1. Improving The Customer Experience Our Commitment To Operational Excellence Gita MacLean, May 21 st /2015

2. 2 GENBAND Confidential and Proprietary Improving The Customer Experience “Quality is our #1 objective” Executive sponsor to assure Operational Excellence Triggered 154 Quality Improvement projects John McCready EVP, Products & Corporate Development David Walsh President, CEO, and Chairman 1. Improve Customer Support 2. Improve Early Life Experience 3. Improve Product & Solution Robustness Multi-Million dollar investment in headcount, tools, process & business intelligence

3. 3 GENBAND Confidential and Proprietary Continual Improvement 1. Define Measures 2. Identify Hotspots & Tie Targets to Incentives 3. Analyze & Define the Plan 4. Follow- Through 5. Sustain Customer Experience Focused Cross-Enterprise, Cross Functional Leverage Best-in-Class Business Intelligence Enhanced Quality Review Process & Standardized Metrics Corporate Quality Plan of Record TL 9000 Re-Certified CSAT Surveys Customer Experience Score Support Case Experience Surveys

4. 4 GENBAND Confidential and Proprietary CSAT Questions: Do You Agree That GENBAND  NPI –Offers leading-edge products –Delivers promised features at the time of product release –Provides technical documentation for newly released products –Provides ongoing communication of product development strategy –Meets projected new product release dates  Product Ongoing experience –Products and solutions are easy to maintain –Products and solutions are easy to operate –Products and solutions function as expected –Products/solutions that function as expected when first installed –Products and solutions that function as expected after the upgrade –Product documentation is user friendly –GENBAND Document Center is easy to use  Sales & Account Management provides: –Accessibility of appropriate account team resources –Ease of obtaining information to make a buying decision –Collaborative issue resolution –Flexibility in negotiating contracts  Technical Training provides: –Appropriate knowledge level of those conducting the training –Useful content within the company’s technical training  Software Upgrade Experience provides: –Upgrade per customer’s specified schedule –Staff that demonstrate technical expertise and knowledge –Upgrade durations appropriate for the product complexity  Technical Support provides: –Resolution of outages in the time customer expects –Being helpful in resolving end to end network problems –Giving urgent problems the priority they deserve when first reported –Staff that demonstrates technical expertise and knowledge –Implement fixes with minimum disruption to customer’s network –Regular updates on issues  Installation & Fulfillment provides: –Installation work per customer’s specified schedule –Minimized disruption to customer’s ongoing operations –Staff that demonstrates technical expertise and knowledge  Order Placement & Delivery provides: –On-time delivery of materials and equipment –Delivered materials and equipment as specified –Materials and equipment function as expected –Ease of placing orders  Hardware Replacement Services provides: –On-time delivery of parts –Delivered parts as specified –Parts function as expected –Staff that demonstrates technical expertise and knowledge (when applicable)

5. 5 GENBAND Confidential and Proprietary Voice of the Customer –Annual CSAT Survey Positive Trend In Every Category. Your Voice Validates Impact Of Quality Actions Target 4 of 5 2014 Key Focus Areas Improving CSAT Results & Customer Feedback

6. 6 GENBAND Confidential and Proprietary 2014-2015 Customer Experience Goals Corporate Bonus Tied to Quality

7. 7 GENBAND Confidential and Proprietary Foundation for Improvement 154 Quality Improvement Projects Initiated 75 Cross-Enterprise Projects Completed  PLM & Ops War Rooms  Proactive Technical Risk Processes  Supply Chain Quality Controls  Technical Documentation Portal & Search  Solution Verification Strengthened GBCare Experience Score near ‘Exceptional’ 2014: How Did We Do? - Early Life & Solution Robustness

8. 8 GENBAND Confidential and Proprietary 2015 Quality Focus Report Card SBC Robustness Gateways Supply Chain Improvement Release Timeliness & Interval Tuning Early Life Upgrade Success Seamless Deployment on Key Wins Downtime Frequency & Duration Field Defect Escapes Customer Support Early Life Experience Solution Robustness Patch Defects & Volume Subject Grade Strategy ★ ✓ ✓ Focus

9. 9 GENBAND Confidential and Proprietary 2015 Quality POR Objectives: By Product, Function & Metric Driver 1 1 2 2

10. Thank You Contact Info: Gita.MacLean@genband.comGita.MacLean@genband.com End of Presentation