Verizon Business GroupDecember 2, 2020

1. Verizon Team

2. Awarded Categories

3. Why Verizon

4. Verizon SIP

5. Managed Microsoft Teams Services

6. Verizon Virtual Contact Center and Digital Citizen Experience

7. Questions

2

Agenda

3

Verizon SUNCOM team

Kim MirabellaDirector Public Sector—South East

Mary CoutureManaging Client Partner—South East

Brian SloanSenior Client Executive—Florida State Agencies

Debanie MontgomerySenior Client Executive—Public Sector & Higher Ed

Robert PerronePrincipal Solution Architect

Kofi QuansahSenior Project Manager

Debra RustandUC Consultant

Don GrecoContact Center Consultant

Karen TuttleDigital Customer Experience Consultant

Lesa Hamer Program Manager—State of Florida

Nikki DiNapoli Client Services Manager—State of Florida

4

Verizon SUNCOM category awards

Awarded

Category 2 SIP• Verizon VoIP/SIP• Verizon Managed Microsoft Teams

• Service catalog—supporting items

Focused on Cloud First | Cloud-deployed | Accessible from anywhere | Agile | Leveraging AI

Category 3 Multitenant Contact Center• Virtual Contact Center• Digital Customer Experience• Service Catalog—supporting items

5

Why Verizon

Automation

Visibility

Security

Connectivity

We 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 Trunking Services

• Leader ranking - Global Data: Unified Communications and Contact Center - May 2020

“Verizon is committed to be a leader in the 4th Industrial Revolution and Transformational Technology” – Tami Erwin, CEO, Verizon Business Group

6

Verizon SIP

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Case study - expand collaboration and management.

Business challenges

• Absence of next generation feature/functionality

• Desire to increase efficiencies and reduce cost with a single vendor

• 80K Centrex users

• Many agencies on disparate complex older systems

Communications solutions

• Verizon modified existing agreement to include elements to operate the current IPPBX, move to Cloud for Secure Voice/Collaboration services

Professional services

• Designed solution to manage, operate, transition to Cloud

• Decommissioned legacy systems

• Fully Operate Helpdesk

• Provide significant new headcount

State government has chosen Verizon to transition, manage and operate voice and data services, as well as to provide managed and professional services

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How we helped.

Create a migration path to advanced technology

by implementing a unified communications platform that will

support new applications over 4G – 5G LTE. Addressed 80K Centrex users with new Cloud solutions.

Streamline migration

Knowledgeable, committed Verizon engineers, PMO and professional services

Provide Secure Collaboration Solution

Unified Communications for government, VOIP and network

Increase operational efficiency and lower costs

Verizon as a s ingle vendor transitions 24K users to new VoIP/data network and cloud collaboration services.

Users and 120+ Professional services staffed for Transition

24,000

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Verizon VoIP feature differentiators

VoIP IP Enterprise Routing “VIPER”

Wireless Connected VoIP

Verizon VoIP calls routed IP end-to-end. Enables free Verizon VoIP Business to business calling which provides cost savings by reducing LD minutes/costs.

Allows VoIP customer to call any Verizon Wireless Telephone number without Incurring per-minute usage charges.

Flexible Call Forwarding

Enterprise Trunk Premium

Always, Busy, No Answer and Unreachable (IP address not reachable) Optional Billable administered via the VEC portal.

The feature offers a 100% network Availability. Optional, billable feature to select SBC geographic redundancy with reserved capacity VS. Enterprise trunk Diverse which stil l utilizes two or more Geo Diverse SBCs without ETP expense.

Location Call Intercept

Enterprise Route Overflow

Easily redirect traffic when there is a location wide outage in an emergency.

Allows designation to route all TNs to an alternate TN in the event all IP routes are unavailable. Includes an option to bill at Enterprise trunk level.

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

Verizon Managed Microsoft Teams

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Site and network assessment

Solution design

Implementation and deployment

Operations management

• Network planning, assessment and design

• Network implementation and project management

Verizon Managed Microsoft Services

• Planning

• Assessment

• Design

• Project management

• Configuration/Staging

• Onsite implementation

• Device configuration

• Engineering support

• Document/Training

• User migration

• Active monitoring

• Fault isolations and resolutions

• Software maintenance

• Administration and security management

• CPE maintenance

• Service management

• MACDs

• User migration and training

• Post deployment operations support

Delivering the end-to-end managed MS UC service portfolio.

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Cloud-deployed

Accessible from

anywhereAgile

Managed TEAMS offer for SUNCOM – what’s included.

Managed Teams Solution leverages Verizon SIP for PSTN – agencies keep DID’s.

Included in Microsoft Teams Offer

• Secure Cloud Interconnect to MS O365

• E-911

• Cloud based SBC

Optional Catalog items

• Handsets, headsets

• Enhanced user adoption services

MACDSupport

Service Assurance

24x7 Support

Desk

1st Call

Resolutions

>90%

MicroNOCProactive

Analysis & Remediatio

n

IncidentMgmt.

Support

Problem Mgmt.

Support

End Point Support

Call Quality

Analytics

End To End

Monitoring Tool Sets

Change Management

Project Management

Financial Service Management / Billing Support

Training Support

Event Mgmt.

Certified MS

Engineers(on staff)

Program Management Office – Overarching SupportCustomer / Brings The License

Voice Infrastructure Management

SLA Mgmt.

CustomIntegrate

dITSM

System Dev

TransitionMgmt.

(Onboarding)

Best In Class

Network Perf

Tools

Team

Technique

The Power

of

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

Internet

Verizon Network

SBC

VerizonMPLS

VerizonMPLSInternet

Customer SBC

PSTN

VoIP Utilization Reports IMPACT/SMARTS SevOne

Tools

Team

Technique

The Power

of

Tools

Team

Technique

The Power

of

Deep Visibility to Granular Level

MicroNOC / Service Desk Engineers

Remote User Network Microsoft Network Verizon Dedicated Cust Network Verizon VoIP/PSTN Network

Allows for Evidence Based Decisions

Expeditious Restoral Time

Ability to Measure the Output of Improvement Plans.

Build Targeted, Data Driven Improvements Plans

High % of 1st Call Resolutions

Weed Out Noise and Anomalies to Pinpoint the Root Cause of a Problem.

Limit Business Impacting Events

Early Identification of Potential Issues Before Impacting User Community

OUTPUT

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Verizon Virtual Contact Center and Digital Citizen Experience

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Constituent journey—Expectations drive evolution

As 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 protected

As an agency I need:

• To drive behavior

• Limit the need for significant shifts in resources as needs change

• Achieve mission performance

• Limit negative publicity

PersonalizedConsistent

Contextual

ImmediateEmpathy

Trust & privacy

Customer experience services

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Continuous optimization methodology

Identify• Identify and prioritize intentions of

users based on social media monitoring, online searches, analyzing ca ll center data and other sources

• What i s the information people are seeking?

Evolve• Continuously adapt and improve the

system to better meet the needs of people seeking information from the agency, using built-in reporting and analysis tools

• Tra ining methodology of agent real-time

coaching and feedback

Deploy• Quickly implements points of automation

such as a vi rtual agent on website, Facebook Messenger, or other channels to faci litate questions and self-service activi ties

• Create a “people first” culture and enable agents with tools, so they can focus their time on the constituent

Measure• Use direct user feedback and

analysis of logged interactions to understand gaps and suggest improvements

• Agent performance and first contact resolution

Continuous optimization

Verizon Citizen Engagement portfolio

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AgentsPhone

Chat

EmailWebsiteInternet Search

Existing backend applications/systems

Public Posts

Social Messaging

Social Intelligence

Hosted IVR Self-Service

IntentEngine

DecisionEngine

SourceEngine

Conversational IVR (coming soon)

Transfer to Agent(Chat, Video, Voice)

Request Voice

Callback

Fully-managed serviceCX consultant

KnowledgeAssist

Virtual Agent

Constituents

• Multi-tenant

• Geo redundancy

• Fault tolerance

• Network redundancy

• Network management

Artificial Intelligence

Security

Reporting & analytics

Flexible & easy change management

Social channels

Virtual Contact Center

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Citizen Experience (CX) service lifecycle& consulting features

CX SolutionsConsulting

Cloud, Automation,

Edge, Premise, Hybrid

Outcomes & Business Value

Contact center network services

Manage & Maintain CX platforms

Citizen Experience Thought

Leadership - Ideate & Incubate

Technical services

Advise & Consult

Multi-Channel / Omni-Channel + Cloud / Hybrid

/ Premise

Voice / VoIP Backbone +

IVR + Speech Services

Cross Channel Protection w\Anti-fraud & Authentication

Services

Evolving Technologies w\API Solutions + Partner

EcoSystem

Contact Center/

Customer Experience

Platforms

Program Management & Managed Services

Simplifying the complex

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Target ready for all orders May 2021

• Accelerating where possible

• For planning activities in advance of May contact SUNCOM for assistance at 888-478-6266

Verizon Ready for Order

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Q&A

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