1. Modernizing Your Contact Center
Jim Nystrom
Vice President, Five9
October 2016

2. 74% of customers say that companies don’t meet their desired timeline for delivering service
mobile & web first mindset
Insert data points from ICMI highlighting new & diff stats of consumer behavior
The Modern Consumer
Over 50% of customers found their most recent service experience to be difficult
62% of customers would describe their most recent service experience as inconvenient

3. Visual IVR Summer’2014 Features Benefits End customer access
Contextual queue routing
Voice or chat connectivity
Assisted care
Contextual screen pop
Administration
Operational and supervisor reporting
Benefits
Lower wait times to talk to agent
Call avoidance & right channeling
More accurate routing
Reduced time to answer with passing of context
----- Meeting Notes (10/29/14 12:14) -----
Dont believe that this is for them
but want to have authenticated

4. Visual Customer Feedback Summer’2014
Features
Customer sentiment collected “at the moment of truth”
Assisted and self-service
Comprehensive reporting
Benefits
More timely and accurate customer feedback
Survey across channels
Actionable CSAT information

5. Visualize The Modern Customer’s Journey
awareness
research
purchase
use & support
renewal & advocacy

6. Technology Silos awareness research purchase use & support
contact
center
proprietary system
crm
website
marketing automation
erp
social
awareness
research
purchase
use & support
renewal & advocacy

7. What if… awareness research purchase use & support renewal & advocacy
personalized
predictive
proactive
aware
awareness
research
purchase
use & support
renewal & advocacy

8. The Five9 Omnichannel Solution
Engage on all channels, seamlessly, passing context & history
Enable digital transformation with rich customer insights
Predict & Personalize Engagement with analytics
Amplify the power of your contact center by leveraging the entire organization
Summer Release 2016

9. Five9 Summer Release 2016 Modern and Consistent
Modern Agent Experience
Simply Smart Agent Experience (Interaction focused)
State of the art user experience
Cockpit-like agent controls
Browser based HTML5 and javascript
Consumer Power
Choice of channels for the consumer
Modern interface for digital channels
Visual IVR Interaction

10. GET THE FULL PICTURE
Lifetime customer journey and history provides rich context
UNDERSTAND QUICKLY
See customer sentiment and topics at a glance
PERSONALIZE SERVICE
Tailor the conversation based on the customer’s journey

11. Agent Empowered + Consumer Centric

12. Questions?