Hosted Contact Center Service Details 2-14-17

Hosted Contact Center Enhanced staff effectiveness for superior customer experience Connect with your customers via email, chat, web, phone or social media.

Hosted Contact Center Service Levels Standard Retail Premium Platinum Auto Attendant Call Routing In & Outbound Voice Voice Queuing Skills Routing Monitoring Call Recording Reporting Working Schedules Named Agents Interactive Voice Response (IVR) Call Routing Inbound Voice only Queuing Options (Voice Mail, Call Back) Bulletins IVR Survey Concurrent Call Paths Standard + Text to Speech Standard CRM Integration Web Chat, Email and Social Media Support Premium + Custom CRM integration Workforce Management Customer Feedback Speech Recognition EarthLink Voice services (Hosted Voice, SIP Trunking, PRI and Business Lines) solution provides a feature-rich platform for customers that require Hosted Contact Center functionality. There are three types of agents that are available, and each agent type has a distinct feature set which is described below. Features are broken up by categories in the document below, with a brief description for each agent type, Standard Agents – Voice only interactions with basic call routing and call reporting. Retail Agents – Queuing/routing of all customer calls whether at the store locations and no call center or integrated with a call center to expand the resource pool to support customers Premium Agents – Multi-media interactions beyond simply voice, and IVR call routing to more intelligently route calls through the contact center. Platinum Agents – All features included with Premium Agents, and additional modules including Work Force Management and other agent productivity tools.   Four levels of service Fully integrated with EarthLink Voice Services: Hosted Voice, SIP Trunking, PRI or Business Lines (Line Side)

Hosted Contact Center Media Channels Standard Retail Premium Platinum Description of Service Inbound Voice x Calls routed to predetermined number or set of numbers that are offered to a group of agents Outbound Voice Agent initiates an outbound call on an ad hoc basis. Outbound Voice – Campaign Progressive Dialer – Connects to an aware agent while call is made. Dial outs are scheduled. This is not preview dialing that offers call to agent for agent initiate call when ready. Also this is not Predictive where call is launched and system then finds agent (this where called party receives dead air space) Email Queue   Queues emails that come into a specific email address that is then forwarded to the Hosted Contact Center platform. Web Chat Queue Queues interactions that come through customer website, and queued for agents to handle as the interactions come in. If customer is subscribing to this, then a link is provided by EarthLink to the customer to be posted to customer's website. Voicemail Once the caller is in the queue, if a voicemail option is available and caller leaves a voicemail this can be queued for an agent to take action on. Fax Web-based server (customers) on fax to email. Queue email as configured email as faxes get sent to. Handled similar to email. Please note faxes are not stored on the hosted contact center platform. Queued Call Backs Optionally Choose to have call back when agent is available. Keeps caller's priority. Option in queue. Does not tell the caller how long their wait time is. Twitter Come in same as email and is queued for next available agent. Used to track and includes Link for customer to respond on Twitter. Essentially customer sets up email notifications themselves in Twitter and then that email is set up as a queue for agents. Facebook Come in same as email and is queued for next available agent. Used to track and includes Link for customer to respond on Facebook. Essentially customer sets up email notifications themselves in Facebook and then that email is set up as a queue for agents. Solution takes the call center to the contact center by allowing customers to queue and report on interactions beyond just voice calls. EarthLink understands that the user experience is changing, and we want to give you the ability to continue to give an exceptional customer experience no matter how your existing and prospective users contact your organization.

Hosted Contact Center Supervisor Functionality Standard Retail Premium Platinum Description of Service Summary Screens x High level overview of the queue to provide health of the contact center. Configurable Graphical Alerts Through the dashboard supervisors are easily able to assess and take action on any issues that may be occurring throughout the contact center. Coaching - Monitor Allows supervisors to listen in on interactions of agents to insure agent is providing the appropriate customer experience. Especially helpful for agents in training. Coaching - Whisper Allows supervisors to help an agent through an interaction with a customer. Especially helpful for complex or high profile customers, and agents in training. Coaching – Barge-In Beyond Monitor and Whisper we support the ability to supervisors to insert themselves into the interaction with a customer. Configurable Email Alerts   Manage alerts to go out to email addresses per queue based on predetermined metrics, i.e. calls hoping too long in a queue or too many calls in a queue Supervisors have a tremendous amount of functionality through the portal, which provides them up to the minute views of the contact center in order to take action against any issues. Additionally through the reporting functionality supervisors can make sure shifts are appropriately staffed.

Hosted Contact Center Call Routing Options Standard Retail Premium Platinum Description of Service Call Router x Telephone number set up based on a predetermined set of rules based on a schedule set up in CommPortal Auto Attendant Automated message that provides callers up to 9 options to route them to the appropriate resource DNIS   IVR option which routes calls based on the number dialed Skills Based IVR option which routes calls to the agent best equipped to handle the interaction or skill set. For example, Spanish versus English Geo Routing IVR option which routes calls based on the number the caller is dialing from Type of Day IVR option which routes calls based on the type of day, i.e. Monday versus Saturday. Time of Day IVR option which routes calls based on time of day, i.e. 8 am EST versus 9 pm EST. Uniform Call Distribution IVR option which routes calls evenly across all agents Overflow IVR option which overflows calls to a 10 digit number if all agents are busy. There are a number of ways a customer can route calls throughout the contact center, Auto Attendant and IVR can both perform routing based on language need or any other classifications, 1- support, 2 for sales Simple routing vs complex routing (AA vs IVR) comparison

Hosted Contact Center IVR Functionality Standard Retail Premium Platinum DTMF Recognition   x Speech Recognition Text-to-Speech Speak back to customer to validate input Bulletins IVR Survey Build a post call survey Test Sandbox IVRs allow callers to route calls intelligently within the contact center based on the callers inputs, additionally allows contact centers to provide information and survey callers to make sure the customer experience is on par with your company’s image.

Hosted Contact Center CRM Integration (Screen Pop, Outbound Dial) Standard Retail Premium Platinum Salesforce.com   x Oracle SugarCRM Netsuite Microsoft CRM Remedy ServiceDesk Service Now Only available with Premium and Platinum agent types. Standard CRM Integration is included in either of these agent types, listed in matrix above. If customer is operating a CRM system that is not listed above it may require custom integration which will incur an additional charge to integrate the Hosted Contact Center solution.   Standard functionality includes screen pop by Caller ID or user input into IVR, i.e. Account ID or Ticket Number. Additionally basic screen pop via HTTP push is available, which may work for browser based CRM environments.

Hosted Contact Center Work Force Management Standard Retail Premium Platinum Description of Service Forecasting   x Ability to look at history and determine # of agents required to support traffic patterns. Requires significant # of interactions daily to truly provide intelligent forecasting. Scheduling Scheduling is manual. Provides customers the ability to make the decisions on scheduling. Optimization Determine service levels for each queue and the number of agents required to meet that level of call completion. For example how many agents must be scheduled from 8 am - 5 pm in order to complete at least 70% of the interactions offered to the contact center. Adherence Real-time monitor as the agents are schedule to do what they are supposed to be doing. Real-time view of who is adherent and who is not. To take action against it immediately. Important when agents are supposed to be going on break versus answering calls versus completing training. Vacation Automation Part of scheduling. Gives ability to provide agents a certain allotment of vacation time. As agents book vacation it will show them how much they time they have used and how much they have left. OR go into queue to see how many people you can have off on any given day within that queue. Allows agents to go in and book a day off and only can book if allotment has not been used up. Shift-Trade Marketplace Ability for agents to shift trades. Allows agents to put out to the team or to make a specific trade with a specific individual. Has to be like to like skill, so that agent capabilities are consistent. Can be either auto approved or manual approval. Please note system does not support the ability to upload historical data, and all results are based on data generated on the Hosted Contact Center platform. Ideal for customers that generate over 100 interactions per day

Hosted Contact Center Add-On Modules Modules available to Platinum Agents Coaching Tool Desktop Application Usage Monitor Screen Capture & Recording A more detailed description of any of the features listed above can be provided.

Reporting and Dashboard Over 100 Reports available!

Training Tailored to Your Solution Training Courses by Certified Instructors Online Recorded for Playback Self-Paced Online Training Administrator Tutorial End User Tutorial Any new phone system with new features and options can be a challenge for administrators and end users, and EarthLink provides training by our own internal team of Certified Instructors. This is offered at no additional cost to customers with over 30 seats at a single site or accounts with over 10 locations. Self-paced online training is always available on the Voice Resource center sites.