SafeService

Continuity

From Safe to Safe and Productive -next generation of CXone@home Software

Move your contact center agents home in 48 hours and restore your full business operations remotelyin under 7 days

Get all your agents home and continue delivering service across all channels

For customers with under 750 Agents (<500 outside US)- Agents not yet working from home

- Feeling pain of legacy tech not sustainable @home

CXone@homeALL IN ONE

FREE for 60-DaysNo contract. No commitment

- ACD & IVR

- Voice Recording Pro

- Chat & Email

AgentPerformance

& Compliance

ServiceLevel

Assurance

Coach and monitor remotely to boost CSAT and build agent skills

Manage staffing, adherence to meet SLAs

- Screen Recording Pro

- QM Analytics Pro

- inView Performance Mgt

- Workforce Mgt Pro

Contact your Regional Partner Managerfor More Information.

Commercial Highlights

Copyright © NICEinContact

Why CXone@home may be a betteranswer than your current ACD for Safe and productive work-from-home

Contact your Regional Partner Managerfor More Information.

CXone@homeCOMMERCIALS

CXone@homeOne-time

Services SetUp Price (USD)

Turn-upTime

Safe ServiceContinuity

$5K (Voice)$2K (Chat/email)

Day 2Day 3

AgentPerformance &Compliance

$5,000 (QMA &Screen Rec Pro)$2,500 (inView)

Day 7

Service LevelAssurance1

$14K (WFM Pro) Day 452

- ACD turned-up in 48 hours- No contract, no commitment- No software charges for 60 days- Can upsell existing ACD customers3

- Negotiate 12-month term for day 61+ OR customer billed month-to-month - All products available, only pay one-time charges for products needed- Right-fit Customer Success Package at no-charge for 60-days

One-time Implementation Pricing

1 WFM Pro includes initial turn-up and pool of 1:1 training & consulting hours2 For new customers forecasting not ready for 90-days, existing ACD customers must have at least 12-weeks of historical data to begin forecasting on Day 453 Existing CXone ACD customers on user hub only (for now)

Does your existing ACD support remote agents?

- All agents @home < 48 hrs.

- No VPN required

- No hardware required – immediate elasticity

- No costly and time-consuming upgrades required

No InfrastructureAre current agent device

requirements sustainable?- Simple to support: browser and Internet connection

- Can use low cost Chromebook

- No installs or PC config for IT to troubleshoot per agent

- Intuitive, consolidated agent desktop

No Help Desk or ClassesDo agents and supervisors have

full app access @home? - Remote agent support for voice and all digital channels

- Out of the box embedded agent UI with leading CRMs*

- CXone provides complete suite of WFO and analytics for agent productivity** Turn-up within 7 days

Complete Offering

Q & A: CXone@home Q2 Offer

Q: How long is CXone@home All in One for? 45 or 60 days? A: 60 Days. (if the customer previously had CXone@home – add 15 free days).

Q: How long can we offer CXone@Home?A: Extending the offer until the end of Q2 (June 30th)

Q: Can I offer CXone@home for accounts > 750 seats?A: No. Unless specific approval from NICE inContact leadership has been consulted and agrees.

Q: Can partners resell CXone@home?A: Yes. Non-OEM resell partners can continue selling the expanded Q2 offering. OEM partners will have the option available.

Q: Can NRCs be spread out over time?A: For WFM Pro. Half will be billed up front, the second half can be spread out over 12 months.

Q: When do the free 60 days start? A: From the day the system is available to your organization.

Q: Can partners still get the SPIFF for this offering?A: No, but they remain eligible for the SPIFF once it converts to a paying contract.

Q: What happens after 60 days?A: If the customer wants to extend, they can negotiate a contract or continue monthly at rate pre-determined (list minus standard discount) in their initial CXone@home service agreement.

Q: Is there a limit on the number of agents?A: There is a minimum of 25 agents to qualify for the free offer and over 750 agents requires approval

Q: Where can I go to get additional supporting materials on our BCP messages?A: https://www.niceincontact.com/covid-19-continuity

Partner Joint MarketingOpportunities

- Press release announcing joint CXone@home and partner solution for work-from-home and business continuity leveraging existing product integrations

- Partner sellers can introduce CXone@home into eligible accounts in need of a rapid solution and partner with NICE inContact sellers to close business

- Joint webinars to respective installed bases promoting partner solutions

- Joint webinars to prospect accounts promoting integrated offerings

- Social promotion of joint solution weekly

- NICE inContact will conduct enablement sessions for partner sellers on CXone@home offering value proposition

- Joint customer case study/testimonial development and promotion

COVID-19:Messaging, Offers, and Continuity Plans

March 18, 2020

Chris Bauserman, VP Product Marketing, NICE inContact

Chris Romrell, Manager, Technical Account Management

How we help Key messages and content

New offers for customers and prospects

Our Business continuity

For platform, network, and support services

Q & A

Agenda

2

1.

2.

3.

4.

How we are delivering continuity

3

Keep Employees

Safe

Full work from home support. All you need

is a computer and Internet.

Shift Work Across

Locations

Multi-site queue across regions, and

make call flow or IVR updates in minutes

Move Fast to Support

Customers

Elastic scaling to handle customer

demands and turnup of CXone in 48 hours

Ensure Service Reliability

Guaranteed 99.99% uptime and global

redundancy

Resources: COVID-19 continuity

4

Keep Employees Safe

• Checklist: work-

from-home readiness

• Work-from-home agents best practices webinar

• Work-from-home agents whitepaper

Shift Work Across Locations

• Multi-site / multi-

region whitepaper • LA County 211

agility during crisis webinar (replay)

Move Fast to Support Customers

• Hurricane Harvey

72-hour turn-up • Aetna turn-up

CXone in 3-weeks • Teleflora elasticity

case study • CXone for IT

Leaders demo

Ensure Service Reliability

• NICE inContact Trust Office

• Disaster recovery paper

• Disaster recovery / continuity datasheet

Overall Resource Page: www.niceincontact.com/covid-19-continuity

Press Release | Crisis Management Blog | 211/311 Blog

CXone@home

• Turn-up CXone within 48 hours

• No charge for software for 45 days

• New CXone customers only

• Details on next page

New business continuity offers

Free business continuity

planning review

• Overview of our business continuity and remote work capabilities

• Assessment of customer / prospect environment

• Delivered by SEs or TAMs

Free voice ports for 211 / 311

services

• Unlimited additional voice ports to handle potential surge in citizen calls

• Valid through 10/31/2020 with contract addendum via pricing desk

• Similar international services by approval

5

6

Up and running in 48 hours

No charge for CXone cloud software for 45 days*

No commitment, no contract

CXone Call Center Bundle: min 25 seats, no max

− ACD/IVR

− Audio recording

− Integrated softphone for B-leg (agent)

− Call forwarding for A-leg (customer)

− 5 GB active storage and 3 voice ports per agent

− Free unlimited voice ports for 211/311/similar agencies

− Care customer success package

CXone@home offer

https://get.niceincontact.com/cxoneathome

*Nominal one-time activation fee applies

7

CXone@home fast implementation

CXone@home Call Center Global Package

NICE inContact CXone USD AUD EUR GBP

ACD/IVR ✔ ✔ ✔ ✔

Ports 3 3 3 3

Active Storage 5 GB 5 GB 5 GB 5 GB

Integrated Softphone ✔ ✔ ✔ ✔

Audio Recording Pro ✔ ✔ ✔ ✔

Implementation NRC – Direct List Price $5,000 AUD 7,100 €4,500 £4,000

Implementation NRC - Partner Buy Rate $4,000 AUD 5,680 €3,600 £3,200

• Dedicated cross functional team for this offering

• Available capacity today for spikes--Operations began planning for additional spikes a week ago

• Certified Implementation Partners (CIP) also available:

• 3 CIPs already on standby. Adding more this week.

• Flexibility with international regions via CIPs and in-house resources

• Fast Start implementation in 48 hours – Standard pre-written SOW and price for all clients

• E-learning for agent training

• No changes or additions except for-fee additions: chat/email, pre-built CRM integrations

COVID-19 Continuity and CXone@home smartpage

Content Hub partner resources

8

Is CXone@home available to Partners?

• Yes. CXone@home is available to all non-UCaaS partners at this time

Do any SPIFFS in market apply for CXone@home opportunities?

• No, but they remain eligible for the SPIFF once it converts to a paying contract

Does the CXone@home promotion apply to existing customers?

• No. This promotion applies to new customers / “new logo” only

Is there a limit on the number of agents?

• No. There is a 25-seat minimum to qualify, but no cap on the number of agents

Partner FAQs: CXone@home offer

9

NICE inContact service continuity

Remote Work and Back Office

NICE inContact Architecture and Services

Disaster Recovery Planning

• Prioritize systems review based on

potential CX impact

• Quickly update IVR announcements

• Start holistic emergency planning for

remote agents now

• Expand use of virtual agents as

normal business or during volume

spikes

Planning ahead

12

• Geographic Redundancy

− Data Center & POP

▪ LAX/DAL (US)

▪ FRA/MUN (EMEA)

▪ SYD/MEL (APAC)

− AWS

▪ Oregon (US)

▪ Virginia (FedRAMP)

▪ Frankfurt (EMEA)

▪ Sydney (APAC)

− Telecom Point of Presence

▪ 11 globally redundant POPs

Fault tolerant design

− Primary/Secondary

▪ Active/Active

▪ File Replication

▪ Database Replication

− Load Balanced

▪ Web Servers

▪ Media Servers

▪ API Servers

• Customer Experience

− How can you pre-plan for potential risks so that you provide your customers with the best possible experience

− Utilize Hours of Operation tool for messaging (high queue times) & emergency handling

− Offering Voicemail, Callbacks or alternative digital channels

− Pre-plan for Messaging/Alerts on customer-facing portals/websites

• Fault-Tolerance

− Does your NICE inContact solution have on-premises dependencies (PBX, dedicated circuits, local databases, etc.)

− How do your studio scripts handle timeouts, non-responsive requests from their integrations?

Risk planning

Continuity / remote agent checklist

14

Q & A

15