SunTrust One of the nation’s largest and strongest financial services holding companies  2,000 agents  Sites in Atlanta, GA; Richmond, VA; Orlando, FL; Cookeville, TN; Nashville, TN; Charlotte, NC  35 million calls per year  Installed NICE Quality Management to capture and store interactions, mirroring the functions of their existing, dated application  Adjusted existing quality management processes and procedures to create a new environment that allowed for more teammate engagement  Utilized IEX SmartSync to fully integrate NICE workforce, quality and performance management. By incorporating coaching and performance options, teammates enjoyed greater ability to understand and drive their own performance.  Incorporated data capture, call monitoring and reporting to better gauge customer service  Combined multiple ACDs into a single enterprise ACD to create a more dynamic and efficient environment.  Interaction Management (Recording)  Quality Management  IEX Workforce Management  Performance Management Financial Services Background Implementation NICE Solutions Impact Industry  Replaced existing quality management system and gained more advanced capabilities  Captured 100 percent of their customer interactions  Monitored agent performance to improve service quality  Generated detailed reports for further analysis “Based on the success of our existing relationships with NICE using NICE Performance Management and NICE IEX Workforce Management applications it was clear that more benefits could be recognized. We realized that adding NICE Quality to our repertoire would allow us improved efficiencies and future flexibility with enhancements in today’s ever changing economic environment.” Dwight Chowning, Asst Vice President, SunTrust

SunTrust On upgrading Workforce Management One of the nation’s largest and strongest financial services companies. We are an organization driven by purpose and a personal touch.  2,000 agents  Sites in Atlanta (GA); Cookeville (TN), Nashville (TN), Orlando (FL), Richmond (VA), Manila (Philippines), Cebu (Philippines), Jaipur (India)  35 million calls per year Update WFM Capabilities  Slow forecasts from legacy solution took six hours to process, requiring WFM analysts to conduct runs on Sundays to avoid overburdening server during business hours  Bank wanted to improve flexibility of long-term forecasts  Screen limitations required inefficiently large intraday management team Improve Efficiency  Perspectives screens deliver friendlier view of contact center data, without need for training and hand-holding Meet Business Needs  SunTrust wanted forecasting and scheduling with greater flexibility for special-case agents, including outbound sales staff with high call abandonment rates  Also wanted to add more agent group classifications without adding WFM headcount  Regulatory requirements demanded coordinated, frequent password changes, now delivered by upgraded solution  Workforce Management  Interaction Management (Recording)  Quality Management  Performance Management Financial Services Background Implementation NICE Solutions Impact Industry  11% improvement in service levels from greater forecast accuracy  Shrinkage rate slashed 9.7%  Expanded agent groups without adding WFM headcount  Efficient real-time analysis allowed reduction in size of intraday management team NICE simplified our agent management, improved our processing speeds, and reduced the need for training and support.” Dwight R. Chowning, assistant vice president of workforce management, SunTrust Banks