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Corporate IT Leaders Tell How They Handle Today’s Telecom ChallengesFCI ELECTRONICS | Too Many Providers, Not Enough Accountability

FEDCAP | Multiple Phone Systems, Multiple Locations, Multiple Problems

UNIVERSAL NORTH AMERICA | Our Promise is to Answer Every Customer Call within 30 Seconds

Too Many Providers, Not Enough Accountability

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The ChallengeThe company’s Director and Chief Technical Officer, William Craig, struggled with a patchwork of technology from multiple service providers, which led to accountability issues when network problems arose. This created a credibility problem for Craig and prompted him to search for a new provider who could meet all the communication needs of this multi-location company intent on growing.

How FCI and XO Met the ChallengeFCI chose the comprehensive, robust, XO MPLS IP-VPN providing data, Interactive Voice Response (IVR), and Enterprise SIP (ESIP) trunking. Here’s why, according to Craig:

• Network Speed & Reliability—“We had a small Internet pipe, shared across the whole country. People couldn’t get their Internet and when they did get in, it was slow. With XO MPLS IP-VPN, we now have the speed and reliability we need.”

• Provider Accountability—In the past, Craig said he found it difficult to get straight answers from carriers when network problems occurred. Lack of accountability was commonplace. “With XO, it’s their network, it’s their infrastructure, it’s just one number to call.”

FCI ELECTRONICS Based in Osaka, Japan, FCI Electronics sells consumer electronics in North America and around the world.

• Capacity—The XO MPLS infrastructure, including IVR, ESIP and hosted security, serves multiple locations around the world and met FCI’s capacity needs. “They’re able to move us into Europe and other parts of the world where we didn’t think we had reach. You can’t do any better than that.”

• Disaster Recovery—FCI no longer needs to worry about its disaster recovery capability. “I know if I lose a node, it’s backed up. I know that I have two data centers; if one goes down, I know with comfort that the other one will come up because it’s on the same MPLS network.”

• Becoming a Business Enabler—“I’m sleeping well now. I’m not so worried about my infrastructure anymore; it used to be my main worry. Now IT can be a business enabler. I’m able to help the business to grow with better applications.”

Results • A robust new network solution, including XO MPLS IP-VPN, IVR, Enterprise

SIP and hosted security

• Increased network uptime

• Disaster recovery capability

• A chance to free up IT resources so FCI’s CTO can become a business enabler

WATCH FCI ELECTRONICS’ STORY4

The Value for FCI

“My old MPLS had several other providers involved, so it wasn’t all on their network. But with XO, it’s all on-net, wholly owned, wholly run by XO resources. One number to call. One button to click, and I’m good with that.”

—William Craig Director and CTO, FCI

XO Communications provides the technology that helps business and wholesale customers compete in a hyper-connected economy. In the U.S., XO owns and operates one of the largest IP and Ethernet networks that customers rely on for private data networking, cloud connectivity, unified communications and voice, Internet access, and managed services.

© Copyright 2015. XO Communications, LLC. All rights reserved. XO, the XO design logo, and all related marks are trademarks of XO Communications, LLC. CaseStudy-FCI-Electronics | O150909 10:52:32

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Multiple Phone Systems, Multiple Locations, Multiple Problems

© Copyright 2015. XO Communications, LLC. All rights reserved. XO, the XO design logo, and all related marks are trademarks of XO Communications, LLC. CaseStudy-Fedcap | O150909 10:53:40

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The ChallengeHaving multiple phone systems and multiple locations created multiple problems for Fedcap’s Director of IT, Richard Matist. To complicate matters, this non-profit organization and its dispersed workforce were expanding quickly and needed a voice communications infrastructure to support continued growth.

How Fedcap and XO Met the ChallengeFedcap already used XO MPLS IP-VPN network services for WAN connectivity between all of its sites. Matist worked with the XO team to expand on the existing solution by adding hosted PBX with SIP trunking to provide unified communications and storage.

Here’s what Matist had to say about his experience with XO:

• Hosted Solution—Matist did a cost analysis to evaluate the affordability and cost-effectiveness of hosted as well as premises-based PBX options. He looked at Total Cost of Ownership (TCO) over three and five years and ultimately concluded, “The hosted model worked for us.”

• Flexibility and Scalability—Fedcap chose the XO Hosted PBX Solution. “It was the flexible, scalable solution we were hoping for.” To handle the organization’s growing Internet bandwidth needs, XO Dedicated Internet Access was included in the complete suite of services.

FEDCAP Fedcap Rehabilitation Services has a mission to help people confronting barriers achieve economic independence.

• Smooth Implementation—XO Hosted PBX supports worry-free upgrades as well as the ability to turn up physical locations in a hurry. “We came up with a very controlled implementation strategy. We handled one site at a time, and everything actually went very smoothly. In one instance, we needed to standup a physical location very quickly. And working with the XO team we actually had a Hosted PBX Solution onsite within a week.”

• Focus on Business—The XO Hosted PBX Solution now puts everything in the cloud, taking internal management and maintenance out of the equation. “There is less our IT team needs to manage. We no longer need to maintain the support of a premises-based solution. All we need to do is focus on our business. I would highly recommend the XO Hosted PBX Solution. It’s a very scalable, cost-effective solution.”

Results • Unified communications and storage through MPLS IP-VPN, hosted PBX,

and SIP trunking that solve geographical and logistical challenges

• Ability to stand up new locations quickly

• More time to focus on the company’s core mission and business by not having to maintain a premises-based solution

WATCH FEDCAP’S STORY4

The Value for Fedcap

“The true value was in the complete solution. In our converged network environment, it wasn’t any one com-ponent. It was bundling the MPLS network, the connectivity between sites, the SIP trunking—all of the hosted solutions that we put in at each location. The XO team and I came up with a strategy for this complete package.”

—Richard Matist IT Director

XO Communications provides the technology that helps business and wholesale customers compete in a hyper-connected economy. In the U.S., XO owns and operates one of the largest IP and Ethernet networks that customers rely on for private data networking, cloud connectivity, unified communications and voice, Internet access, and managed services.

© Copyright 2015. XO Communications, LLC. All rights reserved. XO, the XO design logo, and all related marks are trademarks of XO Communications, LLC. CaseStudy-Fedcap | O150909 10:53:40

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Our Promise is to Answer Every Customer Call within 30 Seconds

© Copyright 2015. XO Communications, LLC. All rights reserved. XO, the XO design logo, and all related marks are trademarks of XO Communications, LLC. CaseStudy-UNA-Insurance | O150909 10:51:50

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The ChallengeUniversal North America insurance handles about 30,000 calls a month and its call center operates 24/7/365, according to Noah Baker, UNA’s Assistant Vice President of Information Technology. Adding to the challenge is the company’s promise to answer every call within 30 seconds, even though the call center is not staffed all hours. On top of that, Baker said many of the company’s offices are in catastrophe-prone areas, so it has to maintain a robust disaster recovery and business continuity plan.

How UNA and XO Met the ChallengeEnterprise SIP trunking, hosted contact center services, and a business continuity plan from XO Communications help UNA deliver on its commitment to customers that every call will be answered in a time of need, under any conditions.

Here’s the solution and what Baker had to say about his experience working with XO:

• Support for High Call Volumes—Baker and the XO team implemented Contact Center on Demand (CCoD), a cloud-based tool that enables call center agents to work anywhere there is a phone line. “We are able to have our agents answer the phones in one of our offices, and if they’re not able to make it into that office for any reason, we can actually have them answer the phone from home.”

UNIVERSAL NORTH AMERICA Based in Sarasota, Florida, Universal North America property and casualty insurance does business in 17 states.

• Consolidation and Connectivity—The XO Enterprise SIP (ESIP) trunk fulfilled UNA’s need for consolidation and connectivity. “In two of our offices, we have 100 phone lines coming through an XO circuit that also carries MPLS and Internet traffic. It enables us to decide which phone numbers we want answered in which office, and enables us to connect all of our offices together.”

• Cost Savings—“With the XO cloud solution, we didn’t have to invest a lot of money in standalone hardware or dedicated circuits in each of our offices.”

• Business Continuity—“We’re also putting circuits at colocation facilities where we have our production equipment and we are adding that to our private cloud so that all of our offices and our colocation facilities can see each other, and we can access them on XO’s proprietary network. Before we implemented the solution with XO, we had a difficult time with disaster recovery.”

Results • Greater customer satisfaction through ability to answer all calls 24/7/365

• Costs saved through reduced investment in hardware and circuits at multiple locations

• Reliable business continuity and disaster recovery using XO’s proprietary network

WATCH UNA’S STORY4

The Value for UNA

“My role is to make sure that we have the technology and the systems to support being able to answer our cus-tomers within a reasonable amount of time—in this case it’s 24/7/365, and within 30 seconds. We were able to achieve this with XO.”

—Noah Baker Assistant VP, Information Technology

XO Communications provides the technology that helps business and wholesale customers compete in a hyper-connected economy. In the U.S., XO owns and operates one of the largest IP and Ethernet networks that customers rely on for private data networking, cloud connectivity, unified communications and voice, Internet access, and managed services.

© Copyright 2015. XO Communications, LLC. All rights reserved. XO, the XO design logo, and all related marks are trademarks of XO Communications, LLC. CaseStudy-UNA-Insurance | O150909 10:51:50

FOR MORE INFORMATION, VISIT XO.COM/ETHERVERSE OR CALL 855.227.9696