1. © 2010 numero - Commercial In ConfidencePage 1 numero overview 11 th October 2010

2. © 2010 numero - Commercial In ConfidencePage 2 Who are numero? numero overview

3. © 2010 numero - Commercial In ConfidencePage 3 Our Vision

4. © 2010 numero - Commercial In ConfidencePage 4 Overview Successful private company Substantial track record of innovation in multiple IT sectors 30+ blue chip customers Clients represent leaders in their field Mature & significant Partner support Structure 52 staff HQ in Manchester, UK About numero Heavy ongoing investment in R&D >30 blue chip clients 10 th year 80% of employees in software & services roles ► ◄

5. © 2010 numero - Commercial In ConfidencePage 5 Our Market Space numero interactive

6. © 2010 numero - Commercial In ConfidencePage 6 © 2010 numero - Commercial In ConfidencePage 6 Platform innovation 01 05 10 Business formed Websphere integration Platform redevelopment project – V4 Concept origination Acquire NLP platform First solution deployment Automated ERMS for transactional emails Introduce multi-brand capability Enhance scalability & resilience Integrated telephony & correspondence functionality SMS functionality First new deployment V4.1 Websuite Chat i-Series

7. © 2010 numero - Commercial In ConfidencePage 7 Where we fit Telephony Web Self Service Keep Client Informed Contact Centre & Back Office All channels Unified Desktop Single CMS CRM Customer – CASE record Single view of customer CTI Single Desktop Dynamic Data Forms Scripting Call Backs Dynamic FAQ Contact Us Contact deflection Secure Messaging Click to Chat Call back Social media Dynamic SMS Email Secure Messaging Unify field service to contact centre Social media

8. © 2010 numero - Commercial In ConfidencePage 8 © 2010 numero - Commercial In ConfidencePage 8 Business Process Outsourcing Traditional & proven Retail Traditional & proven Partners Growth Creating new opportunities Public Growth Financial Services Growth Home Shopping Traditional & proven ►◄ New emerging markets: Publishing/subscription Financial Logistics Utilities HR Telecom Our increasing marketplace

9. © 2010 numero - Commercial In ConfidencePage 9 numero interactive numero overview

10. © 2010 numero - Commercial In ConfidencePage 10 © 2010 numero - Commercial In ConfidencePage 10 Capture Interpret Allocate Prepare Interact Capture Interpret Allocate Prepare Interact The challenge Call Centre Online Admin Centre Data Centre Branches Off shore The customer interaction journey is complex ►◄

11. © 2010 numero - Commercial In ConfidencePage 11 Examples of the challenge numero overview

12. © 2010 numero - Commercial In ConfidencePage 12 Barry

13. © 2010 numero - Commercial In ConfidencePage 13 Gary

14. © 2010 numero - Commercial In ConfidencePage 14 Jenny

15. © 2010 numero - Commercial In ConfidencePage 15 © 2010 numero - Commercial In ConfidencePage 15 Our solution The customer interaction journey is simplified Workflow automation provides business case & ROI Capture Enrich Process Route Assist Respond ►◄ Interaction mgmnt Interaction mgmnt

16. © 2010 numero - Commercial In ConfidencePage 16 Reporting Enrichment Inbound Gateway Outbound Gateway Workflow Content Management System Content Management System Supervisor Console Unified Agent Desktop CRM Legacy Billing Fulfilment Back-Office Systems Resource Manager Universal Queue Agent Availability Agent Skills Queue Size & SLAs Letters Email Forms Call logs SMS etc… numero interactive Overview Self-Serve Web Suite Self-Serve Web Suite Customer & Case Management CRM Data Contact Case Customer Information Status Work Control CTI Telephony CTI Telephony

17. © 2010 numero - Commercial In ConfidencePage 17 © 2010 numero - Commercial In ConfidencePage 17 work task organisation & optimisation work task organisation & optimisation response management reporting & MI auditing & compliance customer, case & contact management  task acquisition and classification  defined process flows  work allocation and skill based routing  unified agent desktop  task automation  content management repository  assisted response construction  multi-channel output  real time workforce monitoring  historical reporting  adherence monitoring  access rights management  automatic audit trails  rule based data encryption and obfuscation  document retention and archiving  customer recognition and creation  case management  quality management rules  single view of contacts (in & out) numero interactive - Principal functions

18. © 2010 numero - Commercial In ConfidencePage 18 numero interactive at work numero overview

19. © 2010 numero - Commercial In ConfidencePage 19 © 2010 numero - Commercial In ConfidencePage 19 numero interactive – scenario #1 How can ni help an agent improves upsell/cross sell?  Websuite - Dynamic FAQ’s  Click to Chat

20. © 2010 numero - Commercial In ConfidencePage 20 Scenario 1 Cross Sell/Upsell

21. © 2010 numero - Commercial In ConfidencePage 21 © 2010 numero - Commercial In ConfidencePage 21 numero interactive – scenario #2 How can ni help reduce the resource cost of handling a customer interaction?  Automated workflows  System generated and received SMS

22. © 2010 numero - Commercial In ConfidencePage 22 Scenario 2 SMS/Automated workflow

23. © 2010 numero - Commercial In ConfidencePage 23 © 2010 numero - Commercial In ConfidencePage 23 numero interactive – scenario #3 How can ni help improve the agent efficiency in managing returns/complaints  Dynamic Data Forms - Agent Scripting  Email generation  Dynamic FAQ’s for deflection  Call Backs

24. © 2010 numero - Commercial In ConfidencePage 24 Scenario 3 DDF’s/Agent scripting & Callbacks

25. © 2010 numero - Commercial In ConfidencePage 25 Summary numero overview

26. © 2010 numero - Commercial In ConfidencePage 26 © 2010 numero - Commercial In ConfidencePage 26 The Keywords... ►◄ Resource rationalisation Workflow Automation Multi-channel interaction hub CASE Voice, web chat, FAQ etc. Single agent desktop CRM - inbuilt or legacy Dynamic Data Forms / Agent Scripting CTI

27. © 2010 numero - Commercial In ConfidencePage 27 ATOS Origin update 6 th October 2010