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

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

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

Learnings from 50k+ customers and growing

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.

CIO Question: “What are your obstacles to growth?” Important Moments of Engagement Resulted in Moments of... Islands of communication chat, phone, video, email 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

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

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 emails?” 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

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

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 voicemail? 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.

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

X8 X6 X4 X2 X Series More intelligent customer interactions Integrated voice, email, 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

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

From EX to CX The experience is everything © 2018 8x8, Inc. All Rights Reserved