Overview & Solution Demo

1. Overview & Solution Demo Murray McArthur – Sr. Director, Channel Sales Barry O’Sullivan – VP Strategic Solutions

2. The Leader in Cloud Contact Center 12years of cloud contact center experience 600+employees 2,100+customers (across 5 continents) 3bncalls per year $103M $84M $64M $43M 40%CAGR (2009 – 2014) $26M $19M 2014 2013 Annual Revenue

3. On Premise Challenges & Inefficiencies Large upfront investment Not flexibleor easily scalable Long deployment cycles On-Premise Legacy Contact Center Costly maintenance & upgrades Difficult & complex to integrate Cumbersome & expensive technology management

4. The Five9 Cloud Solves Significant Issues… Pay as you grow No hardware Ease of configuration, integration & management Cloud Contact Center Agents anywhere Scale on demand Fast deployment & automatically add new features seamlessly

5. Premise vs Cloud 5

6. Inbound Service Calls (today) Customers 888-123- xxxx 888-456- xxxx ABC Company 888-789-xxxx Premise Call Center Equipment Location“1” Call Center agents/reps ACD Premise Call Center Equipment Location“2” Call Center agents/reps Premise Call Center Equipment Location“3” Outsource Agents

7. Inbound Service Calls (today) Customers • IVR • ACD • Dialer • Reporting • Recording • Admin • IVR • ACD • Dialer • Reporting • Recording • Admin • IVR • ACD • Dialer • Reporting • Recording • Admin 888-123- xxxx 888-456- xxxx 888-789-xxxx Premise Call Center Equipment Location“1” Call Center agents/reps Premise Call Center Equipment Location“2” Silos of Technology Premise Call Center Equipment Location“3” Outsource Agents

8. Inbound Service Calls (today) Customers Remove Contact Center Technology • IVR • ACD • Dialer • Reporting • Recording • Admin • IVR • ACD • Dialer • Reporting • Recording • Admin • IVR • ACD • Dialer • Reporting • Recording • Admin 888-123- xxxx 888-456- xxxx 888-789-xxxx Premise Call Center Equipment Location“1” Call Center agents/reps Premise Call Center Equipment Location“2” Silos of Technology Premise Call Center Equipment Location“3” Outsource Agents

9. Centralized Call Center Solution Customers Centralize Contact Center Technology Remove Contact Center Technology 888-123- xxxx 888-456- xxxx 888-789-xxxx Premise Call Center Equipment Location“1” • Centralized • (Visibility & Control) • IVR • ACD • Call Recording • Reporting • Supervisor Monitoring • Outbound Dialer • Administration Call Center agents/reps Premise Call Center Equipment Location“2” Premise Call Center Equipment Location“3” Outsource Agents

10. Centralized Call Center Solution Customers Centralize Contact Center Technology 888-123- xxxx 888-456- xxxx 888-789-xxxx Location“1” • Centralized • (Visibility & Control) • IVR • ACD • Call Recording • Reporting • Supervisor Monitoring • Outbound Dialer • Administration • WFM Call Center agents/reps Location“2” Location“3” Outsourced Agents @Home Agents

11. Five9’s Comprehensive Solution • Drives customer satisfaction & agent productivity Channels Agent Management Applications Workforce Management Quality Management Reporting Supervisor In-house Agents Phone Outsourced Agents Chat Work-at-home Agents Customer Email Web Experts Social Media Self service Integrations Mobile CRM & Other Business Applications 11

12. Strong Cloud Ecosystem CRM partners Telephony partners System integrators Technology partners

13. Success Across Industries BPO/Outsourcer Consumer Healthcare Technology • Banking/FinServ/Insurance

14. Successful track record of replacements BPO/Outsourcer Consumer Healthcare Technology • Banking/FinServ/Insurance &

15. Deployment Methodology • Tested and Proven • Consultative approach • Team of highly-experienced, industry experts

16. PS Processes:Implementation Flow Overview • Typical Implementation Timeframe: • 0-100 Seats (30 days) • 100-500 (30-60 days) • 500+ (45-90 days) Account Mgt. Customer Success Seat Ramp C.S. KickOff Go Live Sales In Base Initiate Optimization Define Configure Consultative Implementation

17. Solution Overview

18. How it Works Customers Customers PSTN Supervisor Administrator Internet Agents

19. System RequirementsAll You Need to Get Started • High-Speed Internet Connection • Desktop or laptop • USB Headset • Softphone • All Agent and Organizational activity captured • Real Time Monitoring - Historical Reporting

20. Virtual Call Center Features Sales Marketing Support Quality Monitoring Agent Chat IVR Call Recording ACD & Queued Callback Agent Scripting Voicemail Reporting Soft Phone Open API’s CTI & CRM Integrations Workforce Management Training & Support Predictive Dialer Award-Winning Call Center Software as a Service New calls CRM Integrations SIP VoIP TDM MPLS Connection Options Internet (VoIP) VPN Ethernet PSTN Chat Email Social Mobile Home Grown

21. CRM Integrations Hundreds of deployments with Five9 Cloud APIs

22. Five9 & Salesforce Relationship: • Over 250 integrations with Salesforce (eclipse all other competitors) • SFDC Partner since 2008 • ISV Partner since 2013 • APPX Partner FIVE9 Chatter Page • Integrate with Sales Cloud, Service Cloud, Work.com, Desk.com • Open CTI since 2013

23. Salesforce - Sales Cloud

24. Salesforce - Service Cloud

25. Oracle Service Cloud

26. ZENDESK

27. Microsoft Dynamics

28. Sugar CRM

29. NETSUITE

30. Infrastructure

31. Reliability - ScalabilitySupporting over 50,000 Concurrent Agents on (5) Continents Santa Clara, CA Atlanta, GA Architected for a high degree of fault tolerance : • Geographic redundant data centers • Redundant phone carriers & internet connections • Redundant hardware components and software servers • Supporting a global multi-tenant environment

32. Data Security

33. Security • Five9 has a number of security measures and IT controls in place to protect client information and minimize the risk of security breaches. We have designed these data protection controls in accordance with requirements for PCI DSS as well as administrative, physical and technical safeguards required for HIPAA. • These controls include: • Least-privilege, minimum-necessary logical and physical access controls • Two-factor authentication for highly privileged users • Encryption of data in transit • Rigorous change management practices • Defense-in-depth layering of security measures • Intrusion detection and prevention systems • Internal and external vulnerability scanning • 24x7x365 network operations centers • Data centers with annual third-party attestations • Ongoing information security and privacy training and awareness

34. Data Protection PCI/HIPAA • Five9 does not store any customer personal data in databases. Customer PII and PHI data will be stored in their CRM and not in the Five9 VCC database. • Five9 VCC will integrate with the customer CRM and use their own payment processing platform. All cardholder data will be stored in the customer’s payment processing platform and not in the VCC database. • If the customer intends on recording calls, Five9 has several options to encrypt, store, and safeguard the recordings. • Five9 will execute a HIPAA Business Associate Addendum • In addition, both of the Five9 collocation service providers in the United States currently have SOC attestations of their own: • CoreSite has a SOC 1 Type 2 attestation (performed under SSAE 16) with tests of controls relevant to reliability of power, reliability of data center cooling, security of premises and technical support to customers. • QTS has a SOC 2 Type 2 attestation (performed under AT 101) with tests of controls covering the security, confidentiality and availability principles.

35. Innovation

36. Visual IVR Overview Feature Benefit • End Customer Access • Contextual Queue Routing • Voice or Chat connectivity • Assisted Care • Contextual Screen Pop • Administration • Operational and Supervisor Reporting • Lower wait times to talk to agent • Call avoidance & right channeling • More accurate routing • Reduced time to answer with passing of context

37. Visual IVR & Visual Customer Feedback Offered choice of channel She chooses reservation Main menu is presented She provides her phone # Kate Johnson Kate clicks on “Contact Us” button on SmartTraveler Website Wait time is provided After Kate can provide feedback Kate has successfully completed her interaction on her terms on her mobile Puts in her reservation # Visual IVR is launched

38. Supervisor App for iPad Feature • Mobile supervisor access • Monitor queues, statistics, agent activity with configurable dashboards • Message or chat with individual agents or whole team • Filter and Search capabilities on all agent and campaign statistics pages • Coach agents via listen, whisper, or barge-in modes • Improved SLA adherence by monitoring and coaching agents on the floor • Freedom and flexibility to monitor and maintain contact centers from anywhere • Increased supervisor efficiency by having the data when they need it Benefit

39. Dashboard Feature Benefit • Business User Friendly dashboard • Configurable VCC and SoCoCare widgets • Drag and drop custom dashboards • Thresholds for Key Performance Indicators • Visualization of Standard Reports • Improved Supervisor efficiency to manage agent performance • Improved SLA adherence through threshold alerts • Increased visibility across channels

40. Why Five9? • Pure Cloud • Multi-tenant / No hardware • Agents anywhere / Rapidly scalable • Flexible pricing model     • One Unified Product • Inbound, outbound, and blended • Easy to use and administer from the same UI • Rapid Trial / Deployment / Integration • Days vs. quarters • Tight, proven integration utilizing single desktop interface • Sales & Support Execution • Highly experienced contact center focused resources • Blue-chip customer references

41. Why Five9 Wins • Largest Pure-Play Cloud-Based Contact Center Provider • Over 50,000 concurrent users (5 Continents) • Process 3.5 billion calls per year • Tested & Proven • We know Contact Center - 12 years of cloud contact center experience • Five9’s customer retention is 98% • From inception, we have always been a cloud-based contact center provider (not a PBX phone system or telecom provider) • Industry Experts • Highly Experienced Implementation Resources, responsive support, and effective account management. • Superior Solution.  The most optimal blended-agent technology solution in the industry….all built internally.

42. Why Five9 Wins • Flexibility: • No Geographic Limitations. Agent anywhere.  • Technology Flexibility.  Easy to self-administer platform and the ability to make real-time changes to your own environment • Rapid deployment/Speed to market. (days vs. months) • Multiple connection options • Automatically add New Features Seamlessly • You always take advantage of the newest technology. • Predictable Pricing Model • No Large upfront investment • Scale on demand. Ability to add and subtract agents. • Pay as you grow • No hardware • No yearly maintenance fees • No nickel and diming for features and connectivity

43. Why Five9 Wins • Ease of Integration to third party systems • 350+ Salesforce Integrations • Best SLA in the industry • Geographic Data Center Redundancy • LD Carrier Redundancy • Hardware Redundancy • Reduced Telecom Complexity • We have Telecom carrier status and provide reduced LD rates. • The Five9 Telecom team manages the relationships and connections with carriers • Quick agent adoption. Training is typically 1 hour

44. Channel Sales Territories AK WA ME ND MT VT MN NH OR NY WI MA CT ID SD MI HI WY PA NJ IA CA OH NE DE NV IN IL WV UT VA CO KY KS MO NC TN OK SC AR AZ NM GA AL MS LA TX FL West – Jessica Voss, jessica.voss@five9.com (623) 341-5461 Central & Canada – Steve Plunkett, steve.plunkett@five9.com (972) 731-8971 East – Susan Guerra, susan.guerra@five9.com (561) 939-9910 CONFIDENTIAL

45. Leadership Team • GauravPassi • EVP, Product Management • Barry Zwarenstein • Chief Financial Officer • Mike Burkland • President & Chief Executive Officer • Scott Welch • EVP, Cloud Operations • Moni Manor • Chief Technology Officer • Dan Burkland • SVP, Sales & Business Development • Mike Crane • EVP, Services • David Milam • Chief Marketing Officer

46. Solution Demonstration 46