Aspect Via™ The Customer Engagement Center in the Cloud ©2016 Aspect Software, Inc. All rights reserved

Everything you need in one, all cloud Customer Engagement Center: Service Intelligence Reporting and Analytics Agent Empowerment Omnichannel Engagement Customers expect access on their terms across any channel from wherever they are; in their office, at home or on the go. We know that for a customer to promote a brand, they can’t just be satisfied, the expect to be impressed. That means being proactive and anticipating their needs with proactive and personalized service. Yet, for a company to deliver on their brand promise they need to stay connected with their customers and know what works, what’s changing and needs to change with the power to respond to those shifts with agility. Everything you need is on a single, all-in-one cloud platform: Empower customers with popular contemporary digital self- service channels such as texting with natural language understanding to automate convenient, conversational interactions anytime, anywhere Engage customers via their channel of choice and provide timely, accurate answers to customer inquiries with service intelligence options that provide omnichannel connects based on skills, customer and real-time data Be proactive and anticipate customer needs with proactive and personalized service. Reduce regulatory risks resulting from recent and on-going government mandates for proactive outreach with compliance capabilities that help you manage outbound engagement strategies and comply Increase team morale and empower agents thru the use of familiar tools, user interfaces and consumer technologies like mobile devices and FB Messenger Equip supervisors and administrators with capabilities for process and people optimization….solutions to optimize the quality, efficiency and professional development of the workforce across the enterprise, from the front lines of customer service to back office operations. Make the most of the interaction and customer data you have to better segment and serve target audiences as well as personalize interactions with them, all while streamlining operations. Pre-built, real-time and historical reporting, together with actionable analytics, can elevate business efficiencies -- along with customer satisfaction ratings -- to new heights. Leverage Aspect’s secure, reliable and flexible cloud infrastructure to rapidly deploy services with no up-front capital investment, backed by Aspect's world-class cloud SLA. Self-Service Complete Cloud Proactive Outreach Process and People Optimization 2 ©2016 Aspect Software, Inc. All rights reserved

Everything you need in one, all cloud Customer Engagement Center: Service Intelligence Native IM, WFO and Self-Service capabilities Common UI for configuration and administration across all capabilities Shared real-time and historical reporting across all capabilities Reimagined, role-based UX for agents, team leads and administrators Reporting and Analytics Agent Empowerment Omni-channel Engagement Customers expect access on their terms across any channel from wherever they are; in their office, at home or on the go. We know that for a customer to promote a brand, they can’t just be satisfied, the expect to be impressed. That means being proactive and anticipating their needs with proactive and personalized service. Yet, for a company to deliver on their brand promise they need to stay connected with their customers and know what works, what’s changing and needs to change with the power to respond to those shifts with agility. Everything you need is on a single, all-in-one cloud platform: Empower customers with popular contemporary digital self- service channels such as texting with natural language understanding to automate convenient, conversational interactions anytime, anywhere Engage customers via their channel of choice and provide timely, accurate answers to customer inquiries with service intelligence options that provide omnichannel connects based on skills, customer and real-time data Be proactive and anticipate customer needs with proactive and personalized service. Reduce regulatory risks resulting from recent and on-going government mandates for proactive outreach with compliance capabilities that help you manage outbound engagement strategies and comply Increase team morale and empower agents thru the use of familiar tools, user interfaces and consumer technologies like mobile devices and FB Messenger Equip supervisors and administrators with capabilities for process and people optimization….solutions to optimize the quality, efficiency and professional development of the workforce across the enterprise, from the front lines of customer service to back office operations. Make the most of the interaction and customer data you have to better segment and serve target audiences as well as personalize interactions with them, all while streamlining operations. Pre-built, real-time and historical reporting, together with actionable analytics, can elevate business efficiencies -- along with customer satisfaction ratings -- to new heights. Leverage Aspect’s secure, reliable and flexible cloud infrastructure to rapidly deploy services with no up-front capital investment, backed by Aspect's world-class cloud SLA. Self-Service Complete Cloud Proactive Outreach Process and People Optimization ©2016 Aspect Software, Inc. All rights reserved

Contemporary Customer Service Capabilities Self-Service Omni-channel Engagement Service Intelligence Proactive Outreach Customers expect access on their terms across any channel from wherever they are; in their office, at home or on the go. We know that for a customer to promote a brand, they can’t just be satisfied, the expect to be impressed. That means being proactive and anticipating their needs with proactive and personalized service. Yet, for a company to deliver on their brand promise they need to stay connected with their customers and know what works, what’s changing and needs to change with the power to respond to those shifts with agility. Everything you need is on a single, all-in-one cloud platform: Empower customers with popular contemporary digital self- service channels such as texting with natural language understanding to automate convenient, conversational interactions anytime, anywhere Engage customers via their channel of choice and provide timely, accurate answers to customer inquiries with service intelligence options that provide omni-channel connects based on skills, customer and real-time data Be proactive and anticipate customer needs with proactive and personalized service. Reduce regulatory risks resulting from recent and on-going government mandates for proactive outreach with compliance capabilities that help you manage outbound engagement strategies and comply Increase team morale and empower agents thru the use of familiar tools, user interfaces and consumer technologies like mobile devices and FB Messenger Equip supervisors and administrators with capabilities for process and people optimization….solutions to optimize the quality, efficiency and professional development of the workforce across the enterprise, from the front lines of customer service to back office operations. Make the most of the interaction and customer data you have to better segment and serve target audiences as well as personalize interactions with them, all while streamlining operations. Pre-built, real-time and historical reporting, together with actionable analytics, can elevate business efficiencies -- along with customer satisfaction ratings -- to new heights. Leverage Aspect’s secure, reliable and flexible cloud infrastructure to rapidly deploy services with no up-front capital investment, backed by Aspect's world-class cloud SLA. Agent Empowerment Process and People Optimization Reporting and Analytics Complete Cloud 4 ©2016 Aspect Software, Inc. All rights reserved

Modern, Omni-channel Self-service Enable omni-channel self-service and a consistent, personalized experience across all customer touch points Personalized Dynamically personalize and ease self-service interactions by managing customer preferences and segmentation data Intelligent Wow your customers by knowing when and why they contacted you last, and whether there are any outstanding issues Enable omni-channel self-service and a consistent, personalized interface across all customer touch points Wow your customers by knowing when and why they contacted you last, and whether there are any outstanding issues Provide a seamless Omni-Channel Customer Journey by preserving session state across customer touch points – self-service and agent assisted with Experience Continuity Dynamically personalize and ease self-service interactions by managing customer preferences and segmentation data Obtain real-time reporting and deep analysis of caller behavior, application performance, and transaction success for rapid tuning, improved ROI, and a better customer experience. Design Once, Deploy Anywhere with rich self service across voice, SMS, Social, Visual IVR, and Mobile with powerful disposable Mobile Apps Flexibility to augment your existing IVR solution, whether from Aspect or a 3rd party Contextual Provide a seamless omni-channel Customer Journey by preserving session state across customer touch points – self-service and agent assisted Simple Design Once, Deploy Anywhere with rich self-service across voice, SMS, Social, Visual IVR, and Mobile with powerful disposable Mobile Apps 5 ©2016 Aspect Software, Inc. All rights reserved

Seamless Customer Journey - Delivered! Seamless customer experience from self-service to live agent assistance Contextual information from customer’s self-service interaction is delivered to the agent Real time visibility to agent assistance requests aid command center resource planning Detailed Customer Journey reporting showing all touchpoints for the self-service and agent assisted service Easy to use workflow scripting allows for tailoring the customer engagement experience from self-service to assisted service Seamless customer experience from self-service to personalized service from the best skilled agent across the enterprise Contextual information from customer’s self-service interaction so the agent is better informed Real time visibility to agent assistance requests aid command center resource planning Detailed Customer Journey Report showing all touchpoints for the self-service and agent assisted service interaction for each individual transaction Easy to use workflow scripting allows the business to tailor the customer engagement experience from self-service to assisted service 6 ©2016 Aspect Software, Inc. All rights reserved

Modern, Omni-channel Self-service “To make a reservation, please say the city and state first” To make a reservation, please send the city and state first IVR TEXT MOBILE APP SOCIAL Design Once Deploy Anywhere Only Aspect offers “Design Once, Deploy Anywhere” architecture that lets companies design a self-service application for one channel like IVR, and easily re-deploy on another channel (SMS, social, mobile apps, etc.) – historically, this has saved companies over 50% on development costs. 7 ©2016 Aspect Software, Inc. All rights reserved IVR ITR Mobile

Proactive Customer Outreach Provide critical information through the most effective channel, supporting increases in productivity, service satisfaction, recovered debt and sales revenues Connect Power automated multichannel campaigns and high-touch proactive customer care delivered through voice, email or SMS to stay connected with customers Inform Send important alerts and value added messages to the right people, at the right time, to reach customers when the information is most relevant and helpful Proactive customer outreach is fundamental to keeping customers engaged, informed and on schedule whether for appointments or bill payments -- but contacting customers in a regulatory compliant way has been made so much more difficult with the proliferation of mobile devices. The Telephone Consumer Protection Act (TCPA) has strict regulations about contacting consumers’ mobile phones devices without explicit consent. Today 65% of households can only be contacted via a wireless device -- this number will only grow as will compliance concerns. Aspect Via has you covered. Aspect leads the outbound dialer market with contact capabilities that power automated multichannel campaigns and high-touch proactive customer care delivered through voice, email or SMS. A full set of advanced list and campaign optimization compliance capabilities allow you to adhere to regulatory dialing requirements, making it easier for you to comply. This functionality makes it possible to provide critical information to the right people at the right time through the most effective channel, supporting increases in productivity, service satisfaction, recovered debt and sales revenues. Anticipate Deliver extraordinary service to your customers by anticipating their needs and sending proactive and personalized service communications Compliant Deploy smarter, compliant campaign strategies that take full advantage of engagement opportunities to save time and resources while adhering to regulatory requirements 8 ©2016 Aspect Software, Inc. All rights reserved

Engaged and Empowered Counselors EMPOWER Agents - Forrester Research 2X Agents satisfied with technologies at work are two-times more likely to recommend their company as a good employer. There’s a strong relationship between an empowered agent and a happy customer. As Ian Jacobs at Forrester says in a recent report, “Unhappy contact center agents equals unhappy customers. It’s that simple.” “ There’s a strong relationship between an empowered agent and a happy customer. As Ian Jacobs at Forrester says in a recent report, “Unhappy contact center agents equals unhappy customers. It’s that simple. - Ian Jacobs, Forrester Research

Reimagine the User Experience Easily customized, widget-based, pure thin client user interface Full omni-channel support on popular web browsers and on all client devices Performance data from WFO as well as common agent functions from those applications Reimaging the User Experience Aspect Via provides role based user interface provides an easy to use streamlined user experience for agents, team leads, and administrators. Easily customized, widget-based, pure thin client user interface. Full omni-channel support – all channels Popular web browsers and on all client devices -- desktops, laptops, tablets and smart phones Performance data from WFO as well as common agent functions from those applications Reporting and Analytics data across all components will drill-down capabilities for more granularity 10

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Via Omni-channel Engagement Up to 8 simultaneous interactions Interactive workspace (customer context, file share, spellcheck) “Click to call” easily escalates from chat to voice 12

Flexible and Mobile Self-Service Access to Contact Center Applications Give millennial agents and supervisors the self-service and mobility they want Easily review/change schedules and perform other common agent workforce functions from any mobile device Receive email, text, push notification or desktop alert on voluntary OT, vacation or other contact center priority Agents respond in the self-service channel of their choice including smartphone app, natural language interactive text response (Aspect Mila), office desktop, IVR or direct messages via social media Research shows a clear link between the happiness of agents and the happiness of customers.  Providing convenient, familiar workforce management tools to help agents more easily accomplish tasks, no matter how simple or complex – keeps them more engaged – and engaging — in important customer- facing work. Aspect radically simplifies self-service communication between agents and the contact center using mobile devices. Mobile access to the contact center gives the modern Millennial agent the ability to easily balance work life and personal life while on the go, and it has been demonstrated to significantly reduce absenteeism and employee turnover. Give millennial agents and supervisors the self-service and mobility they want with a dedicated mobile app or touch-tone IVR that enables easy viewing and changing of schedule from anywhere. Accommodate any agent’s personal schedule with a rich selection of employee schedule preferences (e.g., hours/week, shift length, start/stop times, workday patters, days per week, lunch time preference, etc.) Contact centers communicate the need for voluntary overtime or time-off en masse to the appropriately skilled agents as volumes ebb and flow through email, SMS/Text, push notifications (as well as to the desktop when in the office) Agents respond in the self- service channel of their choice including IVR, smartphone app, natural language interactive text response (ITR), direct messages via social media (or the desktop in the office) Workforce management business rules approve or deny requested schedule changes in real-time based on pre-determined business rules, personal vacation time available and group allowances Natural language ITR enables agents to use conversational English via SMS/Text to easily accomplish common agents tasks such as schedule review and change 13 ©2016 Aspect Software, Inc. All rights reserved

Process and People Optimization Complete workforce, quality and performance management capabilities to engage agents, drive quality customer interactions and improve service. Accurate Optimize the forecasting, planning and tracking of multi-skill resources within your workforce to ensure the right service individuals are ready when customers need them most Informative Record voice and screen interactions, evaluate recordings, provide coaching through the evaluation feedback process, and analyze the results through standard reporting Technology is second nature to your customers. Now it can be first-rate for your agents. Workforce optimization capabilities within Aspect Via increase productivity for millions of agents worldwide while enhancing their work lives every day – from real-time coaching to managing their schedules via smartphones with ease. Workforce, quality and performance management... Aspect Via covers it all and is designed to adapt rapidly and cost-effectively to your changing contact center needs. The result? More engaged agents, higher quality customer interactions and improved customer experience all at a lower operating cost. Insightful Multi-dimensional KPI dashboards and reports that provide comprehension into operational performance as well as holistic insight into the customer experience Analytical Monitor the customer conversation in every channel with powerful analytics capabilities to drive business process change and an improved customer experience . 14 ©2016 Aspect Software, Inc. All rights reserved

Real Time Omni-channel Reporting & Analytics Advanced, reporting and analytics to help focus on operational efficiency and service strategies Insightful Built-in reporting capabilities to measure progress toward first-call resolution, interaction-handling time and more Actionable Dashboards and report templates provide up-to-the-minute and historical data -- with easy drill-down to the most granular data to fine tune contact center processes Useful Comprehend drivers behind customer behavior and attitude such as churn, purchase and satisfaction Impactful Understand the customer journey from self-service thru to live assistance with complete customer engagement reporting and analytics 15 ©2016 Aspect Software, Inc. All rights reserved

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Deep Next Generation Analytics – Quantifying and Evaluating Success Real-Time Dash-boarding and Authoring Easy Authoring for Historical Reports 17 ©2016 Aspect Software, Inc. All rights reserved

Let’s Take a Closer Look at Aspect Via™…. Agent Persona Agent and Team Lead WFO Team Lead – Live Agents Assist Manager – Create an inbound service Manager / Team Lead – Review Chat transcripts 18 ©2016 Aspect Software, Inc. All rights reserved