1. | Page 1 Nathan Rogers & Andreas Soellner Plusnet Migration Success

2. | Page 2 Plusnet triple play internet service provider (ISP); providing broadband, landline and digital television services. Founded in 1997 in Sheffield as a private company it is now owned by BT Group, but it continues to operate as a separate business.

3. | Page 3 BT Group Goal and Strategy

4. | Page 4 Plusnet Goals and Strategy Account Executive Double customer base by 2020 but continue to provide exceptional service utilising existing Operations team. Goal Key Metrics Double distribution of contacts via chat to 30% Decrease chat abandon rate Initiatives Accept payments over chat Mobile Messaging IVR Baseline Operations metrics SURA optimisation Link engagement strategy to customer intent Increase self service Actionable Insights analysis for continuous feedback loop Increase CSAT from 80% Measure Net Easy Decrease referrals to telephony Increase customer / agent ratio Meet customer demand for messaging Provide chat experience that exceeds telephony Offer digital assistance to meet specific pain points and drive self- service Messaging Service Strategy

5. | Page 5 Phone deflection Measure Net Easy Increase customer satisfaction > 80% Decrease chat abandonment rate KPI’s

6. | Page 6 Messaging Pilot for Provisioning Provisioning long wait times and long AHT Messaging to respond quicker and give agents more time Example chat, total length 46 minutes 20 minutes wait time, visitor lost; possibly a repeat visit

7. | Page 7 Before customer phones Phone Deflection 3 or more clicks to chat Agent Online Chat Now Agent Offline

8. | Page 8 Phone Deflection Two referrals to phone line within context of the help article Online chat at the bottom of the page – loose context Possible improvements Repositions button Embedded button in the context of the page Invitation based on visitor behavior

9. | Page 9 Nathan Rogers & Andreas Soellner Plusnet LE Results

10. | Page 10 +3% 86% customers found chat easy to use -2.3% 9.2% overall abandonment rate Down from 11.5% Based on Q1 2016 vs Going Live with LE +2% 61% customers would have used the phone if chat was not available +3% 81.4% customers are satisfied or very satisfied with the agents’ service

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13. | Page 13 Nathan Rogers & Andreas Soellner Plusnet – What Next?

14. | Page 14 LiveEngage Projects Authenticated Chat Secure Form for Payments Grow the chat channel Messaging for service to replace eMail IVR Deflection LPInsights

15. | Page 15 AprilMayJunJulAugSepOctNovDec Reporting Integration LE2.0 Migration Rant and Rave Integration QBR SSO Visitor Integration OEM Every two weeks Account Planning and Performance Review KPI Analysis IVR Deflection Site IVR Deflection Messaging Pilot Messaging Pilot Provisioning

16. | Page 16 Commercial Opportunity Deal Construct (Phase 1) CPI RMR increase to $49,054 Premier CSO RMR increase to $7,080 Total Deal Value $70,000 (6 months) Annual RMR $588,654 Commercial Model Construct (Phase 2) Additional CPI Volume for Insights Combined BT/Plusnet/EE deal