Hosted Voice & Hosted Contact Center Slide 1 - Title

How Are You Connecting With Customers? Consumers switched brand or business due to poor customer service 66% 21% Shoppers prefer live chat Consumers who switched said the brand could have done something to stop them 82% 23% Shoppers prefer telephone Does your business rely on the phone system to deliver customer service? Are you delivering the type of support your customers want? Customers are not loyal to brands or businesses that don’t meet their expectations for customer service, but would rather not switch if those levels were higher. Are you supporting your customers through multiple channels in addition to phone? Including email, chat and web? Customers form their opinion about a company based on their call center 92% 54% Shoppers prefer email

Business Challenges in Meeting Goals Enhancing the customer experience. Missing sales opportunities Business Continuity readiness Leveraging new technology Common business challenges around voice systems are noted here, and these need to align to the overarching business objective of enhancing the customer experience.

Why Hosted Voice? Capital and personnel cost savings Reduces risk of rapid technology obsolescence Modernize existing premises-based telephone environment Industry Analyst Gartner recommends a Hosted Voice solution for a number of reasons. Primarily – cost reduction, reduced technology obsolescence risk, and the modernization of your phone system Gartner — IT Market Clock for Communications Services, 2013

Reimagine Your Phone System EarthLink Hosted Voice is a state-of-the-art, full featured phone system solution Hosted Voice sits on our private MPLS network which delivers high performance and security. Connect your offices directly to the MPLS network or via an EarthLink Internet Connection. Mobile Communicator enables your road warriors to connect to your voice network with any device via WiFi – either your private WiFi or public WiFi or though their cellular carrier. Regardless of the connection, the experience is the same as on the desk phone.

Hosted Voice — How We’re Different Rapid Onboarding Dedicated installation team Customer support group Administrators & end-user training Fully Managed Local area network Desktop phones Disaster Recovery Call Routing Mobile Communicator Power over Ethernet Battery Backup Flexibility Multiple access options with QoS Hosted Contact Center Premium options Why choose a Hosted Voice Solution from EarthLink? We make sure that your implementation is rapid and seamless with dedicated installation an support teams, and training tailored to you needs so you realize the productivity benefits quicker. We proved a fully managed solution for the local area network and your IP desktop phones. Hosted Voice include business continuity protection with the Call Routing feature and Mobile Communicator so that calls can be quickly rerouted to other locations or mobile devices. Our solution is flexible regarding access options from DSL to Ethernet, so you can determine the best access economics for your business. All EarthLink MPLS access option provide Class of Service queuing to ensure that you voice traffic gets the highest priority and quality. We also offer a number of premium options in including a Hosted Contact Center solution.

How Customers Benefit High call quality Improved client service Supports remote employees Obsolescence avoidance CAPEX savings Avoided large CAPEX Enhanced client experience Reduced costs 20% Improved call clarity Here are 3 case study examples of how EarthLink has help multi-location organizations lower costs, while improving call quality and enhancing the customer experience. You can read more detail about these case studies on the “Our Customers page” Our Customers case study page

Business Impact Analysis Assess the costs and benefits of EarthLink Hosted Voice: To help businesses like yours to justify the move to a Hosted Voice solution, we’ve worked with a third party consultant to develop a Business Impact Analysis Tool that helps you calculate the potential increase in revenues and productivity that your business should expect from a Hosted Voice Solution. This tool also calculates cost savings, but many of customers have benefitted more from the revenue upsides that the cost reductions. You can run this online model yourself by answering a minimum of 2 questions to get high level results based on industry averages, but the real value of this tool can be achieved in a consultative review using data that reflects as much of your actual detail as you care to input. How can your business benefit? Run the Business Impact Analysis Tool

Make It Yours Choose access methods by location Design a phone system that best meets your needs and budget. ✔ Choose access methods by location Specify number of seats and service level for each seat Create the service bundles desired Select from a variety of IP phones Enhance your phone system with optional services Choose access methods by location DSL, T1, Ethernet or BYOB Specify number of seats and service level for each seat Create the service bundles desired Converged minutes, toll-free, and more Select from a variety of IP phones Enhance your system with optional services Hosted Contact Center/ACD, Auto-Attendant, Unified Fax

Select Your Service Level Choose the service level based on your requirements: Standard Bundle Standalone Deployed over EarthLink Complete MPLS or Internet Network Full Feature bundle of converged minutes, Toll Free and email Includes router, switch, POE and Battery Backup IP Phones provided All 4 seat types Virtual training 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 Standard & Remote Worker seat types NOTE to sales – please note these BUSINESS RULES: Standard Bundle Service Level EarthLink Complete Network customers must select Standard Bundle (standalone not available) Standalone Service Level – EarthLink Legacy network customers must select Standalone Customers that want to bring their own access must select Standalone

Select Your Seat Type Choose the seat type based on end user requirements: Basic Seat Standard Seat Premium Seat Remote Worker Seat For shared or public phones (no Voicemail) For users who do not require communication outside of the office, mobile integration or call routing For users who need advanced tools for productivity including mobile integration, more storage capacity for voicemail, fax & contacts For individual users who work from home or any fixed location outside the office Mix and match the number and types of seats you business requires based on the needs of your end users.

Take Your Office Anywhere Make any mobile device a business line View and click to dial your company contacts Maintain a single voicemail box with unified messaging Manage call routing and preferences from any PC or MAC Always be a local call away from your office Mobile Communicator is a feature that lets you connect your Desktop phone to any mobile device including your smartphone, tablets, PC or Mac. No worries about missing a call or it going to the wrong device. You manage call routing and have access to all the Hosted Voice features. All calls are answered and received as though they were from your desktop, one number and one voice mailbox. This feature comes standard with the Premium and Remote Worker seats.

Hosted Contact Center Engage in more intelligent customer conversations. Connect with your customers via email, chat, web, phone, or social media. The reframe: How to address the top issues?

Never Miss an Opportunity Stay connected with your customers Reduce costs Improve staff effectiveness Technology to meet business goals Guaranteed reliability and quality Simple to manage With an EarthLink Hosted Contact Center solution, you’ll never miss a sales opportunity or customer service interaction.

Why EarthLink? EarthLink Hosted Contact Center integrated with EarthLink Hosted Voice on a private network to deliver…. Guaranteed voice quality Guaranteed service availability Contact Center awareness of staff member availability The Solution: Why EarthLink – differentiators EarthLink Hosted Contact Center is fully integrated with EarthLink Hosted Voice service on a private network which is a key differentiator compared to on-premises and cloud-based solutions. EarthLink can guarantee the highest levels of availability and quality for this solution because theses services are on a single voice platform which rides over a private MPLS network. We believe EarthLink offers the highest levels of SLAs for a Hosted contact solution: 99.999% for availability and 4.0 MOS for voice quality. Because we integrate the voice and contact center services, our systems know when a staff member is on a phone call and unavailable to take a contact center call and then routes the contact center call to another available staff member. The technical term for this is “Line State Monitoring” but the key thing to know is that this is NOT possible when the voice and contact center services are on two different platforms and NOT integrated. So you can provide the best customer experience.

Hosted Contact Center Service Levels Three levels of service for staff members Fully integrated with EarthLink Hosted Voice Standard Premium Platinum 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 EarthLink Hosted Voice solution provides a feature-rich platform for customers that require Hosted Contact Center functionality. There are three types of service levels 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. 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.   Please note agent types cannot be mixed together, for example if Premium Agent features and functionality are required then all agents would have to be ordered as Premium Agents

Hosted Contact Center Reporting & Dashboard Over 100 Reports available!

Your Satisfaction is Our Priority Installation Ongoing Customer Care & Repair Dedicated Project Manager Site survey for all locations by Field Engineers Solution design modeled to meet your business needs Pre-installation visit by Field Engineers to sites Provisioning and testing by Field Engineers Training coordinated by Project Manager Post-installation Support Team Customer Care team Technical Support team Customer Resource Center User guides, tutorial videos As mention previously, we are passionate about getting you new phone system up and running quickly so you can reap the benefits quicker. We provide a dedicated Project manager an dour field engineers visit your locations before we model a solution and again as part of the installation process. We also provide ongoing support and resources to help your end users enjoy the productivity benefits.

Training Tailored to Your Solution Training Courses by Certified Instructors On-Site Online 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 Hosted Voice Resource center site.

Reimagine Your Phone System Let’s discuss further how your business can benefit from Hosted Voice and Hosted Contact Center. Staff effectiveness Stay connected Reliability & quality Technology Reduce costs In summary – Hosted Voice can offer the following benefits: Increased Productivity Increased Revenues Business Continuity & Disaster Recovery Protection Reduce Technology Risk Reduce Costs Next Steps? Recommend we help you complete a Business Impact Analysis to see how much your company can benefit. How can your business benefit? Run the Business Impact Analysis Tool