1. The Third Wave of Enterprise Communications
Presentation to a Mid-Market CIO

2. One cloud solution phone x meetings x collaboration x contact center
1M+ business users
15 global data centers serving customers in 150+ countries
Global 24/7/365 follow-the-sun customer support
150 patents

3. 6x #1 8x8 Market Leadership UCaaS MQ Leader 1+ Million Gartner
business users
Superior voice quality
Tolly Group
2018 Winner for
Call and Contact Center Expo Award
Best Communications Provider #1
Midmarket & Enterprise UCaaS seats 13 consecutive quarters
Synergy Research

4. Learnings from 50k+ customers and growing

5. Case Study: IT moving PBX to the Cloud
83% of customers prefer voice
Source: 2016 Accenture Global Consumer Pulse Survey
Faster Innovation
Lower OpEx: Little/No CapEx
Built in DR and continuity
Easily configure, scale, integrate
Central admin for multiple locations
Movement Mortgage, an 8x8 mid-market customer and the tenth largest mortgage company in the nation
Ranked among the top ten purchase lenders, the company finances one in every 60 home purchases in
the country, totaling more than $13 billion in originations.
They grew from just four employees to more than 4,000 in less than ten years.
With over 650 locations and a mobile-heavy workforce, 20 percent of the group’s time was spent handling phone-related issues.

6. CIO Question: “What are your obstacles to growth?”
Important Moments of Engagement
Resulted in Moments of...
Islands of communication
chat, phone, video,
Inaccessible specialists and expertise across the company
“I don’t know”
Fragmented systems of record: unavailable to employees who need it
Lack of engagement insights - Can’t anticipate needs, Can’t improve

7. CIOs plan to address the “I Don’t Know” Challenge
WAVE 1 On-Premise
WAVE 2 Point Cloud Products
Collaboration
Contact Center
Contact Center
Phone
Telephony
Meetings
Video Conferencing
Lower TCO
Productivity Increases
Along came the cloud and The second wave of enterprise communications
■ Move to the cloud for lower Total Cost of Ownership and more interaction capabilities
■ Point solutions

8. Too expensive to manage silos within silos
Systems of Engagement
Collaboration
Contact Center
Phone
Meetings
Systems of Record
Wave 2
■ Shadow IT emerged. Each department is on their own to find collaboration, conferencing, and even contact center support
yet they all want interoperability between the silos and with the systems of record.
So complex with silos within silos of collaboration, contact center, conferencing and telephony.
5 different team collaboration systems, 3 different meeting systems, and silo’d systems for outbound calling to the customers vs. inbound customer calls in the contact center.
This silo’d communications system is determining your customer experience. How is it performing for you?
Moments of engagement with your customers are scarce. Are you making the most of each moment?
○83% of your customers want to interact with you live. (2016 Accenture Study on Human-less Customer Service)
○How are your employees answering questions like: “Where is my order and has my support issue been resolved?” “Where is Bob - he helped me yesterday?” “Didn’t you see my chat? What about my s?”
Silo’d communication systems lead to “I Don’t Know” ---> a painful answer for customers...
...And painful to employees. “I don’t know” isn’t acceptable to them either
○Employees want greater response speed. Silos within silos aren’t working for them either.
○Struggle to answer customer questions, struggle to get answers from internal IT Help Desk... ○
ERP
Help Desk
CRM

9. Enterprise Communication: The Third Wave
WAVE 1 On-Premise
WAVE 2 Point Cloud Products
WAVE 3 One Cloud Engagement Solution
All Customer & Employee Interactions
Collaboration
Contact Center
One System of Intelligence
One System of Engagement
Contact Center
Phone
Telephony
Meetings
Systems of Record
Video Conferencing
Lower TCO
Productivity Increases
Even Lower TCO
Revenue Acceleration
And now, the 3rd wave of enterprise communications is here
■Bringing the power we have as consumers to the business
■one integrated platform for all customer AND employee interactions
■the system of engagement for contact center AND enterprise voice AND video AND chat
■access to systems of record: CRM, ERP, Help Desk
■all interaction data for more intelligent and continuous improvement of ex and cx
■One system of engagement provides the lowest TCO and transforms the employee and customer experience
■The end of “I Don’t Know” and the beginning of moving at the speed of employee and customer expectations

10. One System of Engagement One System of Intelligence
Intelligent Employee and Customer Interactions
One System of Engagement
Real-time,
Actionable Insights
Customer Interaction
Agent Collaboration
Agent Quality
Employee Collaboration
One System of Intelligence
Phone
Meetings
X2: Analytics Essentials For Voice and Meetings: Users are able to view their inbound and outbound call details and meeting history so that they can spot trends, manage workflows better, and increase their effectiveness. See how many are getting answered, missed or abandoned. How many of my calls were abandoned or went to voic ? Are we getting the communications quality and reliability we expect? How long are customers waiting on hold?
Other examples: Get Answers to Critical Questions:
• Are we missing customer calls—and losing business we don’t even know about?
• Are we staffing to meet demand?
• Are all of our salespeople following up on their leads?
• Should we reroute our calls?
X4: Supervisor Analytics and Service Quality Reporting: Supervisors have real-time visibility into call queues and historical details on ring groups to manage workgroup and employee productivity. Measure and align customer service commitments, and make staffing decisions to meet your customers’ needs. With Service Quality now IT professionals have the control they need to manage all endpoints on their 8x8 network , and isolate network issues and trouble spots. Use Service Quality to find problems impacting call quality—including calls from mobile devices—and to make decisions about network architecture changes
X6: Customer Experience Analytics: revealing every action taken by the customer and agent on a given call (i.e. IVR menu options selected, transfer events). Operational improvements can now be designed based on actual user experiences.
X8: Speech Analytics: Voice of the customer insights with automatic speech transcription, auto call categorization and keyword/phrase trending. Enables performance management and operational improvements without having to listen to each and every call.

11. Exceptional Customer Experience Determined by the Employee Experience
The 3rd wave
Customers have 4 requirements for their live interaction
Any Channel, any device
Known context and history
First call resolution
Continuous improvement
In parallel - This requires employees to have
Cross channel visibility and access
Real time access to systems of record
Real time access to subject matter experts
Ability to anticipate needs
This is transformational: from EX to CX.
■greater efficiency, speed to decision, speed to resolution, at a lower cost.
■Unprecedented business connectedness

12. X8 X6 X4 X2 X Series More intelligent customer interactions
Integrated voice, , webchat and social
Advanced speech and interaction analytics
Predictive outbound campaigns
Quality, collaborative performance mgt X8
X Series X6
Speed to resolution
One-click subject matter expert access
CRM integration
Customer engagement analytics X4
Integrated global engagement suite with analytics
Unlimited global calling across 47 countries
Cross-platform team messaging
Interaction analytics X2
Efficient, intelligent engagement
One click from voice to chat to video
Google integration
Mobile to desk/conference phones to desktop

13. “X Series
Because our communications system is determining our customer experience”
- Movement Mortgage

14. From EX to CX The experience is everything
© x8, Inc. All Rights Reserved