©2016 EarthLink. All rights reserved. Hosted Voice & Hosted Contact Center

2 ©2016 EarthLink. All rights reserved. How Are You Connecting With Customers? Consumers switched brand or business due to poor customer service 66% Consumers who switched said the brand could have done something to stop them 82% Shoppers prefer live chat 21% Shoppers prefer telephone 23% Shoppers prefer 54% Customers form their opinion about a company based on their call center 92%

3 ©2016 EarthLink. All rights reserved. Business Challenges in Meeting Goals 1.Missing sales opportunities 2.Business Continuity readiness 3.Leveraging new technology Enhancing the customer experience.

4 ©2016 EarthLink. All rights reserved. Why Hosted Voice? Gartner — IT Market Clock for Communications Services, 2013 Capital and personnel cost savings Reduces risk of rapid technology obsolescence Modernize existing premises-based telephone environment

5 ©2016 EarthLink. All rights reserved. Reimagine Your Phone System EarthLink Hosted Voice is a state-of-the-art, full featured phone system solution

6 ©2016 EarthLink. All rights reserved. Hosted Voice Analog Service All the benefits of an IP voice solution without buying new IP phones until you're ready. Use existing Internet connections, eliminating the need for local provider phone lines, dramatically decreasing operating expenses and simplifying management.

7 ©2016 EarthLink. All rights reserved. Hosted Voice — How We’re Different Fully Managed Local area network IP Desktop phones Flexibility Multiple access options with QoS Hosted Contact Center Premium options Bring your own broadband Analog devices supported Disaster Recovery Call Routing Mobile Communicator Power over Ethernet Battery Backup Rapid Onboarding Dedicated installation team Customer support group Implementation & Configuration Administrators & end-user training

8 ©2016 EarthLink. All rights reserved. How Customers Benefit Superior Customer Experience Lower call abandonment Shorter call durations Costs aligned to seasonal demands Call Center Agent productivity gains High call quality Improved client service Supports remote employees Obsolescence avoidance CAPEX savings Avoided large CAPEX Enhanced client experience Our Customers case study page

9 ©2016 EarthLink. All rights reserved. Design a phone system that best meets your needs and budget. Make It Yours ✔ Choose access methods by location ✔ Specify number of seats and service level for each seat ✔ Maintain Analog phones, fax machines, modems ✔ Create the service bundles desired ✔ Select from a variety of IP phones ✔ Enhance your phone system with optional services

10 ©2016 EarthLink. All rights reserved. Choose the service level based on your requirements: Select Your Service Level Standard BundleStandalone Deployed over EarthLink Complete MPLS or Internet Network Full Feature bundle of converged minutes, Toll Free and Includes router, switch, POE and Battery Backup IP Phones provided All 4 seat types Virtual training Salesforce.com integration Supports Hosted Contact Center Deployed over your existing Network – Bring Your Own Access (BYOA) Basic bundle of 100 minutes of use per seat Router and switch as optional add-ons IP Phones provided Standard & Remote Worker seat types Virtual training Salesforce.com integration Maintain analog phones, fax, modems Supports Hosted Contact Center

11 ©2016 EarthLink. All rights reserved. Choose the seat type based on end user requirements: Select Your Seat Type Basic SeatAnalog SeatStandard SeatPremium Seat Remote Worker Seat For shared or public phones (no Voic ) For businesses that bring their own Internet access, maintain analog phones, and have cloud based voice features. For users who do not require communicat ion outside of the office, mobile integration or call routing For users who need advanced tools for productivity including mobile integration, more storage capacity for voic , fax, contacts and Salesforce.com integration For individual users who work from home or any fixed location outside the office and need Salesforce.com.

12 ©2016 EarthLink. All rights reserved. Make any mobile device a business line View and click to dial your company contacts Maintain a single voic box with unified messaging Manage call routing and preferences from any PC or MAC Always be a local call away from your office Take Your Office Anywhere

13 ©2016 EarthLink. All rights reserved. Engage in more intelligent customer conversations. Hosted Contact Center Connect with your customers via , chat, web, phone, or social media.

14 ©2016 EarthLink. All rights reserved. Never Miss an Opportunity Stay connected with your customers Improve staff effectiveness Simple to manage Reduce costs Technology to meet business goals Guaranteed reliability and quality

15 ©2016 EarthLink. All rights reserved. EarthLink Hosted Contact Center integrated with EarthLink Hosted Voice on a private network to deliver…. Why EarthLink? Guaranteed voice quality Contact Center awareness of staff member availability Guaranteed service availability So you can provide the best customer experience.

16 ©2016 EarthLink. All rights reserved. Three levels of service for staff members Fully integrated with EarthLink Hosted Voice Hosted Contact Center Service Levels StandardPremiumPlatinum Call routing In & Outbound Skills Based Routing Monitoring Call Recording Reporting Standard + Standard CRM Integration Advanced Call Routing Web Chat Social Media Support IVR support Premium + Custom CRM integration Workforce Management Customer Feedback Screen capture and recording Text to Speech Speech Recognition

17 ©2016 EarthLink. All rights reserved. Over 100 Reports available! Hosted Contact Center Reporting & Dashboard

18 ©2016 EarthLink. All rights reserved. Your Satisfaction is Our Priority InstallationCustomer Care & Repair Dedicated Project Manager Field Engineers: Site survey for all locations Solution designs Pre-installation visit Provisioning and testing Post-installation Support Team Customer Care team Technical Support team Customer Resource Center User guides, tutorial videos Configuration and Implementation Services Auto Attendant Configuration Service Auto Attendant Professional Voice Recording Service Auto Attendant Configuration Change Service Hosted Voice Implementation Service Post-Installation Configuration Change Service

19 ©2016 EarthLink. All rights reserved. Training Courses by Certified Instructors On-Site Online Self-Paced Online Training Administrator Tutorial End User Tutorial Training Tailored to Your Solution

20 ©2016 EarthLink. All rights reserved. Let’s discuss further how your business can benefit from Hosted Voice and Hosted Contact Center. Reimagine Your Phone System Staff effectiveness Stay connected Reliability & quality Technology Reduce costs