"Kiosks are you using them and are they a successful as a payment channel?"

1. "Kiosks are you using them and are they asuccessful as a payment channel?" Utility Payment Conference

2. Company Profile • As the third-largest cable entertainment and broadband services provider in the country, • Cox Communications Inc. • is best known for pioneering the bundle of television, Internet and telephone services together, offering consumers the ability to consolidate their services with one provider. For Cox, it’s not about being the biggest; it’s about being the best. • With over 6 million customers and over 22,000 employees, Cox is known as one of the best in the business. In addition to customer care leadership, Cox is also widely lauded for its commitment to diversity and inclusion and overall corporate strategy. With multiple J.D. Power and Associates awards for Customer Satisfaction and Product Quality, Cox is the only communications company to win top satisfaction honors in Video, Internet, Phone, and Business categories.

3. Payment Volumes by Channel 3rd Party Cox Kiosk Cox Retail Phone Mail Recurring Web Un/Underbanked Accessible Channels

4. Simplified Demographics Household Income Employment Population Patterns Age Gender Ethnicity

5. Approach to the Un / Underbanked Cox seeks to meet all our customers at their point of need (assisted or self service) • Our approach to the un / underbanked community over the past 3 years includes: • Execution of National 3rd party contracts which allows customers to pay at grocery store chains and local convenience store locations • Development of a common payment architecture which posts customer payments to their account as soon as it is received by Cox or authorized 3rd party vendors • Development and implementation of Cox proprietary kiosks currently being deployed in all new “Cox Solution Center” locations Cox’s Future Direction: • Continue to expand available walk up locations for customers • Continue to expand the integration of our payment architecture to select vendors • Continue to monitor payment metrics to determine next step strategies

6. Overview – Cox Kiosk Optimization • Cox Kiosk Optimization – the Cox kiosk legacy payment channel has been in place since 2002 and continues to be a high performing, preferred, and consumer-free payment channel for Cox customers. • In 2009, with the maintenance agreement expiring, and the need to replace the outdated hardware and software rising, Corporate IT had to respond. Partnering with Corporate and Field leadership, we worked 6-12 months on vetting and selecting a new kiosk solution for our cable/retail, wireless, and partner locations. It was crucial to find a vendor that could not only provide the hardware, but work with us to create and develop a software solution to fit and grow with our expanding demographic of customers. Who at the crux want a fast, convenient, and easy way to pay their bills.

7. Helps alleviate customer traffic at retail / wireless counters and provides customers with another (FREE) option for payment. Service agreements for maintenance of the older Source Technologies kiosks have expired. Therefore, further maintenance is no longer available. The majority of our Third Party vendors are not integrated with Cox. Therefore, real time payment updates to accounts are not available until the next business day. Cox Kiosks - The Elevator Speech

8. Selecting a Solution

9. Selecting a Solution • Best-Practice On-screen Interface • Integration Standards for a new business process • Integration Benefits to enhance current business processes • End of Day Reconciliation • Security and Monitoring

10. Selecting a Solution – 5 Series Plus Kiosk • Used by other MSOs such as Verizon, Alltel, and Time Warner. • Small, Agile Design • Infrared Touch screen Display • Ability to Accept (3) Methods of Payment: • Cash • Credit • Checks • Linked to ICOMS for real-time account information and updates. • Receipt Printer for individual customer receipts and end of day reconcilement reports.

11. Tailoring the Product • On-screen Interface customization • Integration customization

12. Implementation • Position the kiosks as a distinct business channel rather than a convenient alternative • Deliver the best combination of product benefits and specific customer needs • Assist in training those who will help users of the kiosks

13. Implementation - Pilot • Selecting a Site/Store to Pilot the kiosks (Macon, GA and San Diego, CA) • Training the Retail and IT staff on the new solution. • Putting the kiosks in service/joining to the domain. • Monitoring daily activity at the kiosk, tracking issues, and soliciting feedback from customers. • Once the kiosks had reached the required number of transactions or days in service (soak period), we updated our requirements and began making final changes to the overall solution. Both back end configuration and UI changes.

14. Implementation - Pilot San Diego Federal Store (Pilot) – Legacy Kiosk and New Kiosk Side by Side

15. Cox Kiosk Roadmap 2009 – 2010 Projects January February March April May June July August September October November December • 2009 • Common Payment Architecture • Implement open payment architecture that permits new payment channels and third parties to integrate into our payments and billing system. • Next Generation Kiosk • Vendor Selection, Contract Execution, Develop Solution • 2010 • Cox Kiosk Deployments • The goal of this initiative is to retire existing Cox proprietary kiosks located in Cox retail locations and provide new Cox kiosks to retail and wireless locations Kiosk Phase 2 Enhancements • Reporting Portal • Software Upgrade • Web Service Enhancements 2011 Define Phase - Complete Analyze Phase - Complete Development Phase – Complete Deploy Phase – Complete Design Phase – Complete Test Phase – Complete Send RFPs to Vendors Selection of Vendor/Contract Execution Develop/Design/Complete Requirements for SourceTech Development/Build Phase – Complete MAC and SAN Pilot Deployments - Complete Deploy – BTR/LOU, PEN/GAN, SAN, PHX Kiosks OMA and ORG /Wireless Store Kiosk Deployments - Complete Stabilization – On-Going Deployment Support Deploy – PEN/GAN, ROA, RHI, CON, ORG, Kiosks Define Phase - Complete Cox Kiosk Reporting Portal Deployed Analyze Phase - Complete Design Phase – Complete Develop & Test – Complete Phase 2 Enhancements Deploy – Phase 2 Software Release Stabilization – On-Going Deployment Support

16. Cox Kiosk - Customer Payment Trending

17. Cox Kiosk - Customer Payment Trending

18. Cox Kiosks – Number of Kiosks In Service

19. Presenters

20. Q & A