Product/Technology/Architecture Overview September 2012

Important Milestones  2000 – LiveOps founded in Florida  2001 – Callcast founded in California  2003 – LiveOps/Callcast merger  2004 – LiveOps becomes largest direct response (DR) call center  2005 – SaaS business launched, Red Cross relief  2006 – First large non-DR Agent Clients (Pizza Hut)  2007 – Tier 1 SaaS Customers (Fidelity, Accenture)  2008 – Marketplace/LiveWork initiative, PCI Compliance, Idol Gives Back  2009 – Enterprise Agent Business solidified, continued DR & SaaS growth  2010 – REST API and Salesforce.com integration launched  2011 – Completed acquisition and integration of Datasquirt for multichannel  2012 – Opened EMEA Voice PoP, started APAC Voice PoP project © 2009 LiveOps, Inc.2

1 - Agent connects to LiveOps Platform using web browser. Phone panel connects to Presence Server using persistent TCP connection. Presence server loads agent attributes from Local Data Store. 9 – If no agent available Call Manager places caller in Queue IVR. On agent availability, Call Manager chooses best available agent. Notification and screen pop delivered to agent via Presence Server connection. 3 – IVR or Enterprise Routing Engine send call data to LiveOps Transfer Data Service. TDS returns TFN for transfer. 4 – Call transferred by premise equipment to LiveOps. Call terminates at LiveOps Media Gateway which translates signaling to SIP and voice to RTP G.711. Incoming call load balanced by SIP Proxy to an available Call Manager. 5 – Call Manager establishes conference through Media Server. Media Server is responsible for managing RTP legs, mixing audio, and recording call to disk. 6 – Call Manager loads Campaign configuration based on DNIS from Local Data Store and attached data using DNIS/ANI pair from TDS. 7 – Call Manager connects to LiveOps IVR server for messaging, caller segmentation, etc. Media Server for IVR plays prompts, records, detects & generates DTMF. 10 – Call Manager establishes new call leg to agent. Agent leg is placed into Media Server conference. Agent can use Phone Panel for call control. 8 – Call Manager uses multicast protocol to perform distributed agent search. Presence Servers respond with best agent based on availability and Pool membership. Tunnel allows search across multiple data centers. 11 – On call completion, call recordings are transcoded and transferred to permanent storage. Call detail record is moved to Data Management System for warehousing and reporting. 2 – Customer dials TFN and is connected to a hosted or customer premise IVR or a customer premise Enterprise Routing Engine (Cisco, Genesys, etc.). Telephony Platform: Lifecycle of a Call Copyright © 2008 LiveOps, Inc. | Private and Confidential 3 3 Traditional TDM Carriers Advanced IP Carriers Leased IP Networks Media Gateway SIP Proxy Media Server Media Server Call Manager IVR Server Presence Server Tunnel Recycler Dubber Call Recording Storage Data Management System Local Data Store Hosted or Premise IVR Transfer Data Service Customer Enterprise Routing Engine Agent Web Applications TDM SIP RTP Multicast Data Web/Presence Encrypted Session Data Session ID ANI DN Encrypted Session Data Session ID ANI DN Session Data Session ID ANI DN Session Data

Engineering Philosophy  We are always available to take a call  Highly distributed system with limited scope of failure of independent components  Releases and changes happen with systems online – no scheduled downtime  Application distributed to multiple data centers  Multi-tenancy with shared infrastructure  Agile software development  Ship early and refine  Open Source preferred over proprietary/commercial  Legal review of all open source projects used © 2009 LiveOps, Inc.4

Primary Systems © 2009 LiveOps, Inc.5 Copyright © 2008 LiveOps, Inc. | Private and Confidential 5  Inbound Call Routing  Outbound Dialing  Queuing  IVR  Call Recording  CTI  Presence Management  Call Center Administration  Reporting & Monitoring  Quality Management  Communication  Workforce Management  Hardware & Software Standards  Network Infrastructure  Data Center Management  Carrier Relationships  Capacity Management  Ops and NOC Process

Tech Survey – Telephony and Presence  All components native to LiveOps  Mostly Java-based components  One exception: Media Server (C++)  SIP stack built and maintained in-house  All components are redundant and load balanced  Call Manager  Executes call flows  Performs whole-call recording  IVR  For self-service, plays announcements, menus, etc. into the call  Presence  Tracks availability of agents for work assignment  SIP Proxy  Manages assignment of inbound calls to call managers  Ensures proper routing of outbound calls via proxy rules © 2009 LiveOps, Inc.6

Tech Survey – Web Applications  LAMP stack (general admin apps)  Perl/Mason under Apache 1.3/mod_perl  Ruby on Rails under Apache 2/Passenger  Windows Server stack (agent applications)  IIS  ASP.NET © 2009 LiveOps, Inc.7

Tech Survey – Data Management  Database: MySQL 5.1 (MyISAM and InnoDB)  Configuration Data  MySQL – e.g. ccconf, callflow, nexus databases  Slow changing, relatively small in size  Application Data  MySQL – e.g. ccroute, ccoutbound databases  Call managers, API servers  Comparable read/write frequency, bounded growth  Historical Data  MySQL – cclog and datamart databases  Hadoop, ActiveMQ – fine-grained event/log data pipeline  GreenPlum – distributed analytical database  Ever growing, relatively large in size  Real-time Data  RTM pipeline – scalable delivery to RTM dashboards  Rapidly changing, relatively small in size © 2009 LiveOps, Inc.8

APIs & Integration  Desktop JavaScript API  For integration with browser-based agent client apps  Full control of agent capabilities (presence, call handling, etc.)  Platform Services API (PSAPI)  User and configuration management  Live call control  Data transfer and statistics access  Data Exchange  Data dips for intelligent routing  External record creation and update  Bulk data export and import (reporting and configuration data)  Configuration driven  Developer Portal  API documentation  Sample code  Developer support © 2009 LiveOps, Inc.9

Questions?

Integration Architecture © 2009 LiveOps, Inc.11 LiveOps Infrastructure Routing Reporting Recording Common Components

LiveOps Infrastructure Routing Reporting Recording Common Components Integration - Core © 2009 LiveOps, Inc.12 Integration Core Data Access Dist. Memory Logging Security Configuration Scheduling Monitoring Channels Presence

Integration – Data Exchange © 2009 LiveOps, Inc.13 LiveOps Infrastructure Routing Reporting Recording Common Components Integration Core Data Access Dist. Memory Logging Security Configuration Scheduling Monitoring Channels Presence Data Exchange Adapters (Salesforce, ReST Web Services, etc.) Transformation Configuration Response Request External Web Services

Integration – PSAPI © 2009 LiveOps, Inc.14 LiveOps Infrastructure Routing Reporting Recording Common Components Integration Core Data Access Dist. Memory Logging Security Configuration Scheduling Monitoring Channels Presence Data Exchange Adapters Transformation Configuration PSAPI Routing Methods Configuration Methods Reporting Methods

Integration – Applications © 2009 LiveOps, Inc.15 LiveOps Infrastructure Routing Reporting Recording Common Components Integration Core Data Access Dist. Memory Logging Security Configuration Scheduling Monitoring Channels Presence Data Exchange Adapters Transformation Configuration PSAPI Routing Methods Configuration Methods Reporting Methods Applications LiveOps Apps (Web Callback, Proactive Chat, Agent Panels, Dashboards, etc.) Custom Apps

Roadmap: Regional DC Expansion © 2009 LiveOps, Inc.16