Top UCaaS Case Studies

21 Top Unified Communication Case Studies From Industry Leaders:

SUCCESS STORY Century-Old Manufacturer Stays Agile and Responsive with 8x8 Barnhardt Manufacturing Company—Cotton Industry Powerhouse In 1914 Barnhardt Manufacturing revolutionized the furniture industry with its invention of processing cotton for use in the creation of rayon fibers. Headquartered on the original site where it was founded in 1900, the business remains privately held by fourth-generation Barnhardt family members. The company currently operates eight manufacturing facilities across the United States, producing bleached cotton fiber products for industries spanning from Customer: Barnhardt medical and beauty to home care and consumer products. Manufacturing Company A constant factor in Barnhardt’s storied, century-plus history has been the continual Industry: Manufacturing utilization of the latest technologies and techniques to keep the company ahead of its competition and at the leading-edge of its industry. Seeking yet another innovative Location: Charlotte, NC transformation in its workplace, Barnhardt Manufacturing began the search for a 8x8 Products: 8x8 Virtual Office unified communications platform with the capabilities and security to impact the performance of employees across all of its operations. Favorite 8x8 Features: Breadth of functionality, analytics, ability to Pulling Everyone Together utilize phone, smartphone, tablet, Kevin O’Rourke, CIO for Barnhardt Manufacturing, described his motivations, “Having or desktop from any location a reliable communications system that could bring our team together in a more Primary Reason for Choosing 8x8: cohesive manner became an imperative for us. We have employees in offices, in our Completeness of solution manufacturing facilities, and many needing mobile options in locations with very little cell service.” Number of Lines: 775 Ted Palmer, Barnhardt’s manager of IT infrastructure, concurred, “We have some Previous Phone System: Mitel employees positioned in very rural areas—really off the beaten path—and we needed Website: www.barnhardt.net a solution that was simple and capable of being fully functional in a wide range of operating environments.” With over 300 telephone extensions, and facilities open 24 /7, coordination and communication across the company are vital to its success. “Our locations on the East Coast have to be in sync with our West Coast operations, which in turn, have to be able to communicate with our sales people in every time zone,” said O’Rourke. 1

Legacy Limitations With its legacy telephony system, the company had struggled with general maintenance and frequent capacity issues. Delane Heath, Barnhardt’s network support specialist, noted, “Our old, decentralized system had a failure rate that was unacceptable for our business. In addition, it was hard to make changes and we lacked any form of analytics to give us visibility into call patterns.” “The legacy system’s complexity caused stability, capability, and reliability issues,” commented Palmer. “We had scaling problems and the only ways to fix them were not cost effective.” In addition, after experiencing calls being hacked or hijacked multiple times, system security became an important consideration. “A call that was originated from an auto-dialer was able to navigate across the old phone system and make international calls at our expense. We only found out when we saw the bills with multiple hundred-dollar phone calls!” explained Palmer. “We were unable to lock things down to prevent this re-occurring and that’s when we knew we had to make a switch.” Making the Cut The Barnhardt team created a detailed set of requirements and used the criteria to compare a shortlist of the industry-recognized leading services. Palmer recounted, “We eliminated vendors that didn’t offer a cloud-based solution and several more got cut because they lacked the functionality we needed. After narrowing down the list to four candidates, we conducted an in-depth side- by-side comparison, and decisively concluded that 8x8 was the best solution for Barnhardt.” Heath reflected, “While cost and analytics were major factors, 8x8 really stood out by being the only vendor capable of providing superior voice quality without needing an MPLS [multiprotocol label switching] network.” Immediate Positive Impact Barnhardt opted to do a phased implementation, starting with smaller locations and moving to larger facilities as the team gained experience. “The initial deployment was fantastic; 8x8 had one of the best implementation teams I’ve ever worked with,” recalled Heath. “The well-structured deployment processes gave me confidence that the system would deliver to expectations.” Palmer reported “User response was really positive from the outset of the rollout. The clarity and new features were received very enthusiastically.” Broad Benefits The new system enabled work processes to improve dramatically, cutting down on response times. “Before, we were not able to execute change requests with any level of urgency,” said Heath. “Now, the simplicity and speed with which we can respond are just light-years ahead of where they used to be.” Palmer added, “The analytics capability from 8x8 is a valuable tool for managing the business and has given us a lot of benefits. We’re now able to profile communication patterns and look at queue lengths to make sure we’re effectively handling customer calls. We also use the information for internal performance management and to verify that the loading on our agents is appropriate.” Barnhardt’s 8x8 system is integrated with its Salesforce cloud-based customer relationship management database and connected to the company’s Microsoft email application to provide widespread improvements in efficiency and accuracy. The 8x8 mobile app provides Barnhardt employees with the ability to access all the capabilities of 8x8 Virtual Office from smartphones, tablets, and desktop devices. “Before, we did not have a corporate directory available to mobile users, so they had no way to easily look up other employees. Now that we have the 8x8 mobile app on our phones or desktops; we have everything at our fingertips,” Palmer stated. With hundreds of inbound and outbound calls each day, system security and reliability are both essential. “8x8 has invested heavily in security and compliance for its solutions and, except for scheduled maintenance, we haven’t had any downtime with the system,” enthused Heath. 2 SUCCESS STORY

SUCCESS STORY 8x8 ties everything together: The seamlessness of the unified communications we now enjoy across the entire company has been a huge uplift for everyone. —Kevin O’Rourke, CIO, Barnhardt Manufacturing Company Staying Ahead by Looking Ahead O’Rourke reflected, “We’re always looking for opportunities to utilize advanced technologies to give ourselves an edge and we select partners for their ability to contribute to this strategy. 8x8 is constantly innovating and launching solutions that exceed expectations, making it a great partner for us.” Many companies underestimate the value of an advanced phone system. “Some people dismiss it as just being a commodity but this is old-school thinking,” mused O’Rourke. “You take away someone’s phone and then you tell me how valuable it is to them; we’ll see how long they survive! Selecting the right phone system is a strategic advantage.” He concluded, “8x8 ties everything together: The seamlessness of the unified communications we now enjoy across the entire company has been a huge uplift for everyone.” For more information, call 1.866.862.2811 or visit 8x8.com © 2017. The 8x8 logo is a registered trademark of 8x8. SALES597/1017

Cloud Phone Nation Tim Conti [email protected] (312) 925-7731

McDonald’s Franchisee Lowers Phone Bill 35% with 8x8 Cloud Communications Contrary to popular belief, VoIP phone service isn’t McDonald’s always cheap—you have to pick the right provider. mcdonalds.com That’s the reality IT consultant Jay Daniel faced when a McDonald’s franchisee in Nashville, Tennessee asked him for help. Although phone service for the Industry 8x8 Products: franchisee’s 20 restaurants was being hosted by a Fast-food restaurants Virtual Office local Internet Service Provider (ISP), costs were out of control and downtime was a constant problem. With the service contract about to end, the franchisee asked Daniel to recommend a replacement system. Headquarters Primary Reason 24 locations in and around Chose 8x8: In Daniel’s view, the McDonald’s franchisee was not Nashville, Tennessee, USA Cloud communications getting the best deal from the local ISP. He was renting solution with predictable outdated Cisco phones for $20 a month and paying monthly costs per-minute charges for toll and long distance calls. In fact, Daniel estimates he was only saving about 20% Executive Summary over the cost of traditional copper lines. When IT consultant Jay Daniel was asked to find a new, more affordable phone system for a McDonald’s franchisee “The restaurant owner was paying too much and not with 20 restaurants, he knew what to look for: a fully hosted getting a lot for it,” says Daniel. “The local ISP had taken solution with predictable monthly costs and highly reliable advantage of the fact that he was not tech-savvy.” uptime. 8x8 fit the bill, and now the client’s phone bill is 35% lower while uptime has never been higher. 8x8 Case Study

Predictable, low fees slash Total Cost of Ownership (TCO) Having worked with a number of different VoIP providers in the past, Daniel quickly came up with a short list of candidates for the replacement system. 8x8 was one of them. “For this client, I liked the idea of a cloud-based solution,” explains Daniel. “I knew it would help them keep their TCO [total cost of ownership] down.” In considering bids from two other VoIP providers, he soon discovered deal-breakers. The first company wanted the franchisee to maintain service via SIP trunking, which would significantly increase TCO and not be cost-effective. The second company offered only metered service, which would make the franchisee’s phone costs unpredictable. “8x8 won out because of the numbers,” says Daniel. “Their fees were lower and consistent from month to month. It was a much better cost structure for a franchisee with 20 restaurants distributed across two counties.” 8x8 smoothly manages complicated number porting Although the McDonald’s franchisee only needed standard 8x8 service at the restaurants, there was a challenging complication: the 20 sites had more than 80 telephone numbers from over a dozen different providers! All of these numbers had to be ported to the 8x8 system, while incurring as little downtime as possible for the restaurants. “8x8 managed the number porting for us and they did a beautiful job,” says Daniel. “There was very little downtime, and the whole process was smooth as ice.” Within 12 weeks, all the restaurants’ numbers had been successfully ported over to 8x8, and soon thereafter, all 20 restaurants had moved to 8x8 service. Costs go down 35%—and reliability is the highest in the region Since switching to 8x8, the franchisee’s phone costs have gone down 35%, which is less than half the cost The franchisee’s phone of traditional landline service. Downtime has also been dramatically reduced. costs have gone down 35% “We used to have at least one restaurant down every and downtime has also been single day,” says Daniel, who has continued on as IT dramatically reduced. director for the franchisee. “Now we have the most uptime of any McDonald’s franchise in the Indianapolis region, which includes the greater Nashville area.” 8x8 Case Study

Tough, easy-to-use cordless phones and fax provide With 8x8, we can set up our own configuration directly, great voice quality without waiting for outside help.” Restaurant environments are notoriously hard on IT Fast, easy ramp-ups help franchises expand equipment. McDonald’s managers use high-quality desk phones in their offices, but out on the restaurant floor, Phil Gray now has 24 locations, and he plans to further cordless phones are a must. expand. Thanks to 8x8, the ramp-up time for new locations is just a few days. The local ISP had used analog adapters that were not robust and did not deliver good voice quality. Daniel “About a week before we’re due to open a new location, and the McDonald’s franchisee were pleased to find we go to the restaurant site and plug in the ATA that 8x8’s analog telephone adapter (ATA) technology adapters,” Gray explains. “Once we confirm they’re works very well. working, we know we’re ready to go.” “With 8x8’s ATA adapters, we can purchase inexpensive phones and fax machines for the restaurants and then replace them as needed,” says Daniel. “The adapters are very easy to use—we just plug them in and they work! The voice quality is also much better than we had before.” Simplified system administration saves time Daniel also appreciates 8x8’s easy-to-use, web-based system administration features, which enable him to configure phone features for the restaurants. “Our restaurants are busy and can’t typically return calls, so we disable features like voicemail and call waiting on our main public numbers,” he explains. “Before, it was either impossible to deactivate those features, or we had to go through the ISP to do it. Our 8x8 phone system is kind of “ invisible because it just works. It’s amazing how few problems we have and how few devices have failed. 8x8 is exceedingly reliable—no care or feeding required! Jay Daniel IT Consultant, McDonald’s 8x8 Case Study

An amazingly reliable phone system that “just works” For additional information, These days there’s a lot of buzz about ensuring a good visit www.8x8.com customer experience, but Daniel likes the fact that he rarely has to ask for support. “Our 8x8 phone system is kind of invisible because it just works,” he says. “It’s amazing how few problems we have and how few devices have failed. 8x8 is exceedingly reliable—no care or feeding required!” 8x8 won out because of the “ numbers. Their fees were lower and consistent from month to month. It was a much better cost structure for a franchisee with 20 restaurants distributed across two counties. Jay Daniel IT Consultant, McDonald’s About 8x8 8x8, Inc. (NYSE: EGHT) is transforming the future of business communications as a leading Software-as-a-Service provider of voice, video, chat, contact center and enterprise-class API solutions powered by one global cloud communications platform. 8x8 empowers workforces worldwide to connect individuals and teams so they can collaborate faster and work smarter. Real-time analytics and intelligence provide businesses unique insights across all interactions and channels so they can delight end-customers and accelerate their business. For additional information, visit www.8x8.com, or follow 8x8 on LinkedIn, Twitter and Facebook. © 8x8, Inc. All Rights Reserved. Unless otherwise specified, all trademarks identified by the ®, ™, or ℠ are registered trademarks, trademarks, or service marks respectively of 8x8, Inc. 8x8 Case Study

Cloud Phone Nation Tim Conti [email protected] (312) 925-7731

SUCCESS STORY Financial Services Leader Supports Dramatic Growth and Boosts Efficiency with 8x8 Movement Mortgage —funding one in every 60 home purchases in the USA Founded in 2008, Movement Mortgage was named by Inc. Magazine as the fastest-growing mortgage bank in the country, increasing its workforce from just four to over 4,000 today. Ranked among the top ten purchase lenders in the United States, the company finances one in every 60 home purchases in the country, totaling more than $13 billion in originations. Growing Pains Customer: Movement Mortgage Movement Mortgage’s rapid growth brought some challenges: The company outgrew Industry: Mortgage & Loan its legacy telephone system and transitioned to a self-hosted hybrid environment of Location: Fort Mills, South Carolina multiple hosting providers and carriers. With over 650 locations across the United States, the patchwork system had latency issues, poor voice quality and dropped calls. 8x8 Products: 8x8 Virtual Office Customer service was adversely impacted, as well as the company’s overall ability and 8x8 Virtual Contact Center to scale. The burden on the internal IT team’s productivity also was significant: It Favorite 8x8 Features: was estimated that 20 percent of the group’s time was spent handling phone-related Unified communications across issues. the entire company, reliability, Cam Lawler, enterprise applications director at Movement Mortgage, elaborated, mobile capabilities, and ease of “The quality of our legacy system was miserable. Speed of communication is critical management for us and team members just couldn’t reach each other quickly. It was obvious that Primary Reason for Choosing 8x8: we needed a solution that would help us to offer exceptional customer service, as well Scalability in a highly-distributed as deliver simplified management and improved workflows.” environment Interconnectivity in the Cloud Virtual Office Lines: 4500 Movement Mortgage executed an extensive competitive review, including consulting Virtual Contact Center Seats: 35 Gartner Magic Quadrant ratings, and decided to replace its communications systems with the 8x8 Virtual Office cloud business telephone system. The Previous Phone System: company’s operation centers and over 650 branches, which previously functioned Personal PBX backbone as independent units, are now interconnected across one cloud communications platform, with a single provider and consolidated billing for all of its communication Website: movement.com services. 1

SUCCESS STORY 8x8 enables us to elevate employee efficiency and ensure that company-wide communications actually add value to the business, rather than detracting like it used to with our legacy system. —Cam Lawler, Enterprise applications director, Movement Mortgage The impact of 8x8 Virtual Office opened up a legion of benefits associated with deploying an industry-leading communications solution. “We saw the big positive impact that 8x8 made to our organization, so we added 8x8 Virtual Contact Center to bring even more rigor and efficiency to our internal communications,” recalled Lawler. He continued, “Some of the heaviest users are in our Rate Lock Group: They work directly with loan officers to finalize rates for our loans. The exchange of information between the two teams is obviously a core function for us. With 8x8 we now have full visibility into this process and can measure and tune individual performances to ensure that this critical business operation is running optimally.” Supporting Mobility Movement Mortgage leverages multiple 8x8 features to further enhance the efficiency of its team. With single number outreach, employees enjoy having one phone number work across several devices, including desk phone, laptop, and mobile. “Our loan officers are extremely mobile and continually take advantage of the ‘follow me’ capability,” noted Lawler. “Although our own staff turnover is well below the industry average of 40% annual churn, we do have a continual inflow of new hires but we now have the capability to ship out a phone, have the employee plug it in, and immediately be productive. This is really key for us.” He added, “With the simplified plug-and-play portability we get with 8x8, physical inventory is now easy to control and IT management is very straightforward.” Having a single corporate phone directory also saves the IT team valuable time and makes inter-office communications easy. Multiple Capabilities from 8x8 Lawler reflected, “Having our unified communications and contact center solutions from the same vendor has been really great. Administration can be performed from a single console, so even with an environment of our size and complexity, management is simple and efficient. The combination of 8x8 Virtual Office and 8x8 Virtual Contact Center allows us to scale quickly and deliver outstanding customer service by enabling agents to effortlessly collaborate with anyone in the organization He continued, “8x8 enables us to elevate employee efficiency and ensure that company-wide communications actually add value to the business, rather than detracting like it used to with our legacy system.” Movement Mortgage CEO Casey Crawford summarized; “When we looked into revamping our communications infrastructure, it was imperative for us to find a partner that had experience supporting businesses of our size and scale, with distributed and mobile workforce requirements. 8x8 fits the bill perfectly.” United States Australia United Kingdom 1-866-879-8647 1800 854 171 0333 043 8888 8x8.com 8x8.com/au 8x8.com/uk © 2018. The 8x8 logo is a registered trademark of 8x8. SALES625/0318

Cloud Phone Nation Tim Conti [email protected] (312) 925-7731

CASE STUDY 8x8 Cloud Communications Reduce Time-Consuming System Maintenance for Nationwide Fitness Franchise UFC Gym, Fitness and Training Centers Managing multiple hardware PBXs for multiple UFC GYM locations used to be a major headache for IT Director Greg Goodman. Troubleshooting problems, configuring systems and setting up new facilities took up the bulk of his time. Since UFC GYM switched to 8x8 cloud communications in 2013, Goodman is a much happier man with a lot more time on his hands—time Customer: UFC GYM he now spends managing high-level IT issues and overseeing the company’s Industry: Fitness and Franchise nationwide expansion. Locations: 7 locations in California, UFC GYM is the first major brand extension of the Ultimate Fighting Championship, including headquarters in Santa Ana; the world leader in the sport of mixed martial arts (MMA). In alliance with New 2 in Honolulu; 1 in Long Island, Evolution Ventures, developers of many of the world’s most successful fitness brands, New York UFC GYM has something for all ages and fitness levels, offering a full-range of group fitness classes, private MMA training, personal and group dynamic training, plus Previous Phone System: Individual MMA-style youth programming. As the first to combine the world of mixed martial premises-based PBXs in each arts and fitness, UFC GYM’s TRAIN DIFFERENT® approach has developed an location atmosphere where members can see immediate results. 8x8 Product: Virtual Office Managing Individual PBXs at Multiple Locations Took Too Lines Deployed to Date: 234 Much Time Favorite 8x8 Features: Faster setup Headquartered in Santa Ana, California, UFC GYM has six other California fitness of new locations and reduced system facilities, as well as two signature gyms in Honolulu and one in Long Island, New York. maintenance Before the company implemented 8x8 cloud communications in August 2013, each Primary reason chose 8x8: of these locations had its own hardware PBX, a situation that cost IT Director Greg Wanted to connect all locations and Goodman and his team many wasted hours. eliminate PBX hardware “Technically our phone systems did work,” he recalls, “but they were very hard to Website: www.ufcgym.com manage. Setup was a big issue. It often took us 30 man-hours to install and configure the phone system in a new location.” System maintenance was another challenge for Goodman and his team. “We could only access the system by dialing in remotely from a specific location,” Goodman says. “It was a pain to do, and not at all convenient.” 1

Setting up New Locations Now Requires Less Than An Hour All that changed when UFC GYM eliminated its individual hardware PBXs, and unified its U.S. locations on the 8x8 telephony platform. According to Goodman, setting up new locations now takes much less time and effort. “Before, there were a million steps,” he says. “We had to order equipment, wait for it to arrive, work with the carrier and configure devices. The whole process took days, or even weeks. With 8x8, we just order new phone numbers and plug in the phones when they arrive. We can literally have a new location up and running within the hour.” Moving to the Cloud Means No More Maintenance—and No More Lost Sleep These days, Goodman spends a lot less time troubleshooting phone system problems I was concerned we as well. Back in the day, he often dealt with call quality issues, software updates, and equipment maintenance. wouldn’t have control over Not anymore. the phone system if we moved it to the cloud. But “Our 8x8 phone system is fully hosted, so there’s no software to update or hardware 8x8 provides all the to fix,” he says. “Issues are very rare, and when they do arise, 8x8 takes care of them. Before, a simple thing like a Windows update could throw our whole phone system management tools we out of whack, and we’d have to spend hours troubleshooting it. Now that everything’s need... we have the control in the cloud, we don’t have to worry about a PC blue-screening.” we need, and 8x8 takes Goodman admits he was previously committed to hands-on system management and care of the rest.” reluctant to embrace cloud-based hosting. —Greg Goodman “I was concerned we wouldn’t have control over the phone system if we moved it to IT Director the cloud,” he explains. “But 8x8 provides all the management tools we need—and UFC GYM we can access the system from any web browser. It’s really a win-win: we have the control we need, and 8x8 takes care of the rest. I don’t lose sleep anymore worrying about our phones going down.” Extension Dialing Streamlines Employee-to-Employee Calls With the nationwide expansion of the UFC brand, connecting the company’s geographically dispersed locations has been another key benefit of 8x8 cloud communications. Employees now dial extensions to reach colleagues at any facility. They can also call directly, whereas previously calls had to go through the front desk. Goodman particularly likes the fact that call recipients can immediately see who is calling them. “Before you could see which location was calling, but you didn’t know who the actual caller was,” he explains. “Now our employees know when I’m calling and vice versa. Plus, not having to go through the front desk saves a lot of time, and time is definitely money in our business.” Ring Groups Ensure Live Answering at the Front Desk At UFC GYM locations, outside calls are answered live by front desk staff. To make that process efficient for both employees and callers, the company uses 8x8 ring groups. When a call comes in, anyone in the ring group can answer it. This gives staff much- needed flexibility when the front desk is busy, and reduces wait times for callers. 2 CASE STUDY

CASE STUDY Our 8x8 phone system is fully hosted, so there’s no software to update or hardware to fix, issues are very rare, and when they do arise, 8x8 takes care of them. Before, a simple thing like a Windows update could throw our whole phone system out of whack, and we’d have to spend hours troubleshooting it. Now that everything’s in the cloud, we don’t have to worry about a PC blue-screening.” —Greg Goodman IT Director, UFC GYM Flexible Features Support Your Mobile Device of Choice Like many IT professionals, Goodman is often on the move with his laptop. When working remotely, he prefers to use the 8x8 soft phone client on his computer instead of his cell phone, because the headset is more comfortable. Other members of his IT team, however, prefer to use the 8x8 mobile app for their smartphones. The great thing is, it doesn’t matter which device they use; 8x8 keeps everyone connected. “When I use my laptop as a phone, no one has any idea I’m not at my desk,” says Goodman. “I can go practically anywhere with 8x8.” Move to the Cloud Looking back at how his work environment has changed since UFC GYM moved to 8x8 cloud communications, Goodman believes he has become more productive. “I spend very little time managing our 8x8 phone system. It works so well, I actually don’t even think about it much!” Goodman also believes IT managers who worry that hosted VoIP is not reliable enough for their companies need to update their thinking. “Hosted VoIP is a mature technology that’s come a long way from the days of dropped calls and poor voice quality,” he proclaims. “That’s yesterday’s news. When you implement a top-quality system from an industry leader like 8x8, you get hosted VoIP that’s as reliable as traditional landlines. There’s no reason not to move your communications to the cloud these days.” Find out how 8x8 can help your business. Call 1.866.862.2811 or visit www.8x8.com © 2017. The 8x8 logo is a registered trademark of 8x8. SALES561/0615

Cloud Phone Nation Tim Conti [email protected] (312) 925-7731

8X8 CASE STUDY Transportation and Logistics Provider Accelerates UCaaS Solution By Up To 20X with Aryaka UCaaS (Unified Communications as-a-Service) is expected to reach $167.1 billion in market size by 2025. As a single integrated solution for all things collaboration, from email and video conferencing to file sharing and directory services, UCaaS has become an essential tool for global enterprises. Replacing on-prem UC with UCaaS, however, comes with a condition: it’s only as good as the network it’s delivered upon. A well-performing UCaaS service can mean better collaboration and improved productivity for a company, while dropped calls, distorted video and slow-to-send files can result in the opposite. UCaaS solutions are especially prone to packet loss, latency and jitter – the public internet can’t support UCaaS performance and purchasing private circuits can be prohibitively expensive. Aryaka’s managed SD-WAN solution, however, was built for a cloud-first world. Our cloud-native private network provides enterprise-grade connectivity enabling reliable UCaaS performance globally. The Challenge When a US-based transportation and logistics company initiated a company-wide digital transformation project, improving the performance of 8x8, their UCaaS solution, was key to the first phase of their plan. In order to address this issue, as well as futureproof their network for future cloud-based and SaaS application deployments, the company needed to transform their core on-premises network. The Solution After deploying Aryaka SmartConnect, the company experienced major improvements in their 8x8 traffic, including: 1. 93% data reduction and an increase in application performance by up to 20X. The figure below shows the data between Amsterdam and Ashburn, Virginia. 8X8 / CASE STUDY 1

2. Packet loss decreased to almost 0%! 3. Stable core latency between Amsterdam and Ashburn, Virginia. 4. The TCP Connection set up time immediately increased to 8X faster over the Aryaka core network. The time spent setting up the transport connection and is much higher over the internet as it is not a dedicated medium. With Aryaka’s optimization technology, the transport layer is always available for the packet to move securely over the core. For example: an 8-second process over the internet decreases to a one-second process with Aryaka. Please note that in the figures shown above, 99% of the traffic shown is 8x8 traffic. 8X8 / CASE STUDY 2

How It Works: Aryaka and 8x8 Aryaka implements connectivity to 8x8 datacenters (DC) using its Virtual Office (VO) implementation. It creates 5 VOs on its backend and each customer site belonging to Aryaka is mapped to a region, connects to a VO and is used to access 8x8 for that region. The customer site is mapped based on the POP to which it connects. The following table provides a mapping of the Aryaka customer site POPs and regions: Aryaka PoPs Region Los Angeles, San Jose US-West Dallas, Miama, Ashburn. Chicago, San Paulo US-East Frankfurt, Amsterdam, Tel Aviv, London, Johannesburg EMEA Singapore, India, Taipei, Dubai, Tokyo, Seoul, China PoPs, Hong Kong APAC Sidney Sydney 8x8 provides the public IP subnets to Aryaka, which is hosted in their DCs. The traffic to 8x8 GTM/DNS server IP address is routed over the regional VO. 8x8 maintains a mapping of the Aryaka pubic subnets to that region, so that when endpoints register via Aryaka, they are redirected to the services hosted in that region. The following diagram provides a high-level overview of the solution architecture. It is important to note that Aryaka connects the customer location to the closest 8x8 DC. Aryaka Key Results UCAAS PERFORMANCE PACKET LOSS DECREASED ACCELERATED BY UP TO ALMOST 0% TO 20X 8X8 / CASE STUDY LEARN MORE | [email protected] | +1.877.727.9252 3

Cloud Phone Nation Tim Conti [email protected] (312) 925-7731

BUILDING AN ANYWHERE IT STACK See how Denison University’s CIO killed the desk phone with Dialpad A DIALPAD CUSTOMER STORY DIALPAD, INC. SAN FRANCISCO, CA WWW.DIALPAD.COM

TABLE OF CONTENTS From Legacy PBX to Pure Cloud Enabling the Anywhere Worker Implementation and Results DIALPAD + DENISON UNIVERSITY 02

COURSES OF STUDY Founded in 1831 and situated 30 miles east of Columbus, Denison University is one of the nation’s leading liberal arts 50+ colleges. Serving over 2,000 students from all 50 states and around the world, the university dedicates itself to inspiring and educating its students FACULTY to become autonomous thinkers, discerning moral agents, and active citizens of a democratic society. INDUSTRY 235 Education HEADQUARTERS Granville, OH UNDERGRADUATES WEBSITE 2,150 denison.edu

DIALPAD THE CHALLENGES LEGACY PBX FREES STAFF HARDWARE ANYWHERE AND FACULTY WORKERS SILOED TO WORK FROM IT SYSTEMS ANYWHERE. — DENA SPERANZA, CIO

DENISON UNIVERSITY FROM LEGACY PBX TO PURE CLOUD One of the country’s leading liberal arts institutions, Denison takes pride in its ability to foster regular communication and strong relationships between students, faculty, and staff. But its legacy on-premise system—a 25-year-old Fujitsu 9600 PBX—held users back.

FROM LEGACY PBX TO PURE CLOUD SCRAPPING THE COST OF LEGACY As with any aging hardware, Denison’s old PBX system required costly maintenance. As the years went on, hunting down specific replacement parts became increasingly difficult while servicing the system grew more and more expensive. On top of high costs, the previous enviro nment proved overly complex to provision new users and lacked basic features, like the ability to add additional callers to an existing call. When it came time to scrap the old system, Denison’s staff saw an opportunity to upgrade the university’s capabilities for the long term. “We didn’t want a new system to simply replace the old one,” said David Eng lish, CFO at Denison University. “We wanted it to meet our communications needs for the next 10 to 15 years.” DIALPAD + DENISON UNIVERSITY 06

FROM LEGACY PBX TO PURE CLOUD KILLING THE DESK PHONE By transitioning away from its archaic on-premise hardware, Denison simultaneously reduced the need for bulky desk phones and an outdated restriction: that staff could only take calls from their office. “The desk phone is dead,” said Speranza. “Dialpad aligns beautifully with our strategy to enable people to work from anywhere from any device.” Dialpad gives faculty and staff at the university the option to communicate using a mobile phone, tablet, desktop, or laptop. DIALPAD + DENISON UNIVERSITY 07

DIALPAD MAKES IT EASY TO KEEP IN TOUCH— EVEN FROM HALFWAY ACROSS THE GLOBE. — DENA SPERANZA, CIO DIALPAD + DENISON UNIVERSITY 08

DENISON UNIVERSITY ENABLING THE ANYWHERE WORKER Though the university is situated in Ohio, Denison’s students, faculty, and staff regularly travel around the globe. That motivated Denison’s staff to find a telephony system that would make it easy to communicate from any device.

ENABLING THE ANYWHERE WORKER GLOBAL COLLABORATION “Dialpad gives me the freedom to work from anywhere, whether in the local coffee shop or halfway around the world,” said Raj Bellani, Chief of Staff. It’s all about flexibility: whether individuals want to work from their office, while on-the-go, or on the other side of the planet, Dialpad makes it easy to stay connected. CLOUD-FIRST ECOSYSTEM Thanks to a decade of major advance- ments in technology, most workers today expect high-quality, consumer-grade ex- periences from the tools they use every day. Denison staff and faculty are no dif- ferent. As a cloud-first tool, Dialpad met those expectations while also giving users an easy way to access students across any channel—including messaging, voice, and SMS. DIALPAD + DENISON UNIVERSITY 10

ENABLING THE ANYWHERE WORKER VOICE & PRODUCTIVITY: BETTER TOGETHER Adopting cloud communications allowed the university to complete its anywhere IT stack and integrate various solutions in intelligent ways. Integrating G Suite with Dialpad, for example, makes it easy for anyone to see context around conversations. “The integration with G Suite is beautiful,” said Speranza. “While in Dialpad, I can instantly see files we’ve worked on together and upcoming meetings we share, making for a more efficient conversation.” Additionally, Denison no longer has to manually publish and maintain a campus phone directory since the list is automatically synced through G Suite. DIALPAD + DENISON UNIVERSITY 11

DIALPAD ENABLES US TO KILL THE DESK PHONE. — DENA SPERANZA, CIO

DENISON UNIVERSITY IMPLEMENTATION AND RESULTS Switching from its traditional PBX system to pure-cloud with Dialpad has enabled Denison University to save approximately 20% in annual operating expenses. The university attributes its cost savings to avoiding maintenance costs and the need to buy new infrastructure.

IMPLEMENTATION AND RESULTS In addition, Denison expects it will continue to save time and money due to how efficiently new individuals can be brought onto Dialpad’s system. “It’s shocking how simple it is to provision new departments and users using Dialpad’s G Suite integration,” said Kris Sulzberger, Director of Technical Services. DIALPAD + DENISON UNIVERSITY 14

DESK PHONES KILLED RESULTS Denison University remains committed 52% to inspiring and educating its students through a strong academic program complemented by one-to-one relationships with faculty and staff. ANNUAL COST SAVINGS Moving to cloud communications with Dialpad enables the university to act on that mission through modern technology. Dialpad frees universities like Denison and other organizations from the 20% limitations of traditional desk phones. In the era of the anywhere worker, a TOTAL UNIVERSITY ASSETS modern business phone system makes it possible to ditch excessive legacy costs, take full advantage of cloud-first integrations, and empower a culture of $1.2B+ global collaboration.

CONNECT EVERYONE. WORK ANYWHERE. Dialpad builds software for better communications at work. It empowers today’s anywhere worker to talk, text, make video calls, and meet online with customers and colleagues on any device. Today, 35,000+ customers trust Dialpad, including Uber, Vivint Solar, Betterment, Motorola Solutions, Stripe, Postmates, Quora, Netflix, and 60 percent of the Fortune 500. Dialpad is funded by some of the world’s best recognized investors including Amasia, Andreessen Horowitz, Felicis Ventures, GV (formerly Google Ventures), Softbank and Work-Bench. To learn more about our mission to kill the desk phone, visit dialpad.com and follow @DialpadHQ on Twitter. GET STARTED TODAY

Cloud Phone Nation Tim Conti [email protected] (312) 925-7731

JumpCrew Cuts Sales Cycle Time in Half with Dialpad Background JumpCrew is an acquisition marketing and sales solution platform that helps EMPLOYEES businesses drive site traffic, leads, and sales. With more than 400 employees, and 400+ sales making up over a third of their workforce, JumpCrew needed a reliable phone system to empower their teams to do what they do best — sell. OFFICES 6 Challenges INDUSTRY Agency 1. Onboarding: Lofty goal of hiring and ramping 100 sales reps in 100 days. 2. Data: Building a training program was difficult due to the lack of call visibility. PRODUCTS 3. Reliability: Sales reps were experiencing missing and dropped calls. Why Dialpad • Sales leaders can now identify successful calls to pull data, analyze transcripts, MOST LOVED FEATURES and train the team using the best practices. Voicemail Drop • Sales and recruiting teams have texting capabilities, access to transcripts, and Real-Time Assist call data. Recorded calls and transcripts • Integration with G-Suite and Salesforce keeps the team organized and efficient Analytics & Reporting with call and email logs, click-to-dial, and centralized documents. Integrations with G-Suite & Salesforce • Sales reps have all the information at their fingertips with Real-Time Assist, which acts as a battlecard that pops up based on trigger words. • Improved call quality and no dropped calls. “ Results Dialpad is the only integrated phone system • Reduced sale cycle time by 50%. designed specifically for • Call quality has improved to a 4.5/5, if not higher, all of the time. Sales teams. • Insights into team performance, best practices, and call metrics. FORREST SMITH • Increase in responses with the ability to text directly from the Dialpad app. Director of Data and Technology Dialpad Communications, Inc. San Francisco, CA Email us: [email protected] www.dialpad.com Call us: 1-855-DIALPAD

Cloud Phone Nation Tim Conti [email protected] (312) 925-7731

MarketStar Completes Sales Tech Stack with Dialpad Background MarketStar is a global sales and marketing outsourcing company providing sales solutions for the world’s leading and emerging companies such as Pinterest, Dropbox, EMPLOYEES and Samsung. With over 30 years of proven success, MarketStar is a true leader in 1400+ revenue acceleration. OFFICES Challenges 3 (international) INDUSTRY 1. Inefficiencies: Agency Reps manually dialing numbers, leaving the same voicemail repeatedly, and tracking their own call efficacy. 2. Flexibility: Previous phone system was just a desk phone with no integrations or analytics; PRODUCTS reps were often using their personal phones. 3. Data: Lack of call visibility meant difficulty measuring success and gathering best practices. Why Dialpad • Integration with Salesforce and Outreach works in unison to increase efficiencies MOST LOVED FEATURES and create a powerful selling environment. Salesforce and Outreach integration • Sales leaders can now identify successful calls to pull data, analyze transcripts, and Voicemail Drop train the team using the best practices. Real-Time Assist • Voicemail Drop saves time by allowing reps to drop off a call and play their best Analytics & Reporting pre-recorded message, allowing them to move on to their next call. Recorded calls and transcripts • Sales reps have all the information at their fingertips with Real-Time Assist, which acts as a battlecard that pops up based on trigger words. • Call recording and transcripts gives reps the ability to get up to speed and better “ prepare for their next call. Dialpad acts as the Results backbone to our • Went from 25% call recording to 100% call recording. tech stack. • Complete sales tech stack with Salesforce and Outreach integrations gives the team the right tools for the most effective phone call. ADAM TOWNS • Insights into team performance, best practices, and call metrics. Head of Sales technology • Reps are spending more time talking to customers and less time dialing, leaving voicemails, and manually logging activity. • Insights into team performance, best practices, and call metrics. • Increase in responses with the ability to text directly from the Dialpad app. Dialpad Communications, Inc. San Francisco, CA Email us: [email protected] www.dialpad.com Call us: 1-855-DIALPAD

Cloud Phone Nation Tim Conti [email protected] (312) 925-7731

THE CLOUD STRATEGY COMPANYTM CASE STUDY International Law Firm Drives Communications Reliability Across 60+ Worldwide Locations; Saves Over $300,000 a Year. Leverages Evolve IP’s Integrated Communications Solution for IP Phone System, Unified Communications and Collaboration, and Contact Center gletree Deakins, an international law They ultimately chose to deploy the Immediate Results ™ O Evolve IP OneCloud which runs on the firm with thousands of employees, Financial Savings - Ogletree Deakins was using a “hodge-podge” of world’s largest, most stable, and scalable not only received one of the world’s communications solutions to serve 60+ communications platform from Cisco, leading IP phone systems and contact locations around the globe, according and provided the firm with multiple cloud centers, they saved over $300,000 to Ken Schultz, Chief Information Officer. computing options as well. annually. “It makes it easy to sell to the Each location had a different system and Worldwide Improvements board,” noted Schultz. frequent outages left Ogletree Deakins struggling to recover. Ken said, “it was Ogletree Deakins deployed Evolve Stability - Since switching to Evolve once or twice a day we had an outage IP’s unified phone and contact center IP, Ogletree Deakins has gone from somewhere in the world.” across 60 locations including London, experiencing daily system outages Reliability, Reliability, Reliability Berlin, Toronto, Paris, Mexico City, to none at all. “We haven’t had any and St. Thomas and saw immediate system outages and can forward calls This was a major impediment to client improvements. from the main number to another relations and the handling of time- “We went with Evolve IP because of their location if there’s a disaster or sensitive issues. When Ken started as CIO stability and reliability. We knew we business continuity issue.” at Ogletree Deakins, he recognized that, wanted a hosted solution and Evolve IP Mobile Access - Thanks to the “the #1 problem was the reliability of the was the perfect fit,” said Ken. Evolve IP collaboration and unified communications and contact center. For communications mobile application a law firm to be losing calls, that is a really Today, in addition to the security Ogletree Deakins attorneys can big problem.” provided by having their phones and receive office calls out of pocket, While Ogletree Deakins had exceptional contact center running in the cloud, each anytime. “Single number follow has resources and expertise to serve their location is implementing redundancies been great. The attorneys all have the clients, communication difficulties to provide a backup network. app on their phone, so they can see directly impacted their ability to do All employees also have a unified any call coming in no matter where so successfully. Not only did their communications application on their they are.” external communications suffer, internal mobile phone. In this way, even in a More Collaboration - Internal collaboration became impaired as well. blackout, Ogletree Deakins’ lawyers connectivity between locations has As Ken noted, “people tended to be a lot are able to take calls wherever they’re become easier and more reliable. more siloed.” located. Schultz noted, “we are able to do a Recognizing the impact of these issues, “We thought about hosting a solution better job collaborating and we feel Ogletree Deakins underwent a vigorous ourselves, but we didn’t have the more connected; more a part of the process to replace their disparate stomach to do it right. We would need same organization.” systems with an integrated IP phone a lot of infrastructure and the right hires. and contact center solution. Even then we wouldn’t be able to match the reliability of Evolve IP,” said Schultz. “That’s the type of proposition I like to bring to a Board of Directors. When I Ken Schultz can say, ’we can get everything new, be completely redundant, it can meet all CIO of Ogletree Deakins of our needs, and oh, by the way we are going to save over $300,000 a year.’ It makes it easy for me to sell!” www.evolveip.net [email protected] 610.964.8000 1

THE CLOUD STRATEGY COMPANYTM PRODUCTS • IP Phone System LOCATION: • Unified Communications and Collaboration Headquartered in San Diego, California • Evolve Contact Suite - Contact Center as a Service with multiple locations around the world BUSINESS SITUATION INDUSTRY: • Ogletree Deakins had an unreliable phone system and contact center and experienced regular outages. With thousands of employees and Ogletree Deakins specializes in labor 60+ locations, they needed a reliable, unified system that promoted and employment counsel. No matter stability and connectivity. the company size, their pledge is to understand their client’s business and SOLUTION objectives. • Ogletree Deakins deployed Evolve IP’s integrated IP phone system, CUSTOMER PROFILE: collaboration service, and contact center across their worldwide locations. POSITIVE FEEDBACK Client feedback has earned the firm multiple accolades in publications such as U.S. News – Best Lawyers, Chambers BENEFITS and Partners, Legal 500, and many • Financial Savings - In addition to gaining a world-class IP phone others. system, unified communications and collaboration tool and Gartner- GLOBAL COVERAGE noted contact Center, Ogletree Deakins is saving $300,000/ year. Access lawyers who are admitted to • Stability - Since switching to Evolve IP, Ogletree Deakins has gone practice in all 50 states, the U.S. Virgin from experiencing frequent outages to none at all. Islands, Puerto Rico, England, France, • Mobile Access - Thanks to the Evolve IP mobile unified communications Germany, Mexico, and Canada. app, Ogletree Deakins attorneys can receive office calls out of pocket, CLIENT-FOCUSED PLEDGE virtually anywhere, anytime. Our attorneys pledge to provide • More Collaboration - Internal connectivity between locations has our clients with value, innovation, become easy and reliable. quality, collaboration, and effective communication. OVERVIEW Ogletree Deakins is a labor and employment counsel firm with 53 offices across the United States as well as offices in Canada, Mexico, and Europe. They work with businesses of all sizes, globally. The Cloud is no longer about buying individual services. It’s now about building a strategy around multiple ABOUT cloud services and integrating them together to make IT more efficient. Evolve IP delivers customized EVOLVE IP strategies and integrated services for both cloud computing and communications. Solutions that are designed to work together, with your current infrastructure, and with the applications you already use in your business. Disaster Recovery, Contact Center, Unified Communications, Desktops and Infrastructure … Experience Cloud as a Strategy™ www.evolveip.net [email protected] 610.964.8000 2

Cloud Phone Nation Tim Conti [email protected] (312) 925-7731

BELLA+CANVAS Headquarters: Los Angeles, CA Company: One of the largest US-based clothing and apparel companies at wholesale and retail Locations: 500 employees across seven offices Before Fuze With Fuze ● Struggled with an on-premises system and downtime, ● Migrated its legacy system to modern, flexible cloud impacting customer service communications for its staff and contact center ● Used multiple communication tools across modalities, ● Cut hardware costs in half by moving from deskphones resulting in a heavily fragmented experience impacting to soft phones while adding flexibility for users employee efficiency and productivity ● During COVID-19, employees were able to resume work ● Wanted a solution to unify their communications and immediately from home since they were already enabled workflows on the Fuze app “Fuze brought everything together. It’s one of the few that offered everything. Everyone has appreciated that we all have one platform...we can function and talk as a company.” - Nicholas Jaquay, BELLA+CANVAS’ IT Operations Manager.

Cloud Phone Nation Tim Conti [email protected] (312) 925-7731

Case Study: Boon Edam Enhanced collaboration drives workforce empowerment and cost savings

Overview BY THE NUMBERS Royal Boon Edam is a global manufacturer of high-end revolving doors 1873 and access gates, delivering the ultimate in secure, stylish entry systems Founded for corporate headquarters, hotels, and restaurants, airports, healthcare 1,400 centers, and more. Number of employees The third generation, Dutch family business prides itself on 140 years 20 of knowledge and dedication to this specialist market and is currently Number of office locations undergoing a transformation to modernize and become cloud-first. Operating globally, Boon Edam employs 1,400 people, with offices in 16 20 locations across 16 countries, including Australia, China, France, Number of countries operated in India, the Netherlands, and the USA. Challenge While Boon Edam is a long-established company with When its previous contract expired, the team took traditional values, its commitment to modern, state-of- the opportunity to future-proof its communications the-art entry systems is mirrored in its drive to deliver system with a move to the cloud. This move would help cutting-edge technology to its growing global workforce. modernize its approach to working, remove complexity for the workforce and IT staff, and reduce costs by Communication is vital to Boon Edam’s global business, around 30 percent. yet the IT and communications infrastructure was fragmented, outdated, and costly to manage. Various different local providers included Broadsoft in the Businesses today need to adapt to meet the Netherlands, Nortel in the USA, Siemens in Germany “ and China, and Aastra in Belgium. All of these solutions preferences, demands, and requirements of their provided varying features and functionality across the customers and employees. Boon Edam requires countries and regions the company operates in, creating a modern working environment where the tools silos across the organization. Collaboration across internal and external teams was a and applications have a flexible and easy-to-use major challenge for Boon Edam, and they were looking look and feel, empowering the team to work to empower its globally dispersed workforce with a effectively and confidently while providing the simpler solution. The existing communication systems best customer service possible. weren’t connected, so they lacked a company-wide ” address book. They also struggled with legacy systems in reception, where the system could not cope with Marcel Schilder numerous incoming calls or with callers waiting in Group IT Manager, Boon Edam queues. This left reception staff overwhelmed and had the potential to impact customer service, as issues could not be dealt with as quickly and effectively as possible.

Solution Through Fuze, Boon Edam now benefits from high out unnecessary cost accrued from maintaining performance voice and chat capabilities, so the legacy systems. Complete integration with critical company can have quality conversations with global business tools, including Microsoft Office 365, has team members and clients, no matter their locations. also streamlined day-to-day processes. It has also enabled the company to remove 90 percent of desk phones. Not only does using The deal with Fuze has also helped Boon Edam mobile and soft phones almost exclusively fit into modernize, centralize, and simplify voice costs, adding the more flexible requirements and preferences of to the company’s recognition that Fuze is more closely the workforce, it is also a big part of future-proofing aligned with its future vision to become a future-facing, the company. cloud-first, and innovation-led organization. The platform is used to collaboratively plan revolving After decades of using a traditional phone system, door installation projects across various locations, Fuze’s simple and intuitive user interface is allowing with groups and individuals sharing invaluable teams to adopt and embrace a more modern way of resources. In reception, where the previous system working. In fact, in the countries where the platform is was ill-equipped to handle numerous incoming already installed, the workforce reports that it quickly calls and callers waiting in queues, the new platform becomes second nature. provides effective ring group, hunt group, and reception functionalities, meaning high-quality A cloud-based approach is best positioned to support customer service is provided to the company’s client Boon Edam’s growth plans, as they look to expand base and receptionists are no longer overwhelmed. further and wider. Boon Edam has also achieved cost savings as a direct result of implementing the Fuze The single platform has replaced six on-premises platform and removing existing, outdated systems. systems, simplifying the infrastructure, and stripping “Fuze is fundamental to achieving our goal of creating a flexible and modern IT environment for our employees. The communications and collaboration platform is having a positive impact on our business, bringing together our global workforce and delivering significant cost reductions. Marcel Schilder ” Group IT Manager, Boon Edam

Results Platform characteristics: A real-time communications approach ● Pure cloud UC solution Boon Edam employees can communicate with any colleague, in any location, with ease, ● Integration of communications into a single using chat or voice. A new global directory, platform accessible to every worker, on any device, ensures interactions can be initiated in ● Consistent user experience, regardless of seconds. device or location Reduced costs ● Single, unified, managed solution allowing As a result of introducing Fuze, Boon Edam for rapid activation and easy expansion has reduced costs by 30 percent through removing maintenance/management of ● Ability to scale to thousands of users on-premises equipment. This number is ● 24/7 IVR routing for calls across the global expected to increase further once the rollout organisation is complete. ● Global carrier capabilities A modern working approach Boon Edam’s workers have embraced a more ● Reception-friendly features such as ring modern approach to working. Using Fuze, the groups, call-queues, and call-forwarding company can maintain its traditional values while implementing a modern, intuitive, and consumer-like interface to keep up-to-date with the most modern working practices and preferences. Key user features: ● Unified tools including calling, instant messaging, and audio conferencing ● Full analytics reporting ● Global corporate directory ● Available on multiple devices including desk phones, softphones, and mobile devices Visit fuze.com to schedule a demo.

Cloud Phone Nation Tim Conti [email protected] (312) 925-7731

Case Study: Frank Recruitment Group Driving rapid expansion and greater productivity through cloud communications

Overview BY THE NUMBERS Founded in 2006, Frank Recruitment Group is a global leader in staffing for 2006 IT professionals, operating from over 20 locations worldwide. The company Founded 2,000 employs 2,000 people across the globe, including a team of specialist Number of employees 20 recruiters, who are tasked with finding the very best permanent and contract Locations worldwide technology talent for SME and enterprise organisations across the world. Challenge Fast growth presented some big challenges for Frank Recruitment Group’s IT team, particularly with its Our voice communication approach communications infrastructure. Telephony is essential “ to the business, driving around 60% of interactions was extremely reactive, with the IT team between recruitment consultants, candidates, and clients. frantically repairing and upgrading the However, the traditional set-up of multiple, on-premises incumbent platform in an attempt to PBX systems with numerous ISDN lines was complex, costly, and problematic for the IT team to manage and support business demand. Our telephony support. set-up simply couldn’t support our existing Connectivity was poor and outages could leave the or future requirements. To expand rapidly company without the phone for hours. In addition, and sustain our growth, we had to find concurrent calls were often not possible at the volume required, as ISDN channels couldn’t be procured a communications partner that would quickly enough from carriers to keep up with demand. drive our cloud-first strategy and deliver Operational costs were high due to charges for every call the modern experience our business and being made—even internally between offices—and setting up new users was time-consuming and difficult. workforce demanded. For the workforce, the experience was average at best. ” Employing predominantly millennials, the company recognized the need to bring modern technology to the workplace, offering workers the intuitive experiences they Anthony Cummings are used to from the apps, software, and systems they used personally every day. Director of Infrastructure and Operations IT, Frank Recruitment Group

Solution In line with Frank Recruitment Group’s cloud-first on any device’, which is proving invaluable in such a strategy, Fuze was selected as its communications fast-paced industry. Hot desking requires no assistance platform, with complete integration into the company’s from IT, meaning that interviews, candidate feedback, critical technology ecosystem of Microsoft Office 365 and client negotiations can be carried out from any Microsoft Azure and Salesforce. location—so recruiters are no longer tied to their desk to complete a contract or make a hire. Fuze brings simplicity and scale to voice communications, with a single cloud platform A key feature for recruiters is the ability to coach on calls, powering all of the company’s sites around the world. from any location. Instead of using physical splitters, PBX and ISDN technologies have been removed team leaders can use Fuze to join and listen to a call completely, and resources used to configure and to coach new trainees, which is proving invaluable with maintain the system have been freed up to work on so many new hires and young graduates joining the other IT projects. Scaling up the business is easy, as business. the plug and play nature of the technology means new sites can be up and running in a matter of days Looking ahead, Frank Recruitment Group wants to take following a network readiness test on the internet advantage of Fuze’s integrated video capabilities to connection. optimize its ability to tap into the increasingly global talent pool, enabling recruiters to manage and guide client and Feedback from workers has been incredibly positive. candidate interaction. Fuze Rooms will also allow Frank Using Fuze with wireless headsets, around 2,000 Recruitment Group to bring together its dispersed teams users have been enabled with ‘dial tone anytime and with large-scale, room-to-room conferencing, replacing multiple collaboration tools. “Fuze has enabled us to deliver on our vision for the business to expand at a very rapid rate without having to invest in infrastructure and resources. Voice is a critical service, as recruiters build their markets on quality relationships, and Fuze has provided us with a communications backbone that is scalable, reliable and resilient. The complete ease of use has been vital for fast user adoption, delivering greater productivity, and scalability. ” Anthony Cummings Director of Infrastructure and Operations IT, Frank Recruitment Group

Results Cost savings A 46% reduction in costs has been achieved by removing call charges both globally and locally, and a return on investment was achieved just six months after deployment. Further costs have also been avoided by eliminating the need for additional hires to provision, manage, and maintain the rapidly expanding business. Rapid scaling Through the ‘office in a box’ model, new sites can be up and running as soon as there is an internet connection, with only a couple of weeks’ notice. New employees are provisioned in minutes, and the intuitive platform ensures that training is minimal — which is vital for a fast-moving business adding hundreds of new hires per year. Workforce mobility At any time, from any location, recruiters can use Fuze to connect and build rapport with clients, candidates, and colleagues and carry out their work without having to be at a desk—ensuring complete business continuity, even if they can’t get to the office. Removing complexity The cloud-first approach has removed complexity from the communications infrastructure, with one partner to manage all carriers, negotiate the best SLAs, and troubleshoot issues. Visit fuze.com to schedule a demo.

Cloud Phone Nation Tim Conti [email protected] (312) 925-7731

Reef / The Rockport Group Headquarters: Massachusetts and California Company: Beachwear brand including shoes and apparel for men, women, and kids, within the Rockport Group (TRG) Locations: 475 employees across 12+ offices and 15+ retail locations worldwide Before Fuze With Fuze ● In 2018, TRG acquired Reef and its complex and ● The company experienced an easy migration over to unreliable communications setup Fuze, with the ability to keep their existing phone ● TRG has been a Fuze customer since 2017 and numbers to maintain employee productivity wanted to streamline its communications strategy ● The Fuze platform has seamlessly connected the across the entire organization different office locations ● IT now only has to manage one vendor and invoice for all of its cloud telephony needs, resulting in predictable monthly budgeting “We wanted all employees on the same communications platform for consistency and to realize economies of scale when it comes to budget.” - Mark Gardner, Point of Sale Manager, Rockport Confidential

Cloud Phone Nation Tim Conti [email protected] (312) 925-7731

CASE STUDY Orion Township Business Challenge • Aging, insufficient legacy PBX had issues with reliability • High cost, low functionality • Inefficient operations made it more challenging for staff to engage with the Case Study community Mitel Solution Image Mitel helped Orion Township by delivering an easy-to-use, integrated, mobile communications and collaboration solution, MiCloud Connect. Orion Township is saving at least Impact 10% and if employees need help they simply push the ‘help’ button on • Over 10% in cost savings their phone and Mitel is there to • Increased productivity for staff while on the go assist – like that one-touch button • Intuitive user experience to a hotel concierge. • Integration with key business applications —CHRIS BARNETT Orion Township Supervisor ©2019 Mitel. Proprietary and Confidential.

CASE STUDY Cape Medical Supply Business Challenge • Aging, insufficient legacy PBX lacking key features • Scalability and upgradability for investment protection • Minimal cloud telecom background drove need for easy-to-use system Case Study • Desire to improve patient experience Image Mitel Solution Mitel helped Cape Medical Supply by delivering an easy-to-use, mobile, multi-channel We have much greater visibility and communications, collaboration and contact center solution, MiCloud Connect. insight into how specific teams are performing and can drive calls to the Impact most appropriate agent queues and communications channels. • Successful transition from on-premises to cloud —GARY SHEEHAN • Mobile apps for remote workers Cape Medical Supply CEO • Better insights into performance and patient experience ©2019 Mitel. Proprietary and Confidential.

CASE STUDY Minnie’s Food Pantry Business Challenge • Keep employees connected to ensure efficient operations and collaboration • Make it easy for donors to contact organization and employees to show appreciation • Be able to scale and train employees to support rapid growth Case Study • Staying in constant communication with familiars who need support Mitel Solution Image Mitel helped Minnie’s Food Pantry by delivering an easy-to-use, mobile, multi-channel communications, collaboration and contact center solution, MiCloud Connect. “In the future, we’re becoming a Impact resource center and we’re going to be successful because we have the • Call routing and forwarding to stay connected with donners and families in need communications element in process • Mobile apps and collaboration tools increased productivity and deliver better client and in place to help us do that.” and donor experience —DR. CHERYL JACKSON • Call recording and operator tools to improve effectiveness of employees and Minnie’s Food Pantry Founder training ©2019 Mitel. Proprietary and Confidential.

CASE STUDY Across Health Home Care Business Challenge • Grow company to meet increasing patient list • Keep employees connected to ensure efficient operations and best care for patients • Meet HIPAA compliance requirements and protect patient privacy Case Study Mitel Solution MiCloud Connect built on Google Cloud with Teamwork: Mobile-first design with HIPAA Image compliance to support their dispersed workforce, admins and nurses and provide exemplary care to their patients and their families “In home care, nobody is sitting in Impact the office on any given day. We need to be able to be reached and keep • 50% increase in nursing hours after implementing the system track of our patients easily. Mitel was • Easy remote orientation process for new staff able to give us that.” • Rapid response times during work hours, even if teams are not at their desk, with —JESSICA REVA call routing and forwarding Across Health Home Care CEO ©2019 Mitel. Proprietary and Confidential.

Cloud Phone Nation Tim Conti [email protected] (312) 925-7731

RingCentral® Customer Success Story | CMMS Data Group CMMS Data Group Validates RingCentral Integration with Salesforce® Lightning When Salesforce introduced the Lightning Combined, these RingCentral integrations user interface overhaul to its suite of cloud “can add 20% or more calling time to their Company profile software, it promised easier customization day,” he states. CMMS Data Group is the creator of workspaces for everyone and a simpler of MVP Plant, software that lets approach to software development for Meanwhile, the Salesforce suite plays a role maintenance, facilities, reliability, and add-on modules. However, it also created in “pretty much every single thing we do inventory professionals work smarter a dilemma for customers who had added as a company,” Clark says, including sales, and more efficiently. customizations to what is now known customer service and support, and marketing as “Salesforce Classic”—the change was automation with Salesforce’s Pardot. Website dramatic enough that it broke compatibility Validating the integration with many apps and integrations. cmmsdatagroup.com Clark initially tested the RingCentral When RingCentral announced a beta version integration on his own account before Office of its Lightning integration, CMMS Data giving it to one of his lead salesmen to try Chicago Group was quick to sign up. The company, for a week. “He was able to do his normal developer of the MVP Plant maintenance workflow,” Clark says. The Lightning Size management software, has been trying integration provides the same basic to work through a checklist of important functionality as the “classic” version, 30 employees integrations as quickly as possible, says just appearing in a different position on Year founded Jonathan Clark, Director of Professional the screen. Services. Although Salesforce is allowing 2000 customers to decide whether to move to “We’ve checked RingCentral off the list” Lightning at their own pace, the newest of integrations needing to be ported to features are only available to users of the Lightning, Clark shares. Unfortunately, as Lightning version. “I would constantly see of April 2017, CMMS hadn’t completed things I wanted, only to find out they were its testing of all the Salesforce add-ons it only in Lightning,” he says. wants to continue using. In one case, where The Lightning UI provides a software vendor proved unresponsive, Both Salesforce CRM and RingCentral CMMS had to drop that vendor. new layout options, allowing Office® are essential tools for the CMMS salespeople ‘to have more data sales and service teams, but to be most useful CMMS originally planned to make the switch in front of them, in an optimized they had to work together. to Lightning in early 2017, but because the fashion.’ With RingCentral Office CMMS technical staff is tied up with other integration, they can be even more Essential business software projects, Clark can only say it will happen by productive. “For us, the driving factor is sales, as it is the end of the year. — Jonathan Clark, Director of in most places,” Clark says. Click-to-call Professional Services He is looking forward to it. The Lightning dialing saves time spent manually dialing UI provides new layout options, allowing the phone. Automatic matching of phone salespeople “to have more data in front of numbers to customer records allows those them, in an optimized fashion,” Clark says. records to be displayed the moment a sales With RingCentral Office integration, they can or service representative picks up the phone. be even more productive. RingCentral, Inc. 20 Davis Drive, Belmont, CA 94002. ringcentral.com ©2017 RingCentral, Inc. All rights reserved. RingCentral, RingCentral Office, RingCentral Meetings, and the RingCentral logo are trademarks of RingCentral, Inc. Other third-party marks and logos displayed in this document are the trademarks of their respective owners. KID-8428 04/17

Cloud Phone Nation Tim Conti [email protected] (312) 925-7731

RingCentral® Customer Success Story | PGA of America RingCentral Helps PGA Promote the Game of Golf An important part of the PGA of America’s in our environment,” says French. “The price point mission is to grow interest and participation in was where we wanted it to be as well.” Company profile the game of golf. The organization achieves this in a variety ways. In addition to conducting more She estimates that the organization has reduced The PGA® of America is the largest than 30 tournaments each year, PGA operates its communications costs by 25% since deploying working sports organization in a headquarters, 41 section offices across the RingCentral. Immediate savings came from getting the world, composed of more than US, an educational center where members and rid of the headquarters’ 25 fax machines and 28,000 dedicated men and women apprentices receive training, a golf learning center dedicated communication lines. Another came promoting the game of golf to for the public, a golf museum, a philanthropic arm from replacing the expensive audio conferencing everyone, everywhere. (PGA Foundation), and four of its own golf courses. service of the past with RingCentral Meetings™. Retiring the two PBXs saved even more. Further Website Time to consolidate and add functionality savings may yet be possible as French converts Previously, an aging, on-prem PBX provided the more of the section offices, golf courses, and pga.com phone service for the 200 staff members at PGA temporary sites over to RingCentral. headquarters. A different PBX served the 35 More functionality and a path for the future Headquarters employees of the educational center. The smaller Palm Beach Gardens, FL PGA facilities, along with temporary events RingCentral allowed French to meet her goal of such as tournaments, acquired their own phone delivering more communications functionality to services from local providers. the PGA staff. The mobile employees—including Size the executive team, the people who put on the 500 employees In 2014, Laurie French, PGA’s director of championships, the marketing and communications technology operations, decided to upgrade and groups, and the business development team—now Year founded consolidate phone service across the organization. work more efficiently on the road. “RingCentral has One of the biggest improvements she wanted to definitely improved their ability to stay connected 1916 make was to gain redundancy. “Whenever we had and on top of what’s happening in the office,” says any type of windstorm event and lost electricity, it French. “They no longer have to go to separate was as if we didn’t exist,” French explains. “People places to check email, check voicemail on their cell RingCentral hit all the marks of who called heard dead air—not even a message.” phones, check voicemail on their desk phones, find what we were looking for, it worked a physical fax machine, and so on,” she explains She also wanted to bring newer communications “All of that is available on their mobile phones better than the others in our functionality such as video and audio conferencing with RingCentral.” All users love the timesaving environment. The price point was to more people within the organization. “We had capability of seeing their voice messages in email. where we wanted it to be as well. been using an audio conferencing service that “According to user feedback, that’s the feature that —Laurie French, Director, Technology people dialed in to, but it was too expensive,” scored the highest,” French adds. Operations French recalls. Another important requirement was to provide better communications tools for As director of technology operations, French employees who traveled extensively, who make up values RingCentral’s commitment to integrating We’re building out a platform approximately 60% of the staff. its communications functionality with other based Microsoft Dynamics™ technology PGA uses now, or will use in the CRM and the coming RingCentral RingCentral hit all the marks at the right price future. A good example is RingCentral’s support integration with Dynamics is After spending approximately a year evaluating for a database initiative aimed at enhancing something we could benefit from. and testing four unified communications as a communication with the golf community. —Laurie French, Director, Technology service (UCaaS) solutions, PGA chose RingCentral. “We’re building out a platform based Microsoft Operations “RingCentral hit all the marks of what we were Dynamics™ CRM and the coming RingCentral looking for, and it worked better than the others integration with Dynamics is something we could benefit from,” she says. RingCentral, Inc. 20 Davis Drive, Belmont, CA 94002. ringcentral.com ©2017 RingCentral, Inc. All rights reserved. RingCentral, RingCentral Office, RingCentral Meetings, and the RingCentral logo are trademarks of RingCentral, Inc. Other third-party marks and logos displayed in this document are the trademarks of their respective owners. KID-8002 03/17

Cloud Phone Nation Tim Conti [email protected] (312) 925-7731

RingCentral® Customer Success Story | Workato RingCentral Supports Workato’s Fast, Global Growth Workato provides a powerful, enterprise-grade company’s global sales efforts and international automation and integration platform that can expansion. (Teng works out of Workato’s Company profile be used by businesses of all sizes. Its integration Singapore office, which the company opened Workato is a leader in cloud and on- recipes are so easy to use and implement that about a year and a half ago to expand its premise automation. The company’s more than 75% of its customers go live with presence in the Asia Pacific region.) no-code integration platform enables their first app integrations within one week. “RingCentral is a full-featured communications seamless integration of thousands of One customer used the Workato platform solution with everything you need inside a apps to automate workflows. to integrate JIRA® with Zendesk® so that single app,” Teng says. Now, for example, instead support tickets are automatically updated with of everyone sharing two web conferencing Website the engineering team’s status. A non-profit licenses, all employees have their own web that helps students from underprivileged conferencing capability through RingCentral workato.com communities succeed in college used the Meetings™. “We use RingCentral Meetings very Headquarters platform to make sure all interactions heavily both internally and for product demos,” with students, whether they are captured Teng adds. Employees use the RingCentral Cupertino, CA in Eventbrite, Slack, or Mowgli SMS, are Mobile® app to access RingCentral functionality ® automatically logged in Salesforce . Currently, outside the office using their smart phones. Year founded Workato’s community consists of more than 150,000 integrations, which they call “recipes,” Sales call volume increased by 5x to 6x 2013 shared by more than 17,000 businesses. Teng estimates that the productivity of the sales and support teams has increased by 30% Globally expanding company needs more to 40% since switching to RingCentral, mainly than the basics due to the time saved by having RingCentral Workato’s first phone system was a simple functionality integrated with other office cloud-based solution that provided basic applications such as Calendly and Salesforce. telephony. For online meetings and sales demos, the company purchased and shared “We also automate data from RingCentral with two licenses of an expensive web conferencing our other apps using Workato. For example, solution. As Allan Teng, Workato’s Director whenever an inbound call is picked up, the of Partner and Customer Success, recalls, person accepting the call will receive a team Workato outgrew this approach within six messaging notification with information on the months to a year. caller sourced from Freshdesk and Salesforce,” Teng says. “This really integrates RingCentral “We started needing things like access to into our workflows and increases productivity.” international numbers and support for high- Employees also use Workato and RingCentral volume sales calling,” Teng explains. “We also to automatically log call details in Salesforce RingCentral is a full-featured needed a wider range of communications whenever an outbound call is made via the communications solution with everything functionality within the company.” RingCentral Desktop or Mobile App. you need inside a single app. By replacing the two initial solutions with Teng has seen an equally significant —Allan Teng, Director, Partner and RingCentral Global Office® and RingCentral improvement in sales call volume since Customer Success Contact Center, Teng established a deploying RingCentral Contact Center. “In communications platform that supports the the past, sales calls required people to go into

RingCentral® Customer Success Story | Workato Salesforce and click on each contact to find out things like the time zone and whether the company met the conditions for the call. Each call took 5 to 10 minutes to research, so the average number of calls per hour per person was under 10,” Teng says. “Today that average is 50 to 60 calls per hour per person,” he continues. “Sales agents make calls using RingCentral Contact Center within Salesforce, and RingCentral Contact Center does the research,” Teng explains. “The priority settings are done by us, so the people who Each call took 5 to 10 minutes to are calling don’t have to have to make those research, so the average number of calls decisions. Calls go out immediately.” per hour per person was under 10. Today that average is 50 to 60 calls per hour One last thing Teng values about RingCentral: per person. “As part of a fast-growing company, I like the —Allan Teng, Director, Partner and fact the RingCentral is easy to scale as we Customer Success expand.” RingCentral, Inc. 20 Davis Drive, Belmont, CA 94002. ringcentral.com ©2017 RingCentral, Inc. All rights reserved. RingCentral, RingCentral Office, RingCentral Meetings, and the RingCentral logo are trademarks of RingCentral, Inc. Other third-party marks and logos displayed in this document are the trademarks of their respective owners. KID-8563 04/17

Cloud Phone Nation Tim Conti [email protected] (312) 925-7731

case study PORTS Program Expands, Enhances Student Access to California State Parks with Zoom About PORTS Organization: Parks Online California State Parks is the largest state park system in the U.S., Resources for Teachers & Students with nearly 300 parks offering offer a wealth of natural and cultural – California State Parks resources to residents within the state and beyond. But access to Founded: 2003 these parks can be limited for many people, including students. California State Parks began an initiative more than 15 years ago Industry: Education and recreation dedicated to providing video access to its resources and bringing the Mission: Enhance California State experience to the classroom. The distance learning program, called Park access for students and Parks Online Resources for Teachers and Students (PORTS), uses schools through interactive digital interactive video conferencing to offer virtual field trips and assist experiences K-12 educators in teaching students about California’s state parks. Solution: Zoom Meetings, Zoom The best part: The PORTS program is committed to providing these Video Webinars virtual learning opportunities at no cost to schools and educators. Doing so means PORTS must leverage reliable, affordable tools to create engaging, repeatable, and scalable experiences. California State Parks Challenge By the numbers Brad Krey is the program manager for California State Parks and 280 state parks recognizes just how valuable classroom time is. He says the PORTS 340 miles of coastline program is a way to expand traditional classroom walls without having 970 miles of lake and river frontage to coordinate school schedules, pay for buses and transportation, and obtain the required parental consent. 15,000 campsites “While we’d certainly love for every student to visit a California state 4,500 miles of trails park as part of their education experience, the reality is that with over 67 million visitors annually 6 million students enrolled in K-12 public schools in California alone, we don’t have the capacity to accommodate, let alone educate, that many students in person, in our parks,” Krey said. “We’ve seen a shift "With Zoom, we do a lot less toward more collaborative learning as we move away from textbooks troubleshooting, and that's and as newer, savvier teachers use technology as part of their K-12 curriculums. And PORTS has embraced the opportunity to create a big deal for teachers who modern, interactive learning experiences for students through video.” have limited IT staff to help Krey described how the PORTS program used to be primarily a green with connection issues." screen operation, with a few of the parks employing chroma-key - Jennifer Langer studios. One challenge PORTS was initially looking to solve through these efforts was providing access to remote park resources. For PORTS program coordinator

instance, team members would broadcast live web camera Result video of elephant seals on Año Nuevo Island off the The PORTS program uses Zoom’s unified communications California coast or record footage in desolate locations in platform to ensure students are able to interact with the Anza-Borrego Desert State Park, where it’s too hot to park professionals and access California state parks in a be outside all day for live programs. They also would record meaningful — and totally free — way. In 2019 alone, the unique interviews with experts, curate images, and mix it all PORTS team will put on 2,000 individual presentations from into the chroma-key to run a program with students. 15 state parks for 75,000 students, about 65% of them in “Because everything has gone mobile, it changed our California. approach. We realized program delivery could be simplified “That’s a 25% increase from the year before,” Krey said. and less resource-intensive,” Krey said. “We wanted to “We just couldn’t do what we do without partnerships like expand on our original concept to create engaging digital Zoom.” content featuring real-time access to more of our park PORTS Program Coordinator Jennifer Langer works directly resources.” with school districts, teachers, and IT administrators to Solution ensure success on the classroom end and provide best- Krey and his team rely heavily on Zoom to expand access practices to engage students. She describes how easy-to- and enhance the relationships students can have with the use technology like Zoom has removed many barriers to California State Parks system and its expert staff. adoption in the classroom. “We believe video provides access to state parks,” Krey said. “The teachers are already familiar with the Zoom platform “We’re always trying to push communications and outreach and are very receptive to it, and they’re thrilled with how in education, and we use the best tools available to create easy it is to connect,” she said. “With Zoom, we do a lot less engaging digital access. In the last decade or so, we've been troubleshooting, and that’s a big deal for teachers who have using video conferencing out in the field and use Zoom limited IT staff to help with connection issues.” on every device — iPads, Surface Pro tablets, iPhones, and Krey says the PORTS program will continue to provide Androids.” the most realistic, engaging ways to bring content from a With Zoom, PORTS can provide live learning experiences California state park into the classroom. with on-site park interpreters, prepare concise video “We’re doing some pretty far-out stuff right now, like messages to share with students before and after a field curated VR content delivery through Google Expeditions,” trip to a park, and offer unique educational opportunities, he said. “And we’re looking for Zoom be a possible proxy including interactive experiences with divers navigating to feed live VR experiences into a few dozen headsets underwater cultural resources like sunken vessels in Lake into a classroom, bringing the most immersive opportunity Tahoe or one of California’s Marine Protected Areas. possible for students who may never have a chance to visit The PORTS program also has leveraged Zoom for a social a state park.” media campaign in collaboration with the California Coastal Commission highlighting sea-level rise. California State Parks uses the campaign to showcase naturally occurring, extreme high tides to capture the effects rising sea levels will have on coastal parks and communities. Zoom helps businesses and organizations bring their teams together in a frictionless cloud environment to get more done. “We use the webinar feature to create broadcasts from Our easy, reliable, video- first unified communications platform for multiple state parks along California’s coast and push it out video, voice, content sharing, and chat runs across mobile devices, desktops, telephones, and room systems. Founded in 2011, onto social media as a means to expand our outreach and Zoom is a publicly traded company on Nasdaq (ticker: ZM) and our digital footprint,” Krey said. headquartered in San Jose, California. Visit zoom.com and follow @zoom_us. California State Parks | July 2019

Cloud Phone Nation Tim Conti [email protected] (312) 925-7731

case study Simplifying the Stack: How The Motley Fool Streamlined Its Communications with Zoom The Motley Fool Founded: 1993 What started as an investment newsletter written by Headquarters: Alexandria, brothers David and Tom Gardner in 1993 has grown into Virginia an internationally-recognized financial services company Industry: Financial services with a fanatical group of followers known as “Fools.” Challenges: Disparate Headquartered in Alexandria, Virginia, The Motley Fool technology stack, complex has offices in Denver, Colorado, and Sydney, Australia, and on-premises infrastructure also serves customers in the UK, Canada, Hong Kong, and management, geo-dispersed Germany with regional news and market analysis. Driven workforce by the purpose to make the world smarter, happier, and Solution: Zoom Meetings, richer, The Motley Fool has built its success on providing Zoom Rooms, Zoom Phone its customers with insightful analysis and clever takes on Business Benefits: investing and the stock market. This requires a robust Consolidated technology communications infrastructure that allows for constant stack, less on-premises management of collaboration and communication among offices and infrastructure, more employees around the world. connected remote workforce, Challenge improved global collaboration The Motley Fool has almost 400 employees working “People love the fact across its offices in the United States and abroad, and that we can share its success relies on these employees working together our screens without closely to provide relevant and accurate stock analysis to any cables. And it’s various markets. Although The Motley Fool had a legacy consistent between communications solution in place, it had become too difficult to manage, and the teams at The Motley Fool every room. Our were using a collection of disparate tools to communicate. employees walk in, they “Previously we were using Cisco, which worked, and see the control panel on for the most part we liked it,” said Lawrence Morrisson, the desk, and they know Head of IT at The Motley Fool. “However, it was pretty what to expect. It’s just expensive and difficult to manage. We also had other been hugely successful employees using solutions like Skype and GoToMeeting, for us.” which led to people using different hardware and devices. – Lawrence Morrisson There was no consistency, which was a real headache.” Head of IT, The Motley Fool

The IT teams at The Motley Fool were also looking for Zoom’s video conferencing solution was able to improve an alternative to their phone solution, which required communication between offices and employees with its expensive hardware, complicated software, and significant intuitive design and useful features. Employees are able to on-premises infrastructure to support it all. But The use the screen sharing feature to collaborate on projects Motley Fool didn’t want to keep supporting multiple and easily coordinate effective, efficient communications infrastructures and instead sought to consolidate its between international offices. technology stack. “People love the fact that we can share our screens “We had a big Cisco infrastructure here,” Morrisson said. without any cables,” Morrisson noted about Zoom’s “We had dedicated circuits into the building, trunks for wireless screen sharing capabilities. “And it’s consistent SIP lines, and desk phones, as well as Cisco’s call center between every room. Our employees walk in, they see the product to run it all, which was quite difficult to manage.” control panel on the desk, and they know what to expect. This lack of consistency and intensive infrastructure It’s just been hugely successful for us.” management made communications difficult to support, Once The Motley Fool had implemented Zoom’s video which increased the burden on the IT teams and conferencing solution and experienced the reliability complicated collaboration between offices. and simplicity of the platform, the IT team decided to Solution implement Zoom Phone as its digital phone solution. Because Zoom Phone is a cloud-based application, the IT Morrisson was considering other video conferencing teams no longer had to support a separate infrastructure solutions when a phone call from Zoom’s sales team for phone communications. piqued his interest. “One of the main reasons we chose Zoom was because “At the time, we were trying to fix the problem we had we wanted to simplify our stack and reduce the amount with consistency, so we were considering Cisco’s Webex of on-premises management we were doing,” Morrisson platform,” Morrisson said. “But Zoom gave us a call and said. “The experience that we have had with Zoom so far offered a free trial, and since my co-workers and I had has been so positive, so immediately that gave us a great heard of Zoom and knew it was quite popular, we decided feeling of confidence in the Zoom Phone product right to give it a try.” out of the gate.” After experiencing Zoom’s platform and its ease of use, Result Morrisson implemented Zoom’s video conferencing solution across the organization. Zoom’s flexibility allowed Since the teams at The Motley Fool have implemented The Motley Fool’s employees to use the solution across Zoom’s unified communications platform, Morrisson has a wide range of hardware, and its user-friendly interface noticed a reduction in the number of tickets IT teams are made implementing the solution effortless. handling. With a user-friendly interface and the flexibility to work with a range of devices, his IT teams are no longer “Implementing Zoom couldn’t have been easier,” spending their days troubleshooting hardware solutions Morrisson said. “It’s a pleasure to use, and it looks and or setting up software. The Motley Fool was able to feels great coming right out of the box. There’s no reduce hardware costs and increase its deployment complicated install, you just go through an easy setup of Zoom’s platform fivefold compared with its legacy process and it just works. That was a big selling point for communications solution. us.” The Motely Fool | October 2019

“There is far less work in setting up our conference rooms and keeping them in shape,” Morrisson noted. “The setup for our devices is almost completely automated now, and there’s very rarely a problem. If there is, it’s usually a local hardware problem, which Zoom is very good at identifying.” And with Zoom’s platform, The Motley Fool has been able to develop guidelines for its remote workers based on a video-first culture. “We only have two main tech requirements for our remote workers,” Morrisson said. “They need to have internet that is able to support Zoom, and they need to have their cameras on by default for every video meeting to create that face-to-face connection.” The Motley Fool also creates a deeper connection between remote workers and in-office staff using Zoom. “We actually have some Zoom Rooms on portable carts that we call ‘Zoom Bots’,” Morrisson said. “And we keep them on during office hours to create a livestream of the office so remote workers and on-site staff can interact with each other. It really helps create that feeling of being in the office and connecting with your co-workers.” Zoom helps businesses and organizations bring their teams together in a frictionless cloud environment to get more done. Our easy, reliable, video- first unified communications platform for video, voice, content sharing, and chat runs across mobile devices, desktops, telephones, and room systems. Founded in 2011, Zoom is a publicly traded company on Nasdaq (ticker: ZM) and headquartered in San Jose, California. Visit zoom.com and follow @zoom_us. The Motely Fool | October 2019

Cloud Phone Nation Tim Conti [email protected] (312) 925-7731

case study The University of Washington Upgrades their eLearning with Zoom and Kubi The Information School (iSchool) at the University of University of Washington Washington is no stranger to online education. In fact, their Challenges: Introduce graduate degree program in Library and Information Science synchronous activities into eLearning programs to build has been hosting asynchronous online programs for the past stronger relationships and 15 years. better learning experiences for students and professors. Randy Orwin joined the iSchool in 2011 as the Online Learning Administrator and currently works remotely Solution: Deploy the tightly- from Australia. Orwin’s job was to introduce synchronous integrated combination of Zoom and Kubi in their classrooms. activities such as virtual office hours into their eLearning programs to, as Orwin said, “Build relationships among Business Benefits: Quick students, between students and their professors, and adoption and high usage of the new video solution, especially between students and content”. for small elective courses. At first, they just used Adobe Connect to build out asynchronous and synchronous offerings. Then, in April 2015, Orwin encountered a Kubi, the telepresence robotic stand that pans and tilts a tablet for more engaging face- to-face interaction on video calls. “I knew it would provide a better feeling of presence for remote and local attendees. We started using them for program meetings and received a lot of positive feedback about how the online person on the Kubi wasn’t feeling forgotten by local attendees,” explained Orwin. “It was an ‘a ha’ moment. We started using Kubi for our synchronous hybrid courses where online and in-person cohorts were sharing a class.” As the iSchool was finding success with the Kubis, Orwin was also searching for a better virtual meeting platform. “Being on the other side of the planet with a slow Internet connection, I was having problems with

dropouts and loosing connections on Adobe Connect and Skype for Business,” said Orwin. He found Zoom on the recommendation of another university and started using it with a free license. “It was easy. It worked on limited bandwidth. I was hooked,” he said Orwin purchased more Kubis and realized that they came with 1-year Zoom Pro licenses. He then worked with Kubi, Zoom, and his peers from other schools including the University of Arizona and Michigan State University, to streamline the Kubi-Zoom integration. In using Zoom and Kubi together, “It clicked. I realized that I needed to get Zoom for the iSchool. Of all the meeting tech we’ve used, Zoom is the best. It has the best video quality and connection status. It just works.” They rolled out Zoom and it was quickly “A huge success,” said Orwin. “We have incredible usage on Zoom. At least double that of Adobe Connect. It’s very simple to use, whereas Connect was extremely complex to use.” The Kubi integration is another factor in the success of Zoom at UW: “The tight integration with Kubi is awesome. With Adobe Connect, it took working with a couple different apps to have both systems running, whereas with the Kubi-Zoom solution, you only need to have the Kubi app open.” Orwin has seen usage of Kubi and Zoom blossom, particularly in streaming campus events to online students. It is also used heavily for elective courses. “Elective courses often don’t have enough students either online or in person, so we put them together into one hybrid course. We set up Kubis in the classroom and bring in online students virtually.” The best part? The students and professors love their new technology – it truly brings them together. Explained Zoom helps businesses and organizations bring their teams Orwin, “The first time the Kubi running Zoom moved, the together in a frictionless cloud environment to get more done. Our easy, reliable, video- first unified communications platform for professor was like ‘Whoa, I actually know someone is there.’ video, voice, content sharing, and chat runs across mobile devices, It provides a real presence for the person on the remote desktops, telephones, and room systems. Founded in 2011, Zoom is a publicly traded company on Nasdaq (ticker: ZM) and end and the person in the room.” headquartered in San Jose, California. Visit zoom.com and follow @zoom_us. University of Washington | October 2019

Cloud Phone Nation Tim Conti [email protected] (312) 925-7731