COVID-19 has put cloud contact center, otherwise known as Contact Center as a Service (CCaaS), in the spotlight. Even before COVID-19, CCaaS was experiencing explosive growth. There are several significant apparent and not-so-apparent shifts that have CCaaS “trending.” In this presentation, we outline those reasons and help you understand why CCaaS may be your next move to the cloud.

1. © 2019 Five9, Inc. All rights Reserved. Proprietary and Confidential to Five9 Inc.
Moving CX to the Cloud
Why Industries are Moving Customer Care to the Cloud in a Reliable and Secure Manner

2. Safe Harbor
2
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21E of the Securities Exchange Act of 1934, as amended, concerning events and trends that may affect our industry or the Company, including
potential growth drivers, projections and guidance concerning our future results of operations including our intermediate and long-term models,
our market opportunity and our intermediate and long-term growth prospects. Our actual results may be materially different from what we
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3. 3
Today’s Agenda
Introduction Q&AWhy Cloud?
• On-Prem Vs. Cloud
• Easy Reasons for Cloud
• Surprising Reasons for Cloud
• CX + AX = HX
• ATC Introduction
• Today’s CX
• Is Cloud Trending?
• 5 Mins of Questions
• Gift Card & Raffle
Which Cloud?
• Not All Clouds Created
Equal
• Five9 Difference

4. 4
Welcome
ATC Introduction
COVID-19 > Accelerate Transformation
Voice | Data | Cloud | Security
40,000+ UCaaS and CCaaS Seats in Play Today
Solution Agnostic | 250+ Technology Providers
Gift Card and Raffle
Louie Hollmeyer
louie@4atc.com

5. All About the CX
Customer Experience in the Switching Economy

6. 6
Why Customer Response is Critical
“Of online customer said
they expected help within
five minutes.”
75%
Source: McKinsey & Company , Customer Experience: New capabilities, new audiences, new opportunities, June 2017

7. Great Customer Service Factors
0% 10% 20% 30% 40% 50% 60%
They anticipate why I am contacting them so they are ready to help
The company knows who I am when I deal with them
Not being transferred from person to person
Getting a quick response
Speaking with a person and not a machine
Solving my problem or issue the first time
Source: Five9 Customer Service Index 2019

8. 8
Of end customers say being treated
like a person, not a number, is very
important to winning their business
84%
Humanize Customer Service Experiences
• Difficulty speaking to an agent
• Depersonalized and disconnected
experiences
• Labyrinthian IVR trees
• Long wait times
Source: State of Marketing, Salesforce Research, Dec 2018

9. The Benefit of Cloud
5 Typical and 5 Surprising Reasons to Move to the Cloud

10. 10
Evolution or Revolution
“The contact center will change more
in the next five years than in the last
25 years combined.”
- Rowan Trollope, CEO

11. On-Premises is
Yesterday:
The Cloud is
Tomorrow
Morgan Stanley reported in 2019 that 88% of their
Alphawise survey respondents said they were “very or
somewhat” interested in cloud for their next upgrade.
62.4% see cloud contact center as a competitive
differentiator
Gartner thinks by 2022 CCaaS will be the preferred
architectural model for half of contact centers over 750
agents
Digital Transformation is driving cloud adoption
Gartner ceases magic quadrant for premises-based
contact center believing "premises-based options have
reach full maturity"

12. 5 Typical Reason
to move to the
Cloud
OPEX Vs. CAPEX
Scalability & Seasonality
Simplicity
Speed to Deployment
Innovation, Integration &
Customization

13. 5 Surprising
Reason to move
to the Cloud
Cloud is More Reliable
Security
Global Voice
Cross Tenant Ai Training
Comparative Analytics

14. Delivering Empathy
During a Crisis
How to Empower a Remote Agent Workforce
with Cloud-Based Solutions

15. EQ in the Contact Center
15
A Great Customer Experience Plus a Great Agent Experience Equals a Great Human Experience

16. Converting a Call Center to a CX Center
Assist Agents to
deliver more
human
experiences
Empower
Supervisors in real-
time to coach,
intervene as needed
Provide insight to
Analysts about
the content of
interactions
Drive contact centers
cost down, improve
service quality &
choice of tools
Agents
Supervisors
Analysts
Business

17. Five9 Story
Not the Bits/Bytes/Speeds/Feeds, But the Stuff You Need to Know

18. 18
Five9 History – Born in the Cloud
19
YRS
2500
CUSTOMERS
5B
TRANSACTIONS
2001 2009 2016
First Release
2003
First VCC
Joins Five9
2008
Mike Burkland
brings advanced
social and mobile
customer care
2013
SoCoCare
Agent Desktop
Plus user interface
2015
Simply Smart
Initial Public
Offering
2014
NASDAQ Leader in
CCaaS Magic Quadrant
Gartner MQ
2017 2018 2019+
Freedom
Microservices
Architecture
2015, 2016, 2017, 2018, 2019
Genius
Joins Five9
2018
Rowan Trollope
65%
CHANNEL
REVENUE

19. © 2019 Five9, Inc. All rights Reserved. Proprietary and Confidential to Five9 Inc.

20. 20
Great Product

21. Whendu
iPaaS platform to Accelerate Enterprise Adoption
of Cloud Contact Centers
21
Two Recent Strategic Acquisitions
Connect
Connect to other systems and
aggregate data in real time
Visualize
Visualize information across
Five9 and other systems
React
React to events with
intelligent workflows
Virtual Observer
Enabling Superior Customer Experience and
Transform Contact Center Efficiency

22. • 100% Cloud
• 24X7 NOC availability
• Redundant Global Data Centers
• Carrier Redundancy
• Non-Disruptive real-time upgrades
• Global voice Multi-tenant
• Elastics scalability & Flexibility
• Highly Secure
• HIPAA
• GDPR
• PCI
22
Great Uptime Reliable/Secure
Reliability
99.992%Last 12 trailing months

23. Unparalleled Professional Service Support
23
PM’s and Engineers
Resources in
60+ locations globally
CC Industry Avg
Tenure
Optimization Team
1.6M Rev (FY18)
500+ Custom
Integrations
15 PMP Certified
PM’s
84 NPS
Five9 Platform
Avg Tenure
180+ 7+ 4+

24. Automation in the
Contact CenterEnabling a Remote
Team in the Cloud

25. 1. Work Flexibility
2. Easy-to-use desktop and interface
3. Agent facing metrics
4. Gamification
5. Workforce Optimization (WFO)
25
5 Ways to Empower
Remote Agents

26. Five9’s FastTrack Program
Program to Accelerate Remote Agent Deployment During an Emergency
26

27. Five9 FastTrack
27
Accelerate remote agent deployment in emergency situations
• Move to CCaaS in days not weeks or months
• Basic Inbound/Outbound Voice Agents
• Chat/Email
• Remote Deployment
• Five9 Professional Services team NOT 3rd Party Outsourced
• Standard CRM integration & Screen Pop (SFDC, ServiceNow, MS Dynamics, etc.)
• Flexible Contracts

28. Anatomy of a Win – By Industry
28
• Well known Convenient Store chain
• On-prem Avaya
• How to get CS & Ops to Work at
Home
• High Uptime
• Secure/Compliant
• Needed to move IT & Student
Services to Work at Home
• Speed to deploy
• Slack & ServiceNow Integration
• High Uptime
• Outbound
• Existing Pharmaceutical customer
• Needed to answer escalated Covid
questions
• Customer Service
• High Uptime
• CRM Integration

29. © 2019 Five9, Inc. All rights Reserved. Proprietary and Confidential to Five9 Inc.
How is Your CX?