five9 confidential 1 the five9 virtual contact center tm

1Five9 Confidential

The Five9 Virtual Contact CenterTM

2Five9 Confidential

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3Five9 Confidential

Agenda

• Solution Overview• Five9 Agent Interface• Five9 Administrator Interface• Five9 Supervisor Interface• Example Reports• Technical Requirements

4Five9 Confidential

About the Five Solution

• The Five9 Virtual Contact Center was built from the ground up to be fast and simple to deploy, easy to learn, scalable and geographically independent

Low Entry CostsEase of Configuration and ManagementStraightforward and robust user interfaceShort Deployment Period

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The Five9 Virtual Contact Center™

• On-demand, VoIP hosted solution

• Offers complete telephony functionality

• Provides capacity on demand

• Fast ROI

Provides all the benefits of a premise-based ACD WITH no hardware, no software, no phone lines!

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Example Deployment – Softphone

Customer to be

serviced

Public Public NetworkNetwork

Inbound/Outbound PSTN Calls

VCC Data Center

Five9 Voice and CTI Traffic

InternetInternet

Internet Router

Cable Modem, DSL Router, etc.

Five9 Home Agent

Five9 Agent 1

Five9 Agent 2

Five9 Agent 3

•ACD/IVR•CTI•Dialer•Reporting•VoIP Server•PSTN Gateway

The Five9 Data Center houses all of the VCC technology, servers, databases, and the telco and Internet connections. The major contact center components are:

Leveraging Five9 VoIP, Agents can be located anywhere in the world and connect to Five9 with NO toll charges…

Because Five9 provides all the phone lines, customers do not need to purchase (or wait for) any additional lines from their telco carrier

Between the Data Center and your agents, Five9 manages both voice and CTI traffic via your Internet connection (bandwidth requirements are about 50K per agent when using our Softphone)

With a USB headset, the Five9 Agent Desktop includes all call controls and a Softphone – no other hardware is required

And Five9 Agents can be located anywhere there is a broadband connection and appear as if they are all part of the same Contact Center

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Five9 Demo

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Agents control their availability and can go from “On Break”…

…to “Ready” with just one click

Options to put the call on Hold, Chat with other agents, and Record live calls are built into the agent interface…

…including a built-in PC-Based Softphone

And with the built in Contact Manager, contact information fields can be customized to display the correct field values (in this demo, all fields from email through case ID are custom fields)

The interface also includes an area for Agents to make and save notes

Five9 Agents can also transfer to other Agents, Skill Groups, even to 3rd party numbers for verification services or for hot lead transfers

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Five9 Agent

Call Arrival Notification

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Five9 Agent

Call Arrival Notification

Agent is in “Ready” state as call arrives…

When a new call arrives, the Call Notification Screen pop is automatically launched with the caller’s contact information (if available)

The Call Notification Screen pop will also display which Campaign the call is coming from (useful when agents are taking calls from multiple Campaigns)

The Five9 CTI Server will also display if it is an Inbound call or if it was generated buy the Five9 Outbound Dialer

For Inbound calls, if there is a match for the Caller ID (ANI), Five9 will automatically display all of the available contact information

For calls generated by the Five9 Dialer, the system will automatically screen pop the contact/list data that was uploaded when you created your outbound telemarketing lists


Five9 Agent

Dynamic Scripting


Five9 Agent

Dynamic Scripting

Each Five9 Campaign can be customized with a unique Script that will automatically launch when the call arrives

Scripts can be created in plain text or HTML and can have data from the customer contact information dynamically inserted into the content

Five9 also includes a question & answer Worksheet utility for collecting customer information. Both questions and answers can be customized to fit the flow of conversation and to collect the correct customer input.

Possible customer answers can be selected from pre-programmed options, and different answers can be customized to lead to separate questions based on data collection/qualification requirements

In this case, if the customer says “YES”, the system will skip to the next qualifying question. If they say “NO”, it will skip to a question asking how much their taxes and insurance cost


Five9 Agent

Callback Scheduler


Five9 Agent

Callback Scheduler

If a caller requests that an agent contact them at a later date, Five9 includes a built-in Callback Scheduler

The Callback Scheduler lets an agent pick a time and date to call the customer back

At the scheduled time, that Agent will be notified they have a scheduled call and can simply click to initiate the Callback.


Five9 Agent

Call Dispositions


Five9 Agent

Call DispositionsWhen the call is completed, the agent must select from a list of result codes, or “Dispositions” created by the Administrator.

As shown in the Administrator session, most customers use the Five9 Dispositions to generate custom reports that focus on the specific call results they want to review or export


Five9 Administrator Interface


The Five9 Administrator is designed like Windows Explorer for ease-of-use

The navigation folders give you easy access the various different Contact Center components



User Management


The User Folder shows all current users and what “Skill Groups” they belong to

User Management includes the ability to add or remove agent features (e.g. you can turn off their ability to make personal calls, or to record conversations, etc.)

Agents can be members of both Inbound and Outbound Campaigns at the same time (also known as “Blended Agent”)

Administrators also have “Big Brother” access to agent voicemail and to any calls that the system or agent has recorded

Administrators can even move voicemail messages from one agent to another



List Upload Example


Five9 Telemarketing

List Upload Example

To load a new list, select “Add List” and give the list a name

Select “Import” and choose the type of file you wish to import (e.g. comma delimited or “.csv” is most common)

Files can be accessed right off your desktop

Simply select the file you want to upload

Then line up the columns from your list with the fields that will be presented to your agent (mapping the fields insures the data will appear in the right area on the Agent Desktop)

Click “OK” and the list will be imported

The system will load all the new records and automatically remove duplicates based on the phone number

Five9 has made it simple to load telemarking lists into the Dialer with only a few clicks



Dispositions



Dispositions

The Five9 Agent application requires every agent to select a Disposition (or “Call Result”) at the end of each call

These dispositions may be customized to meet each customer’s unique reporting requirementsMost customers use the Five9

Dispositions to generate custom reports that focus on the specific call results they want to review or export

Five9 Dispositions also include custom “behind the scenes” actions such as automatically sending an email with all the call details to a supervisor



CampaignsFive9 Campaigns refer to the routing intelligence behind and outbound telemarketing project

Multiple campaigns with different lists and routing rules can run simultaneously (even if they target the same agents)

Campaigns can be set up to automatically record a portion of the active calls (100% recording is also available)

You can throttle the Five9 Predictive Dialer’s call pacing in real time by changing the Call To Agent Ratio …

Or the Five9 system can monitor your dropped call percentage for you (e.g. to help automate FCC abandoned call rate compliance)

The Five9 Predictive Dialer also includes enhanced Answering Machine detection which lets you control the sensitivity to minimize the delay between reaching a live contact and bridging the call to an available agent

Multiple lists may be loaded into an outbound campaign. You can program the number of times you want to try a number and even what Caller ID (ANI) you would like to show.

For each separate Campaign, specific Skill Groups may be targeted to receive live contacts

And custom Dispositions may be selected for each separate Campaign

The Five9 system also includes customer Agent Scripting options including dynamic question and answer Worksheets



Profiles



Profiles

Five9 Profiles may be used to customize Campaign characteristics

You can set the number of times you want a campaign to try a number if it gets a busy signal or an answering machine

You can customize the Caller ID, or “ANI”, that you want to show to the contacts you are calling

You can even apply Time Zone rules to make sure the system does not dial a number unless it is within the acceptable daytime calling hours



Inbound Call Routing


Prompts can be recorded right at the desktop and loaded in real-time…for example:

Calls can be then routed to different Agent Skill Groups based on customer input (e.g. “Press “1” for Sales, “2” for Service”)

Queue times, secondary and tertiary queues, and additional prompts can be managed in real-time from any desktop

The Five9 Virtual Contact Center includes a robust ACD and IVR for intelligent routing of inbound (or outbound) calls to the correct agent. The interface includes an easy-to-use call flow that is configured like a simple flow-chart.

“Thank you for calling. Please press “1” to be connected with sales, “2” to connect with customer support, and “3” if you have questions about our warranty program”


The Five9 Virtual Contact CenterTM

Supervisor Interface


Five9 Supervisor Interface

Agent Monitoring


The Five9 Supervisor Interface displays a real-time view of all critical Contact Center Statistics

Supervisors can always view the current “State” of each of their agents

This agent has just changed from “On Break” to “ On Call”. When an agent changes their status, the supervisor can observe the agent’s new state, who they are in a session with, and how long they have been in that state (e.g. time on current call or time on break).

The Supervisor can right-click on any agent to get more details about their scheduled callbacks, or even details for every call for the current session…

The session history shows the agent talk time, wrap-up time, and even the disposition for every call taken or made during the agent’s current session

Supervisors can also listen to active agent calls as a silent observer (and they can coach agents on live calls via the built-in chat utility)



Agent and Queue Stats


The Supervisor can also click on an agent to drill into an agent’s stats to see their disposition totals and call totals

Aggregated agent statistics are also dynamically calculated and displayed in real-time, including total calls, average call length, talk time, Wrap-up time, and Break Time

For inbound calls, the system will also display the number of calls in queue as well as the number agents available in a given skill group

Supervisors can also send broadcast messages out to all agents to notify them of events such as queue status



Campaign Manager


The Campaign tab displays real-time details on the current status of each of your Five9 Campaigns

Data displayed includes the total number of calls made or received

And a real-time view of your dropped-call percentage

For outbound dialing, Five9 also includes a special campaign manager that shows the how many numbers are still available to dial (e.g. numbers that have not reached their retry count or have not been dispositioned by an agent)


The Five9 Supervisor Interface displays a real-time view of all critical Contact Center Statistics

Supervisors can always view the current “State” of each of their agents

This agent has just changed from “On Break” to “ On Call”. When an agent changes their status, the supervisor can observe the agent’s new state, who they are in a session with, and how long they have been in that state (e.g. time on current call or time on break).

The Supervisor can right-click on any agent to get more details about their scheduled callbacks, or even details for every call for the current session…

The session history shows the agent talk time, wrap-up time, and even the disposition for every call taken or made during the agent’s current session

Supervisors can also listen to active agent calls as a silent observer (and they can coach agents on live calls via the built-in chat utility)



Reports


Five9 comes with 46 customizable reports that are accessible at any time from either the Supervisor or Administrator Interface.

Example Report types include:

Agent Hours Showing total hours logged in – often used for agent payroll

Campaign Performance showing service levels based on hold time

Disposition Summaries by Day, Agent, or Campaign


Reports are customized at the time you run them…

First you simply pick the time period you want by selecting the desired dates and times

You can further customize reports by selecting which agents you want to run the report for (or select all)

And which specific campaign

And which exact dispositions you want to see (this is often the primary criteria – e.g. “how many closed sales have we made in the past 48 hours?”

When you are done setting the criteria, the report can be exported right into a spreadsheet or a template for further customization



ReportsExported reports contain every call detail from call length and hold time to skill group

And when using Five9’s Contact Manager, all customer data may be exported as well – from the ANI (their caller ID) to any comments the agent made in the Five9 Comments field

Even the answers to the questions posed using the Five9 Worksheet can be exported as part of the same record



Example Report:

CampaignPerformance1


Campaign Performance analysis shows talk, handle, and hold time in both averages and totals…

The longest hold time for each time period is also displayed…

Along with what percentage of the calls were answered within the specified service level (in the case, the service level is set to 30 seconds)


System Requirements

Agent Workstation• Processor: Pentium III 800MHz or greater• Memory: 256Mbps or greater

Headset:• Plantronics DSP 400 or 500• Available for under $40 US at: www.provantage.com

Software• Java 2 Runtime Environment v1.4.2_10 • Internet Explorer 6• Microsoft Windows 2000 or XP

Internet Bandwidth• 50kbps per agent (cable, DSL – dial-up not supported)• Includes CTI, data and voice traffic• Five9 recommends Internap as a Service Provider www.internap.com

Internap supports the prioritization of Five9 voice traffic for the best possible connection to the Five9 data center


- Thank You -

Contact Five9, Inc.

[email protected]

www.five9.com

five9 confidential 1 the five9 virtual contact center tm

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