Verizon Business Group - Florida

VerizonBusiness GroupDecember 2, 2020

Agenda1. Verizon Team2. Awarded Categories3. Why Verizon4. Verizon SIP5. Managed Microsoft Teams Services6. Verizon Virtual Contact Center and Digital Citizen Experience7. Questions2

Verizon SUNCOM teamKim MirabellaDirector Public Sector—South EastKofi QuansahSenior Project ManagerMary CoutureManaging Client Partner—South EastDebra RustandUC ConsultantBrian SloanSenior Client Executive—Florida State AgenciesDon GrecoContact Center ConsultantDebanie MontgomerySenior Client Executive—Public Sector & Higher EdKaren TuttleDigital Customer Experience ConsultantRobert PerronePrincipal Solution ArchitectLesa HamerProgram Manager—State of FloridaNikki DiNapoliClient Services Manager—State of Florida3

Verizon SUNCOM category awardsAwardedCategory 2 SIP Verizon VoIP/SIP Verizon Managed Microsoft Teams Service catalog—supporting itemsCategory 3 Multitenant Contact Center Virtual Contact Center Digital Customer Experience Service Catalog—supporting itemsFocused on Cloud First Cloud-deployed Accessible from anywhere Agile Leveraging AI4

Why Verizon“Verizon is committed to be a leader in the 4th Industrial Revolution and TransformationalTechnology” – Tami Erwin, CEO, Verizon Business GroupWe Create Solutions That Transform Constituent Experience Heritage of Innovation and performance excellence Global, Customer-first technology provider Proven experience delivering Core Communication Services: Reliability,Redundancy, Consistency Gartner Magic Quadrant Leader in both Network and Security Services 14 consecutive years Top rated network performance by Rootmetrics -13 consecutive years Frost & Sullivan Leadership award in North American SIP TrunkingServices Leader ranking - Global Data: Unified Communications and ContactCenter - May 2020AutomationVisibilitySecurityConnectivity5

Verizon SIP6

Case study - expand collaboration and management.State government has chosen Verizon to transition, manage and operate voice and data services,as well as to provide managed and professional servicesBusiness challengesCommunications solutionsProfessional services Absence of next generationfeature/functionality Designed solution to manage, operate,transition to Cloud Desire to increase efficiencies and reducecost with a single vendor Decommissioned legacy systems Fully Operate Helpdesk 80K Centrex users Provide significant new headcount Many agencies on disparate complexolder systemsVerizon modified existing agreement toinclude elements to operate the currentIPPBX, move to Cloud for SecureVoice/Collaboration services7

How we helped.Increase operational efficiencyand lower costsVeri zon as a s ingle vendor transitions 24Kus ers to new VoIP/data network andcl oud collaboration servi ces.Streamline migrationKnowl edgeable, committed Verizonengi neers, PMOa nd professional servi cesProvide Secure CollaborationSolutionCreate a migration pathto advanced technologyby i mpl ementing a unifiedcommunications platform that wills upport new applications over 4G – 5GLTE. Addressed 80K Centrex users withnew Cl oud solutions.Uni fied Communications for government,VOIP a nd network24,000Us ers and 120 Professional servi cess ta ffed for Transition8

Verizon VoIP feature differentiatorsVoIP IP Enterprise Routing “VIPER”Flexible Call ForwardingLocation Call InterceptVerizon VoIP calls routed IP end-to-end.Enables free Verizon VoIP Business to businesscalling which provides cost savings by reducingLD minutes/costs.Always, Busy, No Answer and Unreachable(IP address not reachable) Optional Billableadministered via the VEC portal.Easily redirect traffic when there is a locationwide outage in an emergency.Wireless Connected VoIPEnterprise Trunk PremiumEnterprise Route OverflowAllows VoIP customer to call any VerizonWireless Telephone number without Incurringper-minute usage charges.The feature offers a 100% networkAvailability. Optional, billable feature to selectSBC geographic redundancy with reservedcapacity VS. Enterprise trunk Diverse whichstill utilizes two or more Geo Diverse SBCswithout ETP expense.Allows designation to route all TNsto an alternate TN in the event all IP routesare unavailable. Includes an option to bill atEnterprise trunk level.9

Verizon ManagedMicrosoft TeamsVerizon confidential and proprietary. Unauthorized disclosure, reproduction or other use prohibited.10

Verizon Managed Microsoft Services Network planning, assessment and design User migration and training Network implementation and project management Post deployment operations supportDelivering the end-to-end managed MS UC service portfolio.Site and networkassessmentSolutiondesignImplementation anddeploymentOperationsmanagement Planning Project management Active monitoring Assessment Configuration/Staging Fault isolations and resolutions Design Onsite implementation Software maintenance Device configuration Administration and security management Engineering support CPE maintenance Document/Training Service management User migration MACDs11

Managed TEAMS offer forSUNCOM – what’s included.Managed Teams Solution leverages Verizon SIPfor PSTN – agencies keep DID’s.ClouddeployedIncluded in Microsoft Teams Offer Secure Cloud Interconnect to MS O365 E-911 Cloud based SBCOptional Catalog items Handsets, headsets Enhanced user adoption servicesAgileAccessiblefromanywhere12

Customer / Brings The LicenseProgram Management Office – Overarching SupportProjectManagementMACDSupportTraining SupportFinancial ServiceManagement /Billing tProblemMgmt.SupportSLA rvice AssuranceEventMgmt.1st CallResolutions 90%MicroNOCProactiveAnalysis &RemediationIncidentMgmt.SupportEnd PointSupportCallQualityAnalyticsEnd ToEndMonitoring stemDevBest InClassNetworkPerf(on staff)

ToolsThePowerofTeamTechnique

Remote User NetworkVerizon Dedicated Cust NetworkMicrosoft NetworkInternetVerizon VoIP/PSTN TNVerizonNetworkSBCDeep Visibility to Granular LevelThePowerofThePowerofMicroNOC / Service Desk EngineersToolsTeamTechniqueToolsTeamTechniqueVoIP Utilization ReportsBuild Targeted, Data Driven Improvements PlansAbility to Measure the Output of Improvement Plans.Weed Out Noise and Anomalies to Pinpointthe Root Cause of a Problem.IMPACT/SMARTS SevOneOUTPUTHigh % of 1st Call ResolutionsAllows for Evidence Based DecisionsLimit Business Impacting EventsEarly Identification of Potential IssuesImpacting User CommunityRestoralTimeVerizon confidential andExpeditiousproprietary. Unauthorizeddisclosure,reproduction or other use prohibited. Before

Verizon VirtualContact Center andDigital CitizenExperience16

Constituent journey—Expectationsdrive evolutionAs a constituent I want to: Find relevant information quickly and easily Understand what information and actions are required Experience consistency Have confirmation of completion Take very little time to complete my task and on my own schedule Have my issue/tasks resolved the first time I attempt it Perform the task from wherever I am, at home or on the go Ensure my data is protectedAs an agency I need: To drive behavior Limit the need for significant shifts in resources as needs change Achieve mission performance Limit negative publicityConsistentPersonalizedContextualTrust 17

Continuous optimization methodologyIdentifyDeploy Identify a nd prioritize i ntentions ofus ers based on social mediamoni toring, online searches,a nalyzing ca ll center data and others ources Wha t i s the information people ares eeking? Qui ckly i mplements points of automations uch as a vi rtual agent on website,Fa cebook Messenger, or other channels tofa ci litate questions and self-servicea cti vi ties Crea te a “people first” culture a nd enablea gents with tools, s o they ca n focus theirtime on the constituentContinuousoptimizationEvolveMeasure Conti nuously adapt and improve thes ys tem to better meet the needs ofpeople seeking i nformation from thea gency, using built-in reporting anda nalysis tools Us e direct user feedback a nda nalysis of logged i nteractions tounderstand gaps and suggesti mprovements Tra i ning methodology of a gent real-timecoa ching and feedback Agent performance and first contactres olution18

Verizon Citizen Engagement portfolioPhoneVirtual ContactCenterHosted IVRSelf-ServiceConversational IVR(coming soon)WebsiteInternet SearchRequest ngSocialIntelligencePublic PostsKnowledgeAssistArtificial IntelligenceIntentEngineSocial channelsAgentsTransfer to Agent(Chat, Video, Voice)EmailChatExisting backendapplications/systems DecisionEngineSourceEngineMulti-tenantGeo redundancyFault toleranceNetwork redundancyNetwork managementReporting & analyticsFully-managed serviceCX consultantFlexible & easychange managementSecurity19

Citizen Experience (CX) service lifecycle& consulting featuresCitizen Experience ThoughtLeadership - Ideate & IncubateOutcomes & Business ValueContact center network servicesCX SolutionsConsultingAdvise & ConsultCl oud, Automation,Edge, Premise, HybridManage & Maintain CX platformsTechnical servicesSimplifying the complexMulti-Channel / OmniChannel Cloud / Hybrid/ PremiseContact Center/Customer ExperiencePlatformsVoice / VoIP Backbone IVR Speech ServicesCross Channel Protection w\Anti-fraud & AuthenticationServicesEvolving Technologies w\API Solutions PartnerEcoSystemProgram Management &Managed Services20

Verizon Ready for OrderTarget ready for all orders May 2021 Accelerating where possible For planning activities in advance of May contact SUNCOMfor assistance at 888-478-626621

Q&A22

Verizon confidential and proprietary. Unauthorized disclosure, reproduction or other use prohibited.

Verizon Business Group December 2, 2020. 1. Verizon Team 2. Awarded Categories 3. Why Verizon 4. Verizon SIP . Internet Verizon Network SBC Verizon MPLS Verizon Internet MPLS Customer SBC PSTN . High % of 1st Call Resolutions Weed Out Noise and Anomalies to Pinpoint