Alliance Data Retail Services North America’s largest provider of transaction-based, data-driven marketing and loyalty solutions  Sites in Columbus, Westerville and Milford, OH; Lenexa, KS and Westminster, CO  2,200 agents  Handle 35 million IVR and floor interactions and 1.7 million web chats per year Optimized Use of Customer Interactions and Transactional Data  Integrated NICE Interaction Analytics-based business solutions with IVR, customer service account retrieval software and collections software to analyze interactions and seamlessly integrate transactional data  Ran correlations between voice and business data categories and increased category accuracy Streamlined Quality Processes  Used NICE Quality Management with integrated evaluations and query creation to reduce call quality specialists’ heavy workload even before they began their evaluations  Pulled reports on specific criteria and provided immediate coaching  Interaction Analytics-based Business Solutions  Interaction Recording  Quality Management Retail Credit & Financial Services Background Solution Highlights Impact  38% increase in interaction categorization compared to previous solution  50% increase in productivity with a streamlined quality process “Integrating NICE Interaction Analytics-based business solutions with our third-party systems enabled us to considerably leverage our business data. Moreover, with NICE Quality Management, our call quality specialists were able to conduct their evaluations thoroughly and significantly faster than before. We are now able to analyze our customer interactions and gain a more holistic perspective on our business performance.” Kimberly Podkin, Manager, Operational Analytics, Alliance Data Services NICE Solutions Industry

Alliance Data Retail Services Fizzback Implementation North America’s largest provider of transaction-based, data-driven marketing and loyalty solutions  Sites in Columbus, OH; Milford, OH; Lenexa, KS; Westminster, CO; Rio Rancho, NM; Coeur d'Alene, ID  5,100 associates  Handle 45 million IVR and floor interactions Capture and Analyze the Voice of the Customer  Replaced quarterly phone survey sampling by third-party with Fizzback for faster, better results  Simplified and reduced time involved for customers providing feedback to improve response rate Ensured successful Fizzback launch  On-site interactive training workshop  Branded the Fizzback survey “VOICE” (Valuing Our Important Customer Experiences)  Developed a customized category for the call experience where associates received direct feedback  Determined alert callback criteria  Crafted re-poll questions as a follow up to the alert call- back process.  Tied survey results to associate rankings and incentives  Cross-referenced data sources through queries that allow them to do a more thorough analysis and provide insightful and actionable data to the organization  Cross-referenced data to gain call category information and run detailed analyses by call type  NICE Interaction Management with Interaction Analytics  NICE Fizzback  Quality Management  FCR Package  IEX, BackOffice Retail Credit & Financial Services Background Solution Highlights Impact  2.7% boost in overall customer satisfaction scores  3% increase in First Call Resolution rate  3.1% improvement in customer effort score  Increased surveys from 5,000/quarter to 20,000+/month “Our Customer Care teams deliver solutions that achieve customer experience excellence. The results from the NICE Fizzback solution create even more opportunities for us to deliver in-the-moment recognition and coaching to our associates. It also provides comprehensive, real-time feedback from our customers which allow us to continually enhance our service delivery.” -- Erick Carter, VP of Regional Care Center Operations, Alliance Data NICE Solutions Industry