Cloud Contact Center Software Checkpoint Meeting For Company

Cloud Contact Center Software Checkpoint Meeting For <Company Name>

Agenda • Reassessment of Goals and Success Criteria • Review Call Statistics and Reporting • Identify Concerns and Review Open Cases • Compliance Review • Post Implementation Evaluation • Timeline Review • Support Channels 2

Goals and Success Criteria Reassessment • Is the Five 9 VCC working as expected? – <insert Success Criteria as defined in Workbook> • Do you think your Goals have changed? • Rate the success of Implementation • Seat Ramp and Business Growth 3

Call Statistics and Reporting Review • Five 9 Standard Reports – Agent State Details by State – Campaign Disposition Summary – List Status Summary (outbound campaigns) • Additional reporting needs? • Data Retention Policy – 30 days (Call Recording); 60 days (Call Log); 120 days (CRM data) – Use Scheduled Reporting – Option to send reports to FTP 4

Concerns and Open Cases Review • Open Cases – <insert case number and case subject here if any> – <insert case number and case subject here if any > – Five 9 Admin Certification increases priority of Opened Cases • Any outstanding concerns? • Report Issues or Concerns to: – Implementation Manager: <insert your name> – Direct Number: <insert direct number> – Customer Support Hotline: (866) – 553 – 1459 5

Compliance Review • Drop Call % - <insert campaign drop call %> • Outbound Campaign Settings – Is there a change in the configuration? <based from workbook> – – Dialing Mode: <Power, Preview, Progressive, Predictive> Monitor Drop Call %: <Yes or No? What is the %? > Call Recording : <Yes or No? FTP transfer used? > DNC Opt-out: <required for telemarketing calls> • System Maintenance Schedule – Wednesdays and Saturdays starting 10 pm PST. 6

Post Implementation Evaluation • Free consultation service • Conducted by Account Management Engineer • Proposed Schedule <check SE’s availability before meeting> – Schedule option 1 – Schedule option 2 – Schedule option 3 7

Timeline Review • Post Implementation Evaluation • 2 nd Checkpoint meeting - <insert date> • Five 9 Admin Certification • Implementation Satisfaction Survey 8

Support Channels Implementation Manager (IM) – Point of Contact for any issue during implementation – Availability: < ? AM – ? PM Central> – Phone # (925) xxx-xxxx| xxxxx@five 9. com Customer Support – Technical issues, or when the Implementation Manager is unavailable. Handles all VCC concerns after optimization – Availability: 24 x 7 – Phone # (866) 553 -1459 | cases@five 9. com 9

Thank You Cloud Contact Center Software 10