Q U A L I F Y I N GQ U E S T I O N S

CloudCommunications

SOLUTION QUESTIONS POSSIBLE ANSWERS WHY WE ASK IT1. At a high-level, what does your existing voice system configuration look like?

Could be one or a combination of vendors and system types. Some locations may be networked with the corporate system, or not at all. Legacy systems for larger locations could be PBX's, for smaller locations could be key systems or single POTS handsets, or a combination of all types. They could also have all or some locations on a cloud/IP system. The customer may also give insights into their network vendors, as well.

We need to understand what type of system they currently have, if they are happy with it, if its still a fit for their business. One of the main values of Masergy's CUC System is that it can accommodate hybrid environments - either intelligent SIP trunks that can work with their existing/legacy equipment or offer a fully managed solution (UCaaS), including handsets (Polycom - top of the line).

a. Who is the vendor(s) and how long has it been in place?

Variety of vendors - Avaya, Cisco, Nortel, and Mitel. Also, some network providers if they've already made the move to cloud, like Windstream, Level 3, Frontier, AT&T, Centurylink, and Verizon. Some of the big international players are Orange and BT.

To know the manufacturer/age of the current system(s) gives us insight its limitations. If they have several different types, then they probably don't work well together. Masergy's hybrid/integrated solutions can be a big improvement. The older their current system, the better! Many of the older systems don't support many of the latest/greatest features of the newer systems. Plus, if its older there is good chance its paid off/fully amortized and they're ready to upgrade.

b. What do you like about the current system? (Did they select it?)

No, it was here when I got here; Yes, I selected it. The threat landscape changes/evolves very fast, so an older solutionmay not be effective in today’s environment. But, if they are in the middle of an implementation, the timeline could extend several months before they consider adding a new solution. Many purchased security solutions (SIEM/IDS/IPS boxes) take several months to install, program, test, and launch commercially.

Q U A L I F Y I N GQ U E S T I O N S

CloudCommunications

SOLUTION QUESTIONS POSSIBLE ANSWERS WHY WE ASK IT c. What are your challenges or limitations with this system or vendor?

We have multiple vendors/systems and we're looking to consolidate; Poor support and/or performance; Its not meeting the needs of our business now; We don't have a integrated solution so all of our locations can effectively communicate/collaborate; Lack of scalability; Lack of redundancy in the current configuration; We have limited visibility/control of traffic and service today

Get specific areas where Masergy's solution can add value or improve their business. If its Support, we have the best NPS in the business (65); if its performance, we have the strongest SLA to guarantee the best performance; if its limited features, Masergy's has an extremely broad feature set (see product sheet). Understanding their specific pain points helps Masergy focus on areas where our value prop resonates the loudest.

d. What goals are you trying to accomplish today?

Just trying to cut costs, improve voice quality, reduce wait times for customers, get improved support than our current provider.

Understand the customers motivation to make a change or problem they are looking to solve. This is key to qualifying if they will change and why.

2. How has your business driven the requirements of the current voice solution?

We need greater control for changing features; Access to more collaboration tools; Access to features to improve job functions. Mobilty strategy, ease of use, today we have a geo-dispursed workforce, several home/remote offices that need access to a single system.

You need to know how their business has changed to understand if their existing solution has kept up or failed to adapt.

a. How have your requirements changed?

See above If their business is fairly dynamic and they have a variety of locations, employee set ups, etc. - this is a good position for Masergy's CUC solution. We enable our customers to have full control for changing/adjusting their voice services. So, the solution can adapt with their needs.

b. If you were to evaluate another solution, what would the decision criteria look like today?

See above; variety of answers. Hopefully, updated feature sets, full change control, hybrid solutions, and reliability are part of the decision criteria. If cost savings is the main driver, this may not be a good opportunity for Masergy. If they give you several criteria, ask them to rank them so you know what's MOST important to their business.

Q U A L I F Y I N GQ U E S T I O N S

CloudCommunications

SOLUTION QUESTIONS POSSIBLE ANSWERS WHY WE ASK IT3. Are you looking for a "like for like" system (similar to what you have today) or possibly going in a different direction? (Example: Migrate away from 1:1 phone to employee ratio; more of a "hoteling" approach?)

Yes, just need what I have today. No, I'm looking for expanded features for collaboration, etc. and would like a more optimized solution for my changing work force.

If they're looking ONLY for a "like for like" system, then price may be the main driver - thus not a fit for Masergy. If they're looking for a hybrid solution or to optimize their business environment, full featured system, with full visibility/control - then Masergy is a good fit. We'll be competitive as a UCaaS option (fully managed), but never the cheapest.

- Are you utilizing the cloud with any of your voice services today?

Yes, No, or for some locations yes, others no. Some customers have concerns about moving their services to the cloud because they don't completely understand how it works and believe there is risk in making that move. Masergy has a the best customer service, guarantees around equipment delivery, a single implementation manager to ensure a successful install.

- (If yes) What was attractive to you about moving to the cloud?

Usually, it’s a combination of offloading the management of a phone system, with the redundancy offered with a cloud solution. Also, flexibility to make changes/expand the system. Moving from a CAPEX model to an OPEX model is attractive.

To understand their expectation of moving to the cloud and know if the benefits have been realized. Many times this question could bring up areas where their current solution fell short of delivering the anticipated value.

- (If no) What are your concerns about migrating voice services to the cloud?

Concerns about call quality. Concerns about the cost of upgrading.

From a quality perspective, Masergy has the best performance metrics, customer service, including guarantees around equipment delivery and a single implementation manager to ensure a successful install. If the customer is not interested in upgrading their equipment, Masergy's Intelligent SIP Trunks can integrate with their legacy system and can support SIP to PRI handoff, thus eliminating the need to upgrade a SIP phone system.

Q U A L I F Y I N GQ U E S T I O N S

CloudCommunications

SOLUTION QUESTIONS POSSIBLE ANSWERS WHY WE ASK IT4. What are the voice features and applications that are mission-critical to your business today?

Basics are - VM, transfer, hold, and conferencing. More enhanced features are VM transcription, web collaboration, and IM/Presence. From an application perspective - CRM integration, Help Desk and Contact Center integration.

To ensure the Masergy solution can maintain their existing feature set, plus provide some enhancements, if needed. Also used for scoping/pricing.

- How do you see your features changing over the next few years?

Good answers are - We're expanding locations, we're adding employees, acquiring new partners/companies - (growth and change in general). Bad answers are - We're cutting back, closing offices, consolidating, etc.

To understand where the business is going and how Masergy's scalable, feature rich solution fits into the picture down the road. If growth/change are in the future, explain how we can adapt to their growth.

Q U A L I F Y I N GQ U E S T I O N S

CloudCommunications

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SCOPING QUESTIONS WHY WE ASK IT1. How many sites do you have, both domestic and international? (If International, which countries? Include data centers, remote employees, etc.)

To understand the scope of the potential solution from a location perspective. International locations are good for Masergy.

2. Do you have a system inventory, by location that you can share? General scoping question to understand hope to optimize their voice configuration across all locations.

3. Do you have a voice solution diagram for all locations that we can use as a reference?

To know where reliability and scalability matters most across their locations.

4. How many users across all locations? General scoping question.

PROCESS QUESTIONS WHY WE ASK IT1. What is the decision making process if you found a solution that improved your current security posture?

Important for forecasting this potential opportunity and defining the direction of next steps

2. Who else is involved in the decision? It’s important to understand both the BTL and ATL contacts. This could be a good point to ask for an intro to CIO/CISO to ensure multiple touch points within the account.

3. For decisions or changes like this, how long does that process typically take?

Important for forecasting this potential opportunity.

4. Is there a contract term with your existing vendor that we need to be aware of?

Important from a forecasting perspective

5. Is there a target implementation date for this project? Use this date as a guidepost for all planning and to keep the opportunity moving forward.

6. Is there an existing budget allocated to upgrade or enhanced voice platform?

This is key to understanding their financial commitment to the project.