Virtual Office Queueing and Virtual Contact Center for: 2016 Strategic Account Manager: Sales Engineer: Bob Kundra

Call Center Discovery Questions Answers: Do You Currently Have a Call Center? Call Center (Formal or Informal)? How Many Agents and Supervisors? Is the Call Center an Integral Part of the PBX? Do Agents Need to Receive Non-Call Center Calls? Tracking Agent Performance? Traffic Volume? Skills Based Routing Needs? Queue Prioritization Needs? Real Time Monitoring Needs? Historical Reporting Needs? Data Collection Needs in IVR? Agents Use Computer Interface at All Times? Recording/Playback Needs? CRM Integration Needs? API Needs? Routing Other Media Needs (Chat, Email)? Wallboard Needs? Outbound Dialer Needs?

Virtual Office (VO) Virtual Office Customers Account Manager (AM) Public Telephone Network Browser Interface to VO Analytics Ideal for Small, Informal Queue Group Within Phone System with Very Simple Queuing and Reporting Requirements Virtual Office Browser Interface to VO Admin Automated Attendant (optional) Account Manager (AM) VO Queuing Queue Group Members Other Extension Users

Virtual Contact Center (VCC) Customers Public Telephone Network Browser Interface to VCC Analytics Ideal for Larger, Formal, Contact Center, with Agents and Supervisors (Extensive Monitoring, Reporting, Recording Requirements) and Typically Siloed Virtual Contact Center Browser Interface to VCC Admin IVR Scripting Configuration Manager (CM) Skills Based Routing Agent Graphical User Interface (AGUI) Overlay Technology: Can be Used with Any Phone with Direct Dial Browser Based GUI Agents/Supervisors

Virtual Contact Center (VCC) Virtual Office (VO) Virtual Contact Center (VCC) Customers Ideal for Small, Informal Queue Group Within Phone System with Very Simple Queuing and Reporting Requirements Ideal for Larger, Formal, Contact Center, with Agents and Supervisors (Extensive Monitoring, Reporting, Recording Requirements) and Typically Siloed Customers Public Telephone Network Public Telephone Network Browser Interface to VO Analytics Browser Interface to VCC Analytics Virtual Office Virtual Contact Center Browser Interface to VCC Admin Browser Interface to VO Admin Automated Attendant (optional) IVR Scripting Account Manager (AM) Configuration Manager (CM) VO Queuing Skills Based Routing Overlay Technology Can be Used with Any Phone with Direct Dial Agent Graphical User Interface (AGUI) Browser Based GUI Queue Group Members Other Extension Users Agents/Supervisors

Inbound Automatic Answering Item Virtual Office (VO) (PBX) (Call Queueing) Virtual Contact Center (VCC) System Design   Type of Call Center Informal (Agents Not "Tied" to a Seat) Formal (Agents Must Use Computer for Call Control) Ideal for Small Call Center as Part of the Phone System Larger Contact Center, Functionally Separated from PBX Users Queuing is Part of PBX Phone System Yes, Queuing Functions as Integral Part of PBX Virtual Contact Center is Separate Switching System from PBX Agents Have Extension Numbers Yes No Basic Call Flow Between Systems Call Flow Based on Extension Agent Incoming Calls From Public Telephone Network (PSTN) or Internal Extensions From PSTN Only Outgoing Calls To PSTN or Internal Extensions To PSTN Only Answering Incoming PSTN, DID or Extension Call from VO Automatically Busy for Queued Call Distribution Agent Must Logout of VCC Users Typically Have Voice Mail Agent Auto Logout if Ring no Answer Inbound Automatic Answering Dial Queue Desired Dial Extension Numbers Dial Company Directory Collect Multiple DTMF Digits and Follow Advanced Routing Rules Call Queuing Maximum Number of Calls in a Queue 20 Two Calls per Agent Seat and Can Purchase Unlimited More Maximum Number of Agents in a Queue 10 Unlimited Call Distribution Methodology Round Robin (Two Tier) Based on Agent Skill Level Que Prioritization

Administration Interface Item Virtual Office (VO) (PBX) (Call Queueing) Virtual Contact Center (VCC) Agents   Handle Calls without Computer Involvement Yes No Answer Calls Phone Control Calls Computer Agent Graphical User Interface (AGUI) Initiate Calls Computer AGUI Login/Logout Must Login/Logout Wrap up 5 -60 Seconds Any Time Supervisors Agent Visibility VO Analytics Workgroup Barge Whisper Monitor Administration Interface Methodology Part of Phone System (Account Manager) VCC Configuration Manager, Not Part of PBX Historical Reporting Access Account Manager and (Optional) VO Analytics Computer AGUI with Optional VCC Analytics Type Limited Extensive (38 Templates) Agent Reports Extension Reports Real Time Reporting Accessed Using VO Analytics Workgroup Interface Calls Waiting in Queue Yes, One Queue at at Time Yes, All Recording Retention/Management No Retention Time Limit, 1Gb Included with VO Pro, Overage Charges Optional Days (10, 40, 100, 400, Custom) Search Method Limited, Extension Number, Date Range Using AM Agent Name and Many Other Parameters Using AGUI Playback Method Account Manager, Download, limited Information Computer AGUI, Auto Download per User Option (Part of VO Pro) Optional (Based on Retention Period)

Multimedia and Other Advanced Features Item Virtual Office (VO) (PBX) (Call Queueing) Virtual Contact Center (VCC) CRM Integration   Basic Screen Pop SalesForce, Netsuite, Others Transaction Details Flow to CRM Limited Extensive APIs for Custom Development No Yes Cost Inbound Calling No Cost for Inbound VO Calls per Minute Charge Outbound Calling No Cost for Unlimited VO Users Agent License No Cost Above Standard VO Phone User Cost per Concurrent/Named Agent Seat Call Queues Packages of six (option) Included Barge Whisper Monitor per User Option Multimedia and Other Advanced Features Chat Voice Mail Email Call Back Virtual Queuing Wallboards Preview Dialer

VCC Agent Using VO Phone Customers 8x8 Voice Network Public Telephone Network VCC Reporting Virtual Office Virtual Contact Center IVR Scripting Agent Graphical User Interface (AGUI) Skills Based Routing Browser Based GUI Agent on VO Phone

VCC and VO Combination Virtual Office Customers Customers Customers Calling Main PBX Number and Choosing “Contact Center” in AA Customers Public Telephone Network Customers Calling Main Contact Center Number Public Telephone Network Customers Calling Extension’s DID Number VCC Reporting VCC Recording Automated Attendant (AA) 8x8 Voice Network Virtual Office Virtual Contact Center VCC Supervisors Codes (Status, Unavailable, Reason) IVR Scripting Agent Graphical User Interface (AGUI) Skills Based Routing Agent Manages Login/Logout if Taking DID/Extension Call Browser Based GUI Agent on VO Phone

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