1. Driving the Contact Center Presentation Title Name Title LAURIE LEGUS VP OF SALES 10.2.2014 Of the Future Of

2. Trends Toward a Differentiated Customer Experience Customer Experience Cloud Omni Channel Easy Web Chat Flat Vs. Rich Content Agent Select Mobile Social Customer Profiling Video Connected Desktop

3. Customer Service Video

4. What is Customer Experience (CX)? The customers perceptions and related feelings caused by the one-off and cumulative effects of interactions with a suppliers employees, systems and channels or products. Did You Know? Of all company interactions with its customers are through customer service.

5. Why Do Customers Leave? Did You Know? Poor CX Of US consumers will abandon an online transaction if their questions or concerns are not addressed quickly. Purdue University Benchmark Seek Alternatives Prefer Competitor Dissatisfied with Products/Service Die Move Away

6. What do Customers Want? Help Me Get it right the first time Resolve my issues Help me be successful Give me tools and support to be successful Value Me Show me that you want my business Show me that my contributions matter Know Me Understand my business and my relationship with you Listen to me Recognize my potential Employees Customers

7. Cloud The Numbers Tell the Story 2008 adoption rate of cloud-based contact center was only 2.2 percent 2011 adoption rate was 5.9 DMG estimates by 2015 18 percent of all contact center seats will be in the cloud The market limped along for more than 10 years, and then grew by 26.4 percent, from 2008 to the end of 2009 The market then expanded by 42.4 percent in 2010 and 80.2 percent in 2011 DMG projects that the cloud-based contact center market will grow between 35 percent and 45 percent each year between 2012 and 2015

8. The Integrated Customer Experience Its not about multi channel Its about omni channel

9. Are YOU Easy to do business with? ? ? ? ? ? ? YES! WELL

10. Easy is the new Loyalty! Help Me of people say they will do repeat business with a Get it right the first time Resolve my issues Help me be successful Give me tools and support to be successful 74% company if the experience is easy In reaction to this, the NetEasy Score has been developed 1. Are your agents knowledgeable? 2. Is it easy to get through to the right department? 3. Is your process time-consuming? 4. Are you cross Channel aware?

11. Flat vs. Rich IVR Demo

12. Flat vs. Rich Portal Demo

13. New Age Front Doors

14. Mobile 62% of people own a smartphone

15. Social Media Even if you arent sure what to do do something establish a plan; set up a task force; identify tech savvy individuals who enjoy social media Security of your social media accounts is paramount to prevent hackers from destroying your brand In addition to setting up policies for use of social media by employees engage them in the process of monitoring and responding Cover your internal bases who needs to approve; what can and cannot be said; who is responsible for responding? Above all respond quickly and effectively take it offline if you can but solve the problem. Determine how responses to social media align with your responses to phone calls; emails, etc. Is it right to put tweets ahead of calls?

16. Monitor and use the Social Media Opportunity! Mortons Hey @ Mortons can you meet me at Newark Airport with a porterhouse when I land in two hours? K, thanks Oh. My. God. I dont believe it. @mortons showed up at EWR WITH A PORTERHOUSE lockerz.com/s/130578715 # OMFG!

17. Integrating Social Not as hard as it seems, but what to listen for Social in the CC relies on monitoring Usually a cloud service Allows Marketing to own and use the social as a branding tool Triggers service/CC tasks as defined for events Language and tone processing is critical

18. Integrating Social Monitoring and reacting to social Tweet or Post Social Response Social Content Social Content Social Monitoring Service

19. Web Chat will become the preferred method 60 - 70% BT noted an increase in cross-sell/up-sell Rated web chat as good or very good, 26% rated web chat as preferred method consumers want support while online 9 out of 10 82%

20. Agent and Customer Profiling Pats Accept Rate is 13.3% per Sales Call Pat All Callers 13.3%

21. Agent and Customer Profiling But all callers dont communicate and interact the same way and Pats accept rate is very different for different personality styles Pat All Callers 17.6% 15.1% 13.3% 9.2% 12.8% 13.3%

22. Video who is leading the charge? Amazons Secret Plan to Sell You Everything! Differentiated technology Same great experience Web or Call in Video Mayday application Drones

23. Video in the Contact Center Mobility

24. Video in the Contact Center Videos Benefit Is Most Apparent When Demonstrating Something Source: Forrester Research, Inc.

25. Video Queuing

26. Connected Desktop Demo