1. Your partner logo here Mitel Retail Solutions: Creating Customer Driven Stores Sandy Janes Director - Vertical Solutions Marketing

2. Mitel | Confidential4/8/2018 slide 2 Foundation of a Retail Solution We do not force you into a generic ‘retail’ category

3. Mitel | Confidential4/8/2018 slide 3 You are in Good Company (Lunn Poly) Viglen

4. Mitel | Confidential4/8/2018 slide 4 Identifiying Your Challenges... Increasing loyalty Enhancing the customer experience Personalization Sharing intelligence in a dispersed organization Corporate responsiveness Cost control Margins & competition Reduce costs Inventory management Shrinkage & Security Productivity Corporate mobility Training

5. Mitel | Confidential4/8/2018 slide 5 VoIP Drivers Identified by Your Peers  Key Categories: Raw Cost Savings, Productivity Enhancements, and Business Improvements Cost savings Simplify or improve communications Enable collaboration Reduce LD or circuit costs Enable applications Enable mobility Optimize network Boost productivity Improve customer service Accommodate growth Extend functionality to remote workers Eliminate cable plant Facilitate cost-effective telecommuting Increase competitiveness Consolidate vendors 3% 5% 8% 11% 14% 16% 19% 27% 65% 70%60%50%40%30%20%10%0% What are your business goals for VOIP?

6. Mitel | Confidential4/8/2018 slide 6 The Evolution Process of VoIP as Experienced by Mitel’s Retail Customers Platform High-Touch Applications Enhance Company Image and Competitive Positioning  Multi-Site / Network  Network Management and Maintenance  Physical Infrastructure and Power  Productivity Gains Short Term Medium Term + New Revenue Generation Retailers have justified VoIP installs based on these factors alone Improve Operating Efficiencies Reduce TCO

7. Mitel | Confidential4/8/2018 slide 7 Retail Cost Drivers  Cost Savings: key driver in any Retail deployment. Core, platform driven savings… –Network/ Communications Savings –Centralized Attendance –New Store Wiring –Centralization Administration (IT) & Equipment Maintenance Application savings… –Audio Conference Savings –Cost Effective Call Centers (Remote Agents and/ or “Follow the Sun” Approach) –DVR security solution  Flexibility –Lower TCO with Gateway options –Remote IP phone (teleworker) at smaller retail stores  Migration –Stores vs Headquarters –Applications can be added over time, as required Your forecasted savings can be calculated with Mitel’s ROI tool

8. Mitel | Confidential4/8/2018 slide 8 The Complete Retail Offering VoIP Solutions Voice Enabled Customer Portals Helpdesk / Catalogue Contact Centre Solutions Retail Point of Sale Phones Safety / Security Solutions Wireless Solutions Remote Store, Agent / Employee Solution On-line Staff & Customer Collaboration Customer Assist Solutions POS Monitoring Solutions Public Safety: Emergency Response Event Notification Solutions Hosted Solutions People Counting Solutions

9. Mitel | Confidential4/8/2018 slide 9 Putting the Pieces Together... Focus of this presentation Store #1 Store #2 Corporate Campus Merchandising Department Warehouse Contact Center Mobile Employee

10. Mitel | Confidential4/8/2018 slide 10 Mitel’s Customer Driven Store What do we define as a Customer Driven Store? Simply put, it’s a store that is:  Focused on the needs of customers by improving response time to requests  Efficient and strives to improve employee productivity  Intelligent  Cost effective

11. Mitel | Confidential4/8/2018 slide 11 Defining the Customer Driven Store: Productivity and Customer Service via Mobility Mobile extension allows both phones to ring simultaneously Skills based ACD increases the functionality of wireless by sending calls directly to the right associates Deli Pharmacy Deli, bakery YA Softphone allows District managers to bring their extension with them to ANY location - inside, or outside of the network Ü Sales Associate Mobility Ü Store Manager Mobility Ü Regional Manager Mobility Hot desk solutions allow corporate staff to share back office space

12. Mitel | Confidential4/8/2018 slide 12 The Next Step in Customer Driven Stores Inventory Links  Enter the product code and press the start key  Application interrogates the retail stores database and then displays the relevant information … in this instance the price… … or product quantity  Press the right scroll key to display the product description.  Pre defined alert text messages… –“Please meet customer at back door for pick up” –“Please authorise a transaction” –“Please provide change at cash position 8” –“Emergency door opened in zone 3” Price Product Description **NOTE: this application requires custom development. This is not a GA application

13. Mitel | Confidential4/8/2018 slide 13 Defining the Customer Driven Store: Are You Abandoning Customers? We will explore solutions for: – Remote customers –Abandoned Calls: Basic Solution –Abandoned Calls: Advanced Solution – In-Store Customers

14. Mitel | Confidential4/8/2018 slide 14 Addressing Abandoned Calls Basic  The Basic / Embedded Options  VoIP changes how each customer call is handled immediately –Interactive Auto Attendants answer frequently asked questions (store hours) –Intelligent Routing route calls to specialized associates simultaneously to ensure customer calls are answered by properly from the first point of contact –Sales Associates Reach (multiple call ring) rings all phones within a given department It has been reported that customers who called a DIY store in advance spent up to five times as much when they come in to the store, yet their own estimates showed that upward of 25% of these calls were dropped.

15. Mitel | Confidential4/8/2018 slide 15 Addressing Abandoned Calls Basic  If customers find themselves on hold … Keep them engaged and use this to your advantage –Embedded Music-on-hold gives you complete control over what they hear –Dynamic Messaging can inform customers of specials relevant to the area that they are calling A USA Today study revealed that 85% of callers prefer to hear information while on hold. With silence, 60% will hang up after one minute. And over a third of those callers won’t ever call back.

16. Mitel | Confidential4/8/2018 slide 16 Abandoned Calls Advanced: Taking it to the next step STEP ONE: Understanding your calls. From the individual Associate, to a Specific Department, to a Specific Store, Across the Country Calls answered/customers assisted – queued & direct associate, department, store Calls/customers abandoned, when and who – how many customers are you losing? Outbound calls – what are your associates doing with their time? Requeues – when an associate fails to answer a call - why did they not answer? Account codes entered by the Associate – What are customers calling about? Duration and average handle time of calls? How many Associates do you need to be successful?

17. Mitel | Confidential4/8/2018 slide 17 STEP TWO: Advanced ‘In-Store’ Customer Service Center. Have remote staff answer customer inquires from another location Support for multi-media contacts such as e-chat, email or fax

18. Mitel | Confidential4/8/2018 slide 18 In-Store Customer Solution Text message and/or canned voice Wireless device rings and/or vibrates Manual or auto escalation Associate acknowledges receipt Associate arrives at call origin & presses “cancel” Sporting Goods Aisle 8 ConnexAssist Pager

19. Mitel | Confidential4/8/2018 slide 19 Customer Driven Stores Intelligent Store Solutions  Remote Customer Reporting  People Counting  In-Store Customer Assistance Remote Customer Intelligence: How many calls are you losing? At what point are you losing them? What are they asking for? What departments are they asking for? What is happening here? How many times did customers need assistance in Aisle 8? How long did the call last? Are there peak volumes that need to be addressed in given departments? Store Traffic Flow Intelligence: Number of people that entered the store? How does this compare to POS figures? What key areas did they visit? What areas did they not visit?

20. Mitel | Confidential4/8/2018 slide 20 Financial: Controlling Costs

21. Mitel | Confidential4/8/2018 slide 21 Defining the Customer Driven Store: Retail Set Options That Lower TCO SMALL STORE: Teleworker LARGE STORE: POS Phones (available in Fall 06!) CORPORATE Remote IP Phone - Perfect for smaller retail stores, remote sales agents, home based staff - Eliminates the cost of putting a PBX on the store premises - Managers and owners can have a phone at home for emergency calls and quick access to voicemail

22. Mitel | Confidential4/8/2018 slide 22 Retail POS Phone  Small footprint, low cost IP phone, developed for Retail POS –Dual port –Compression Support –SIP Protocol only (SIP Line side support is planned for 3300 Rel 8.0) –2 Lines –3 Hard Keys: Hold, Transfer, Redial –4 Programmable Keys: Speed Dials, Message, Page, etc. –Speaker (for page receive only, not Handsfree, i.e no mic) Planned availability: Calendar Q4, 2006

23. Mitel | Confidential4/8/2018 slide 23 Cost Savings Examples  Network/ Communications Savings –Toll bypass savings vary dependant on retail site distribution –By implementing toll-bypass alone, one “Big Box” retail customer with over 200 stores estimates they will save approximately U.S. $2.7 million over five years” –Conference call savings can be significant. Rates of $.12 cents per minute are typical. One tier-one grocery enterprise saved $32,400 per month, in this scenario the ROI for the Conference Bridge proved itself in less than 2 months  Centralized Attendance –Typically $40K savings per year, per attendant  New Store Wiring –Significant driver for new store builds –35% to 45% savings for single wire (CAT5) deployment –Wireless LAN  Centralization Administration (IT) & Equipment Maintenance –Up to 80% savings in manpower  Moves Adds and Changes –Saved one 6 site retailer $35,000 per year in MAC alone

24. Mitel | Confidential4/8/2018 slide 24 Improving Operations

25. Mitel | Confidential4/8/2018 slide 25 Cutting the Cost of Theft: Shrinkage and Intelligence Solutions Event Notification with Security Cameras monitoring exits can be triggered based upon RFID triggers or event notification if doors into areas set as restricted / off limits / after hours are breached Point of Sale Camera / Software Specialized software used in conjunction with check-out mounted cameras track events and link up with POS receipts People Counting Software Specialized software used in conjunction with security designated security cameras can track the number of customers entering and exiting the store PSTN Local Area Network

26. Mitel | Confidential4/8/2018 slide 26 Business Communication

27. Mitel | Confidential4/8/2018 slide 27 Business Communication A look outside the stores…  What are your current communication patterns? Do you expect, or need, this to change?  What is the communication pattern between Stores and Stores to Corporate –Conferencing and Collaboration Solutions (audio, video and data collaboration)  Who are your largest mobile users? –Buyers, Regional Managers, Corporate Management –How often do they they travel, where do they travel, what are they doing (windows, merchandising, mystery shopper? –Do they hot desk today? –Do they/ can they work from home? –Corporate Mobile User Solutions: –Mobile Extension –Unified Messaging

28. Mitel | Confidential4/8/2018 slide 28 Retail Concepts… Our Custom Development Team Awaits You!

29. Mitel | Confidential4/8/2018 slide 29 Just In Time Inventory – Real Time Event Notification  Link with RFID to provide event notification to communication devices – low stock, security tag alarms, etc. Restock Motor Oil #154367

30. Mitel | Confidential4/8/2018 slide 30 Fraudulent Card Alert 1. Fraudulent card is given to the cashier 2. Security is notified about fraudulent card before the cashier receives notice Card Fraud at POS 2 3. Security can be in the area in the event that the cashier requires assistance

31. Mitel | Confidential4/8/2018 slide 31 Operations: Lone Worker Application Applications that Monitor the Safety of Employees  Targeted towards warehouse locations or specialty stores that only have one person per shift Logged Out Logging In Inactive ALARM!! Send Request Status: Safe User on a call No response after Q retries No response after Q retries Y minutes pass Y minutes pass Administrator Options Busy

32. Mitel | Confidential4/8/2018 slide 32 Summary of What Mitel Can Offer Customer Driven Store  Focused on customer needs  Efficient and strives to improve employee productivity  Intelligent  Cost effective  Safe Simple, Flexible Migration Path Solutions that are Easy to Use

33. Thank you