Hosted Contact Center Quick Guide

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1 Hosted Contact Center Quick Guide 4/2/ EarthLink. Trademarks are property of their respective owners. All rights reserved.

2 2 Hosted Contact Center Customers Business Challenges Need to support multi-channel contacts not just phone calls On premises contact center solution at end-of-life New premises based solution is costly to implement Want an easy to manage and modify platform Integration of contact center with voice network Hosted Contact Service Description Hosted Contact Center is a cloud based solution that includes the voice platform to help you deliver great service to your customers, regardless of staff location or type of contact; , chat, web or phone. Value Proposition Improve Customer Experiences: Let your customers connect with you on the channels that serve them best so you can deliver great service to your customers. Improve Staff Effectiveness: Route customers to the right persons quicker regardless of location. Easy to manage and modify to quickly ramp up new hires. Staff can be located anywhere. Affordable: No CAPEX and all features included in the base prices. Vertical Positioning Retail: Support inbound sales and customer service to ensure that no sales opportunities are missed and the customer experience is exceptional. 66% of consumers switched brand or business due to poor customer service 82% of consumers who switched, said the brand could have done something to stop them 52% consumers utilize 3 or 4 channels to connect: , chat, web, or phone Healthcare: Ensure that your patients questions are routed correctly and their questions are answered swiftly. Financial Services: Ensure that your clients requests are routed correctly and acted upon quickly.

3 3 Hosted Contact Center Benefits Improve Customer Experience - Stay Connected with Your Customers 52% consumers utilize 3 or 4 channels to connect: , chat, web, phone or social media. Utilize queuing so higher priority customers get routed quicker to the right persons Engage in more intelligent customer conversations with CRM integration Deploy IVR functionality to enable callers to self-route to get to their answers faster Improve Support Staff Effectiveness Route customers or internal teams to support persons with the right skills Connect to the right person on the first attempt and reduce wait times Deploy support people in multiple locations or from home offices to extend business hours Managers can listen to conversations to coach and improve performance Evaluate and improve staff effectiveness by listening to conversations and call recordings Simple to Manage Take the headaches out of managing complex technology Managers are able to setup new and remote users and train contact center persons Easy to manage the platform, requires no IT staff to make rapid changes Reduce Costs Cloud-based solution and requires no capital investments in hardware or software Requires no specialized IT staff support. Technology to Meet Business Goals New features and upgrades automatically made by EarthLink Leverage new capabilities to improve staff effectiveness and customer experience Guarantee Reliability and Quality Built in Disaster Recovery with cloud-based platform Hosted Contact Center is integrated with EarthLink voice platform for end-to-end SLAs for availability and voice quality Network reliability to keep your Contact Center running with an availability SLA of % Voice quality SLA of 4.0 MOS to ensure the best possible customer experience

4 4 Hosted Contact Center Key Features Multichannel support 52% of customers want to contact you via 3 or 4 channels, including , chat, web, phone or social media. Be ready to provide a consistent and integrated solution regardless of how they choose to contact you. Routing skill based routing, routing across any geography, enabling at home workers, which is great for retention, work-life balance, labor, arbitrage, and reduced facilities cost and even business continuity. Multiple offices can operate seamlessly for tremendous economies of scale and the ability to deliver consistent service across all locations. Queuing - ability to hold calls or stack interactions based on the order they came in or based on priority of caller. Reporting metrics to help manage and staff Call Center and evaluate effectiveness. To help Contact center Managers answer these questions: I need reports I understand to pass to my executives I need to know what kind of service I'm giving to my customers I need to know for a fact I've got the right number of staff, not too many or too few I need to know I'm getting all calls and all voic s and that we're answering and responding I need to know who is doing a great job and who needs coaching and closer management I need better metrics, to manage the team, prove our team's value and provide the info that my bosses boss wants... Recording - Quality assurance, improved training methods and protecting the business from litigation and he said-she said disputes. CRM Integration - provide information to the agent about the caller to support the staff person in assisting the caller. IVR Functionality enable callers to route themselves to the appropriate staff person, i.e. speech recognition or touchtone

5 5 Target New Logos Hosted Contact Center Business that have an existing contact center solution that is obsolete or at End-of-life Businesses that are looking for a cloud based contact center solution Businesses that need to support multiple channels on an integrated platform: phone, web, , chat Businesses in the retail, healthcare and financial services verticals Targeting Customers Best Target Customers Opportunities and why Hosted Voice, SIP Trunking, PRI and Business Line Customers These customers already have the required underlying EarthLink voice network, adding Hosted Contact Center becomes a value added option No new CAPEX required and no new access circuits required so installation can happen quickly Supports other locations and home workers that are not on EarthLink voice services Target Individuals & Why this Solution 1) CALL CENTER OPERATIONS a. GET THINGS DONE: Provides the technology and team to take the day-to-day work of managing the contact center solution off your plate, so you can focus on your staff. b. GET SETUP & CHANGE QUICKLY: Easy to use contact center management system, so ramp up time is the quickest and your team produces results immediately. c. MEASURE SUCCESS: Make it easy to get reports & business intelligence on your contact center and even the entire business, for actionable information for you and your executive team about your staff and customers. 2) BUDGET HOLDER a. EASY TO BUDGET: Need a solution that is pay as you go, with no costly upgrades means no surprises on your invoice? b. GENERATE HIGH ROI: The lowest total cost of ownership because the setup, equipment, support and team for day-to-day management is included in the service. Nothing to buy, no expensive IT staff and exactly right number of contact center agents on payroll. c. ELIMINATE FINANCIAL RISK - An enterprise-class contact center solution that does not require hardware purchases or term commitments. Don t tie up valuable capital. 3) IT TEAM a. ENABLE IT TO FOCUS ON PRIORITIES: Your IT team is busy, and have their own strategic objectives, select a solution that is in line with that and not another headache for them. b. ACCOUNTABILITY: IT departments need "one-throat-to-choke" accountability for everything relating to the contact center system. Hosted Contact Center provides exactly that. c. ACCESS TO NEW FEATURES: IT teams can provide leading edge features to their contact center stakeholders, to enable new capabilities for the business, today and tomorrow

6 6 Probing Questions Hosted Contact Center Do you have an ACD (Automated Call Distribution) or Contact Center solution in place today? If Yes: How does your current solution meet your expectations of the following criterion? How does it enable multi-channel contacts phone, web, , and chat? How does it deliver the quality experience to completely satisfy your customers? How does your provider guarantee the uptime and quality of your solution? Does it provide all the reporting metrics you need? How does it provide the CRM integration you need? How easy is it to manage for your call center operations team? How much support does your IT team need to support your solution? How does your solution support multiple call centers and home workers? When did you implement your current solution and when do you anticipate it will reach end-of-life? Would you classify your current solution as premises-based or cloud-based? If No: How do you provide customer support today without a Contact Center solution? How do you measure missed sales opportunities without a contact solution? Do you know who many sales opportunities you might be missing today? Are your customers satisfied with the customer support you provide? Have you considered a contact solution before, and why have you not deployed one? Do you think it would be too expensive? Have you compared a cloud-based solution to a premises-based solution? What happens today when a customer is unable to contact you and get rapid resolution? What is your business continuity plan to keep your current solution running in the event of an outage? How do your provide support on a 24x7 basis? What kinds of reports do you have to track your effectiveness in dealing with customer service How do you determine the optimal staffing levels for your team handling inbound contacts? Targeting by C-Level C-Level Challenges CEO Increase revenues CIO Business Continuity Reduce costs CTO/VP Store Ops Improve customer experience CFO CMO Minimize CAPEX & OPEX Improve customer experience Build Brand loyalty Hosted Contact Center - Key value proposition Never missing a sales opportunity Accessible from any Internet connection Auto-rerouting capabilities Cloud-based no OPEX or CAPEX Never miss a customer interaction Let your customers choose how to interact Cloud-based no OPEX or CAPEX Never miss a customer sales or support call Deliver a great service experience

7 7 Competitive Advantages Features EarthLink Premises Based (Shortel, Mitel, Aspect, Genesys, Interactive Intelligence) CLEC/LEC (Windstream, Centurylink, ATT, Verizon) Cloud/Software (Five 9s, In Contact, Simpli CT) Local Support Team Supports Multi-Channel Supports Remote Users IVR Functionality Work Force Management CRM Integration Social Media Line State Monitoring Call Recording Reporting Supervisor Capabilities Administrator Dashboard Business Rules Hosted Contact Center MUST be purchased in conjunction with an EarthLink Voice service: Hosted Voice, SIP Trunking, PRI or Business Lines. Hosted Contact Center cannot cross multiple Metaswitches. If a customer is geographically diverse across multiple Metaswitches then they will have to be provisioned to Dallas.

8 8 Customer Service & Support Punch list items for first 5 days post installation: (Only relevant for Hosted Voice customers with HCC) Ongoing MAC customer care: EarthLink Scope of Responsibilities EarthLink will work with the customer to create a framework for their Hosted Contact Center solution. Including the set up the main numbers to be routed to the solution. If the customer is ordering Premium or Platinum agents then EarthLink will work with the customer to determine the IVR set up. Customer Scope of Responsibilities Customer is responsible for working with the EarthLink team to provide information during the order and installation process. During training EarthLink will provide the information to the customer on how to set up their solution so that the customer is able to build and configure their individual solution themselves. Agents, queues, supervisors, and skill sets are some examples of what the customer will be trained on how to configure and will be responsible to set up for their organization.

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