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MiContact Center BusinessRelease 8.0 UpdateFebruary 2016Shameem SmillieTechnical ConsultantShameem.Smillie@Mitel.com

Agenda1. Market Overview2. Message to Market3. MiContact Center Business Release 84. How Mitel Can Help5. Marketing Support6. Pre Sales Demos7. MiCC SFB – Roadmap8. Q&A 2014 Mitel. Proprietary and Confidential.

Why Are We Here? Customer Experience!Top BusinessPriorityCustomer experience,primary investment target 68% of businesses planto increase their spend(2014 Call Center Executive Priorities Report) 2014 Mitel. Proprietary and Confidential.CompetitiveDifferentiator62% of organizations viewcustomer experience acompetitive differentiator(Deloitte: Contact Center Survey 2013)RevenueAccording to research fromMZA, DMG, Ovum andSynergy Research Group Mitelestimates the market is valuedat 7.1 Billion in 2015(Mitel 3 Year Business Planning 2015)

Market Situational AnalysisEvery business interacts with customers but only 20-40% of organizations have purchasedcontact center software solutionsIt is more than justthe contact centerteam influencingcustomer experienceExisting contactcentersimplementationsmany are outdatedand ill-fit for thestate of the market 2014 Mitel. Proprietary and Confidential.Improving customerexperience is now a Clevel priorityToday’s customer/businesshas evolved, & we mustadjust our strategy to keeppace

Business Dynamics are Shaping ChangeThe Ever ChangingConsumerThe worldspopulation aremobile usersWeb pages servedto mobile devicesWith active mobilesocial accounts1/2The Ever ChangingThe Ever ChangingEngagement ModelBusiness3 or more channelsfor engagement74%Web self-service76%Mergers & acquisitionsIoT Devices50 B1/3eMail68%Online chat58%1/4Mobile/SMS38%Twitter37%Mobile ApplicationsUsers of customeranalytics outperformthe market Profit SalesShaping the Future of Customer Experience 2014 Mitel. Proprietary and Confidential. 2.5T3.9B49%50%

Mitel’s Contact Center Strategy1. Give great customer experience solutions to Mitel voiceplatform users2. Lead customers through the mobile transformation ofconsumer engagementLeverage vertical applications to pull through the baseDrive contact center attachment across the baseMaximize value in the base – our foundation Solid revenue 2014 Mitel. Proprietary and Confidential. Excellent improvement in gross margin Large installed base Hardware to software transition

MiContact CenterPortfolio Update

MiContact Center Business ValueEmbrace theModern ConsumerConnect theEnterpriseSimplify customerexperience Connect to the entireworkforce Optimize for mobileconsumers: anywhere,anyway, any time Connect the data topersonalize the service Integrate socialcommunications Maximize self service Proactively engage Blend customerengagements Learn from industry bestpracticesBusinessAgility Optimize acrossdepartments, users, andmedia Flexible deploymentoptions: on-premises,cloud, or hybrid On-site expertise: fromdesign to consult to fullymanaged serviceMiContact Center:Powering Customer Experience 2014 Mitel. Proprietary and Confidential.

Powering Customer ExperienceSMALL MEDIUM LARGEWorkforce ManagementMaintenance ServicesDigital MediaCustomer Self-ServiceInteraction RecordingOutbound DialingCall Routingand Reporting 2014 Mitel. Proprietary and Confidential.Managed ServicesConsult and IntegrateThe flexibility:What, When& Howyou Need it!Management BestPractices TrainingDesign & DeployUser TrainingS/W AssuranceValue DeliverySophisticationCustomer Journey

Three Flagship Offers Tailored to Customer Needs!MiContact Center Office For Office 250 usersDesigned for contact centers or workgroups with up to 100 agentsFor small businesses who need to compete with big companiesand efficiently monitor, manage, and distribute customer enquiriesMiContact Center Business For MiVoice Business, MiVoice 5000 and Office 400 usersPowers MiCloud Contact CenterDesigned as a scalable, flexible solution to grow with ourcustomersPackaged, natively digital solution to power customer-centric midsized organizationsMiContact Center Enterprise For MiVoice MX-One users, formerly known as SolidusDesigned for large organizations who need the freedom to runtheir businesses how they see fitHelps Mitel customers connect the contact center to the entireenterprise, seamlessly working with all of their IT investments 2014 Mitel. Proprietary and Confidential.

MiContact CenterBusiness Release 8.0

MiContact Center BusinessA highly available, scalable, and flexiblecustomer experience solution: Inbound, outbound, and self-servicecapabilities for all media Real-time, historical, and fully customizablemanagement tools Integrated call recording Outbound dialing and messaging Integrations with leading CRM systems Integrated MiCollab Unified Communications 2014 Mitel. Proprietary and Confidential.

MiContact Center Business Release 8Give great customer experience solutions to Mitel users1. Tighter integrations and bundling of solutions acrossthe Mitel portfolio2. High availability improvements3. Increased system scalability and performance 2014 Mitel. Proprietary and Confidential.

High Level Product RebrandingRELEASE 7.1 AND EARLIERRELEASE 8.0MiContact Center Workgroup EditionMiContact Center Business EditionMiContact Center Enterprise EditionMiContact Center BusinessMiVoice Business ReporterMiVoice Call AccountingMiVoice Analytics 2014 Mitel. Proprietary and Confidential.

MiContact Center Business Release 8Blue indicates core StarterPack bundles*Green indicates optional partsMiContact Center BusinessWorkgroup– with Two Optional IVR LevelsWorkgroup Starter PackMessaging & RoutingWorkgroup IVRContact Center – Messaging & Routing Included, Optional IVRMiContact Center BusinessAdd-ons (available withWorkgroup, Contact Center, orStandalone):Workforce Scheduling AgentMultimedia AgentContact Center Starter PackContact Center IVRQuality Monitoring – 3 LevelsMiCC Outbound – 3 LevelsMiContact Center Business (standalone, no Workgroup/CC required)Stand-alone MultimediaWorkforce Scheduling AgentStand-alone Contact Center IVRMiCC WFM – 2 LevelsASR & TTS – 2 Levels 2014 Mitel. Proprietary and Confidential.MiCC WFM – 2 LevelsASR/TTS for IVR – 2 Levels

MiContact Center Business Release 8Workgroup Starter PackContact Center Starter PackWORKGROUP AGENT*CONTACT CENTER AGENT*Control of Agents/Queues Visual QueueBlue indicates components included in theStarter PackGreen indicates optional, add-on componentsPurple indicates Mitel products that are bundledwith the Starter Pack**Screen Pop, CRM connectorsFull Real time Monitoring and ForecastingMiVoice Business Reporter (includes 50 extenions)MiContact Center Business Add-ons:MiContact Center Preview Dialer Seats (requires Professional Services)Workforce Scheduling Agent (Named)Full Path ACDMultimedia AgentLimited Historical Reporting Reports FlexFull Historical Reporting Reports FlexQuality Monitoring - 3 LevelsCC Resiliency in RT & ReportingMiCC Outbound - 3 LevelsNetwork LicenseMiCC WFM - 2 Levels (Named)1 System Admins2 System AdminsASR & TTS for IVR - 2 LevelsMiCollab SoftphoneMiCollab Softphone w/ TeleworkerMiCC MiCollab Client LicenseMiCC MiCollab Client LicenseMiVoice Call Recording Server, Port, & SRC licenseWorkgroup Messaging&Routing w/ 120 portsWorkgroup IVR Ports (max 10 ports) 2014 Mitel. Proprietary and Confidential.CC Messaging & Routing w/240 portsContact Center IVR PortsMessaging & Routing includesMenu, Time of Day/Day of week RAD’s MoH, ANI/DNISrouting Reporting, Pre-Announce, UPIQContact Center IVR includesCallbacks, Collect Digits, Query (RSSbus), Execute,Rules

Bundled LicensingMiContact Center Business licenses now include BUNDLED COMPONENTSNOTESMiVoice Call Recording Port and Secure Recording Connector (MBG) userlicenseOIG Call Control ADV User License for SFDCInstall on separate serverOIG Call Control User Lic for GoogleNot for use with ACD AgentsMiVB Active Agent licenseMiVoice Business and MiVB User Licenses soldseparatelyNupoint Mailbox and Call DirectorNupoint Standard UM LicenseNupoint Advanced UM licenseMiCollab Base sold separately, must be part of MiCollabMiCollab Base sold separately, must be part of MiCollabMiCollab Base sold separately, must be part of MiCollabMiCollab Deskphone LicenseMiCollab Base sold separatelyMiCollab Softphone License (MiNET)MiCollab Base sold separatelyMiCollab Mobile for Smart DeviceNot for use with ACD AgentsMiCollab Mobile Client AddOn SIP Smart Device 2014 Mitel. Proprietary and Confidential.MBG Client/ Teleworker licenseNot for use with ACD AgentsMBG base sold separately

IVR Routing Enhancements – Pre-AnnounceIn Release 8.0 agent greetings and whisper announce capabilities are now delivered through theMessaging and Routing application, independently of IVR licenses Requires the configuration of an agent greeting port which does not require a license, but is restricted toagent greeting capabilities only Due to the short duration of the greeting, 10 agents are expected to be supported per agent greeting port Agent greeting ports must be configured on the same MiVoice Business controller as the agents that willuse the feature. The maximum number of ports for IVR and agent greetings per controller is 120 As this is a server-based implementation, pre-announce capabilities now support MiNet phones,softphones, EHDA, etc. NB: Supported on VMCD & ISS ONLY – NOT PHYSICAL 3300/MCD 2014 Mitel. Proprietary and Confidential.

MiContact Center Business Release 8Give great customer experience solutions to Mitel users Phase one of MiContact Center Business’ native high availability capabilities A server monitoring agent to monitor all critical services Alarms against application crashes, performance, and application-specific issues Performance and scalability improvements 1200 current voice and multi-channel agents 2x improvement in multi-channel CpH 2014 Mitel. Proprietary and Confidential.

MiContact Center Business Release 8Lead customers through the mobile transformation of consumer engagement Full support for native SMS interactions, including workflowdesign, queuing, management, and agent interaction SMS self-service with seamless promotion to live-assist Inbound and outbound live-assist 2014 Mitel. Proprietary and Confidential.

MiContact Center Business Release 8Lead customers through the mobile transformation of consumer engagement Support for speech-enabled Interactive Voice Response Speech driven self-service applications and navigation Text to Speech powered IVR responses Available in two add-on port licenses for IVR: ASR and TTS Fully integrated into IVR Routing Play and Menu activities have been extended to support TTS Collect Digits activity has been extended to support ASR 2014 Mitel. Proprietary and Confidential.

Technology Changes – Multi-tenant Support MiContact Center Business release 8.0 for multi-tenant deployments includes support for: Voice agents Agent: desk phones and/or MiCollab soft phone Supervisor: Contact Center Client, Reporter (optional), desk phones and/or MiCollab softphone Customer-level management (access defined by the Mitel partner hosting the solution) Capacity increase, using MiContact Center Business’ Large Server configuration Increased number of MiContact Center historical reports IVR Routing Account Codes, Make Busy Reason Codes, licensing, and administration (access defined by Mitelpartner hosting the solution) 2014 Mitel. Proprietary and Confidential.