Modernizing Your Contact Center Jim Nystrom Vice President, Five9 October 2016

74% of customers say that companies don’t meet their desired timeline for delivering service mobile & web first mindset Insert data points from ICMI highlighting new & diff stats of consumer behavior The Modern Consumer Over 50% of customers found their most recent service experience to be difficult 62% of customers would describe their most recent service experience as inconvenient

Visual IVR Summer’2014 Features Benefits End customer access Contextual queue routing Voice or chat connectivity Assisted care Contextual screen pop Administration Operational and supervisor reporting Benefits Lower wait times to talk to agent Call avoidance & right channeling More accurate routing Reduced time to answer with passing of context ----- Meeting Notes (10/29/14 12:14) ----- Dont believe that this is for them but want to have authenticated

Visual Customer Feedback Summer’2014 Features Customer sentiment collected “at the moment of truth” Assisted and self-service Comprehensive reporting Benefits More timely and accurate customer feedback Survey across channels Actionable CSAT information

Visualize The Modern Customer’s Journey awareness research purchase use & support renewal & advocacy

Technology Silos awareness research purchase use & support contact center proprietary system crm website marketing automation erp social awareness research purchase use & support renewal & advocacy

What if… awareness research purchase use & support renewal & advocacy personalized predictive proactive aware awareness research purchase use & support renewal & advocacy

The Five9 Omnichannel Solution Engage on all channels, seamlessly, passing context & history Enable digital transformation with rich customer insights Predict & Personalize Engagement with analytics Amplify the power of your contact center by leveraging the entire organization Summer Release 2016

Five9 Summer Release 2016 Modern and Consistent Modern Agent Experience Simply Smart Agent Experience (Interaction focused) State of the art user experience Cockpit-like agent controls Browser based HTML5 and javascript Consumer Power Choice of channels for the consumer Modern interface for digital channels Visual IVR Interaction

GET THE FULL PICTURE Lifetime customer journey and history provides rich context UNDERSTAND QUICKLY See customer sentiment and topics at a glance PERSONALIZE SERVICE Tailor the conversation based on the customer’s journey

Agent Empowered + Consumer Centric

Questions?