1 Voxline Contact center service provider with ISO 9001, Ethics Label and associated with the main regional institutions for consumer protection  São Paulo, Brazil  324 agents  770,000+ interactions per year  100% interactions recorded  50% screens captured Increased Customer Retention  Deployed NICE Churn Reduction to identify best practices Improved First Contact Resolution  Deployed NICE First Contact Resolution to identify the root cause of repeat calls  Showed customers different opportunities to improve operational efficiency by revealing processes and services related to repeat calls Enhanced Quality Monitoring  Implemented methodologies to access the interactions most relevant for improving performance and processes  Enabled evaluators to focus on specific agent challenges and processes that have the highest impact on quality scores  Churn Reduction (powered by NICE Interaction Analytics)  First Contact Resolution (powered by NICE Interaction Analytics)  Quality Management  Interaction Recording Contact Center Services Background Solution Highlights NICE Solutions Impact Industry  Achieved a 15% increase in customer retention  Gained a 10% increase in first contact resolution rates  Improved quality monitoring procedures with a 30% increase in quality monitoring scores "NICE solutions are being used to add value to our customers’ business. Companies can monitor the interactions in the operation and make faster decisions to prevent or correct problems with processes and even management.” Lucas Mancini, CEO, Voxline

Voxline on Business Impact Serves a diversified portfolio of clients in many vertical markets, including pharmaceuticals, telecommunications, fast food, insurance, real estate and automotive  2,350 agents  São Paulo, Brazil  1 million calls annually Improved Customer Experience  Voice of the Customer strategy provided better understanding of call root causes  Call categorization allowed Voxline to adeptly respond to Brazilian regulations regarding consumer reporting of adverse reactions or unclear instructions about the proper use of pharmaceuticals Bottom-Line Results  Less time spent on low-value ID card replacement calls led to increased sales for pharmaceutical client  Improved productivity enabled elimination of agent overtime Improved Insights  Implemented screen recording for detailed insights into agent activities  Recognized the characteristics of a caller complaining about a missing ID card, resulting in a 64% decrease in such calls  Interaction Management (Recording)  Quality Management  Interaction Analytics Business Process Outsourcer Background Solution Highlights NICE Solutions Impact Industry  12% reduction in AHT  10% increase in agent evaluation scores  64% reduction in complaints  48 % increase in evaluator productivity  9% gain in service level "We needed a solution that could be deployed immediately, since we cannot compromise the treatment of our client's patients. NICE Interaction Analytics made it possible for us to develop a more proactive approach to the needs of the patients, and adapt quickly to requirements of our pharmaceutical client." Lucas Mancini, CEO, Voxline