Western Union The worldwide provider of business solutions, consumer- to-consumer money transfer, bill-payment services and stored-value options such as prepaid cards.  4,000 agents  20 different call centers worldwide both internal and outsourced  Support in 75 different languages and dialects  3.9 million calls monthly Streamlined agent performance  Standardized all vendors on NICE’s solutions with the identical quality forms and Quality Plans for effective targeted monitoring while ensuring that variance does not go over +/- 5%  Centralized reporting to look at trends across all 20 locations and performance concerns specifically at certain locations Enjoyed ease-of-use  Easily launched one form for all 20 locations because other recording solutions were not a factor for implementation  Easily pulled calls by going into NIM to pull the call versus asking vendors for call examples and risking compliance issues by ing Experienced performance gains due to consistent messaging  Re-engineered the quality form to mirror customer satisfaction drivers with key qualifiers all while adhering to the Western Union business processes driving CSAT  NICE IEX Workforce Management  NICE Interaction Management  NICE Quality Management  NICE Performance Management Financial Services Background Solution Highlights NICE Solutions Impact Industry  Reduced reporting team by 3 FTEs  Increased customer satisfaction scores by 15%  Increased attendance on calibrations  Improved vendor quality team’s adherence to scoring  Streamlined reporting “Using NICE made managing quality performance and customer satisfaction for 20 different locations including vendors just easy.” – Robert Munger, Director of Workforce, Western Union

Western Union Worldwide provider of business solutions, consumer- to-consumer money transfer, bill-payment services and stored-value options such as prepaid cards  4,000 agents  Sites in 24 contact centers in 15 countries, both internal and outsourced  Support in 40 different languages and dialects  47 million annual contacts Streamlined agent performance  Standardized all vendors on NICE’s solutions with the identical quality forms and Quality Plans for effective targeted monitoring  Easily tracked and monitored variance to ensure results are within goal of +/- 2%  Centralized all reporting to look at trends across all 20 locations and drill down to performance concerns for specific locations Improved customer interactions  Analyzed dissatisfaction, revealing connections to poor communication about money pickup requirements  Implemented new process to remind transfer recipients of all required documentation, making for smoother transactions Performance gains due to consistent messaging  Re-engineered quality form to align to customer satisfaction drivers  Included key qualifiers all while adhering to the Western Union business processes driving CSAT  Implemented comprehensive roll-out plan to ensure understanding of the new process.  NICE Analytics-based Quality Optimization  NICE IEX Workforce Management  NICE Performance Management Financial Services Background Solution Highlights NICE Solutions Impact Industry 15% gain in customer satisfaction scores Significant reduction in time to report quality trends Reduction of 3 FTEs in reporting team Implementation of unified recording and quality platform to drive cross-location alignment in call scoring with corporate goals “Western Union recognized the need to improve customer satisfaction by providing all call centers with consistent coaching and insight. The only way to do this was to get all call centers on a platform that is dependable, flexible, and easy to use.” Robert Munger, Director of Workforce, Western Union