Protecting Your Investment with Polycom Global Services and ScanSource Communications Total Coverage

1. Intellectual Property All materials from this deck are confidential and for intended use only* and cannot be distributed outside this use without prior written consent of ScanSource. * Copyright © 2010.  All Rights Reserved. Unless expressly authorized in writing by the copyright owner, any copying, reproduction, exhibition, export, distribution or other use of this product or any part of it is strictly prohibited. External sources and external trademarks are the property of the referenced sources.

2. Polycom Global Services & SSC Total Coverage Marc Moro, Polycom Service Channel Account Manager & Matt Brungardt, SSC Technical Team Lead

3. Agenda Why sell services? Where’s the opportunity? ScanSource Communications & Polycom Differentiate YOUR Business

4. Why sell services? PROFITABILITY Maintain/Increase Account Control CUSTOMER SATISFACTION Satisfied customers are loyal customers who will continue to buy VALUE OF YOUR BUSINESS Builds a high margin annuity stream that will keep your business profitable Growth

5. Lost Renewal Opportunity US annual Lost Service Opportunity: $50M US Distribution Average: 30% PGS Average: 40%

6. Key points to consider… Required Service Contracts As of 11/1/09 Polycom requires a support contract be paired with the purchase of new VIDEO, CORE, & SELECT VOICE Products Products requiring a service contract include: ALL video and infrastructure products VVX1500 C and D Business Media Phones Service coverage MUST be continuous

7. Voice Solutions UC Intelligent Core Solutions Network Planning and Design Implementation For Wireless: Site Survey Implementation Application Integration Network Certification Telepresence & Video Solutions Immersive Telepresence Network Planning & Design Implementation UC Professional Services UCIC Migration Service UCIC Upgrade Service UCIC Optimization Service Elite AdvancedAccess ImmersiveCare 24x7x4 Hour Response ImmersiveCare Video Network Operations Center (VNOC) VNOC Certification Network Planning & Design Project Management Installation Performance Benchmarking & Best Practices Assessment Wireless Support VoIP Support Wireless Training Elite AdvancedAccess Premier Onsite 24x7x4 Hour Response Premier Onsite 24x7 Premier Onsite Premier 24x7 Premier Elite AdvancedAccess Premier Onsite 24x7 Premier Onsite Premier 24x7 Premier CVE Technical Training Systems Administrator Training CVE Technical Training Systems Administration Training End User Training Professional Services Support Services Training Solution Planning & Design, Pilot Solution Deployment, Full Solution Deployment, and UC Certification Training Across the Polycom Solution Unified Communications Professional Services Complete Services Portfolio

8. Polycom AdvancedAccess Deliverables & Benefits Polycom AdvancedAccess Team Composed of highly skilled video specialists Priority Routing through dedicated contract method Assigned Service Engineer (ASE) Responsible for the technical oversight of all customer support issues Detailed knowledge of the customer solution & environment Personalized assistance can help provide faster problem resolution to maximize solution uptime Solution level support rather than service based on device Access to Telephone Technical Support 24/7 Meet the requirements of your video operations Asset Reporting Monthly update of the asset list of all Polycom Products covered under the agreement Provide a detailed picture of your Polycom install base Requirements All Polycom equipment in your environment should be covered Nominated technical personnel

9. Matrix – Service Comparison Elite Polycom AdvancedAccess Polycom Premier Pro-active Re-active Re-active Large Organization Mid-size Organization ESM - - ESE ASE - Polycom High Care Support Team Polycom High Care Support Team Technical Support - 24x 7 Technical Support - 24x 7 Technical Support - Business hours Asset Management Asset Management - Root Cause Analysis - - Software Version Management - - Upgrad e Management - - Program Reviews - - Monthly Utilization Report (NEW) - - Recommended when (start with) 4 UC Intelligent Core  & 60 endpoints Recommended when (start with) 2 UC Intelligent Core & 30 endpoints Base Level Service

10. Polycom UC Network Monitoring Service A cloud based annual subscription service A monitoring solution providing Network performance monitoring for Voice and Video Assessment, monitoring, reporting information, across the WAN, MPLS, internet, and a customer’s LAN.  Results available real time via online portal in the cloud Non invasive device connects to network No configuration or deployment required Device on loan for duration of subscription Customer Benefits: 24x7 online Performance monitoring and proactive alerting Weekly or monthly performance reporting Instant visibility of network performance Instant visibility of bandwidth utilization Ability to replicate traffic to identify issues

11. Meet the ScanSource Communications Polycom Total Coverage Team Technician Years of Experience Focus Rich Cole – Team Lead 11 Endpoint & Infrastructure Matt Brungardt – Team Lead 7 Endpoint & Infrastructure Kyle Dewitt – Team Lead 8 VoIP, Gateways Jason Crawford 12 Endpoint, VoIP & Installed Voice Chad Steiner 6 Endpoint, VoIP & Audio Sean Sparacio 2 Endpoint & Infrastructure Adam Mobley 2 Endpoint & VoIP Philip McKinney 1 Endpoint Zach Bronis NEW Endpoint

12. ScanSource Communications Polycom Total Coverage As a DSP (Distributor Service Provider) Polycom Partner, ScanSource Communications Total Coverage Service includes: Pre sales and Tier 1 & Tier 2+ post-sales support following the below value added support model, to internal and external customers Reseller calls Into Tech Services Tech handles call enters case & captures Serial Number We act as Tier1 and Tier 2 Support When case is resolved, CRM case is closed. If needed, escalate to vendor. We manage vendor case through completion, and act as SPOC 83% of cases closed < 1 day --- 75% < 30 minutes

13. ScanSource Communications Polycom Total Coverage We are an extension of your technical support team(s) Annual DSP Customer Satisfaction Survey Prepared by Boston Research Group, August 2011 For the Service Period May 2010 – April 2011 Pre report “ ScanSource Communications is clearly a very strong and valued Polycom Channel Partner with 100% top 3 box satisfaction and 96% “continued usage.” ScanSource also achieved strong satisfaction ratings across all service and support areas.” Support Stats 95+% deflection rate* 1500 cases/month 2300 call center contacts/month

14. ScanSource Communications Total Coverage Services Program In addition to Polycom Service Contracts our services program also includes: Total Coverage Video Endpoint Installations Video Endpoint, Carts, Monitors and microphones Total Coverage hosted and managed services What’s to come… Total Coverage Implementation & Integration Services Total Coverage Training and Education Program And Much More…

15. There is a difference… Between your Service Practice and every other Resellers Service Practice… Do you know what it is? Have you told anyone?

16. Differentiate Your Business

17. Discounts = Value Destruction

18. Defend Your Value – Don’t Give It Away! If a client wants a lower price, THEY MUST GIVE SOMETHING UP TO GET IT! And they need to understand the value of what they are giving up Longer contractual commitments are a good value tool

19. Supersizing and order – Partner View Product - RMX 2k MPMx (10HD), CMA 4000 (100), VBP 5300 Service Services GM Gross Margin Implementation Total Margin GM $49,460 $22,257 45% $71,681 $33,007 46.1% 3 Year Service $ $22,221 $19,390 $7,756 40% $22,221 $41,611 $18,506 44.5% 1 year Service $ Services GM $10,750 $10,750

20. What is customer loyalty worth? 5% increase 75% increase A 5% increase in customer retention, due to increased loyalty, yields a staggering 75% increase in the net present value of an existing customer. Value of Customer Loyalty Source: Frederick F. Reichheld , Loyalty Rules! Customer Loyalty Net Customer Value Current customer relationship yields

21. What is in it for you? Increase Revenue Strengthen customer relationship with consultative selling Enhance customer satisfaction & repeat business Increase retention rates & profit– 85% (with services) vs. 62% (without services) Reduce competitive threats

22. Questions? Contact Information: Reseller Line 877-847-7000 x4095 Total Coverage Line 877-835-7000 [email protected] Video Test Sites: 64.126.109.100 913-693-8488