NICE Real-Time Impact – Customer Case Studies

1. NICE Real-Time Impact – Customer Case Studies March 2011

2. UPC Netherlands • Up-sell and cross-sell advice based on information from Clarify or from Clementine + Unica • Technical problem resolution support. Connected to Clarify and Technical Diagnostics application – Smart Script! • Support the process of dispatch of engineers to the field. Connected to Dispatch application • Credit tool – real time calculation for credits to be issued to customers • Key Differentiators • Overwhelming pilot results • Speed to develop and deploy • Minimal IT involvement needed • 2nd largest cable television operator in the Netherlands • Serves 1.9M customers • 600 seats CC, 3 in house, 3 outsourced • Business Goals • Increase Customer satisfaction • Increase operational efficiency – reduce AHT, data entry error, training time • Ensure business process adherence • Increase cross-sell and up-sell • Sales conversion rate up 39.5%, vs. control group (w/o the solution) = €1.88M per year • AHT reduction of 23 sec = €847K per year

3. British Gas Services • Service up-sell. Product matrix and scripting are maintained in Real-Time Guidance & Automation • Best offer call outs • AHT reduction features: • Auto call wrap up • Call transfers • ‘Electronic’ phone directory • QOS improvement features, quick click to access • Key Differentiators • Ability to address the contradicting goals of increasing revenue and reducing operational cost • BGS have realized an ROI after only four months of using the solution • Leading energy supplier, provide gas, electricity and home repair services • 1,800 seats CC • IT environment: Siebel 6, Terminal emulators, Web KM • Deal: > £850k • Business Goals • Reduce AHT • Improve sales through service conversion • Improve customer experience • Sales increased by 32%, followed by an additional 8% increase • AHT reduction of 6% • What’s Next: • Re-launch sales campaign using RTGA • Expand to other parts of BG – additional 3000 seats

4. Telefonica • Footprint in over 6000 seats • AHT reduction – retrieve relevant data from CRM and knowledge base • Billing, fees, contracts • Customer profile • Cross application data access • Up-sell – • Best product/service to offer • Alert on promotions • Compliance – operational and information alerts • Billing complaint process • Invalid or missing customer data • Scripts of sensitive information • Risk level of the client • Leading telecommunications provider in Europe and Latin America • Deployed Real-Time Guidance & Automation in 2007 for business and private, fixed and wireless subscribers • Recently expanded to Technical Support • Business Goals • Customer retention • AHT reduction • Mobile service up-sell • Policy adherence

5. 21st Century / Farmers • Compliance – • State-based rules and regulations provided to reps • Error reduction • Efficiency – • Smart links to knowledge pages • Context-based cross-sell – • Business-driven rules, feedback collection, reporting tools • Key Differentiators • IT & Business agility - business users can control the system and introduce new/changed functionality • Deep Avaya integration • Support complex business processes and high call volume • Customer since 2004 • Validated ROI on first deployment • Expanded the solution throughout the organization • Solution implemented in over 1500 seats and 8 different locations • Business Goals • Regulatory compliance • Operational efficiency • Sales effectiveness • Back office process support • Auto Sales & Service - -5% AHT, +11% Sales • Back Office - reduced errors to nearly zero • What’s Next: • Expand solution to 2 additional companies in AIG group • Product upgrade

6. Tier-1 N. American Telecommunications Service Provider • Real-time best offers • Selling scripts & tips, objection handling • Smart links to competitive info • 2000 seats contact center • Selling wireline plans and lines to SMB business • The Challenge • Increase sales of new plans and additional lines for existing customers • Improve efficiency • 17% improvement in Lines sales • 20% improvement in Plans sales • 20% improvement in AHT

7. Nationwide • Business rules and guidance for Asset Retention process • Special groups treatment alerts • Inbound sales assistance • A leading provider of annuities, life insurance, retirement plans, and financial services • 400 seats • The Challenge • Improve customer experience • Empower agents with contextual knowledge • Improve Asset Retention process accuracy • 17% improvement in Asset Retention process accuracy