Hosted Contact Center Value Added Option with: Hosted Voice SIP Trunking Business Lines (Line Side) PRI

2 How Are You Connecting With Customers? Consumers switched brand or business due to poor customer service 66% Consumers who switched said the brand could have done something to stop them 82% Shoppers prefer live chat 21% Shoppers prefer telephone 23% Shoppers prefer 54% Customers form their opinion about a company based on their call center 92%

3 Business Challenges in Meeting Goals 1.Missing sales opportunities 2.Business Continuity readiness 3.Leveraging new technology Enhancing the customer experience.

4 Hosted Contact Center Engage in more intelligent customer conversations. Connect with your customers via , chat, web, phone, or social media.

5 Never Miss an Opportunity Stay connected with your customers Improve staff effectiveness Simple to manage Reduce costs Technology to meet business goals Guaranteed reliability and quality

6 Why EarthLink? EarthLink Hosted Contact Center is integrated with EarthLink Voice services to deliver…. Guaranteed voice quality Contact Center awareness of staff member availability Guaranteed service availability So you can provide the best customer experience.

7 Hosted Contact Center Service Levels Three levels of service for staff members Fully integrated with EarthLink Voice services StandardPremiumPlatinum 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

8 Hosted Contact Center Reporting & Dashboard Over 100 Reports available!

9 Your Satisfaction is Our Priority Installation Ongoing Customer Care & Repair Solution designed to meet your business needs Provisioned and tested by Field Engineers Training for Administrators and for Agents Post-installation Support Team Customer Care team Technical Support team Customer Resource Center User guides, tutorial videos

10 Training Tailored to Your Solution Training Courses by Certified Instructors Online Recorded for Playback Self-Paced Online Training Administrator Tutorial End User Tutorial

11 How a Business Benefits Enterprise “ABC” 12 retail locations Outdated system – required significant CAPEX Limited IT staff to support Current solution voice only with no or web integration Difficult to add new users Missing calls and revenue opportunities Hosted Contact Center implemented No CAPEX required Required no on-site IT staff to support Fully integrated with CRM for all interactions – voice, , chat & social media Simple for Contact Center manager to add & train new users Increased revenues

12 Reimagine Your Communications Let’s discuss further how your business can benefit from a Hosted Contact Center. Staff effectiveness Stay connected Reliability & quality Technology Reduce costs