Launch Methodology Live Ops Professional Services Live Ops

Launch Methodology Live. Ops Professional Services © Live. Ops, Inc. 2015 Proprietary and Confidential

The Four Phase Approach Phase 1 : Requirements Review Phase 2 : Call Center Design Phase 3 : Joint Implementation Phase 4 : Launch & Support Phase 1 : Requirements Review § Understand the objectives & requirements for the call center solution § Phase Gate Review and Sign Off Phase 2 : Call Center Design § Define overall design including key elements to be developed/configured § Phase Gate Review and Sign Off Phase 3 : Implementation/Training § Implement key components, training, and mentoring for CC configuration § Phase Gate Review and Sign Off Phase 4 : Launch & Support § Deliver a smooth, supported launch experience § Project Post Mortem – Lessons learnt for continuous improvement § Phase Gate Review and Sign Off Across Phases: § Live. Ops Program Management Live. Ops Confidential 2

Phase 1 : Scoping the Solution Understand the objectives & requirements for the CC solution Phase 1 : Requirements Review Phase 2 : Call Center Design Entry Criteria • Initial customer objectives & requirements • Historic information on existing solution • Business case/ROI(if applicable) • Provide Pre-Implementation Questionnaire/Checklist Phase 3 : Joint Implementation Phase 1 Steps • Identify roles and responsibilities • Analyze and finalize customer requirements • Evaluate current call flow & routing • Determine required call center components and access • Build Design and Implementation Plan Phase 4 : Launch & Support Exit Criteria • Deliver requirements document • Deliver high level draft of project plan • Exchange contact information • Submit request to build Call Center Tenant/Test Numbers/Groups/Permission/P adlocks and Logo Critical Success Factors Access to key client resources - personnel and information Objectives clear relative to current environment (functionality to maintain/improve) Live. Ops Confidential 3

Phase 2 : Call Center Design Define design inc. key elements to be developed & configured Phase 1 : Requirements Review Entry Criteria • Finalized requirements document • High level draft of project plan • Signed Contract • Defined reporting objectives Phase 2 : Call Center Design Phase 3 : Joint Implementation Phase 2 Steps • Telecom solution design • Call Flow/Campaign Design • Integration Design (if any) • Scheduling resources from Client and Live. Ops Phase 4 : Launch & Support Exit Criteria • Deliver finalized design documentation • Deliver final implementation project plan with timelines / resource availability • Designoff • Schedule Training Critical Success Factors Locking down the scope of the project Commitment from all stakeholders to spend time on designing the solution Live. Ops Confidential 4

Phase 3 : Implementation Implement key components, training, & mentoring for CC config. Phase 1 : Requirements Review Entry Criteria • Signed-off Design Documentation • Final Implementation project plan with timelines / resource availability • Provide customer access to call center Phase 2 : Call Center Design Phase 3 : Joint Implementation Phase 4 : Launch & Support Phase 3 Steps Exit Criteria • Live. Ops • Admin/Supervisor Training • Agent Train the Trainer • Configuration mentoring • Q&A / Support • Cutover Planning • Customer • Record and upload audio • Configuration • Carrier Routing Agreements • Test • Deliver completely functional hosted call center meeting client requirements • Finalized cut-over plan • Schedule introductory call with Live. Ops Customer Support Critical Success Factors Availability of client administrators for training and configuration Use of hosted call center platform to gain expertise in routing Live. Ops Confidential Availability of other resources from Live. Ops / Client 5

Phase 4 : Launch and Optimization Deliver a smooth, supported launch experience Phase 1 : Requirements Review Phase 2 : Call Center Design Entry Criteria • Finalize Telco Contract/Agreements and Routing with Carrier • Completion of Training and UAT Phase 3 : Joint Implementation Phase 4 Steps • Phase migration of client traffic • Validate reporting data • Support any issues that may come up. • Live. Ops CSC comes to speed on the implementation • Validate performance against KPI and success metrics Phase 4 : Launch & Support Exit Criteria • Successful Launch • Achieve desired metrics • Deliver finalized process for optimization • Support Portal Account Setup and complete handoff • Complete Project Post Mortem Critical Success Factors Successful agent and supervisor training Thorough detailed launch plan with roll-back contingencies Live. Ops Confidential 6

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