1. SC202 – Advanced Demo Training Sales Training Curriculum TC-202, Rev. 2

2. 2 LiveOps Training Curriculum Overview SALES Courses (SC) – SC101 – LiveOps Basic Sales Training Class – SC102 – LiveOps Advanced Sales Training Class – SC201 – LiveOps Basic Sales Demo Training SC201c – LiveOps Sales Demo Certification – SC202 – LiveOps Advanced Sales Demo Training SC202c – Advanced Demo Certification TECHNICAL Courses (TC) – TC401 – LiveOps Basic Technical Training – TC402 – LiveOps Advanced Technical Training & Troubleshooting – TC403 – LiveOps Network Design, Telephony & Security

3. SC – 202 Advanced Demo Training Agenda Advanced Demo Certification Feature List 1 - WebRTC Call7 - Multi-Channel Message Manager 2 - Web Service Request8 - Multi-Channel Dashboard 3 - Outbound Dialing Campaign9 - CRM Integration 4 - Voice Recognition IVR10 - Data Field Groups and Data Field Maintenance 5 - Multi-Channel Admin Settings11 - Engage and CRM Record Pop Out 6 - Multi-Channel Broadcasts12 - Agent Alert

4. 4 Introductions

5. WebRTC Calls

6. 6 GOAL: Demonstrate Receiving a Call via the WebRTC Integration in Engage Tenant Prerequisites – The LiveOps tenant must be pre-configured for WebRTC integration – Talk to your ProServices Project Manager to ensure Twilio/WebRTC is enabled for your tenant – “Configure > Call Center > Edit Call Center” Agent Prerequisites – The WebRTC Agent Attribute needs to be configured “User Accounts > Edit Users > [[Select your user]] > Edit > Administrative Tab” Ensure “Is Twilio Phone Number” is set to “Yes’ WebRTC Calls

7. 7 Agent Prerequisites (continued) – Demo Account Requirements The Agent must have a Twilio-provided DID – Warning: If the WebRTC/Twilio Agent Attribute is set to YES and you use a non-Twilio number you will NOT have telephony controls during the call – Fix: Set the WebRTC/Twilio Agent Attribute to NO when using a non-Twilio DID Auto-Answer – The LiveOps tenant might be configured to “Auto Answer” calls when using WebRTC » MC Admin > Admin > Core Config Console > Core Settings Tab > Voice Settings – Be prepared to explain if the “Auto Answer” feature is ON, that calls will be immediately “live”, and show the “End Call” button WebRTC Calls

8. 8 DEMO STEPS Place an Inbound WebRTC Call – Call into your demo number with the Agent in an “Inbound Available” state – The call will auto answer (or click the “Answer” button in Engage) – Show & describe the mid-call telephony features, click on the “End Call” button and show the disposition states WebRTC Calls

9. Web Service Requests

10. 10 GOAL: Demonstrate Sending in a Web Service Request & Responding with Engage Tenant Prerequisites – An Email Enquiry Form needs to be configured on the demo tenant – “Configure > Multichannel > Edit Multichannel” to open the MC Admin Portal – In the MC Admin Portal: “Admin > Enquiry Forms” – Web Service Request Example: https://public48.mc.hostedcc.com/losalesdemo/forms/WebServiceRequest https://public48.mc.hostedcc.com/losalesdemo/forms/WebServiceRequest Agent Prerequisites – Ensure that your demo account has the proper Channel Processing Rights and Skills for the Web Service Request – Web Requests come into the LiveOps system as Email messages – “Admin > User/Team Setup > [[Edit your user]] > Rights” Web Service Requests

11. 11 DEMO STEPS Inbound Web Service Request – Fill out the Web Service Request Form and click on the “Submit” button – Accept & respond to the Web Service Request email within Engage Web Service Requests

12. Outbound Dial Campaigns

13. 13 GOAL: Demonstrate and Explain LiveOps’ Outbound Dialing Solutions Tenant Prerequisites – The LiveOps tenant must have an “Outbound” Campaign created and configured – The campaign can be set to Progressive or Push Preview Agent Prerequisites – Ensure that the Agent’s User account has Outbound Agent Attribute set to Yes Outbound Dialing Campaign Attributes – The next several slides will help you understand and explain the details behind each of the Outbound Campaign tabs and attributes, including: – General Tab, Telephony Tab, Dialer Start/Stop Tab and Leads Tab Outbound Dial Campaigns

14. 14 The weight can be used to prioritize the order in which multiple Campaigns are dialed when there is a significant queue of leads The duration, in days, the lead will remain active The number of hours between call retry attempts Determines Single or AM/PM retry attempt Progressive or Push Preview Maximum number of re-dials per unique ANI before the system automatically expires the lead Message that appears to the agent in Phone Panel when call is connected Screen Pop URL Type

15. Outbound Dial Campaigns 15

16. Outbound Dial Campaigns 16 Time and day of the week dialer will be activated Start & Stop Dialer Daily DNC Periods Days NOT to call/Holiday Schedule

17. Outbound Dial Campaigns 17 Batch Uploads of Multiple Dial Lists

18. 18 DEMO STEPS Click through and discuss the attributes of each Tab – GENERAL Tab – TELEPHONY Tab – DIALER START/STOP Tab – POOLS Tab – LEADS Tab Upload a pre-made.CSV file into your list Click “Start Dialer” to start the Campaign – It will take approximately 2-4 minutes for the call to reach your agent – You should get a screen pop with the outbound information (Preview) – Must click “Dial Now” to dial the external number Outbound Dial Campaigns

19. 19 Tips and Tricks – Progressive & Push Preview Outbound Dialing are the only dialing types supported to date for Platform deployments (The drop down box shows more) – When uploading a dial list you can view a sample file by clicking on “Add Bulk Leads” – Then select “example CSV file” Outbound Dial Campaigns

20. 20 Tips and Tricks – When saving a.CSV list from a Mac using Excel, be sure to save it as a “Windows Comma Separated (.csv)” file type – When uploading the leads list, click “Choose File” – Checking “Allow all leads, regardless of other mitigating conditions” will allow the uploading of duplicate numbers – You must enter a descriptive Batch Name, then click “Upload Leads” Outbound Dial Campaigns

21. 21 Tips and Tricks – When showing a Progressive Dialer Campaign you will want to go to “Voice Outbound Only” mode by clicking on the phone icon – This will call your phone and initiate an “Open Line” – This keeps the agent talk path connected and enables rapid dialing Outbound Dial Campaigns

22. Voice Recognition IVR

23. 23 GOAL: Demonstrate an Inbound Voice Recognition IVR Call Tenant Prerequisites – The LiveOps tenant must be configured with a Voice Recognition IVR – This must be setup by LiveOps Professional Services Agent Prerequisites – Ensure that the demo account has the proper routing attribute set – “User Accounts > Edit Users > [[Select your user]] > Edit > Routing Tab” – Ensure “Voice Recognition IVR” is set to “Yes” Voice Recognition IVR

24. 24 DEMO STEPS: Dial 1-800-840-6671 to access the “Lightspeed Internet” IVR – On prompt #1 say “one” >> for Sales – On prompt #2 say “one” >> to find “Which package suits you best” – On prompt #3 say “one” >> to hear “Great Internet Packages” – On prompt #4 say “Light” to hear about the “Light-use package” – On prompt #5 say “Help me” – The call will be routed to your agent’s phone – The call will be listed as coming from the “Light Internet Usage Package” – Accept the inbound call via Engage – Participate in the post call survey after the agent hangs up the call Voice Recognition IVR

25. 25 Tips and Tricks – The Voice Recognition IVR has a LiveOps script pop-up window associated with it that can not be turned off – Tips: Simply close out the black window if it pops up, or Turn on the pop-up blocker on the web browser you are using, or Make a call into the Voice Recognition IVR prior to the demo and minimize the black window. – If you call into 1-800-840-6671 and on prompt #1 say “help me” The call will ring into the Agent Pool The black pop up window will not appear Voice Recognition IVR

26. Multi-Channel Admin Settings

27. 27 GOAL: Show and Explain Channel Priority, Grade Of Service Target, Grade of Service Interval, Wait Time Warning Interval & Max Concurrent Per User – In the MC Admin Portal, navigate to: “Admin > Settings > Channel Settings Tab” Channel Priority – Allows customers to prioritize their enabled channels with 1 being the highest (delivered 1st) & 100 being the lowest (delivered last) Grade Of Service Target – % of messages being processed within the Grade Of Service Interval (time) to achieve a 100% Grade Of Service (GOS) target Grade Of Service Interval – The amount of time that may elapse before the GOS threshold is exceeded Wait Time Warning Interval – Maximum time allowed for a message received into a channel before the wait timer appears in red (Message Manager) or Black (Engage Agent Dashboard) Max Concurrent Per User – The maximum number of interactions an agent can process per channel. These are tenant wide default settings. Individual Agents can be configured for greater or lesser numbers. Multi-Channel Admin Settings

28. 28 Chat has highest priority w/SMS 2 nd, voice 3 rd & email/phone/Facebook tied for 4 th 75% of SMS messages need to be answered within 5 minutes to achieve 100% Grade Of Service Maximum time allowed before the wait timer appears in red in the Message Manager and black on the Engage Agent Dashboard Maximum number of concurrent SMS interactions an agent can accept (3)

29. Multi-Channel Admin Settings 29 There is 1 SMS in queue that exceeds the 5 minute Wait Time Warning Interval & the Grade Of Service Target is 75% which is currently at 25% In order get the Grade Of Service Target back to 100% then 75% of SMS messages will need to be answered inside of 5 minutes

30. Multi-Channel Admin Settings 30 The longest queued SMS message is 19 minutes & 47 seconds which is outside of the 5 minute target time An Agent can hover over the longest queued time and see exact Grade Of Service currently. The target is 75% and SMS is currently at 25%

31. Multi-Channel Admin User/Team Setup

32. 32 GOAL: Show and Explain User Details, Rights, Skills & Processing Limits User Details – User ID – Unique Agent identifier – Agent Name – Name that will be displayed on the Engage interface when the Agent logs in – Pseudo Name – This is the name that will be displayed when the agent is web chatting with a customer rather than their real Agent Name – Email Address – Agents Email Address – User Type Admin – Access to Message and Operations Console, Reporting and System Admin Console General – Typical agent access Team Leader – Access to Message and Operations Console, Reporting and restricted access to the Admin Console. Can be configured so they see the Message Manager for messages from their team’s skills. – Team – Select the team that the user belongs to. This information is used for Reporting, the Dashboard view and will determine who is able to QA this users messages. – Status – Active or Inactive – QA Status (%) – % of agents interactions that will be sent to QA User for review before being sent – Ext. Agent ID – Field that stores an alternate identifier for this user – Time Zone – Agent time zone will reflect the date and time stamp that messages have been sent and received Multi-Channel Admin User/Team Setup

33. 33 MC Admin Portal: “Admin > User/Team Setup > [[Edit your user]]” Multi-Channel Admin User/Team Setup

34. 34 MC Admin Portal: “Admin > User/Team Setup > [[Edit your user]] > Rights” – Access – Which components of the MC Admin interface the user has access to – Channel Processing Rights – Which channels an Agent has access to – Other: Automatic Message Delivery – Messages are automatically pushed to the user QA Capable – Allows User to QA messages and they only receive QA messages Enable Agent Alert – Enables auditory and visual alerting to agents for new work offers and chat updates Multi-Channel Admin User/Team Setup

35. 35 MC Admin Portal: “Admin > User/Team Setup > [[Edit your user]] > Skills” – Checkboxes determine which skill set this user is assigned to Multi-Channel Admin User/Team Setup

36. 36 MC Admin Portal: “Admin > User/Team Setup > [[Edit your user]] > Processing Limits ” – Allows per channel processing limits for a User with the Global Default comparison Multi-Channel Admin User/Team Setup

37. Multi-Channel Admin Keywords

38. 38 GOAL: Show and Explain Keyword Setup, Priority, Match Type, Keywords, Auto Response, Output State, Message Priority, Category/Subcategory, Channels & Processing Rules – MC Admin Portal: “Admin > Keywords” Priority – Messages are processed by priority – Note – if there are two keywords in one message, this priority value will be used to identify which rule should be applied Match Type – This is where the message will have a keyword or phrase that conforms to the match types: Equals, Contains, Ends With, Regular Expressions or Starts With Keywords – The keywords or phrases used to match Multi-Channel textual messages Auto Response – Message that is automatically sent to the customer when the match type is successful Multi-Channel Admin Keywords

39. 39 Output State – Agent Router – Message needs further Agent processing after auto response has been sent – Send Auto Response – Further Auto Response rules by time may apply to the message – Message Closed – No further action is required – Skill Assignment Handler – Route the message according to assigned skill Message Priority – Increase or decrease message priority based on keyword criteria. Priority values are between 0 and 255 Category/Subcategory – Categorizes keyword search to proper Output State. Subcategory defines more specific match Channels – Select which channels the keyword switch applies to Processing Rules – Process – Cleans text of non-alphanumeric characters as well as changing text to the same case prior to looking for match. – Fuzzy Match – allows for less than 100% match to be considered successful. This is particulary useful when you want to the keywords to be case insensitive – e.g. alert, ALERT, Alert – Fuzzy Matching % – based on the minimum number of operations needed to transform one keyword into another; where an operation is an insertion, deletion, or substitution of a single character. Multi-Channel Admin Keywords

40. Editing a rule: 40

41. Multi-Channel Broadcasts

42. 42 GOAL: Show and Explain Broadcast, Channel Selection, Customer Groups, Email Content, SMS Content, Sending Options, Preview & Confirmation & Campaign Dashboard – MC Admin Portal: “Broadcasts > New Broadcast” Multi-Channel Broadcasts

43. 43 Step 1a: Define your Broadcast – Mode – Select Channels – Allows the Broadcast to be configured on a per channel basis Default Channel Only – Will send the message only to the customer record’s specified default channel – Express – Sends the Broadcast to both Email and SMS if available within the customer record – Single Channel Plus Backup – Broadcast message will be sent to customer record’s default channel and if a broadcast failure is detected it will resend the message on the alternate channel Multi-Channel Broadcasts

44. 44 Step 1b: Define your Broadcast – Customer Groups – Customer records can be categorized into groups or individual customers can be added via the “Notification Customers” search field Multi-Channel Broadcasts

45. 45 Step 2a: Define Channels – Email Content – Email messages can be created with attachments, tracked URL’s and Subscription Links Multi-Channel Broadcasts

46. 46 Step 2b: Define Channels – SMS Content – SMS messages can be created with up to 160 characters before SMS truncation will occur. Multi-Channel Broadcasts

47. 47 Step 3: Select your sending options – Define when the Broadcast will be sent and how many messages per hour Multi-Channel Broadcasts

48. 48 Step 4: Preview & Confirmation – Review Broadcast parameters as well as email & SMS Content Multi-Channel Broadcasts

49. 49 Campaign Dashboards – MC Admin Portal: “Broadcasts > Campaign Dashboard” – Dashboard Tabs Snapshot Recipient Summary Link Click Summary Bounce Summary Multi-Channel Broadcasts

50. Multi-Channel Message Manager

51. 51 GOALS – Show and Explain Queued items & how to manually close the interactions – Explain how to divert a message to another skill assignment – Show and Explain how to reset/re-queue messages that are assigned to agents – MC Admin Portal: “Message Manager” Multi-Channel Message Manager

52. 52 Show and Explain Queued items & how to manually close the interactions – Show Skills, Queue, Category/Subcategory, Channel, select a message, Assign To and Close a message Multi-Channel Message Manager

53. 53 Show and Explain how to reset Messages that are assigned to agents – View Assigned Messages & select message and Reset Multi-Channel Message Manager

54. Multi-Channel Dashboard

55. 55 GOALS – Show and Explain The Multi-Channel Expanded Dashboard – Click on the Queued Items to move to the Message Manager – Click on the Dashboard Button to move back to the Multi-Channel Dashboard – MC Admin Portal: “Dashboard” Multi-Channel Dashboard

56. 56 Show and Explain The Multi-Channel Expanded Dashboard – Click on the Queued Items to move to the Message Manager Multi-Channel Dashboard Click on “View” to preview content Click to change channels

57. 57 Show and Explain The Multi-Channel Expanded Dashboard – Click on the Dashboard Button to move back to The Multi-Channel Dashboard Multi-Channel Dashboard Expand and collapse Channel Info

58. CRM Integration

59. 59 NOTE: CRM Integration is a NEW feature and is available in Engage and Multi-Channel admin version 1.4 and above GOALS: Show and Explain: Settings, Contact Config, Lead Config, Interaction Config & Sync tabs CRM Integration

60. 60 Show and Explain: Settings Tab CRM Integration

61. 61 Show and Explain: Contact Config Tab CRM Integration

62. 62 Show and Explain: Lead Config Tab CRM Integration

63. 63 Show and Explain: Interaction Config Tab CRM Integration

64. 64 Show and Explain: Sync Tab CRM Integration

65. Data Field Groups and Data Field Maintenance

66. 66 GOALS – Show and Explain the Data Field Groups & Data Field Maintenance tabs – Explain how they integrate into the Engage CRM interface Data Field Groups and Data Field Maintenance

67. 67 Show and Explain: Data Field Groups Tab Data Field Groups and Data Field Maintenance

68. 68 Show and Explain: Data Field Maintenance Tab Data Field Groups and Data Field Maintenance

69. 69 Show and Explain: Engage CRM Interface and Data Fields Data Field Groups and Data Field Maintenance

70. Engage and CRM Record Pop Out

71. 71 NOTE: CRM Record Pop Out is a NEW feature and is available in Engage and Multi-Channel admin version 1.4 and above GOAL: Show and Explain – Record Type – Status Type – CRM Generated CustomerRef1 Number – Custom Engage CRM Fields – “Pop Out” button within Engage – Engage Interactions object within the CRM Contact or Lead – Direct access to CRM Opportunities & Cases – Show Channel, Handled By, Message Direction & Message Text in an Engage Interaction Engage and CRM Record Pop Out

72. 72 Show and Explain – Record Type – Allows an Agent to determine if the Record is a Contact or Lead. – Status Type – Allows an Agent to determine if a Record is Active or Inactive. – CRM Generated “CustomerRef1” Number – Customer Record number that is generated by the integrated CRM (e.g. Salesforce.com) – Custom Engage CRM Fields – Custom Engage fields that can be integrated to backend CRM systems or function as a stand alone CRM. Engage and CRM Record Pop Out

73. 73 Show and Explain: CRM Record Pop Out button Engage and CRM Record Pop Out

74. 74 Show and Explain: Engage Interactions Object Engage and CRM Record Pop Out

75. 75 Show & Explain: Direct Access To CRM Opportunities and Cases Engage and CRM Record Pop Out

76. 76 Show and Explain: Engage Interaction Channel Handled By Message Direction Message Text Engage and CRM Record Pop Out

77. Agent Alert in Engage

78. 78 GOAL: Show & Explain the Options button w/Agent Alert Settings – Options Button – Click on the Options button – Notifications Explain the Desktop Notification and Audio Alerts options – Agent Alert – Show Agent Alert by going to Multichannel mode and waiting for interactions – Chat Updates – Show Agent Alert of Chat Updates by running two separate web chat sessions Agent Alert in Engage

79. Thank you! Questions & Answers