© 2014 AT&T Intellectual Property. All rights reserved. AT&T and the AT&T logo are trademarks of AT&T Intellectual Property. 1 Florida Relay & CapTel Report Florida TASA Meeting Mike Barry, Director – Marketing Management Gregory Denes, Channel Manager October 30, 2014

© 2014 AT&T Intellectual Property. All rights reserved. AT&T and the AT&T logo are trademarks of AT&T Intellectual Property. 2

Agenda CapTel Traffic TRS Traffic Outreach Updates © 2014 AT&T Intellectual Property. All rights reserved. AT&T and the AT&T logo are trademarks of AT&T Intellectual Property. 3

4 CapTel Traffic April 2014 – September 2014

© 2014 AT&T Intellectual Property. All rights reserved. AT&T and the AT&T logo are trademarks of AT&T Intellectual Property. 5 Total CapTel Session Minutes April 2014 – September 2014

CTS Trend © 2014 AT&T Intellectual Property. All rights reserved. AT&T and the AT&T logo are trademarks of AT&T Intellectual Property. 6 June 2012 – September 2014

© 2014 AT&T Intellectual Property. All rights reserved. AT&T and the AT&T logo are trademarks of AT&T Intellectual Property. 7 TRS Traffic April 2014 – September 2014

© 2014 AT&T Intellectual Property. All rights reserved. AT&T and the AT&T logo are trademarks of AT&T Intellectual Property. 8 TRS Total Session Minutes April 2014 – September 2014

TRS Trend © 2014 AT&T Intellectual Property. All rights reserved. AT&T and the AT&T logo are trademarks of AT&T Intellectual Property. 9 April 2014 – September 2014

TRS Call Type Comparison © 2014 AT&T Intellectual Property. All rights reserved. AT&T and the AT&T logo are trademarks of AT&T Intellectual Property. 10 April 2014 – September 2014

© 2014 AT&T Intellectual Property. All rights reserved. AT&T and the AT&T logo are trademarks of AT&T Intellectual Property. 11 Center Distribution of Florida Relay Traffic 2 nd Quarter 2014 (April-June) Total Florida Relay Calls 203,319 Calls Received in Miami Call Center 177, % Handled in Miami

Center Distribution of Florida Relay Traffic Total Florida Relay Calls 216,152 Calls Received in Miami Call Center 190,203 88% Handled in Miami © 2014 AT&T Intellectual Property. All rights reserved. AT&T and the AT&T logo are trademarks of AT&T Intellectual Property rd Quarter 2014 (July-September)

Florida Relay Customer Contacts © 2014 AT&T Intellectual Property. All rights reserved. AT&T and the AT&T logo are trademarks of AT&T Intellectual Property. 13 Commendations – Users recognize AT&T’s CAs as being helpful and polite. Complaints – These involve the CAs’ manners and users experiencing issues placing calls.

© 2014 AT&T Intellectual Property. All rights reserved. AT&T and the AT&T logo are trademarks of AT&T Intellectual Property. 14 Spanish TRS Subcontracting

Spanish TRS Subcontracting AT&T has subcontracted with Hamilton to provide Spanish TRS services. Effective date was Florida originated calls handled by Hamilton: 4,735 session minutes 523 calls © 2014 AT&T Intellectual Property. All rights reserved. AT&T and the AT&T logo are trademarks of AT&T Intellectual Property. 15

Spanish TRS Subcontracting AT&T took this action because: – Communication Assistants are looking for new opportunities following AT&T’s announcement to exit the relay business – CAs who are bi-lingual with typing skills have many opportunities in Miami – CAs are term employees and their positions will terminate with the closure of the Miami center – It is expensive and challenging to hire, train and bring CAs up on the learning curve – AT&T wants to insure users experience a quality product offering. © 2014 AT&T Intellectual Property. All rights reserved. AT&T and the AT&T logo are trademarks of AT&T Intellectual Property. 16

© 2014 AT&T Intellectual Property. All rights reserved. AT&T and the AT&T logo are trademarks of AT&T Intellectual Property. 17 Outreach April 2014 – September 2014

Outreach – Events Attended April 2014 – September 2014 Date(s)EventCity 10 April10 AprilFearless Caregiver ConferenceWest Palm Beach 14 May15 MayJacksonville Senior ShowJacksonville 20 May21 May33 rd Broward Aging Network Conf.Pembroke Pines 22 May22 MayFearless Caregiver ConferenceStuart 31 May 31 MayHLA Hearing Wellness ExpoLakeland 6 June6 JuneOrlando Deaf Art ShowOrlando 6 June8 JuneFamily CaféOrlando 12 July13 JulyADA ExpoFt. Lauderdale 19 July19 JulyFAD Wet n’ Wild Pre-bash PartyOrlando 24 July24 JulyFearless Caregiver ConferenceBoca Raton 4 Aug6 AugFlorida Conference on AgingWeston 8 Aug8 AugLifestyles After 50Sun City Center 21 Aug21 AugNaples Chamber of Commerce ExpoNaples 22 Aug22 AugLifestyles AfterDunedin 2 Sept2 SeptHLAA Tampa ChapterTampa 3 Sept3 SeptHLAA Clearwater ChapterSafety Harbor 13 Sept13 SeptEmerald Coast Home & Health ShowFt. Walton Beach 19 Sept19 SeptFearless Caregiver ConferenceOkeechobee 26 Sept26 SeptLifestyles After 50Brandon 11 Oct11 OctDisAbilities ExpoDavie 14 Oct14 OctTampa Bay Senior ExpoSt. Petersburg 16 Oct16 OctFearless Caregiver ConferenceFt. Lauderdale 17 Oct17 OctSenior Health Expo & Info SeminarsWilton Manors © 2014 AT&T Intellectual Property. All rights reserved. AT&T and the AT&T logo are trademarks of AT&T Intellectual Property. 18

Outreach – Upcoming Events Date(s)EventCity 24 Oct24 OctCentral FL Speech & Hearing Cntr.Lakeland 9 Nov 9 NovVeteran’s Day Expo & ParadeWest Palm Beach 15 Nov15 NovHLAA Walk4HearingJacksonville 20 Nov20 NovLifestyles After 50Ft. Myers 21 Nov21 Nov5 th Comm. Access & Tech. ExpoTampa 23 Nov23 NovWaving Hands Picnic & Deaf ExpoHialeah 3 Dec 3 DecFearless Caregiver ConferenceFt. Lauderdale 5 Dec 5 DecPalm Beach Deaf Club 30 th Anniv. Palm Beach 11 Dec11 DecFearless Caregiver ConferenceThe Villages...and more to come. © 2014 AT&T Intellectual Property. All rights reserved. AT&T and the AT&T logo are trademarks of AT&T Intellectual Property. 19

© 2014 AT&T Intellectual Property. All rights reserved. AT&T and the AT&T logo are trademarks of AT&T Intellectual Property. 20 Fearless Caregiver Conference – West Palm Beach Outreach – Event Photos

© 2014 AT&T Intellectual Property. All rights reserved. AT&T and the AT&T logo are trademarks of AT&T Intellectual Property. 21 Fearless Caregiver Conference – Stuart Florida Conference on Aging – Weston

Outreach – Event Photos © 2014 AT&T Intellectual Property. All rights reserved. AT&T and the AT&T logo are trademarks of AT&T Intellectual Property. 22 Family Café – Orlando FL Assoc. of the Deaf Wet n’ Wild Pre-bash Party – Orlando Emerald Coast Home & Health Show – Ft. Walton Beach

© 2012 AT&T Intellectual Property. All rights reserved. AT&T and the AT&T logo are trademarks of AT&T Intellectual Property. 23 Outreach – Event Photos DisAbilities Expo – Davie ADA Expo – Ft. Lauderdale Tampa Bay Times Senior Expo – St. Petersburg Lifestyles After 50 – Dunedin

© 2014 AT&T Intellectual Property. All rights reserved. AT&T and the AT&T logo are trademarks of AT&T Intellectual Property. 24 Updates

It Can Wait… AT&T, along with the other major wireless carriers, continues to promote the “It Can Wait” campaign. The nationwide campaign promotes no texting while driving. Visit ItCanWait.org to take the pledge. © 2014 AT&T Intellectual Property. All rights reserved. AT&T and the AT&T logo are trademarks of AT&T Intellectual Property. 25

#X Campaign AT&T has introduced a new campaign that encourages folks to put down the phone while driving. Use #X to let your friends and family know you’re about to drive and can’t respond until you arrive. © 2014 AT&T Intellectual Property. All rights reserved. AT&T and the AT&T logo are trademarks of AT&T Intellectual Property. 26

© 2012 AT&T Intellectual Property. All rights reserved. AT&T and the AT&T logo are trademarks of AT&T Intellectual Property. 27 Questions?