Unified Communications

1. Unified Communications

2. Agenda • Product Overview and Voice Review • Network and Hardware Options • User Features • Professional Services • Pricing and Packaging Options • Partner Resources

3. Overview, Voice Review, and Target Customers

4. Spectrum Overview 41 States 211,000+ fiber lit buildings 7 Million business opportunities • 2018 total revenue of $43.6 Billion • $6.2 billion in total Commercial revenue • $2.5B in Enterprise revenue. • 6.5% growth over 2017 • Our network passes over 50 millionhomes and businesses • We have 28.1 million customerrelationships • Overall number of commercialrelationships grew 11.9% in 2018 • 2018 Spectrum Enterprise PSUsgrew at an annual rate of 13.0%

5. Spectrum Enterprise Voice Solutions Portfolio A complete product portfolio with fiber reliability and next-gen infrastructure. Hosted Communications Voice Trunking Services For premises-based PBX phone systems Hosted Voice Today’s Topics PRI Interface Unified Communications SIP Interface Hosted Call Center

6. Spectrum Network Voice Trunks for PBX Private Branch Exchanges are a legacy way of providing enterprise voice services. • A PBX is a customer owned / managed premises-based telephone system. • The customer (or their partner) provides resources to operate the PBX. • PBXs can support a single site or multiple sites. • A PBX needs a trunk service to connect to the PSTN.  • The technology of the PBX determines the types of trunk services (T-1, PRI, SIP). • Spectrum also provides great trunk services, and analog lines too! (That’s a different webinar.) SIP or PRI Hand-off Spectrum CPE Customer PBX 6

7. Spectrum Network Simplify with Unified Communications A better, more cost-effective way of providing voice and more. • Spectrum Enterprise Hosted Communications provides an end-to-end, fully-managed, secure, and turnkey voice solution over a dedicated network that helps businesses run more efficiently. • Works anywhere there’s network availability – Type II and overlay options available. • Avoids the roll-your-own, roll-the-dice outcomes of a PBX solution. • Eliminates management effort, with a fully managed service where Spectrum handles all the details. • Leads a clear market motion from PBX and legacy voice to managed, cloud-based solutions like HC. Spectrum CPE POE Switch SBC / SIP Gateway NID / CM Simple, Managed Network from NID to Phones 7

8. Target Customers for Unified Communications  • Location: Ideally on-net with fiber (or coax), but other options possible in any rate center supported by Spectrum. • Timing: Disruptive moment such as PBX end of life, end of current provider contract, leadership change, new locations, growth or M&A. • Size: At least 5 phones per location. • Complexity: Simpler calling and call center capabilities are sufficient. • Technical Stance: Comfortable with applications in the cloud. • Everyone needs voice services. Some are particularly good fit for HC. • There are many criteria for identifying customers mostly likely to respond positively. • You can begin your qualifying by looking for prospects with these criteria:

9. What Customers say: Unified Communications No equipment, easier administration, reliability and customer service are huge! • Savings and Capex Avoidance • “Owning an aging premise-based equipment means hard to find parts.” • “Hosted is easier to keep up with technology – low risk of technology obsolescence.” • Network and reputation • “We had a quote from Jive but decided to go with Spectrum because of their private network.” • “The product is great. We have great voice quality and no dropped calls.” • Reliability • “We value the hosted voice solution because even If the whole school loses power, we can still receive messages.” • Customer service • “Customer service is the reason I have stayed with Spectrum. I can get help at any time” • “What makes a difference is customer service.”

10. Unified Communications Saves Money • Consider Total Cost of Ownership! • All network components are included in every installation. • Simple feature packages with wide customization available. • No need to upgrade or maintain equipment or service. • Plan changes completed in the cloud, with no visits necessary.

11. Why Spectrum for Unified Communications? Virtual UCaaS Players Spectrum combines the features and pricing of the over-the-top virtual providers with the network control and reliability of the ILECs. Feature Richness ILECs Network Control While ILECs try to command a premium based on their telco legacy while lacking features, and the “Virtuals” are not in control of their own network quality, reliability, or performance, Spectrum combines our own reliable fiber network with the best voice services in the industry, fully hosted and managed by Spectrum.

12. Network and Hardware Options CPE WAN LAN Phones

13. CPE: Interface and Network Components • All is provided by Spectrum Enterprise as part of Voice Service. • Customer and partners needn’t configure or manage. • Network Interface Device (NID) or Cable Modem • Exact device depends on transport technology. • Session Border Controller (SBC) or SIP Gateway • Router that conditions voice for IP transport. • Voice service delivery point on premises • PoE Switch • Connects all IP Phones. • Provides power to handsets, speakerphones, etc. • May be stacked for additional ports.

14. WAN Options: On-Network Customer Phone Equipment Customer Voice-only LAN • The preferred and most popular option. • Simplest to install and troubleshoot. • Spectrum Fiber voice quality. • DOCSIS Cable Modem possible for small offices. • All hardware managed as a service. • Phones connect to voice-only LAN and WAN. • Standard Spectrum SLA for 99.99% availability. • No customer configuration or maintenance. POE Switch SBC NID or Cable Modem Spectrum HFC or Fiber Spectrum Hosted Voice Cloud

15. WAN Options: Type II or Overlay Customer Phone Equipment Customer LAN • Spectrum orders 3rd party L2 circuit,or customer/partner provides IP bandwidth. • Less guarantee of voice quality. • ICB/Engineering support required. • No Spectrum SLA. • Only for large opportunities with significant in-footprint presence. • Useful out of footprint, but a clear 2nd choice. POE Switch SBC NID, Router, CM Type II or Customer IP Network Spectrum Hosted Voice Cloud

16. Customer-premises LAN Options • Dedicated voice LAN. • All equipment managed by us and dedicated to voice. • This is the preferred and standard LAN option. Most customers choose this. • Shared LAN. • Provides a Spectrum-managed data port on the phone to connect a single PC at each seat. • Data LAN network service is provided separately. • Customer-Provided LAN. • Spectrum requires certain capabilities for the LAN and its equipment. • In this case there is no voice SLA.

17. Spectrum Network Spectrum Dedicated Voice LAN Preferred and Default / Standard LAN Option • All equipment and network segments installed and managed by Spectrum and dedicated to voice services. • Voice Ethernet LAN not connected to any existing data Ethernet. • Simplest installation, no extra cost (other than additional cabling if required.) • No customer devices connected other than Spectrum-provided phone equipment. Voice Data Spectrum CPE POE Switch SBC / SIP Gateway NID / CM Simple, Managed Ethernet from NID to Phones 17

18. Spectrum Network Spectrum Shared LAN PCs connect to desktop phones and share Ethernet via vLANs. • Spectrum desk phones provide voice and connection for desktop PCs/Laptops only. • vLANs used to separate voice and data on LAN. • Good option where infrastructure exists but must be shared. • No SLA, customer network elements must comply with Spectrum specifications. Voice & Data Customer Data LAN Customer Firewall Internet Spectrum CPE POE Switch SBC / SIP Gateway NID / CM Simple, Managed Ethernet from NID to Phones 18

19. Spectrum Network Customer-Provided LAN Single LAN provides all voice and data. • All phones, computers, and other equipment terminate on customer LAN. • vLANs or ports used to separate voice and data on LAN. • Good option when customer or partner wants to design and build LAN • No SLA, customer network must comply with Spectrum specifications. Requires ICB approval. Customer LAN Customer Firewall Internet Spectrum CPE POE Switch SBC / SIP Gateway NID / CM Spectrum HC Manages only Voice Components of Service 19

20. Phone Equipment Options • Hosted voice equipment must be rented or purchased from Spectrum Enterprise. • Ensures quality, compatibility, supportability, and correct configuration at install.

21. User Features and Bundles

22. HC Feature Packs, Add-Ons, and Bundles • The HC rate card is long, detailed and dynamic. Study it at your leisure. • Choosing feature packs and add-ons is difficult and error-prone. • Most customer seats fall into a few use cases. • Spectrum has created bundles that simplify provisioning seats. • Bundles are usually the same price as individual feature packs. • Some simple examples: • Most users need only a UC Connect or UC Connect PlusBundle. • Most road warriors need only a Virtual TN/Extension feature pack. • Standalone and conference room phones can use a Basic feature pack. • Bundles are the way to go for most user seats. • Select feature packs with add-ons only for corner cases.

23. Bundles are the Answer • UC Connect • Unity Desktop Pro • Anywhere Connect Enhanced • Voicemail • Desktop chat and sharing • PC Integration via Softphone client. • UC Connect Plus • All the above, plus: • Anywhere Connect Premium • Mobile Integration via Mobile App. • “Find me, Follow me” features. Typical user: Office Worker. Typical user: Road Warrior, executive, roaming worker.

24. Included with Every Offering • All essential business productivity features: • Unlimited long distance calling, and international calling to 50 countries. • User features like Intercom, Hunt Group, Music on Hold, Call Park and Retrieve, and Call Restriction. • Access to the User Portal to manage individual call preferences. • Some add-on features include access to specific portal capabilities, like recording management or messaging preferences. • All installations are eligible for a 60-90 minute free, custom, live training webinar covering features and operations.

25. Unity Desktop Pro Place and manage calls more easily. Unity Desktop Pro is an enhanced communications application that lets users see who is on the phone, share notes about current calls and make better call handling decisions. Unity Agent and Supervisor are further optional software packages for Call Center use.

26. Anywhere Connect Unified Communications that enables a single, unifying experience. QUICKLY FIND THE BEST WAY TO COMMUNICATE Reach out in real-time with online status availability displayed. Seamlessly move from simple chat conversations to voice or video with a single click. EVERYWHERE CONNECTIONS FROM ANY DEVICE Rich voice calling and mobility features including find me/follow me functionality. Take calls anywhere from any device with single number reach and easy retrieval of voice and email messages from a single system. MAKE MEETINGS MORE EFFECTIVE Facilitate one-on-one or team collaboration online including data and desktop sharing. COMMUNICATE YOUR WAY Flexible configuration options allow users to control how and when they can be contacted. Customize within Call Settings.

27. Additional Add-Ons Auto Attendant Receptionist Console - Business • Greeting that answers calls and offers caller options such as “Press 2 for sales”, Dial by Name, etc. • Can have up to 150 submenus each with their own greeting, with 11 options per menu • PC application that managed incoming calls • Can view the presence of up to 30 users Receptionist Console - Enterprise Voice Mailbox • PC application that managed incoming calls • Can view the presence of up to 250 users • Can manage and monitor any call queues that are set up • General company voicemail or additional boxes for departments Call Recording Basic Queue • Basic Recording saves audio files in the cloud. • Recording analytics available with Premium Bundle • Mobile call recording and additional storage available. • Queues calls if receptionist is busy; greeting and music-on-hold is played until answered. • Max of 5 agents.

28. The features customers want. • Most users will be happiest with a UC bundle. • The management and integration features are free. • These are capabilities most users expect now. • It may be possible to very carefully design custom feature sets that will barely comply with RFP requirement lists. • The the lowest possible price is your only important goal, you may be able to find some savings. • But remember bundles are priced the same as simple feature packs, so that’s not very easy (by design!)

29. Training and Professional Services

30. Complimentary Services and Training The Spectrum difference for success. • Free dedicated project manager for install and turn-up. • Ensure installation is as agreed and system working as planned. • Free Call Flow and other basic Calling Intelligence development. • Team analyzes and reflects customer business process in system logic. • Free Client Specific Custom Webinars • All customers over 10 lines eligible for a free, custom, 60-90 minute webinar. • Tailored for the client’s needs and delivered just for them. • A huge benefit considering the many features available with hosted communications. • Improves satisfaction and reduces call-backs. • Helps customers recognize their most effective use.

31. Additional Training Resources Available to all Hosted Communications Customers • Customer User Guide and Tutorial Page • Online learning resource on Enterprise.Spectrum.com. • Instructor Led Open Monthly User Training Sessions • Free and open to anyone, register on Enterprise.Spectrum.com.: • Other (Chargeable) Professional Services: • Onsite Training: Traditional classroom training at the client's premises. • Inside wiring charges: To extend additional Ethernet drops as required by the site survey. • Any charge not included in other NRC in an IRR, e.g. to extend additional Ethernet drops.

32. Configuring and Ordering Process

33. Pre-Qualification Estimator (PQE) • The PQE is an Excel tool for improving order quality and timelines and is central to successful ordering of Spectrum Enterprise Hosted Communications. • It will guide you right through quote generation. • There is complete training on its use in the PartnerLink online training center. • The PQE itself is extensively documented, with detailed embedded instructions • Thorough exploration of options presented by the PQE will expose unseen revenue opportunity! • Even with a simplifying product like Hosted Communications, the voice world is complex. • It’s easy to satisfy minimum requirements and not fully develop the opportunity and explore available options. • Using the PQE correctly helps prevent this.

34. Ordering Process and Guidelines Who Master Agent Spectrum Sales Support Master Agent What Steps • Obtain signature • Upload completed order • Complete customer request in portal • Note product range to survey • Upload PQE and floor plan to opportunity • Inside wiring survey • Notify design team • Approve for signature • Complete estimate and Questionnaire • Validate rate centers

35. Example: A Solution for M&A Engineering • M&A Engineering is a mid-size PE firm with 2 locations. • HQ in Raleigh, NC. • Owner and 5 VPs, receptionist, 30 engineers in building. • 10 road-warrior sales agents based here, but usually on the road. • 2 general-purpose conference rooms. • Branch office in Columbus, OH. • 1 supervisor, 4 HR managers, 6 phone agents full-time. • Room for 14 other staff in the plan. • 2 general-purpose conference rooms, 1 training room with analog phone. • Plan is to make Columbus a call center office in near future. • They currently have a Nortel PBX which is EOL. What does the winning Spectrum solution look like?

36. A Potential Solution for M&A HQ (Raleigh) • 6 UC Connect Plus Bundles for Owner and VPs. • 31 UC Connect Bundles for receptionist and engineers. • Add-on Enterprise Receptionist Console pack. • 10 Virtual TN / Extension seats for Sales agents. • 2 Basic seats for conference rooms. • 37 Polycom VVX phones. • Extra wireless phone for owner’s suite. • Reception Keypad for receptionist. • 2 Polycom Sound Stations for Conference rooms. Simple seat BOM has only 5 entries for 40 seats, Bundles make choosing individual features unnecessary, Seats Again only 4 entries on phone BOM, road warriors use their mobile phones. Phones

37. UC Rate Card Review • The latest rate card was released on May 24, 2019. • New terms and HC inside wiring pricing. • The HC rate card is replete with detail, so two specific bits of advice apply: • Sell Bundles. • Use the PQE correctly. • The Hosted Voice product will develop over time, so regularly visit PartnerLink to get: • The latest rates, bundles, and packages. • Product changes and new marketing messages.

38. Partner Resources

39. Partner Link • Portal for partners • PartnerStart – Onboarding guide (new) • Pricing and SLA details • Marketing materials • Support tools • Digital Contact Map • Training schedule now 6mo in advance! • Link:https://channelpartners.spectrum.com/login.html • Request access:https://channelpartners.spectrum.com/registration-form.html

40. https://enterprise.spectrum.com/ • Case studies • White papers • Videos • FAQs • Bandwidth calculator

41. One Last Thing! Toll-Free Enterprise (Fiber) Partner Support Line Need immediate help? Contact Spectrum's NEW dedicated Enterprise (Fiber) Partner Support line. The Toll-Free line rings directly to the desk of the next available agent. No IVR; no waiting. Partners have access to support resources when on the go and away from a laptop. • Escalations(fiber) • Credit Requests • Billing Inquiries • Contract Status • Site Survey Escalations • Change Bill To Address • Rate Center Inquiries         CALL *833-204-3533   I   MONDAY - FRIDAY  I   8AM - 7PM ET *Phone line is for agents only. Please do not share with customers.

42. Questions? C-Dave.Viveiros@charter.com

44. Feature Pack Details BASIC BUSINESS MOBILE / VIRTUAL TN / EXTENSION PREMIUM Standard phone system features such as: • High definition voice quality • Extension dialing, including multi-site • Call forwarding to internal or external numbers • Call transfer and 3-way calling • Caller ID blocking • Preferred pack for conference room and ATA applications, replacing that legacy pack. Robust phone system features such as: • High definition voice quality • Extension dialing, including multi-site • Voicemail with email delivery • Call forwarding to internal or external numbers • Call transfer and 3-way calling • Multiple voicemail greetings Business Pack plus power user features: • “Find me / Follow me” mobility features • Transfer received calls between mobile and desk • Schedule call handling preferences such as time of day, day of week, and by caller • Text message alerts on call activity • Selective call blocking Cost effective solutions to enhance productivity of mobile employees • Virtual user without a desk phone • Integrate mobile employees into the office network • Voicemail with email delivery • Voicemail is kept in the cloud vs. mobile device