Cloud Contact Center Software Checkpoint Meeting For

2 Agenda Reassessment of Goals and Success Criteria Review Call Statistics and Reporting Identify Concerns and Review Open Cases Compliance Review Post Implementation Evaluation Timeline Review Support Channels

3 Goals and Success Criteria Reassessment Is the Five9 VCC working as expected? – Do you think your Goals have changed? Rate the success of Implementation Seat Ramp and Business Growth

4 Call Statistics and Reporting Review Five9 Standard Reports – Agent State Details by State – Campaign Disposition Summary – List Status Summary (outbound campaigns) Additional reporting needs? Data Retention Policy – 30 days (Call Recording); 60 days (Call Log); 120 days (CRM data) – Use Scheduled Reporting – Option to send reports to FTP

5 Concerns and Open Cases Review Open Cases – – Five9 Admin Certification increases priority of Opened Cases Any outstanding concerns? Report Issues or Concerns to: – Implementation Manager: – Direct Number: – Customer Support Hotline: (866) – 553 – 1459

6 Compliance Review Drop Call % - Outbound Campaign Settings – Is there a change in the configuration? – Dialing Mode: – Monitor Drop Call %: – Call Recording : – DNC Opt-out: System Maintenance Schedule – Wednesdays and Saturdays starting 10 pm PST.

7 Post Implementation Evaluation Free consultation service Conducted by Account Management Engineer Proposed Schedule – Schedule option 1 – Schedule option 2 – Schedule option 3

8 Timeline Review Post Implementation Evaluation 2 nd Checkpoint meeting - Five9 Admin Certification Implementation Satisfaction Survey

9 Support Channels Implementation Manager (IM) – Point of Contact for any issue during implementation – Availability: – Phone # (925) xxx-xxxx| Customer Support – Technical issues, or when the Implementation Manager is unavailable. Handles all VCC concerns after optimization – Availability: 24x7 – Phone # (866) |

Cloud Contact Center Software Thank You 10