NICE Real-Time Impact – Customer Case Studies March 2011

 2 nd largest cable television operator in the Netherlands  Serves 1.9M customers  600 seats CC, 3 in house, 3 outsourced Business Goals  Increase Customer satisfaction  Increase operational efficiency – reduce AHT, data entry error, training time  Ensure business process adherence  Increase cross-sell and up-sell  Up-sell and cross-sell advice based on information from Clarify or from Clementine + Unica  Technical problem resolution support. Connected to Clarify and Technical Diagnostics application – Smart Script!  Support the process of dispatch of engineers to the field. Connected to Dispatch application  Credit tool – real time calculation for credits to be issued to customers Key Differentiators  Overwhelming pilot results  Speed to develop and deploy  Minimal IT involvement needed  Sales conversion rate up 39.5%, vs. control group (w/o the solution) = €1.88M per year  AHT reduction of 23 sec = €847K per year UPC Netherlands

 Leading energy supplier, provide gas, electricity and home repair services  1,800 seats CC  IT environment: Siebel 6, Terminal emulators, Web KM  Deal: > £850k Business Goals  Reduce AHT  Improve sales through service conversion  Improve customer experience  Service up-sell. Product matrix and scripting are maintained in Real-Time Guidance & Automation  Best offer call outs  AHT reduction features:  Auto call wrap up  Call transfers  ‘Electronic’ phone directory  QOS improvement features, quick click to access Key Differentiators  Ability to address the contradicting goals of increasing revenue and reducing operational cost BGS have realized an ROI after only four months of using the solution  Sales increased by 32%, followed by an additional 8% increase  AHT reduction of 6% What’s Next:  Re-launch sales campaign using RTGA  Expand to other parts of BG – additional 3000 seats British Gas Services

 Leading telecommunications provider in Europe and Latin America  Deployed Real-Time Guidance & Automation in 2007 for business and private, fixed and wireless subscribers  Recently expanded to Technical Support Business Goals  Customer retention  AHT reduction  Mobile service up-sell  Policy adherence  Footprint in over 6000 seats  AHT reduction – retrieve relevant data from CRM and knowledge base  Billing, fees, contracts  Customer profile  Cross application data access  Up-sell –  Best product/service to offer  Alert on promotions  Compliance – operational and information alerts  Billing complaint process  Invalid or missing customer data  Scripts of sensitive information  Risk level of the client Telefonica

 Customer since 2004  Validated ROI on first deployment  Expanded the solution throughout the organization  Solution implemented in over 1500 seats and 8 different locations Business Goals  Regulatory compliance  Operational efficiency  Sales effectiveness  Back office process support  Compliance –  State-based rules and regulations provided to reps  Error reduction  Efficiency –  Smart links to knowledge pages  Context-based cross-sell –  Business-driven rules, feedback collection, reporting tools Key Differentiators  IT & Business agility - business users can control the system and introduce new/changed functionality  Deep Avaya integration  Support complex business processes and high call volume  Auto Sales & Service - -5% AHT, +11% Sales  Back Office - reduced errors to nearly zero What’s Next:  Expand solution to 2 additional companies in AIG group  Product upgrade 21 st Century / Farmers

 2000 seats contact center  Selling wireline plans and lines to SMB business The Challenge  Increase sales of new plans and additional lines for existing customers  Improve efficiency  Real-time best offers  Selling scripts & tips, objection handling  Smart links to competitive info  17% improvement in Lines sales  20% improvement in Plans sales  20% improvement in AHT Tier-1 N. American Telecommunications Service Provider

 A leading provider of annuities, life insurance, retirement plans, and financial services  400 seats The Challenge  Improve customer experience  Empower agents with contextual knowledge  Improve Asset Retention process accuracy  Business rules and guidance for Asset Retention process  Special groups treatment alerts  Inbound sales assistance  17% improvement in Asset Retention process accuracy Nationwide