1. #16PACE 2016 PACE CONVENTION & EXPO | APRIL 3-6, 2016 | ORLANDO, FL Technology Solutions for the Empowered Customer Brandon Sailors Director, Business Development CSG International – Interactive Messaging

2. #16PACE 2 Today’s Conversation Technology Solutions for the Empowered Customer:  Customer engagement in the digital world –Rise of the always connected customer –Channels of choice –Messages of choice  Leveraging technology solutions to assist you –Engaging your customers with high value communications –Compliance in your contact center 2016 PACE CONVENTION & EXPO | APRIL 3-6, 2016 | ORLANDO, FL

3. #16PACE 2016 PACE CONVENTION & EXPO | APRIL 3-6, 2016 | ORLANDO, FL Customer Engagement in the Digital World

4. #16PACE 4 Digital Technology Adoption 2016 PACE CONVENTION & EXPO | APRIL 3-6, 2016 | ORLANDO, FL

5. #16PACE 5 Rate of Disruption 2016 PACE CONVENTION & EXPO | APRIL 3-6, 2016 | ORLANDO, FL

6. #16PACE 6 The Rise of the Always Connected Customer Source: Gartner Top 10 Strategic Technology Trends 2016 2016 PACE CONVENTION & EXPO | APRIL 3-6, 2016 | ORLANDO, FL

7. #16PACE Your Customers Choose Mobile First Google searches on mobile devices surpass PCs in U.S. for the first time - LA Times (5/5/15) 64% of U.S. adults own smartphones - Pew 90% of Text Messages are read in 3 Minutes 50 million Americans are almost never offline - Pew

8. #16PACE 8 How much data is generated every minute? Source: Domo, Data Never Sleeps 3.0 World Population: 1)Facebook 2)China 3)Tencent 4)India 5)WhatsApp 6)LinkedIn 7)Instagram 8)Twitter 9)United States 10)Snapchat 1 minute of Internet:  4.1m Facebook likes  1.7m Instagram likes  1m Vine views  347k Twitter tweets 2016 PACE CONVENTION & EXPO | APRIL 3-6, 2016 | ORLANDO, FL

9. #16PACE 9 The Empowered Customer 2016 PACE CONVENTION & EXPO | APRIL 3-6, 2016 | ORLANDO, FL The Empowered Customer Today’s technologies have created an empowered customer and ushered in a new era of expectations. The notion of static, transactional care is obsolete; in its place is a service experience that must:  move fluidly between channels;  adapt to the unique, personal attitudes and identities of customers;  achieve heightened standards of speed and quality. This puts technology at the forefront—interactive engagement is required to arm contact centers and agents with the versatility and insight to interact with customers when, where and how customers want to engage.

10. #16PACE 10 Customer Experience Trends 2016 PACE CONVENTION & EXPO | APRIL 3-6, 2016 | ORLANDO, FL Customers who are fully engaged represent an average 23% premium in terms of share of wallet, profitability, revenue and relationship growth compared with the average customer (3) 70% of buying experiences are based on how the customer feels they are being treated. (2) A 2% increase in customer retention has the same effect as decreasing costs by 10%. (5) 55% of consumers would pay more for a better customer experience. (4) 66% of customers are willing to spend more with companies who provide superior customer service. (1)

11. #16PACE 11 First Application Checked in the Morning 2016 PACE CONVENTION & EXPO | APRIL 3-6, 2016 | ORLANDO, FL Source: Ofcom International Communications Marketing Report 2015

12. #16PACE 2016 PACE CONVENTION & EXPO | APRIL 3-6, 2016 | ORLANDO, FL Leveraging Technology Solutions to Assist You

13. #16PACE 13 What Your Customers Would Like to Hear From You About… 2016 PACE CONVENTION & EXPO | APRIL 3-6, 2016 | ORLANDO, FL Has my order shipped? When is my appointment? When is my first payment due? Is my technician on the way? Who is my personal banker? “We live both on and offline, and the smartphone connects these two worlds” - John Busby, SVP Marketing & Consumer Insights, Marchex “We live both on and offline, and the smartphone connects these two worlds” - John Busby, SVP Marketing & Consumer Insights, Marchex

14. #16PACE 14 Customer Engagement and Loyalty has Become Complex 2016 PACE CONVENTION & EXPO | APRIL 3-6, 2016 | ORLANDO, FL  TCPA related Class Action Lawsuits are in the headlines, frequently.  Today’s empowered customer has ushered in a new era of expectation.  Many companies are asking if they need to choose compliance over customer engagement. There is no magic wand to wave. However, there are best practices and technology solutions available. CSG is your partner to, “Strike the Balance”. X

15. #16PACE 15 Did You Know 2016 PACE CONVENTION & EXPO | APRIL 3-6, 2016 | ORLANDO, FL We are a society on the move… :  Every year, consumers change at least one piece of contact information on themselves (name, address, phone, wireless, email, etc.)  75 million consumers change their phone carrier  45 million consumers change their phone number  Over 40 million consumer households relocate  2.1 million people legally change their name:  Due to marriage, divorce or for personal security or vanity reasons Source: Neustar Omnichannel Identities Connecting Marketers with Real People

16. #16PACE 16 Market Challenge 2016 PACE CONVENTION & EXPO | APRIL 3-6, 2016 | ORLANDO, FL Compliance is a global consideration, and regulations continually evolve  These regulations impact profile & preference management  Your systems must accommodate, have historical record keeping and provide searchable reporting  Adding to this, more and more households are cutting the landline cord, in favor of a mobile device

17. #16PACE Mobile Analysis CSG evaluated one week’s worth of data Phone Number Fields: Home Phone was populated in all records: Landline: 56% (40% were live answer) Mobile: 37% (57% were live answer) Unknown: 7% Cell Phone was populated in 27% of the records: Landline: 4% Mobile: 95% (66% were live answer) Unknown: 1%

18. #16PACE Mobile Analysis = Real Results CSG evaluated one week’s worth of data Final Call Status Answered Calls by live person: 34% Landline: 41% Mobile: 59% Message left on answering machine: 37% Landline: 58% Mobile: 42% In-stop (records stopped because of inbound call): 13% Landline: 43% Mobile: 57% No Contact with person or answering machine: 14% Landline: 83% Mobile: 15% Overall: 43% of the numbers dialed were mobile numbers Overall: 58% of the resolved cases were contacted mobile numbers

19. #16PACE 19 Name: John Smith Phone Number: 555-123-4567 Email Address: john.smith@provider.com Home Address: 123 Fake St. Springfield, USA You can verify if the information on your customer or prospect is accurate and up to date for outbound notifications Express ConsentPhone Type Current Ownership Phone Ownership Verification is Key to Successful Customer Engagement 2016 PACE CONVENTION & EXPO | APRIL 3-6, 2016 | ORLANDO, FL

20. #16PACE 20 Crossing the Divide Between Channel & Consent 2016 PACE CONVENTION & EXPO | APRIL 3-6, 2016 | ORLANDO, FL Customer Communication Center’s Event Manager RULES PROCESSING WORKFLOW ENGINE Interaction Management & Response Business Rule use of Consent: Capture and Store Consumer Consent for “opt-in” (written or recorded) Create process for “opt-out” and revocation of consent Consider use of Customer Channel Preference Capture & Store Customer Consent Customer Preference Channel: Outbound Voice SMS / Text Email Print and Mail Social Media

21. #16PACE 21 Illustrative Interaction Flow 2016 PACE CONVENTION & EXPO | APRIL 3-6, 2016 | ORLANDO, FL SMS Alert or Auto Dialer Interaction Workflows & Ownership Consent & Stewardship Interaction & Traceability Right Channel Event Triggered (Non-Telemarketing Interactions) 1 5 Log Interactions / Notification Data Systems Updated 9 Alert Message Delivery Data Received 8 Event Trigger Received, Workflow Plan is Executed 2 Retrieve Preference & Consent Data 3 Manual Calling or Email 6 Data Assurance 4 Name/Number Linked & Express Consent High Risk Number & Express Consent Invalid Number & Express Consent 7 Do NOT contact

22. #16PACE 22 CSG Platform as a Service and Integration Services  CSG provides a cloud based, multi- channel platform which is pre- integrated to 3 rd Party Data Sources to deliver real-time results  CSG-IM is a highly scalable, carrier grade platform, which can handle peak calling windows, but also scale down for non-peak without penalty  CSG Professional Services provides customizable attributes to integrate to a client’s CRM to update customer records with call data 2016 PACE CONVENTION & EXPO | APRIL 3-6, 2016 | ORLANDO, FL

23. #16PACE 23 Example: Inbound Call and Applying Customer Insights Future Customer Right Agent Using data to bridge the customer to the contact center, by: 1.Identifying the Customer 2.Directing Customer to the correct Agent Group 3.Prioritizing Customer based on likeliness to convert 2016 PACE CONVENTION & EXPO | APRIL 3-6, 2016 | ORLANDO, FL

24. #16PACE 24 Example: Disclosure Portals  Solution is intended to address several key areas: –Allowing agents to play pre- recorded disclosures 100% compliance Use professional voice talent Agents can remain engaged with customer –Easily handles revisions to compliance wording –Record of evidence: Tying agent call to disclosure Indication whether the disclosure was played to completion Providing a recording of the customer’s consent  Ability to support multi-channel (i.e., email disclosure verification) –Provide interactive email or SMS to gather customer acknowledgements of receipt and understanding Customer calls into service center Agent selects appropriate disclosure Agent bridges Disclosure System onto call. Agent answers questions as necessary. Disconnects from IVR and completes conversation 1 2 3 2016 PACE CONVENTION & EXPO | APRIL 3-6, 2016 | ORLANDO, FL

25. #16PACE 25 Would you use the “TEXT” lane? 2016 PACE CONVENTION & EXPO | APRIL 3-6, 2016 | ORLANDO, FL Confirm appointments & reservations [1=Confirm; 3=Cancel] Dual factor authentication [Your authentication code is 531745 ] Real-time notification programs [To confirm, reply 1]

26. #16PACE 26 Example: Payment Reminder Engaging with Your Customers SMS #: Payment reminder. Acct ending in 1234. Amt Due: $52.00 Payment Due: 4/21. Visit Express Pay https://www.myaccount. com/quickPay. Or call/ 1- 800-555-1212. Reply STOP to STOP https://www.myaccount. com/quickPay 2016 PACE CONVENTION & EXPO | APRIL 3-6, 2016 | ORLANDO, FL

27. #16PACE 27 Example: Appointment Notification Confirm / Reschedule/ Cancel Day Of Out of the Norm Tech Complete * Same Day Pre-Call / Prior Day * * * * ETA * Tech Enroute Customer Not Home * * Outage & Hazardous Tech Calling Card Survey Utilizing Customer’s Channel Preference & Consent SMS/Text Voice Email And /Or 2016 PACE CONVENTION & EXPO | APRIL 3-6, 2016 | ORLANDO, FL

28. #16PACE 28 Example: Day of Service Appointment Notifications Customer opted for advance notification: Use technology to enhance the Customer Experience The Customer (Laura) receives a text message alert, with an estimated time of arrival, and a link to My Account for more information. Customer clicks on the My Account link and can see a personalized summary of their job details and the name and photo of the tech. Hi Laura, Scott, your technician is on his way to your appointment. Where’s My Tech Customer can also ‘track tech’ in near real- time via the My Account link. Hi Laura, Scott, your technician, is on his way and should arrive in approximately 20 minutes. For more information, or to reschedule your appointment, visit your My Account page. Scott B. ETA 4:41pm Job Details Triple Play Install Est. Job Duration 1 hour 45 mins Where’s My Tech Hi Laura, Scott, your technician is on his way to your appointment. Track his progress below! 2016 PACE CONVENTION & EXPO | APRIL 3-6, 2016 | ORLANDO, FL

29. #16PACE 29 Overview of CSG International 2016 PACE CONVENTION & EXPO | APRIL 3-6, 2016 | ORLANDO, FL

30. #16PACE 30 About CSG International  Annual Revenues 2015: $752.5 million 2015 Operating Income: $113.1 million Market Capitalization of $1.5+ billion  Listed on NASDAQ: Symbol is CSGS  Global provider of Revenue and Customer Management Solutions  500+ clients worldwide  CSG’s solutions touch more than half of all U.S. households  CSG provides customer interaction management solutions on an outsourced basis to a variety of industries including Financial Services, Cable and Direct Broadcast Satellite, Utilities, Telecom, Contact Center, Healthcare and Retail

31. #16PACE 31 CSG handles more than 167 million transactions per day on behalf of our clients—that’s over 4 billion per month. CSG supports approximately 50 million cable and satellite customers with its billing and customer interaction solutions. Every month, CSG touches more than half of all U.S. households. Annually, CSG sends and receives over 300 million interactive voice, fax, email and SMS messages on behalf of our clients. CSG mails more than 65 million pieces per month, making us a “Top 10” USPS first-class mailer. More than 40,000 customer service representatives depend on CSG and its systems every day. CSG’s North American business delivers outsourced solutions that scale to meet the demands of very large customers. Highly Scalable Solutions

32. #16PACE Copyright © 2015 CSG Systems International, Inc. and/or its affiliates (“CSG International”). All rights reserved. 32 Corporate Headquarters 9555 Maroon Circle Englewood, CO 80112 T: +1 303 200 2000 F: +1 303 200 3333 CSG International Confidential and Proprietary Information Copyright © 2016 CSG Systems International, Inc. and/or its affiliates (“CSG International”). All rights reserved. Thank You! Brandon Sailors Director, Business Solutions Interactive Messaging CSG International, Inc. 18020 Burt Street Omaha, NE 68022 Brandon.Sailors@csgi.com 402.963.8710 office 614.271.8683 mobile