Telecom Solutions for the Hospitality Industry

1. Telecom Solutions
for the
Hospitality Industry
Julio.Guerrero@thing5.com
305.351.5547
Hospitality Telecom Consultant
January 14, 2015

2. Company History & Customer Information
 Formed in 2005 to reduce telecommunications operating and capital
expenses with modern technology and services for hoteliers
 2006 - Thing5 deploys first hosted PBX and SIP Trunking solution for
the hospitality industry with Extended Stay Hotels®
 2011 - Thing5 merges with Virtual Agent Services (VAS)
 Today with $50M in annual revenue
 900+ employees in US and Canada
 4,000+ hotels utilizing Thing5 solutions, and growing
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1,000
2,000
3,000
4,000
5,000
2006 2008 2011 2013
# of Hotels with Thing5 Solutions
Deployed
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4. Brands
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REITs Management Cos.
Hersha Hospitality Management

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Thing5 Compatible Network Providers
Thing5 is carrier neutral, providing clients with long term flexibility.

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Migration Path, Incremental Modernization
Through the use of Thing5’s technology, Extended Stay America has realized
operational savings of several million dollars per year.
Migration Path to Completely Above Property Telephony, Immediate and Ongoing Cost Reductions Realized
January 2014: Extended Stay Hotels executes additional agreement with Thing5 for Auto-attendant/Call Gating
Extended Stay
chose to update
the network and
outsource its
management as
well as local
voice and data
service to
Thing5
Thing5
provided SIP
trunking phone
service for the
hotel chain
Reduced the
average
monthly phone
charge for most
properties by
40% - 60%
Thing5 rolled out
its T5 Support to
nearly 700 sites,
allowing Extended
Stay to further
streamline
operations and
reduce costs
related to PBXs
and other on-
premise phone
equipment
Extended Stay began to deploy Thing5’s hosted PBX
solutions on an as needed basis
As of 2012, Extended Stay has replaced hundreds of
PBX, voicemail and call accounting systems at a
fraction of the cost of traditional products and
continues to replace antiquated technology with
Thing5’s next generation offerings
Extended Stay continues
to expand its
consumption of Thing5
solutions and plans to
deploy Hosted Auto-
attendant for all hotels
The chain is now realizing
operational savings of
$4.2 million dollars
annually
2006 2013201220112010200920082007

7. Full Service Hotel – Immediate Phone System Replacement
Hilton Hasbrouck Heights, a full service hotel with 355-rooms, 23,000 square
feet of meeting space, two restaurants, a fitness center and a pool, needed a
complete phone system replacement.
•Shrunk Telecom Opex by 60%
•Enabled e911 compliance
•Provided hotel with predictable, flat rate phone bill
•Enabled new guest offering for free local and LD
Deployed SIP Trunking:
$42,000 in Annual Savings
•Provided solution at 70% lower capex than traditional PBX
•Enhanced functionality for staff with full PMS integration
•Reduced operational duties related to telecom
•Enhanced call flow and call distribution for revenue capture
Replaced PBX with T5 Voice
Cloud Solution: Reduced
Capex Event by $110,000
• Delivering data on 100% of calls
•Improved decision making on staffing
•Enabled hotel for future smart phone integration
•Enabled new revenue opportunities with partner guest amenity providers
Delivering Call Data & Prepared for Smart Phone
Integration
Day 1: Pre-
install Site
Survey
Day 2:
Engineering
Review
Days 3 - 4:
Configuration
and Testing
Days 6 - 7:
Rolling
deployment,
Admin areas,
Staff training,
floors 1-2, 3-4,
etc.
Days 5: Onsite
pre-install
work
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Thing5 is the
only
provider in
the industry
that can
streamline
operations,
offer
complete
visibility
over the
voice
channel and
reduce
telecom
opex and
capex by 40-
60%.
Competitive Landscape

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Why Thing5 versus another provider?
Because as a hotelier, you need “a” provider for telecom – not a collection of them.
There is no other single provider with a complete, modern telephony environment designed for
hoteliers.
 Innovation: Smart phone integration with property telecom environments and mobile
sites to address today’s digital traveler needs – and fidelity of data across your entire
voice channel.
 Future proof: Cloud-based, redundant offerings save money and eliminate future
capex. And you can modernize incrementally or all at once.
 Compliant: Supports current and pending 911/e911 standards, as well as brand
standards.
 Cost Reduction/Cost Control: Reduced opex and capex associated with telecom,
invest where you should – in hotels, people, guest services and revenue generating
initiatives.
 Reliability: Proven with thousands of deployments throughout the US, Caribbean and
Western Europe.

10. Thing5 Solutions
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11.  1. T5 Voice:
 SIP Trunking
 Hosted Voice-Mail (Requires SIP Trunking)
 Hosted Auto-Attendant (Requires SIP Trunking)
 Hosted Call-Accounting (Requires SIP Trunking)
 Hosted PBX (Voice-Mail, Auto-Attendant, & Call-Accounting combined)
 2. T5 Support:
24/7 Support for Legacy PBX, Onsite Telecom Systems
 3. VoiceAgent
Reservations, PBX Operator and Click-to-Chat
 4. MediaAgent
Social Media Reputation Management and Mobile Ad Spend Analysis
 5. TravelButton (Requires Brand App, SIP Trunking & Hosted Auto-Attendant)
Guest Smartphone API
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12. 1. T5 Voice:
Hosted PBX
SIP Trunking
Hosted
Voice-Mail
Hosted
Auto-Attendant
Hosted
Call-Accounting
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13. T5 Voice: SIP Trunking
 Unlimited local & long distance calling US & PR
 Voice traffic utilizes qualified internet circuits
 Number porting process management
 DID (Direct Inward Dial) management
 24/7 router management
 Call routing/emergency re-routing
 Flat monthly rate regardless of usage
 Available with existing legacy PBX and phones
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14. T5 Voice: Hosted Voice-Mail
Guest room and administrative staff voicemail.
 Can be deployed to assist your legacy PBXs and phones
 PMS Interface
 Manages messages upon check-in & check-out
 Follows guest to new room if transferred
 Cloud-based
 Requires T5 SIP Trunking
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15. T5 Voice: Hosted Auto-Attendant
Intelligent call routing and comprehensive call data access.
 Can be deployed to assist your legacy PBX and phones,
 Cloud/hosted managed IVR (call prompts)
 Cloud/hosted customized recordings
 PMS Interface
 Supports Wake-up management and maid-codes
 Comprehensive metrics and reporting on all calls
 Cloud-based
 Requires T5 SIP Trunking
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T5 Voice: Hosted Call-Accounting
Analyze and control your guest call activity.
 Many Legacy systems like SDD Jazz and Homisco
 Interface with PMS
 Primary need is related to International calling
 Provide tracking for 911 and e911 calls
 Provide reporting details to affect pricing and/or service
 Cloud-based
 Requires T5 SIP Trunking

17. Comprehensive call data available in multiple formats by extensions, prompts/queues,
answered vs. unanswered - raw data or with analytics.
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18. T5 Voice: Hosted PBX
Industry leading PBX with Auto-Attendant, Voice-Mail and Call-Accounting
 Fully-featured hospitality PBX
 PMS Interface (MICROS, MSI, Galaxy, FOSSE, OnQ, Sabre and others)
 Hosted in redundant data centers, 24/7 management
 Free, seamless upgrades deployed remotely
 Deployable within 48 hours with existing GUEST phones & wiring
 Cloud-based
 Requires SIP Trunking
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19. Before Thing5 Hosted PBX: After Thing5 Hosted PBX:
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20. 2. T5 Support
Support your legacy PBX (onsite telecom systems)
 24/7 telephone and web-based access
Web-based end-user issue tracking system
 Remote technician access to systems for break-fix, MACDs
Nationwide coverage for onsite dispatch
 Single point of contact for hotel staff for phone system issues
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21. Easy access to certified technical support, ease of tracking open items, updates
sent to requestor’s email
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22. Network Operations Center staff has 24/7 access to support property telecom environment
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23. 3. VoiceAgent (based in Canada and Springfield, MA)
 24 / 7 Customized Reservations
- Answer all in-bound reservation calls
- Sell rooms and services in accordance with brand standards
- Continuity across brand
- English, French and Spanish languages supported
 24 / 7 PBX Operator
- Answer and manage disposition of all in-house guest calls
- Allow staff to focus on revenue generating activities
 Special Services
- Loyalty program support (American Express Platinum)
- Click-to-chat online agent access and offline email
- Social media, online brand management support
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24. 4. MediaAgent (with VoiceTrack)
Social media monitoring and mobile advertising spend analysis:
 Capture all social media mentions across all popular social sites
- TripAdvisor, Expedia, Hotels.com, etc.
- Yelp, Foursquare
- Facebook
- Twitter
 Track ROI of mobile ad spend
- Includes reporting on all mobile calls
- Analytics and trends
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Social media monitoring solution available with agent resources

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27. VoiceTrack reporting provides data with analysis of mobile ROI
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Summary Key Benefits
■ Includes 24/7 reservation agent, PBX operators, live
Click-to-Chat and email and fax management
■ Agents are trained to brand-specific procedures
■ Can serve English, French, and Spanish-speaking markets
■ Agents achieve high conversion rates, <5% call abandon
rate and answer 80% of calls within 20 seconds
 Comprehensive Call Analytics
 Continuous Email Management
 Answer Online Inquiries Faster
 Convert More Calls into Sales
 Scalable to Meet Any Demand
 Simplify Call Flow
 Increase First Call Resolution
 Improve Customer Satisfaction
 Continuous Online Presence
 Tailored Programs to Each Hotel
 Fluent in all leading CRS platforms
WinAl SynXis
iHotelier
Rezview NexGen
Opera Windsurfer

29. 5. TravelButton
(Smartphone integration) (Launching in early 2015)
 Transfer guest room phone services to checked in guests’ smart
phones
- Wake-up, Concierge, Room Service, Messages & other ring down services
- Hotels Services functions loaded with hotel’s amenities
 Property calls to guest phones ring guest smart phones and guest room
phone, calls from guest smart phones within the app to Front-desk,
Concierge and other staff phones display room number and guest name
 Available as an API to embed in existing brand application or mobile
website
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Reach guests anywhere on your property

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