Cloud Contact Center Software Kickoff and Discovery Meeting For Date

Agenda Roles and Responsibilities (3 min) Implementation Methodology (2 min) Call Center Requirements (30 min) Account Settings Review (10 min) Network and Equipment Readiness (3 min) Timeline and Process Review (15 min) – Overall Timeline / Process Overview – Training – Optimization Overview Contact Information (3 min) Next Steps / Action Items Review (10 min) Time Limit (60-90 minutes) 2

3 Roles – Five9 Team Implementation Manager -Call center design and roll-out -Training Implementation Manager Supervisor - -Project Implementation feedback Account Manager - -Changes to account -Billing concerns Product Support -Urgent technical issues when Implementation Manager is not available Use this if you are the only IM on the project. DELETE THE NEXT SLIDE 3

4 Roles – Five9 Team Solution Architect -Initial Discovery and Solution Architecture Implementation Manager -Day to Day contact -Roll-out support -Training Implementation Manager Supervisor- -Project Implementation feedback Account Manager - -Changes to account -Billing concerns Product Support -Urgent technical issues when Implementation Manager is not available Use this IF there is a Solution Architect on the project. DELETE THE PREVIOUS SLIDE 4

5 Roles – Customer Team Primary Technical Contact -Configuration -Maintenance Notifications Primary Business Contact -Decisions for Account changes involving payment or additions Trainer -Responsible for training team members 5

6 “Battle-Tested” Implementation Methodology 5 DAYS 30 DAYS 6

Call Center Requirements Review 7

Overview Of Your Business and Requirements Short Description of Business Target ‘Go-Live’ date? How many users/agents on ‘Go-Live’ date? 30 days post ‘Go-Live’? 90 days from now, what would show measurable success? If leaving another vendor, were there specific pain points? What are your plans for the Five9 scheduled maintenance? (For 24/7 Inbound capable domains ONLY) 8 8

The Five9 Deployment Quadrant 9 B2B B2C Less than 10 seatsMore than 10 seats Only Use this slide if customer is PRIMARILY OUTBOUND Number of Agents You Are Here You Are Here 9

Outbound Calls Dialer dials a phone number for the agent Dialer Connects the CALL to the Agent End of Call 10

Outbound Calls Dialer dials a phone number for the agent Campaigns Automatic or Manual Dialing List Source Voic Actions 11

Outbound Calls Dialer Connects the CALL to the Agent Collect information (External CRM or Five9) Telephony Functions (Hold, Transfer etc.) Call logging Voic Processing Setting callbacks 12

Outbound Calls End of Call Dispositioning the call Dialer action based on disposition *Redial, Do Not Call, Do Not Dial Until After x days/hours/mins 13

Inbound Calls Callers Dial in Inbound Call Sources Call routing requirements IVR Hold Times / Prompts Voic options if agents are not available 14

Inbound Calls Call Connects To Agent Collect information (External CRM or Five9) Telephony Functions (Hold, Transfer etc.) Call logging Voic Processing Setting callbacks 15

Inbound Calls End of Call Dispositioning the call Other after call work tasks 16

17 Your Virtual Contact Center Order Review Infrastructure Account Number Five9 Domain Name Five9 Service VCC Agent VCC Supervisor VCC Administrator VCC Outbound Lines VCC Inbound Lines VCC Recording Ports Five9 Local DID VCC Max Contact Fields VCC Max Running Campaigns VCC Max Skills Five9 Failover Domain Name (for 24/7 Inbound capable domains ONLY) 17

18 Network and Equipment Readiness Network Assessment Status – Passed on MM/DD – If ‘In Progress’ When can we schedule NAT? Required to pass NAT before going live. Workstations and Headsets – Compliance with Five9 Technical requirements Java version Browser

Timeline and Process Review Billing Cycle: Starts on Account Activation Training Schedule Next steps and next meetings 19

20 Product Training IM-Led Training Implementation Manager facilitates the training; focus is on the call center design Train-the-Trainer model May occur over several sessions Self-Paced Online Training Free materials/training videos available on the Five9 website Free certification exam Certified accounts have *priority* routing to Tier2 Product Support 20

21 Optimization Overview: Fine Tune Your Configuration 3 Checkpoint Meetings – Scheduled weekly by Implementation Manager – Re-assessment of Goals and Success Criteria – Review Call Statistics and Reporting – Identify Concerns and Review Open Cases – Compliance Review Post Implementation Evaluation – Free consultation service to review configuration to further optimize solution An “extra pair of eyes” – Conducted by Account Management Sales Engineer – Scheduled after 1 st Checkpoint Meeting 21

Contact Information Implementation Manager (IM) Point of Contact for any issue during implementation Availability: Phone # (925) | Supervisor Name: Denice Navarra Higher level PoC at any time during implementation Phone # (925) | 22

Contact Information (con’t) Supervisor’s Manager Name: Resty Almojuela Even higher level PoC during implementation Phone # (925) | Customer Support Technical issues, or when the Implementation Manager is unavailable. Handles all VCC concerns after optimization Availability: 24x7 Phone # (866) Opt. 1| 23

Next Steps and Action Items 24

Cloud Contact Center Software Thank You 25