Patrick Herron VP – Product Management

Confidential and Proprietary. Subject to Non-Disclosure Agreement. Voice & Telephony MessagingConferencing Instant Messaging & Presence VideoCollaboration ONE UNIFIED USER EXPERIENCE ON ANY DEVICE Voice & Telephony 2

Confidential and Proprietary. Subject to Non-Disclosure Agreement. Instant access to your colleagues and customers availability No more wasted time trying to find people Instant access to your colleagues and customers availability No more wasted time trying to find people Integrates with traditional and new ways of working, from a simple call to sharing your ideas Your own virtual meeting room, accesible anywhere, anytime One identity, multiple devices, for all services PC, Mac, Android and iOS Simply drag or invite people into your room to communicate in the most efficient way, audio, video, chat and share Flexible configuration options allows users to control how and when they can be contacted Flexible configuration options allows users to control how and when they can be contacted 3

Confidential and Proprietary. Subject to Non-Disclosure Agreement. 4 “Trying is the first step to failure.” - Homer Simpson More than 3 in 5 IT projects do not do what they were supposed do for the expected cost within the expected timeline. 49% overrun budget 47% higher than expected ongoing costs 41% fail to deliver ROI Phil Simon – Why New Systems Fail

Confidential and Proprietary. Subject to Non-Disclosure Agreement. Lack of Vision and Employee Engagement in the Selection Process Answering the question “Why” is very important when changing the tools and ways in which employees will communicate and perform their job functions. Employees need to understand the reason for the change, and be given the opportunity to provide input with regard to their needs. If decisions are made in isolation without input or review by employee representatives, then adoption of the UC solution will be slow or possibly fail. 5

Confidential and Proprietary. Subject to Non-Disclosure Agreement. Assuming the Existing IT Infrastructure and Network Can Handle UC Risks: Unplanned costs for additional equipment and broadband Initial user expectations are not met; slowing enthusiasm, adoption, and reducing expected benefits impact Tweaking the existing infrastructure to support voice may impact data traffic, resulting in slower response times, longer downloads or impede mission critical applications. A proper LAN assessment to identify potential issues and preparing the LAN infrastructure for UC is essential. 6

Confidential and Proprietary. Subject to Non-Disclosure Agreement. Incorrect Phone/Service Selection and Assignment Providing a user the wrong phone/service can negatively impact success of UC implementation. Using level, title, or department risks a mismatch. Better to evaluate and assign phones/services by matching to the job attributes of the user. Employees at a single location with little cross-departmental communication Employees that are geographically distributed may benefit from cameras Employees that travel to customer meetings or between office locations may benefit from mobile phones and UC clients. 7

Confidential and Proprietary. Subject to Non-Disclosure Agreement. Feature Overload and Jargon when Discussing UC UC solutions can deliver 000s of features and service options. Only 20% of the PBX functionality is used by 80% of the users. KISS when introducing, training, supporting new UC solutions. Focus on those features that are most desired or needed by users Basic PBX features such as extension dialing, call forwarding, simultaneous ringing and conferencing should be well understood. Logging into voic and the user portal to personalize the service should also be covered. 8

Confidential and Proprietary. Subject to Non-Disclosure Agreement. Overemphasizing the Benefits of Video Calls and Video Conferencing The adoption of video continues to be problematic in a UC environment, with more than half of users avoiding it entirely. A growing minority of users (24%) find video essential and a key reason to transition to a UC solution. Presence and instant messaging are considered the most valuable UC features. Users value accessibility and connectedness more than seeing the other party. 9

Confidential and Proprietary. Subject to Non-Disclosure Agreement. Underestimating the Cost and Time Required to Properly Set Up and Train Users UC is a powerful business productivity solution; but can be complex. Training is usually a brief “show and tell”. Humans learn by doing; nothing replaces hands on experience. Focus on the basics, then build: How to make, take, and manage calls How to set up and use Unified Messaging, IM and presence How to install, login and use mobile clients and softphones How to set up and use collaboration tools 10

Confidential and Proprietary. Subject to Non-Disclosure Agreement. No Assigned Evangelist Users will accept, adopt, innovate, or reject based on their level of understanding and trust. People trust people. One or more evangelists needs to identified and made known to the organization: Promoting the new IM, presence and collaboration tools Provide ongoing training Embodying management’s vision of the UC implementation While a C-level can be an evangelist, better choice is a tenured mid- level manager with the support of the management team. 11

Confidential and Proprietary. Subject to Non-Disclosure Agreement. 12