8x8 2011 Annual Report Download - page 6

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address translation (“NAT”) traversal firmware for the customer premise equipment. As a result, we are able to
update the software functionality of our services without third party assistance and limit the distribution of our
unique customer premise equipment features such as NAT traversal to customer premise equipment that is sold in
conjunction with our services. We were the first VoIP service provider to ship two-way video-enabled hardware,
and our 8x8 Virtual Office services are among the most feature-rich hosted VoIP business services in the
industry.
• Offer the best possible service and support to our customers with a world class customer support organization.
We have an established call center and customer support group at our headquarters in Sunnyvale, California and
outsourced call center operation located in Santa Maria, California. We also have invested in significant upgrades
to our existing back office infrastructure to enhance the support we can provide to new and existing subscribers,
as well as our distribution partners. Our strengths include customer service from technically sophisticated
customer service agents providing support from onshore facilities located in California.
Our 8x8 Services
Our services work over virtually any high-speed Internet connection worldwide to allow calls to or from any phone in the
world, whether that phone is an IP phone, a mobile phone or a PSTN phone. 8x8’ s service utilizes IP customer premise
equipment to enable plug and play installation and a familiar dial tone user interface. The 8x8 service also uses web-based
technologies to enable unified communications services such as web conferencing and Internet fax as well as account setup,
account management, billing and customer support. We have developed proprietary implementation of standards-based
technologies underlying our 8x8 service, which works with third party carriers to terminate VoIP calls on the PSTN network.
As part of the 8x8 service, we currently resell IP telephones and videophones which utilize derivatives of our licensed
semiconductor technology and unique software modifications to the protocol and application code that enable them to connect
to the 8x8 IP services platform. We continue to enhance and develop new functionality in the software code that is embedded
in these devices.
8x8 Virtual Office Business Telephone Service
Our 8x8 Virtual Office business telephone service was launched in March 2004 and is targeted at the small and medium-sized
business market. 8x8 Virtual Office is an affordable, easy-to-use alternative to traditional PBX systems or Centrex class
services from legacy telecommunications providers that offers features and services neither provide. 8x8 Virtual Office allows
users with a high-speed Internet connection anywhere in the world to be part of a virtual PBX that includes automated
attendants to assist callers, conference bridges, extension-to-extension dialing and ring groups, in addition to a rich variety of
other business class PBX features normally found on dedicated PBX equipment. 8x8 Virtual Office extensions do not require a
dedicated communications infrastructure. The service is received through an office’ s existing Internet connection, thus
eliminating the need for additional phone lines or digital subscriber lines for extensions, in contrast to traditional Centrex or
PBX products. The service is provided by 8x8 software that runs on computing platforms located in our data centers.
8x8 Virtual Office subscribers have the ability to choose any phone number available to 8x8 subscribers regardless of a user's
geographic location. Subscribers also can port numbers, including toll-free numbers, from other service providers at no
additional cost. Each extension in the virtual PBX can be located anywhere in the world with high-speed Internet access. 8x8
Virtual Office extension-to-extension calls and transfers are accomplished over the Internet, anywhere in the world, free of
extra charges to third party telecommunications carriers. 8x8 Virtual Office offers the following essential services for small and
medium-sized businesses:
• Auto-attendant providing dial by extension, name or group;
• Unlimited calling to the US, Canada, 20 additional countries and other 8x8 subscribers, as well as low
international rates;
• Unlimited 8x8 extension-to-extension dialing anywhere in the world;
• Direct Inward Dial (DID) phone number with any desired area code for each extension;
• Conference bridge, 3-way calling, music on hold, call park/pick-up, call transfer, hunt groups, and do not disturb;
• Business-class voice mail including email alerts and direct transfer to mailbox;
• Call waiting / Caller-ID;
• Distinctive tone ringing, and
• Optional receptionist console application offering:
o Multiple call viewing and handling;