelePacifi c. Your call is important enough to us that we’ll
answer it within 30 seconds — and likely solve your issue
without making you wait for someone higher up to get
on the line. That’s why 92% of our customers say they’re
happy with our service. And it’s why our company has
grown from its roots in California to become a nationwide
network services provider.
In business for business since 1998.
Since 1998, TelePacifi c been providing businesses with
the level of service usually reserved for only the largest
customers of the big telecom service providers. But what
2006A
$276.7
2007A 2008A 2009A 2010A 2011A 2012E
$421.9$444.0
$452.6$476.8
$532.1
$553.3
You’ve heard it a hundred times. “Your call is
important to us, please hold for the next available
representative.” So you hold…and hold. Seconds turn to
minutes and there’s no rep to be found. The receiver feels
like a 50-lb ear lobe. The recording burrows into your brain
like “It’s a small world” or that Oscar Mayer jingle. Welcome
to customer service at the big phone company.
Inc. 5000 awards
Revenue(millions)
Network InfrastructureTelePacifi c served metro areas
National voice/data network
SSAE 16 datacenters
TelePacifi c runs its own meshed fi ber network with more than 1.2 million lines in service in California and Nevada, spanning fi ve ILEC territories.
TelePacifi c’s acquisition of Tel West gives us a major foothold in one of the largest regional markets in the U.S.
TelePacifi c earned a Next Generation Network award for technology in 2011
Our MPLS solutions can connect multiple business locations across the country in a private cloud environment that can be combined with colocation for redundancy and higher application availability.
95 percent of calls into customer care are answered within 30 seconds
93 percent of calls into customer care are resolved on the fi rst call
92 percent of our customers tell a third-party survey company that they are satisfi ed with our service
99 percent invoice accuracy underscores our attention to detail
Our Metric SystemWe are so committed to quality service that we have created metrics that we measure ourselves against on a weekly basis.
was once a local company serving local markets has morphed
over the past decade into a national provider that reaches all
the way from the Canadian border to the Atlantic seaboard.
Even so, we’ve held fast to the idea that our customer service
needs to remain courteous and responsive, with a willingness
to “do the right thing.” We are continually expanding our service
offerings based on customer feedback. We take customer
feedback seriously, too, and are so committed to service
quality that we created metrics that we measure ourselves
against on a weekly basis. We feel it’s one of the best ways to
create visibility and accountability across the company, from
the executives to the sales team to the customer care folks.
We discuss and work every issue, every account and every
customer experience, striving for continual improvement. And
it’s working. Listening to our customers keeps our churn rate —
or the number of customers leaving each month — lower than
the industry average.
Serving customers from fi ve to 5,000 lines.
We have more than 40,000 customers with over a million lines
in service. And each one is important to us because we care
about their business and how we can help them work most
effectively and effi ciently. We understand the challenges they
face establishing themselves in a busy marketplace, because
we faced the same challenges. We want to help you compete
with the “big dogs” and succeed. What makes us so capable?
Besides our talented employees and commitment to our
customers, TelePacifi c offers services from 5 lines to 5,000.
Everything from bite-sized phone and data service to state-wide
offi ce networks to national hundreds-of-locations retail chains.
A long history of consistent growth
TelePacifi c has grown both organically and through acquisition
— from 100,000 lines in 2002 to more than 1.2 million today. In
fact, Inc. Magazine has named us to its list of fastest growing
private companies for fi ve years straight. What’s most telling
about this strong growth is that 75% of it is from customer and
channel referrals. That means we’re doing a lot of things right.
Doing right by you.
We’ve said a lot about us, so let’s end with something about
you — our promise to you. We promise to:
n Exceed your expectations by delivering on time and on
budget — whether it’s installing a new service, upgrading
equipment or simply being there when you need us
n Keep in touch with you on an ongoing basis to ensure our
services are meeting your needs
n Save you time and money, freeing you to build your
business and succeed
n Provide accurate billing with a less than 1% error ratio
n Answer your call in signifi cantly less time than it
took you to read this
We promise not to keep you waiting.
Services In The CloudThanks to our new robust infrastructure, TelePacifi c is moving into managed services in a big way. By moving to the cloud with hosted applications and distributed capabilities, the companyis staying at the forefrontof communications technology.
Voice Data Internet CloudServices
elePacifi c may be a private company, but its executive team has
been in the public eye for decades.
CEO Dick Jalkut has more than 35 years
of top end experience in the telecom
industry. He served as president, CEO,
and chairman of NYNEX Telephone
Companies, which included New York
Telephone, New England Telephone
and the NYNEX Service and Technology
companies.
During his 32-year tenure with NYNEX
and its predecessors, Jalkut oversaw the
voice, data, Internet and usage services
of NYNEX’s seven state operation. He
presided over an organization with more
than 80,000 employees and 16 million
customers, producing more than $15
billion of annual revenue.
In 1997, NYNEX merged with Bell
Atlantic to form Verizon. After
serving in the leadership team
coordinating that successful
merger, Jalkut moved on to
lead the start-up of Pathnet,
a wholesale provider of
services to more than
100 second- and third-tier
markets located across the
U.S.
Other TelePacifi c executives have
held top positions at fi rms like AT&T,
Verizon, Bell South, Sprint, Bell Canada,
Global Crossing, and Accenture. So
TelePacifi c is indeed in good hands.
TelePacifi c Business Services T
TelePacifi c is indeed in good hands.
than 80,000 employees and 16 million
customers, producing more than $15
billion of annual revenue.
In 1997, NYNEX merged with Bell
Atlantic to form Verizon. After
serving in the leadership team
markets located across the
U.S.
Other TelePacifi c executives have
held top positions at fi rms like AT&T,
Verizon, Bell South, Sprint, Bell Canada,
Global Crossing, and Accenture. So Global Crossing, and Accenture. So
customers, producing more than $15
billion of annual revenue.
In 1997, NYNEX merged with Bell
Atlantic to form Verizon. After
serving in the leadership team
markets located across the
U.S.
Other TelePacifi c executives have
held top positions at fi rms like AT&T,
Verizon, Bell South, Sprint, Bell Canada,
Global Crossing, and Accenture. So Global Crossing, and Accenture. So
Engineered for reliability andperformance, our Ethernet Virtual
Private LAN Service affords private secure VLAN connections over our MPLS
core network. From a single E-HUB connection, carriers can service their
customers from anywhere withinour coverage area.
Closing Tidbits
Wholesale ServicesTelePacifi c Wholesale refl ects a facilities-
based company with over 50,000 fi ber
route miles connected to more
than 450 local serving offi ces
(LSOs). We cater to carriers,
service providers and cable
operators of all sizes.
n Local Transport Services
- Ethernet and TDM
n Data Services
- Internet and MPLS
n Colocation Services
- SSAE 16 datacenters
- Carrier class
n Local Exchange Voice Services
- UNE-P Replacement and PRI
Bakersfi eld | Camarillo | Carson City | Fresno | Garden Grove | Irvine | Las Vegas
Los Angeles | Modesto | Napa | Ontario | Palm Springs | Reno | Sacramento
San Diego | San Francisco | San Jose | San Luis Obispo | San Rafael | Santa Ana
Santa Barbara | Stockton | Walnut Creek | Woodland Hills | Austin | Corpus Christi
Dallas | Fort Worth | Houston | San Antonio
telepacifi c.com
n The largest competitor to AT&T, Verizon, and CenturyLink in California
and Nevada with 50% of CLEC marketshare
n An expansive footprint in the largest metro areas in Texas
n Named to Inc. Magazine’s “Fastest Growing Private
Companies in America” six times (2007 through 2012)
n Monthly governance meetings; audit committee includes
former CA Governor Pete Wilson (board member since 1999)
n Over 1,500 employees across 30 regional offi ces and four call centers
he largest competitor to AT&T, Verizon, and CenturyLink in California
Over 1,500 employees across 30 regional offi ces and four call centers
3-time recipient of the Internet Telephony Product of the Year Award
Some service availability maybe limited by geography.
Local/LD
Toll-Free
Conferencing
Mobile
Private IPMPLS QoS
VPNs
Colocation
Managed Security
Private Line
1 Mbps to 1 Gbps
Fixed Wireless
Network Redundancy
Hosted PBX
Desktop & Server Backup
Hosted Exchange
Datacenter