Launch Methodology © LiveOps, Inc Proprietary and Confidential LiveOps Professional Services

LiveOps Confidential2 The Four Phase Approach Phase 1 : Requirements Review  Understand the objectives & requirements for the call center solution  Phase Gate Review and Sign Off Phase 2 : Call Center Design  Define overall design including key elements to be developed/configured  Phase Gate Review and Sign Off Phase 3 : Implementation/Training  Implement key components, training, and mentoring for CC configuration  Phase Gate Review and Sign Off Phase 4 : Launch & Support  Deliver a smooth, supported launch experience  Project Post Mortem – Lessons learnt for continuous improvement  Phase Gate Review and Sign Off Across Phases:  LiveOps Program Management Phase 1 : Requirements Review Phase 2 : Call Center Design Phase 3 : Joint Implementation Phase 4 : Launch & Support

Phase 1 : Scoping the Solution Understand the objectives & requirements for the CC solution LiveOps Confidential3 Phase 1 : Requirements Review Phase 2 : Call Center Design Phase 3 : Joint Implementation Phase 4 : Launch & Support Entry Criteria Initial customer objectives & requirements Historic information on existing solution Business case/ROI(if applicable) Provide Pre-Implementation Questionnaire/Checklist Phase 1 Steps Identify roles and responsibilities Analyze and finalize customer requirements Evaluate current call flow & routing Determine required call center components and access Build Design and Implementation Plan Exit Criteria Deliver requirements document Deliver high level draft of project plan Exchange contact information Submit request to build Call Center Tenant/Test Numbers/Groups/Permission/P adlocks and Logo Critical Success Factors Access to key client resources - personnel and information Objectives clear relative to current environment (functionality to maintain/improve)

Phase 2 : Call Center Design Define design inc. key elements to be developed & configured LiveOps Confidential4 Phase 1 : Requirements Review Phase 2 : Call Center Design Phase 3 : Joint Implementation Phase 4 : Launch & Support Entry Criteria Finalized requirements document High level draft of project plan Signed Contract Defined reporting objectives Phase 2 Steps Telecom solution design Call Flow/Campaign Design Integration Design (if any) Scheduling resources from Client and LiveOps Exit Criteria Deliver finalized design documentation Deliver final implementation project plan with timelines / resource availability Design signoff Schedule Training Critical Success Factors Locking down the scope of the project Commitment from all stakeholders to spend time on designing the solution

Phase 3 : Implementation Implement key components, training, & mentoring for CC config. LiveOps Confidential5 Phase 1 : Requirements Review Phase 2 : Call Center Design Phase 3 : Joint Implementation Phase 4 : Launch & Support Entry Criteria Signed-off Design Documentation Final Implementation project plan with timelines / resource availability Provide customer access to call center Phase 3 Steps LiveOps Admin/Supervisor Training Agent Train the Trainer Configuration mentoring Q&A / Support Cutover Planning Customer Record and upload audio Configuration Carrier Routing Agreements Test Exit Criteria Deliver completely functional hosted call center meeting client requirements Finalized cut-over plan Schedule introductory call with LiveOps Customer Support Critical Success Factors Availability of client administrators for training and configuration Use of hosted call center platform to gain expertise in routing Availability of other resources from LiveOps / Client

Phase 4 : Launch and Optimization Deliver a smooth, supported launch experience LiveOps Confidential6 Phase 1 : Requirements Review Phase 2 : Call Center Design Phase 3 : Joint Implementation Phase 4 : Launch & Support Entry Criteria Finalize Telco Contract/Agreements and Routing with Carrier Completion of Training and UAT Phase 4 Steps Phase migration of client traffic Validate reporting data Support any issues that may come up. LiveOps CSC comes to speed on the implementation Validate performance against KPI and success metrics Exit Criteria Successful Launch Achieve desired metrics Deliver finalized process for optimization Support Portal Account Setup and complete hand-off Complete Project Post Mortem Critical Success Factors Successful agent and supervisor training Thorough detailed launch plan with roll-back contingencies

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