CUSTOMISABLE OMNI-CHANNEL COMMUNICATIONS WITH LESS CODE

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1 CUSTOMISABLE OMNI-CHANNEL COMMUNICATIONS WITH LESS CODE NEIL HAN MANAGER, SOLUTIONS ARCHITECT, TWILIO APAC

Main content and supporting text W E A R E A C LO U

$\ 2 0 1 8 T W I L I O, I N C.$

2 Main content and supporting text W E A R E A C LO U D C O M M U N I C AT I O N S P L AT F O R M T H AT E N A B L E S C O M PA N I E S TO B U I L D, S C A L E, A N D O P E R AT E A N Y C O M M U N I C AT I O N S E X P E R I E N C E U S I N G A P I S. \ T W I L I O, I N C. A L L R I G H T S R E S E RV E D.

3 2,000,000+ Tw i l i o i s t h e leader in communications platform globally. DEVELOPERS 50,OOO+ BUSINESSES April COUNTRIES

4 TWILIO IS A NEW MODEL FOR DISRUPTORS. ON PREMISE MANAGED CLOUD PREMISE HYBRID CLOUD COMMUNICATIONS APIS Complete control Flexbile Flexbile Flexbile Ease to deploy Ease to deploy Ease to deploy Scalability Accessible to developers Accessible to developers Accessible to developers Evolve with the business 2017 TWILIO, INC. ALL RIGHTS RESERVED.

5 THE DISRUPTORS HAVE FOUND A PATH FORWARD WITH TWILIO T W I L I O, I N C. A L L R I G H T S R E S E RV E D.

6 TWILIO SMS BASED CUSTOMER LIFECYCLE MANAGEMENT Automated Bots Contact Center Mobile Workforce

7 RINSEBOT

8 RINSEBOT CONTACT CENTER

9 RINSEBOT CONTACT CENTER MOBILE WORKER

10 ENGAGE INTELLIGENT IVR Automated Bots Contact Center

11 TWILIO S COMPLETE CLOUD COMMUNICATIONS PLATFORM. VISUAL EDITOR STUDIO RUNTIME FUNCTIONS ENGAGEMENT CLOUD ACCOUNT SECURITY ALERTS + NOTIFICATIONS CONTACT CENTER DIGITAL MARKETING AUTHY VERIFY LOOKUP NOTIFY FLEX PROXY DEBUGGER PROG. COMM. CLOUD SMS VOICE VIDEO CHAT WIRELESS FAX CHANNELS ACCESS CONTROLS SYNC SUPER NETWORK PHONE NUMBERS SHORT CODE SIP TRUNKING ADD -ONS

12 Voice Chat SMS Video WhatsApp Snapchat Alexa RCS Apple Business Chat

13 SO, I HEAR YOU LIKE 4D.

14 LET S BUILD SOMETHING LIVE MESSAGING IVR IVR WITH SPEECH RECOGNITION

15 TWILIO PHONE NUMBERS OR YOUR PHONE NUMBER INSTANTLY PROVISION A PHONE NUMBER LOCAL PHONE NUMBERS IN 100 COUNTRIES TOLL-FREE PHONE NUMBERS IN 27 COUNTRIES INDIVIDUALS BUSINESSES LISTINGS

16 TWILIO STUDIO THE VISUAL BUILDER FOR TWILIO NO MATTER WHO YOU ARE, STUDIO MAKES YOUR LIFE BETTER. FOR DEVELOPERS, IT SAVES TIME. FOR EVERYBODY ELSE, IT MAKES THINGS POSSIBLE.

17 CELL PHONE OR LANDLINE CARRIERS YOUR APP MAKE MANY TYPES OF SIP PHONE SIP PHONES RING WEB BROWSER OR MOBILE APP WEBRTC <TWIML> WEB SERVER HTTP (REST API)

18 <Dial> to add someone to a call <Conference> to asynchronously add many people to a call CONTROL WHAT HAPPENS ON A LIVE CALL <Gather> user input from a dial pad <Record> the caller s voice and retrieve it when you need it <Queue> someone in line behind other callers <Say> some text to the caller <Play> an audio file to a caller <Message> them to send an MMS or SMS message reply <Reject> an incoming call without being billed. <Hangup> the call when you re done

19 THE FIRST APPLICATION PLATFORM FOR CONTACT CENTERS

20 BUSINESS ARE FORCED TO CHOOSE BETWEEN CUSTOMIZATION AND SPEED FOR THEIR CONTACT CENTERS. PREMISE CONTACT CENTER SAAS CONTACT CENTER Customizable (with pro services) Scalable, but inelastic Extremely expensive Quickly deployed Limited customizability Hard to scale

21 TWILIO GIVES BUSINESSES THE FREEDOM TO CUSTOMIZE, WHILE DELIVERING WITH THE SPEED OF THE CLOUD. PREMISE CONTACT CENTER APPLICATION PLATFORM SAAS CONTACT CENTER Customizable (with pro services) Scalable, but inelastic Extremely expensive Fully customizable Massively scalable Instantly deployed Quickly deployed Limited customizability Hard to scale

22 TWILIO FLEX GIVES YOU UNLIMITED CUSTOMIZABILITY. CUSTOMIZABLE CHOICE OF CHANNELS DRAG AND DROP FLOW BUILDER (STUDIO) PROGRAMMABLE ROUTING (TASKROUTER) PROGRAMMABLE FLEX UI ADDONS FROM MARKETPLACE

23 IMPROVE PRODUCTIVITY AND EXPERIENCE WITH CONTEXTUAL INTELLIGENCE. BEFORE THE INTERACTION DURING THE INTERACTION AFTER THE INTERACTION Programmable routing Real time transcription Automated agent scoring NLU bots & IVR Supervisor flagging Automated redaction Intelligent routing based on customer journey and agent AI profile Fully conversational bots Contextual suggestions Real time coaching Post call agent work assist

24 DEPLOY NEW CHANNELS INSTANTLY. VOICE SMS CHAT VIDEO FAX TWITTER DIRECT MESSAGE GOOGLE RCS FACEBOOK MESSENGER LINE SCREEN SHARE CO-BROWSE

TWILIO FLEX IS BUILT FOR MASSIVE SCALE, ENTERPRISE

95% SLA Platform uptime Tested to scale to Save 12+ months

10x more engineers 50,OOO agents per department.

25 TWILIO FLEX IS BUILT FOR MASSIVE SCALE, ENTERPRISE SECURITY, RELIABILITY, COMPLIANCE % 99.95% SLA Platform uptime Tested to scale to Save 12+ months of developer time 40 BILLION interactions per year. 10x more engineers 50,OOO agents per department. GDPR COMPLIANT (1H18) ISO CERTIFED CSA COMPLIANT 2017 TWILIO, INC. ALL RIGHTS RESERVED.

27 ENGAGE TWILIO ENGAGE SINGAPORE GRAND HYATT SINGAPORE 10 SCOTTS ROAD SINGAPORE TUE, MAY 22 AT 2:30PM

OFFICE FEATURES. (800)

OFFICE FEATURES. (800) OFFICE FEATURES (800) 799-0600 sales@nextiva.com Advanced Call Forwarding Call forwarding allows you to redirect calls to a third party destination such as a phone number or extension. Nextiva offers multiple