Onboarding Session - Irvine

1. Onboarding Session - Irvine Anne Whitaker June 14, 2011

2. Agenda

3. Logistics and Poker • Speakers via teleconference • Schedule • Lunch break for an hour • Earn and collect cards throughout the day • On time - at start and after lunch • Correct answers for speakers’ trivia – 2 questions • Various other ways that will come up during the day! • Lindsey and Tim – one extra for their assistance • Person with the best poker hand wins a prize and there will be other prizes too

4. Org Chart

5. Diane Albano & Noreen Henrich Global Sales and Client Management Overview

6. 2011 Sales go-to-market Key sales initiatives • Global Expansion • Hosted Dialer • Partner and Channel • New account/division acquisition for growth

7. Initiative: Global Expansion • Achieve $2.9M • Hired Sales Executive – Frank Sherlock • Expansion of business in established accounts: • Barclaycard UK, Bank of America • Expansion in existing Partners: • TelSolutions, JV Communications, Virgin Media • Close new accounts: • Entercard, UKRB, Lloyds • Close new partners: • Dialogue, Logica, HP, NCO (EMEA), pan-EMEA • Expand relationship with Convergys

8. Initiative: Hosted Predictive Dialer Growth • Achieve ‘modest plan’ of $400K- $700K in 2011 • Exit 2011 with a $150K run rate per month • Close 11 Predictive dialer opportunities • Drive DR strategy for on-premise dialers • Expand footprint across the enterprise • Look for technology replacement for on-premise dialers • Drive Partner reseller campaigns like TelSolutions

9. Initiative – Partner and Channels • Expand channel and partner footprint • Develop and drive adoption of SoundBite with Business Process Outsourcers (BPO) – NCO and Convergys • Close 2 new BPO’s and 4 other partners • Continue movement of small-yielding accounts to our partners • Drive all products and services into partner channel

10. Initiative: New Account and new division acquisition for growth • Continue the importance and rigor of prospecting • Acquire 10 new B2C customers • Close 8 new Collection customers • Expand across the new divisions at established accounts: Verizon, T-Mobile, Citi, Charter • Continue multi-channel expansion • Grow CM 10% year over year to 1.350 million • Close 6 Insight opportunities

11. Diane Albano EVP Sales and CM Noreen Henrich VP CM IC team (5) Art Basseth Andy Demetrius Chris Fournier Tom Beaver Madhu Malwal – QA

12. EPD Focused Accounts 60 Quarterly Business Reviews conducted in 2010

13. Project Manager Assignments • Enterprise Account

14. 2010 Vertical Revenue/CM FTE &Revenue • 94% of billable hours spent on high revenue vertical accounts • Financial accts have multiple divisions and are manpower intensive

15. Client Management Engagement Process Requirements Gathering Design/ Planning Develop Solution QA & Delivery Deploy & Review • Record Audio • Build Scripts • Design Automation • Process sample input • Weekly project status calls • Issue tracking • Setup Accounts on SB • Gather Customer Requirements • Assemble team • Begin project documents • Project documentation • Define script, strategy, inputs, and reporting requirements • Create Project Checklist • Initiate unit testing • Customer Acceptance Test • Upload and prepare for calling campaign • Pre-launch call • SoundBite User Training • Call Center Prep • Project Review • Customer feedback • Review Results • Measure results • Discuss future phases and campaigns • Deliverables • Project Checklist • Finalize Project Documents • Deliverables • Weekly Status Reports/Calls • Deliverables • Script Testing Checklist • Reports • Deliverables • Next Steps • Analysis • Deliverables • Project Specification • Work Order

16. Projects - Size & Scale • Project load is consistent year to year • 0-24 projects include updates to current campaigns & scripts

17. SoundBite Help and Learning Center

18. Customer Support - 3 FTE

19. Education Services 1 FTE • Blended, technical training program to provide Partners with Implementation skill set. • Partner Portal for access to information • Partner Workshops to ensure that highly technical knowledge transfer. • Tutorials - partners can access training just-in-time while SoundBite leverages internal resources.

20. Help System & RFP database - 1 FTE Aetna Bank of America RFI Bank of America RFP Barclay’s BBVA Compass BJ’s Capital One (RFI) Capital One (RFP) CarMax Citi (Fraud early Warning) Citi (Latam Fraud) Citi (Mobile App Activation Citi (Auto Agent Collections) Comcast DTE Energy GMAC • JP Morgan Chase • Long Island Power Authority • Marshall & Isley Bank • MasterCard • Oxford Management • PayPal • Progressive Insurance • Regis • Standard Chartered Bank • Target • TMG Health-Medco • TSYS • Universal American • UPS (SMS and Voice) • Wells Fargo • West Asset

21. Thanks We look forward to working with you!

22. Marketing Debbie Braunert VP, Marketing

23. Marketing at SoundBite Communications • Team • Debbie Braunert, VP, Marketing • Marie Ruzzo, Director, Marketing • TBH, Marketing Manager • Responsibilities • Product/Solutions Marketing • Product launches • Solutions packaging • Sales tools • Marketing Communications • Demand generation • Thought leadership • Press and analyst relations • Events • Web site

24. Recent SoundBite Marketing News and Events • PR • SoundBite Acquires SmartReply • Frost & Sullivan Recognition of SoundBite in Proactive Customer Communications • SoundBite Introduces New Preference Management Platform • Webinars • 5 Steps to Proactive Customer Communications (Frost & Sullivan) • Adding Text to Your Voice Messaging Strategy • Interactive Mobile Messaging: A Next Generation Strategy (Javelin) • Events • GRMA (Global Retail Marketing Association Leadership Forum) • Mobile Banking & Emerging Applications Summit • CRMC (Customer Relationship Management Conference) • Launch of new blog

25. “SoundBite Acquires SmartReply” Announcement • Press release issued June 8th • Coverage in ~ 10 outlets (Retail Touchpoints, PromotionWorld) • eMail communications • ~15,000 clients/prospects • Web sites - home page • 187% increase in visitors to SDBT • CRMC event • Cross-promotion • Discussed acquisition with clients and prospects

26. Upcoming Marketing Initiatives • Free to End User Text Messaging Webinar (mBlox) • June 22nd, 10:00am PT • PR on express consent • Momentum release • Promotion of co-authored COLLOQUY white paper • 3 Cornerstones for Preference-Based Loyalty Program Communications • Blog post on CRMC • Enhanced mobile marketing presence on SoundBite web site • Conversion of SmartReply collateral to SoundBite templates

27. HR Topics Anne Whitaker

28. SoundBite Vision, Mission, Values • Developed in 2009 • Foundation for decisions and how we work • Values were developed by team • Decipher values we work by • Employee Satisfaction and Engagement Survey • June, 2010 • Strengths: honesty, integrity, customer-centricity, passion, camaraderie, follow-through • Improvement areas: development, career growth, balance, family interactions at work, morale • Many comments and “trending”

29. Phases to HR Integration • Phase I – Payroll, background checks – the basics • Phase II – Interim and new benefits, planning for future benefits • Phase III – Other policies – time-off, holidays • Phase IV – HR Programs • Performance Management • Top Performers Circle – recognition program • Skip level meetings

30. Phase II - Benefits • Benefits Summary • Medical and Dental – same for now • In the application/underwriting process with Anthem now • New 401(k) – Fidelity, John Hancock is still accessible • Transfer or move JH funds • Will keep communicating with you • New Insured Benefits • Basic Life, AD&D, Supplemental Life & AD&D • Short and Long-term Disability

31. Phase II - Continued • New Programs • Employee Assistance Program (EAP) • Working Advantage Discounts • Employee Referral Program - $1,500 • Executives and hiring managers not eligible • New employee – here for 90 days • You’re here when awarded • Grossed up • Travel Assist

32. Bedford and Boston Location • Historic Area • Battle of Lexington • Paul Revere • National Museums • First settled – 1640 • Population ~ 14,000 • Boston is compared to SF but Not hilly

33. Product Management John Tallarico, Vice President of Product Management

34. Product Management at SoundBite • Team • John Tallarico, VP of Product Management • John Keyes, Director of Product Management • Mobile, Insight • Chris Bohlin, Senior Product Manager • Voice • Responsibilities • Product Requirements • Product Direction & Roadmap • Product Steering Committee • Product Lifecycle • Product Launch Team • Regulatory Awareness • Federal, State restrictions • Lobbying • Intellectual Property and FTO • Price & Process

35. 3 Key Integration Initiatives • Develop near-term product requirements for successful client migration • Review go to market strategy for MSBU and derive long-term roadmap view • Revector current roadmap to incorporate new development priorities as determined above

36. Information for Employees • All new product requirements should be discussed with PM to get proper visibility inside the organization • Understanding the business case and opportunity up front significantly helps the go/no go decision and prioritization effort • The Product Steering Committee meets the first Friday of each month to review: • Progress against plan • New initiatives and new development requests • Validation of plan • The Product Launch Team meets weekly to review cross-functional deliverables

37. Engineering Dave Berman, VP Engineering

38. Personal • I’ve been at SoundBite 6 years. • The last 12 years have worked at 3 SAAS companies. • Previous I spent 4 years a credit card procession company • Before that spent 2 years at a order processing company

39. Engineering at SoundBite • The Engineering team reports into Tim Segall (CTO) • 33 Employees broken into QA and Development • Gail Stewart leads the QA/build release team • Vinny Laiosa leads Hosted Contact Center team • Boris Greenberg leads Mobile team • Benjamin Berry leads UI team • Brian Davis leads the Telephony team • Maciek Kolesnik leads the Infrastructure team • Mark Scherfling leads the Sustaining Eng team. • Responsible for Smart Reply migration

40. Engineering Responsibilities • We are responsible for developing and testing all software developed at SoundBite including: • Engage • Insight • RMS • Partner Integrations • On premiseGenesys, Avaya, Cisco • Payment processors (ie. PaymentTech, Western Union) • TSYS. • Client Integrations • We are responsible for 2nd tier production support. Sustaining team is on call 24/7.

41. Key Releases over the next 6 months • Session Recording release - Today • Session Transfer release - July • Workflow Blending release – September (Stack 7 only) • Preview dialing release – October • Features needed for Smart Reply integration - December

42. Other initiatives over next 6 months • Cutover from Toronto stack to London Stack – June • Upgrade to new version of Weblogic and JDK – July • Upgrade to new version of Oracle – August

43. How features get implemented at SB • Product Requirements Document • Functional Design • Implementation • Testing • Release into production

44. Operations / Information Technology Jason Temple, VP of Operations

45. Department Overview • Joined SoundBite in May of 2008 • Operations: Support Engineering (dev/prod), Client Management, Customers • Information Technology: Support all SDBT employees, Finance/HR

46. Department Initiatives • Recent Accomplishments: • Disaster Recovery buildout • Ongoing PCI work • SoftTMS conversion • Current top 3 key initiatives • Relocation of Toronto DC to London (Stack 3) • Q2 clean PCI scan • Smart Reply Integration support

47. Integration • Operations: • Support 4 data centers, hundreds of VMs, > 1 PT of SAN disk, 24x7 NOC • Information Technology • Will support the west coast office with the help of Tim N! • Phase 1 • VPN, email, anti-virus, patching • Phase 2 • Facilities - cameras, badge readers, offsite logging, domain integration, security systems

48. Finance David Traverse Corporate Controller

49. Overview of the Finance area • Finance Department Functions • External reporting • SEC Annual and Quarterly Reports • Financial Statement Audit • Internal reporting: • Annual budgets • Quarterly forecasts • Operations: • Accounts Payable • Accounts Receivable • Payroll – including commissions and expense reimbursement • Revenue accounting and Reporting • Historical Trend Reporting • Equity accounting and Stock option management • Legal/contracts

50. Integration • Recent accomplishments: • Client assignment • Vendor assignments • Other pre-closing requirements • Top 5 key initiatives to be completed • Purchasing/Vendor and Payment Process • Contract request and Legal Review Process • Employee integration • Payroll • Travel & Expense Process and Reimbursement • Other • Client Migration • Billing and Invoicing (RMS) • Revenue Reporting • Combining the Company’s Financial Statements