inContact Overview

1. inContact The Power to Put Your Customer First Ray Hicken | 801.320.3480 | [email protected]

2. 1,000 implementations 60,000 agents 11 billion + calls Satisfied customers Key facts Revenue growth COMPANY OVERVIEW Leading cloud-based company for the contact center marketplace 2011 revenue: $89M 2011 employees: ~425 Headquartered in Salt Lake City

3. THEY TRUST US SO YOU CAN TOO “We’ve joined forces with inContact, after an extensive review of the players in the market, to build on our successful track record of developing and delivering innovative customer care solutions.” — Mike Palmer, Vice President of Enterprise Strategy and Marketing, Verizon “After a lengthy due diligence process, we were pleased to select inContact to power our cloud contact center offering.” — Chris Hummel, CMO and President, No. America, Siemens Enterprise Communications

4. BRAND-NAME CUSTOMERS ACROSS INDUSTRIES

5. Proven Market Leadership “ Companies should have inContact on the shortlist of hosted contact center service provider s. ”

6. POWERFUL, FLEXIBLE & CUSTOMIZABLE PLATFORM Contact Routing Workforce Optimization Telecom Contact Routing ACD IVR CTI Email/Chat Speech Recognition Outbound Dialing Workforce Optimization Hiring Coaching eLearning Customer Survey Recording Quality Monitoring Workforce Management Telecom TDM VoIP SIP Toll Free Local DID

7. UNMATCHED SECURITY AND RELIABILITY: INCONTACT TRUST OFFICE Highest published service reliability of 99.99% Certified with PCI, SOX, FCC and CPNI and as a Safe Harbor Partner Ensures performance and scalability by working with network planning and network operations The systems and reliability you need over the long-term for your business

8. inContact Network: 99.99% uptime guarantee 40 % 40 % 80%

9. Broad Geographic Coverage

10. The Six Layers of inContact Cloud Security

11. Deliver a differentiated experience for every customer at every touch point. Understand customer preferences, touch points, and channels Optimize the mix of self-service and agent-managed contacts Deliver customer-centric business insights

12. inContact expert Services The Best Industry’s highest documented customer satisfaction Connectivity consulting Business consulting Professional Services On-Demand Custom Service Packages All delivered by veterans of the call center industry with 400 collective years of experience

13. Implementation Methodology The Kick-Off call is to introduce the team that will be involved on the project, what our roles are and how we work to make YOUR project a true success. Team Includes You as our Customer Project Manager Sales Sales Engineer Client Service Business Analyst Our Business Analyst will work with you to determine customer call flows, and scripts and to make sure that the Statement of Work meets our customers expectations. Once completed, we will require a signature from our Customer . The Project Manager will assist in downloading all the necessary applications for our customer prior to going live. Training will be a web based eLearning course for all to take. A 2 hour Q&A will be scheduled with inContact Training Dept for a more in depth look at the applications. Internal Testing will be done with the inContact QA team. Customer Testing will be done with Customer, inContact Project Manager. Business Analyst, Client Service. Confirmation from our customer that they accept the project and are ready to go live. Business Analyst to visit Customer Site to ensure a quality turn up and answer any questions. GO LIVE - Ready to turn up site and begin taking calls. timing milestones & reviews 1 week 2 – 4 weeks 1 week 1 week 1 week Kick-off call Establish Project Team Design SOW Sign SOW Download Apps Complete Training Transition to Client Services Complete Testing Approximately 30 to 45 days after signature – you are up and running

14. Key Components of inContact

15. Incontact is the only choice People Financial Strength Powerful Ecosystem International Reach Continuous Innovation Award-Winning Platform