Itaú Unibanco Largest private sector financial institution in Brazil and among the largest in the world  2 sites - São Paulo and Rio de Janeiro, Brazil  11,000 agents  35 million interactions per year Improved Operational Efficiency  Utilized NICE IEX WebStation Plus to automate schedule trades and account for agent preferences Ensured Compliance  Implemented NICE Interaction Recording with 100% interaction recording to meet Brazilian telecom guidelines  Honored labor pact requirements through advanced NICE modeling Improved Customer Satisfaction  Refined scheduling practices to increase coaching and training time without impacting service level  Implemented NICE Real-Time Adherence to boost agent productivity  Workforce Management  Interaction Recording  Quality Management  Interaction Analytics Financial Services Background Solution Highlights NICE Solutions Impact Industry  Reduced operating costs by 20% through more efficient scheduling  Increased monthly training hours per agent from.67 to hours without impacting service level  Boosted service level by 6%  Increased adherence rate by 5% “The introduction of automated, flexible scheduling delivered cost reductions of 20 percent, producing greater efficiency and reducing our manual tasks.” Daniel Demicheli, Executive Manager – Mission Control, ITAU Unibanco

ItaúCard Largest private sector financial institution in Brazil and among the largest in the world  5 outsourced contact centers in Brazil in São Paulo, Rio de Janeiro, Juiz de Fora, Salvador and Recife  15,000 agents  240M interactions per year Improved Management of Outsourcers Captured 100% of interactions across five outsourcers to improve control over operations Set operational KPIs for short calls, silence, AHT, long calls and evaluation scores Analyzed calls based on these KPIs in order to address main challenges for each objective. Improved Agent Performance  Identified agents who consistently dropped calls and addressed.  Enhanced agent training based on areas that needed improvement. Reduced Repeat Calls Analyzed calls to discover and address root causes for repeat calls Improved Compliance Adjusted scripts to improve commercial dispute process, reducing complaints.  Interaction Recording  Quality Management  Interaction Analytics  Workforce Management Financial Services Background Implementation NICE Solutions Impact Industry  13% reduction in repeat calls  $15 million cost reduction  37% reduction in regulatory agency complaints “The NICE solutions provide us the capability to get accurate and consistent information faster and more efficiently in order to reduce costs while increasing customer satisfaction.” Fabio Binuesa, Coordenador de qualidade, ItauCard

Itaú Contact Center Provides financial services to customers, companies and managers.  Largest Bank in the Southern Hemisphere  + 40M of customers around the world  + 20K agents seats handling 63 million calls /mo  Located in Sao Paulo, Brazil Enhanced productivity and efficiency  Internalization of the contact center recording infrastructure which was previously outsourced  Addition of new features and advanced solutions added value to Itaú’s diverse lines of business  Integration with CTI platform (Genesys and Altitude) to improve more efficient search process of calls  Management and operational control centralized added safety and compliance to regulatory process Improved infrastructure  Centralization of recording system environment offers high availability infrastructure in three different data centers  Centralized storage to recorded calls with database replication in two data centers  NIM, release 3.5 and 4.1 with Quality Management and Screen Capture  Interaction Analytics  Real Time Authentication  Real Time Impact  IEX Workforce Management Financial services Background Solution Highlights Impact  Percent of recording system platform High Availability has risen from 20% to 100%  Percent of screen capture recordings has gone from 0 to 15%  100% of recording channels (Internal and outsourcing) are real time monitored  100% of Voice and Screen storage distributed in 2 centralized different locations with replication “The NICE solution is robust and allows scalability to meet all Itaú databases, in a centralized way and with high availability in a standardized environment.” Alvaro Torres, IT Manager, Itaú “It’s an integrated solution that ensures, above all, the safety of the recordings, and efficiency in managing the environment.” Carlos Truffa, IT Coordinator, Itaú NICE Solutions Industry