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TELEOPTI WFM SOLUTION SUMMARY CT FT T MM 2 Teleopti WFM Cloud Base Teleopti, continuously at the forefront of innovation, offers customers a comprehensive yet user-friendly solution that

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OMNICHANNEL ACCELERATES CONTACT CENTER SUCCESS FACTORS �Nemertes Research 2018 www.nemertes.com DN7326 1 Robin Gareiss President and Founder Nemertes Research Omnichannel Accelerates

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FLEXIBLE INTEGRATIONS DESIGNED FOR BUSINESS RESILIENCY Every business is unique. That’s why CxEngage is built API-first to work with your existing technology stack and organizational workflows. From conversational AI to chatbots to analytics, you can expand the capabilities of CxEngage with these powerful integrations. MOVE TO THE CLOUD WITH SERENOVA CxEngage is the Solution. Serenova is responding with its CxEngage Rapid Response program – an immediate pathway to the cloud empowers your organization to handle the spikes in call volumes and usage in response to the spread of COVID-19 – implemented in as little as 48 hours. Doing so, provides organizations of any size access to

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CONTACT CENTER TRENDS YOU NEED TO KNOW Making It Easier to Do Business ..3 Self-Service Reset ..5 Realizing AI and Other Advanced Technologies Are Not a Silver Bullet ..6 The Rising Impact of Agents on the Bottom Line .. ACHIEVING PCI COMPLIANCE WITH CALL RECORDING Copyright © 2019, Serenova, LLC. All Rights Reserved. | serenova.com | +1 (800) 411-4700 1 TelStrat Record software provides rock-solid

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THE MODERN CONTACT CENTER: FINDING VALUE IN CLOUD … THE MODERN CONTACT CENTER: FINDING VALUE IN CLOUD-FIRST, API-DRIVEN MODELS 2 Executive Summary Many contact center operators find themselves at a crossroads. FLEXIBLE INTEGRATIONS DESIGNED FOR BUSINESS RESILIENCY Every business is unique. That’s why CxEngage is built API-first to work with your existing technology stack and organizational workflows. From conversational AI to chatbots to analytics, you can expand the capabilities of CxEngage with these powerful integrations. MOVE TO THE CLOUD WITH SERENOVA CxEngage is the Solution. Serenova is responding with its CxEngage Rapid Response program – an immediate pathway to the cloud empowers your organization to handle the spikes in call volumes and usage in response to the spread of COVID-19 – implemented in as little as 48 hours. Doing so, provides organizations of any size access to

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FLEXIBLE INTEGRATIONS DESIGNED FOR BUSINESS RESILIENCY Every business is unique. That’s why CxEngage is built API-first to work with your existing technology stack and organizational workflows. From conversational AI to chatbots to analytics, you can expand the capabilities of CxEngage with these powerful integrations. THE US CONTACT CENTER DECISION-MAKERS’ GUIDE 2019-20 Serenova has transformed the customer experience. Over a decade ago, we realized technology didn [t exist that could deliver immediate, consistent, and exceptional service. SKYLIGHT FOR SALESFORCE CXENGAGE COMPATIBILITY Skylight for Salesforce Demo. Watch the demo below to learn more about the Customer Journey. SERENOVA CUSTOMER SUPPORT SERVICES Copyright © 2019, Serenova, LLC. All Rights Reserved. | serenova.com | +1 (800) 411-4700 1 Standard Premium Premium Plus All the essentials

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CONTACT CENTER TRENDS YOU NEED TO KNOW Making It Easier to Do Business ..3 Self-Service Reset ..5 Realizing AI and Other Advanced Technologies Are Not a Silver Bullet ..6 The Rising Impact of Agents on the Bottom Line .. OPTIMIZE THE CUSTOMER EXPERIENCE WITH TARGETED EVALUATION Copyright © 2019, Serenova, LLC. All Rights Reserved. | serenova.com | +1 (800) 411-4700 1 TelStrat Quality Advanced Agent Evaluation,

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Lifesize CxEngage - The Human-Centric Cxengage Welcome FLEXIBLE INTEGRATIONS DESIGNED FOR BUSINESS RESILIENCY Every business is unique. That’s why CxEngage is built API-first to work with your existing technology stack and organizational workflows. From conversational AI to chatbots to analytics, you can expand the capabilities of CxEngage with these powerful integrations. MOVE TO THE CLOUD WITH SERENOVA Serenova is responding with its CxEngage Rapid Response program – an immediate pathway to the cloud empowers your organization to handle the spikes in call volumes and usage in response to the spread of COVID-19 – implemented in as little as 48 hours. CONTRACTS | SERENOVA PRODUCT DESCRIPTIONS & FEATURES. CxEngage Product List. MASTER SUBSCRIPTION AGREEMENT. Serenova Master Subscription Agreement. SERENOVA END USER SUBSCRIPTION AGREEMENT

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THE US CONTACT CENTER DECISION-MAKERS’ GUIDE 2019-20 Serenova has transformed the customer experience. Over a decade ago, we realized technology didn [t exist that could deliver immediate, consistent, and exceptional service. CLOUD CONTACT CENTER Uni˜ed Architecture Cloud is all we do. We have one focus: helping you take advantage of the cloud and achieving outstanding results by

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PARTNERS.SERENOVA.COM partners.serenova.com FLEXIBLE INTEGRATIONS DESIGNED FOR BUSINESS RESILIENCY Every business is unique. That’s why CxEngage is built API-first to work with your existing technology stack and organizational workflows. From conversational AI to chatbots to analytics, you can expand the capabilities of CxEngage with these powerful integrations. MOVE TO THE CLOUD WITH SERENOVA Serenova is responding with its CxEngage Rapid Response program – an immediate pathway to the cloud empowers your organization to handle the spikes in call volumes and usage in response to the spread of COVID-19 – implemented in as little as 48 hours. CONTRACTS | SERENOVA PRODUCT DESCRIPTIONS & FEATURES. CxEngage Product List. MASTER SUBSCRIPTION AGREEMENT. Serenova Master Subscription Agreement. SERENOVA END USER SUBSCRIPTION AGREEMENT

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A BETTER CONTACT CENTER IN THE CLOUD SERENOVA AND CXENGAGE ARE NOW A PART OF THE LIFESIZE FAMILY. Our comprehensive, resilient, cloud-native Lifesize CxEngage contact center platform helps you build deeper customer connections and chart a brighter course for the future of your business. Sign in for support Partner

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ENGAGEMENT THAT MATTERS DELIVER A GREAT CUSTOMER EXPERIENCE. Power up your customer experience with native voice and digital channels, true omnichannel support, intelligent routing, smart IVR, AI and workforce engagement management capabilities, all on a single, integrated platform.

OMNICHANNEL SUPPORT

Offer your customers a true omnichannel experience with voice, video and digital channels. Leverage omnichannel routing and retain conversation history. WORKFORCE ENGAGEMENT MANAGEMENT Empower your workforce with integrated WEM. Forecast, manage, monitor, schedule and report with an easy-to-use solution. ARTIFICIAL INTELLIGENCE Implement AI solutions tailored to meet your business needs. Deploy a chatbot, virtual agent or agent assistance to augment your agents and deliver an exceptional customer experience. VIDEO-ENABLED CONTACT CENTER Add video capabilities to your contact center to take customer engagement to the next level.

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LOVE YOUR AGENTS

EMPOWER YOUR TEAM WITH BETTER AGENT EXPERIENCES. Focus on empowering your agents with the right tools and information to drive productivity and deliver a great customer experience. BOOST AGENT PRODUCTIVITY Benefit agents with a single, unified interface for an omnichannel experience. Eliminate the need to switch between applications as agents serve customers across voice and digital channels. IMPROVE CUSTOMER OUTCOMES Make it easy for agents to perform all omnichannel interactions through a single pane of glass. Serve up all the right information when and where it is needed, to improve outcomes as agents engage with

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A PLATFORM YOU CAN TRUST REST EASY WITH THE MOST FLEXIBLE AND RESILIENT PLATFORM. Get rock-solid stability, global reach and instant scalability.

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TECH THAT WORKS YOUR WAY WORK BETTER THROUGH AN OPEN PLATFORM WITH FLEXIBLE INTEGRATIONS. Integrate the apps you love to fit seamlessly into your digital transformation strategy via our API-first approach. LEADING INTEGRATIONS Deliver a great customer experience through deep, embedded integrations with your CRM and other applications. Route and leverage data through Salesforce, Zendesk, Microsoft Dynamics and other

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GARTNER PEER INSIGHTS “Nearly infinitely moldable to fit your contact center needs.”

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GARTNER PEER INSIGHTS “Very happy with the implementation in our contact center.”

JOIN LEADING ORGANIZATIONS AROUND THE WORLD SERVING CUSTOMERS WITH LIFESIZE CONTACT CENTER SOLUTIONS.

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HYBRID WORK

Meet the changing, diverse requirements of hybrid work from any meeting room, workspace, home office or wherever your employees and customers need to be.

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Extend the reach of patient care and support different modalities with customizable solutions that help you thrive. MODERNIZE YOUR CONTACT CENTER Deliver consistent agent experience and customer engagement that will differentiate your brand.

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Cultivate genuine, trusted relationships with clients and support your different service offerings. COMMUNICATIONS INTEROPERABILITY Connect with different information systems, devices and apps to drive seamless communication across your organization and with the outside

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“The platform has far exceeded expectations. We can be dynamic and flexible…it’s put us in a much better position, both when it comes to understanding patient needs and addressing them.” LUCY BALMER, Head of Contact Centers & Shared Services, Nuffield

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Learn how Nuffield Health communicates better START CONNECTING AND GROW HAPPIER, WITH LIFESIZE. Contact our team to find out what we can do for you. THANK YOU FOR GETTING IN TOUCH! We will get back to you shortly. *What products would you like to chat about? Cloud Contact CenterMeeting SolutionsKaptivo Collaboration

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CALL CENTERS 101: THE GUIDE TO CALL CENTERS AND WHICH WORKS BEST FOR

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7 STRATEGIES FOR EMBRACING THE WORK FROM HOME (WFH) CALL CENTER Coronavirus has officially kicked the work from home (WFH) trend into a permanent reality — and…

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