Modern Unified Communications A Must For Accelerated Business Performance

Andrew Lilley

Sales Engineering Director, EMEA

#UCExpo

Unified Communications Pervades Every Day Life

James Lilley

Geology Student

Phono Sapien,

UC user is the norm.

Andrew Lilley

UC user

Phono Sapien convert

“Hi Dad…..”

”Can you pay”

“I’ll share the doc”

“James!”

Omnichannel,

Immediacy (365 x 24 x 7)

Single App/Click, great UX.

Hopefully bad CX, ask Mum

“The Customer” “The Business”

The expectation for speed of responsiveness has changed forever….

Social, mobile, video, chat, SMS are the new phone call.

Context, relevance, proactiveness are the new norms (AI/ML driving innovation)

89% of companies competing on CX.No 2nd chance.Expect B2B as good as B2C.Source : Gartner 2017

35% of workforce are Millennials, influenced by tech.XaaS = anything as a service

Mobile is king – Phono Sapienand App based. Uberisation of business.

Automation, self service and personalized experiences are becoming the new normal.

Leaders must shift to modern communications that enable their business to keep up or risk getting left behind.

Average tenure of businesses (S&P 500)1964 – 33 years2016 – 24 years2027 – 12 years

Retail isn’t dead – just poor retail is!2018 grew faster than overall GDPModern Communications critical success.

Source : Innosight 2018

● Phone, audio conferencing and email centric

● Multiple on-premise and hosted solutions

● On-premise, monolithic applications

● Online/offline data silos

● Internal process centric, disjointed customer experiences

● Solutions have limited lifecycles

From: Legacy communications

● Chat, SMS, mobile, video centric

● Integrated cloud-based solutions

● AI/ML driven decisions and personalization

● Customer in control, fully informed buyers

● Frictionless, omni-channel experiences

● Future proofed with upgradability and expandability

To: Modern communications

The New Imperative

6 | © 8x8, Inc. All Rights Reserved.

Small Business(<100 employees)

Mid-Market(100-1,000 employees))

Enterprise(1,000+ employees)

Broad-Based Shift to the Cloud by Customers of All Sizes

SHIFT TO CLOUD COMMUNICATIONS

ADOPTION

Enterprise, Mid-Market and Small Business Customers are Embracing Cloud Communications

= On-Premise Products

= Cloud-Based Solutions

Notes:1. Synergy Research Group, Feb 2019, Rapid Growth in UCaaS with Different Vendors Leading in Each Segment, Global. 2. Reflects global cloud telephony penetration based on Gartner Forecast: Unified Communications, Global, 4Q18 Update

90%

10%

68%

32%

2022 (2)Current (1)

The risk to your business of getting this wrong

Single biggest factor holding modern communications back?

Point solutions for communications

#EC19

8x8’s Integrated Cloud Technology Platform: X SeriesSingle integrated tech stack – all owned by 8x8 – uniquely positions 8x8

LegacyProviders

Point-SolutionCloud Providers Partnership Partnership

(Lync)( )

( )

Unified Communications Contact Center Meeting Solutions

VS.

Unified Communications Contact Center Meeting Solutions

PLATFORM CAPABILITIES & FUNCTIONALITY

Real-Time Data & Analytics Security and Compliance APIs and Integration Framework

The 8x8Technology

Platform

Reimagining Retail Webinar

“With X Series we were able to replace 9 different applications with one platform.”

Ravi KurumetyCIO, Lenox Corporation

Never Go Legacy Again

Modern communications for the workforce of the future

Personalised Multi-channel

Convenient

Real time

Mobile Algorithmic

Changing the Game

Game Changers - Trends

Team Collaboration / Messaging

Video

AI/ML

Bots and more bots – chat, voice bots (Google AI)

Advanced Insights / Analytics

The Team Collaboration Arsenal

MeetingsMessaging Same Room

70% of CIO have 2 or more

messaging platforms.

It’s as much about

interoperability, integration,

company wide collaboration.

8x8 Team Messaging for Real-Time Collaboration

Chat Now. Real-time team communication that scales from small to large teams

• 1:1 Chat

• Team Messaging with named, persistent rooms

• File sharing, @mentions, emojis

• Public and private rooms

• Notifications and read receipts

• One app for telephony, messaging and meetings

• Available thru our Mobile and Desktop apps

• Shared presence across plans and employees

• Interoperability to 3rd party messaging solutions

• Flexible and open so you can work where, when and how you want

Video & Team Collaboration is the New UCaaS UI

74%

Expect to buy audio and video conferencing capabilities in the next 12 months.

Really exciting space. A lot of consolidation and migration from poor UX meeting solutions.

Break down silo and drive company wide collaboration.

8x8 acquired Jitsi.Integrated into our Virtual Office product (voice, video, messaging, doc share, meetings), In Room experience.

Only 4% of CIOs

worldwide report they

have AI projects in

production.— Gartner

Practical Applications of AI

• Expert finder

• Virtual agents / bots

“I need help resolving this tough issue”

“I’m new. Who should I contact for this? Where can I find an answer to this question”

8x8 Expert Finder

Instant access to the right information and the right expert

What’s Next in Collaboration – Expert Finder

Use Case

✓ AI bot to identify the SMEs and Rooms where questions are most likely to be answered

Result: Higher First Contact Resolution

AI-based Virtual Agent

Resolve Contact

ObtainQuestion

Assistant

KB

CRM

SF

ZD

Answer Call Deflection

X

CC Agent

Expanding UC / Contact Center AI Capabilities with Google Cloud AI Integration

Intelligent Call Deflection - 8x8 Virtual Agent

• Automatically answers simple and routine calls

• Uses relevant customer information

Intelligent Call Handling - 8x8 Agent Assist

• Automatically supply knowledge articles to agent based on the live conversation

• Reduces call handling times

8x8 Speech Analytics in UC

• Zero in on what matters

• Fast customization

• Automated word trending

• Visual display based on frequency

• Sentiment analysis

• Out-of-the-box to eliminate setup costs

22 | © 8x8, Inc. All Rights Reserved.

Common Pitfalls

Voice is the most critical application to be delivered over the network because of the real-time nature and requirements.

Your Infrastructure

Not all technologies and service providers are equal when it comes to dealing with less than ideal or adverse network conditions

Technology

As the workforce becomes increasingly mobile, one of the most important overlooked items is testing your WiFi

Testing

Should you roll out everything all at once or gradually release in phases? How will you plan to train users to make it as painless as possible?

Transitioning

We are truly global

(2) Santa Clara, CAUS

(4) LondonUK

AmsterdamNL

SydneyAUS

SingaporeSN

(2) CANADA

Hong KongPRC

Ashburn, VAUSA

Rio de JaneiroBrazil

MilanITA

MumbaiIndia

8x8 is Emerging From Being the Industry’s Best Kept Secret

8x8 cloud solutions help businesses transform their customer and employee experience.

With one system of engagement for unified communications, contact center and meeting

solutions on one technology platform, businesses can now communicate faster and smarter to exceed

the speed of customer expectations.

✓$50 Billion+ legacy communications market migrating to the cloud

✓Single cloud technology platform serving 3 compelling markets (unified communications,

contact center and meeting solutions)

✓Own complete tech stack, built over 20+ years; 177 patents awarded since inception

✓Only 7-time UCaaS Gartner magic quadrant leader

✓4-time CCaaS Gartner challengerNote: TAM figures represents market size estimates in 2022 based on IDC Worldwide Unified Communications and Collaboration Forecast from 2017 to 2022, May 2018

Visit stand #C124 to learn more about how we can help.

#UCExpo