We Create Memorable Experiences that Matter to Your Brand

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1 We Create Memorable Experiences that Matter to Your Brand Global Multichannel Contact Center Outsourcing Whether you are a Fortune 500 company or an SMB, Knoah Solutions global BPO services create memorable experiences that matter to your brand. Our customizable and flexible, multichannel customer engagement solutions help you meet the needs and challenges of each of your customers through voice, chat, and social media. While our award-winning, TotalAssure QA, third-party call monitoring solution allows you to uncover factors that are affecting the quality of your customer interaction. And it is all powered by our proprietary WFO tool, KnoahsARK. Knoah has the adaptability that big companies can t provide and a level of competency and scale that smaller companies can t deliver on. Knoah s innovative and consultative approach has repeatedly earned us awards and recognition from independent review bodies like IAOP. Knoah Solutions offers outsourced: Voice Live Chat Data Analytics Third-party Quality Assurance Social Media We pride ourselves on offering clients the ultimate in flexibility and ease to doing business. Knoah can meet you where you are with our flexible delivery models: Turnkey Delivery: Leverage our end-to-end solutions so you can focus on running your business and leave your customer experience and technology management to us. Multi-vendor Delivery: We are happy to work along side other vendors you may have in place and often drive the performance of those partners so everyone improves for your benefit. Blended Delivery: Allocate a portion of your business to us and keep a portion in-house to ensure an optimal mix of cost savings vs. knowledge preservation and escalation support. Global Delivery: Manage language and regulatory requirements by balancing contact handling between onshore, offshore and nearshore resources.

2 Solution Knoah Solutions, founded in 2001, is a privately held company headquartered in Las Vegas, Nevada with operations facilities in Las Vegas, NV, Hyderabad & Pune, India and Tegucigalpa, Honduras. We are an award-winning and rapidly growing, Global Business Process Outsourcing (BPO) Contact Center and Quality Assurance Services company. Knoah delivers flexible, high performance turnkey solutions focused on customer satisfaction, driving revenue and value for our clients while reducing their costs. Knoah competes directly with the mid-sized to large BPOs in many industry verticals. Knoah has continued to be recognized Las Vegas, Nevada Facility as a leading global provider of BPO and Contact Center outsourcing services by such bodies as International Quality & Processes Center (IQPC) and International Association of Outsourcing Professionals (IAOP). We provide comparable services with the same outstanding results yet because of our size, we can provide more flexible, responsive interactions with our clients, providing a much more effective partnership. Global Delivery Model Knoah Solutions wide range of outsourcing services combined with the flexibility of choosing onshore, offshore, nearshore or a combination of locations provides a powerful and flexible value proposition to our clients. Our right shoring model allows us to customize your solution by offering your customers around the clock support, highly trained staff and multilingual support at lower costs, allowing us to scale our capabilities as your needs change. Knoah s onshore facility is located in Las Vegas, Nevada. It is centrally located near McCarran Airport and world class amenities for visitors. Las Vegas is home to a wealth of call center experienced personnel as well as access to UNLV Graduates. We have two offshore facilities located Hyderabad, India and Pune, India. Our Hyderabad facility is located within Hi-Tech City and our Pune facility is situated in what has become the Silicon Valley of India. Both locations offer a large population of highly educated people, well-developed technology and core services infrastructure at lower costs for staff and facilities than other Indian cities. Our Nearshore facility is located in Tegucigalpa, Honduras. Tegucigalpa is a modern and growing Central American capital city with good infrastructure and transportation support along with a focus on security and supportive business climate. Honduras shares a cultural affinity and time zone alignment with the U.S. They have the highest number of bilingual schools in Central America also making them the largest accent neutral, English-speaking workforce in the region. Hyderabad, India Facility Pune, India Facility Tegucigalpa, Honduras Facility

3 Social Media Chat Voice Solution RightENGAGE Customer Engagement Solutions RightENGAGE Customer Engagement Solutions The customer experience is paramount at Knoah. We believe that we are an extension of our clients brands and we have developed proven methodologies that have matured over time to deliver on our clients and their customers expectations. Knoah leads the way in providing innovative and creative solutions to meet the needs of your customers. Whether it s through voice, chat, or social media, our RightENGAGE Customer Engagement Solutions allow you to tailor the right channel or channels to engage with your customers. All of Knoah s solutions and services are built to work together, seamlessly, or as an add-on, with our clients existing initiatives. Voice: Personalize your customers experiences by giving them the ability to talk to a live person. Knoah s voice solution combines our strong operational foundation and our award-winning, quality processes to give your customer that personal touch they re looking for while providing them with best possible resolution to their issue the first time they call. Our scalable and redundant VOIP infrastructure and our innovative, cloud-based workforce optimization technology, KnoahsARK, ensures long term partnership success. Chat: Knoah is a chat pioneer. We were one of the first companies offering chat solutions within the contact center industry, since We have helped develop many of the current best practices in the industry. Our chat solutions give your customers the ability to receive immediate help they need, alleviating them from frustration and abandoning your website. Proactive chat allows our agents to provide assistance when they notice a customer is having trouble. Our co-browsing option even allows our agents to guide your customers by adding cutting-edge browser sharing functionality to the live chat experience. Looking for a cost-effective way to respond to your customer inquiries while still providing fast, high quality answers? Knoah s solution enhances your customer engagements as a stand-alone form of communication or in conjunction with other contact channels. is a great way to avoid spoken language barriers. Our onshore and offshore agents can seamlessly provide support in a variety of languages. We are able to sort, track, reply, report and analyze online customer inquiries, giving you actionable insights into customer service and satisfaction. Social Media: Today s consumers are more engaged than ever before. They are technologically savvy and ready to share their likes and dislikes on global, public platforms. It is the era of instant communication and consumers expect prompt responses. But with the increasing number of people communicating through social media and the rapid speed at which they do it, companies are finding themselves with a lack of resources to keep up. With Knoah Solutions Social Monitoring Support Services, we can help you bring order to this communication chaos by tracking and analyzing all relevant social media channels, reporting on what is being said and engaging those customers that require real-time support in a meaningful and effective manner. Back Office: Knoah's back office processing capabilities are second to none. Many of our clients rely on us to deliver on a wide range of complex tasks that require efficiency and the highest possible accuracy at an affordable price, such as: Market Research Call Transcription Data Entry Database Scrubbing Renewals & Cancellation Requests We have successfully scaled to hundreds of agents for short term projects without sacrificing results. At Knoah, your back office tasks will be given front office care.

4 TotalAssure QA TotalAssure QA is Knoah Solutions award-winning, third-party quality assurance offering developed for organizations that don t have the budget, time staffing, tools or in-house expertise to effectively manage a comprehensive quality assurance program. Proactive Partnership Openness to change and improvement U.S. & India operations and client management The knoah way, easy to do business with Knowledgeable QA Staff Rigorous screening/training process Supervisors/QA staff with call center experience Analysts provide deep dive analysis & target coaching strategies Adaptive Processes ISO certified processes Six Sigma root cause analysis Tried & Tested QA best practices Knoah takes a consultative approach to discovering and uncovering factors that are affecting the quality of your customer interactions. Turnkey implementation Full IT infrastructure, Training and process transition team Seamless pilot to production deployment Support for hybrid (Onshore/Offshore/Nearshore) Management Expertise Award winning outsourcer Long standing U.S., India & Honduras Executive team 10 Years of QA services delivering to U.S. clients KnoahsARK Software (Cloud-based) Web-based commercial grade QM tool Client dashboard access to full suite Web based reporting and scorecards Knoah can provide robust, remote QA services on voice, chat, and back office processing teams using our highly experienced QA specialists.

5 KnoahsARK At the core of our quality methodology is our innovative and proprietary application, KnoahsARK. It is a cloud-based, mobile-compatible reporting and analytics solution that provides multi-layered insights for program, team and agent performance and enables the various roles that exist in our organization to enter, share, and report on data in a variety of areas within our day-to-day operations. Knoah clients also have a role and access into KnoahsARK that enables them to have visibility into our operations and also to provide direct feedback and information that helps to speed communication on issues before they become potential problems. KnoahsARK Enables You To: Analyze and Decide Enhance Customer Experience KnoahsARK has been developed based on our experience of managing people, processes and technology for our global, Fortune 500 clients. KnoahsARK is an integrated contact center performance management software that goes beyond agent level workforce management and brings our clients One View Analytics and Actionable Insights for their entire customer experience program environment across multiple levels and across multiple locations, providing a gateway to all applications at Knoah. Manage Multi-site Environment Manage Staffing Reduce Cost Improve Processes And Practices

6 Information Security Management and Certifications Knoah is certified for ISO 9001, ISO 27001, PCI DSS and HIPAA. As a part of sustaining the certification, quarterly internal audits and yearly external audits are performed. General Security Resources on client s environment Access controls on systems Log retention Business Continuity and Disaster Recovery Knoah understands the mission critical aspect of our clients business and therefore has implemented multiple redundancies across all of our sites and backup procedures to ensure our clients are always up and running. The emergency and disaster recovery processes have been implemented for all of our support channels (i.e., voice, , and online chat). Knoah s business continuity management plan is to help ensure timely recovery of critical business operations of Knoah after a business interruption and return it back to normalcy. Awards & Recognition Our commitment to honoring - and surpassing - industry standards for customer experience, staff management and service delivery has earned us numerous awards for excellence from independent third-party institutions and by our own employees including: Periodic security refreshers & audits Printers & shredders Physical Security CCTV cameras Electronic card key with badge Auditable logs Restricted entry Physical segregated work space Network Security Logically/Physically segregated network No wireless access points Restricted internet, & VPN access DQ-CMR Best Employers Survey 2012 BEST BPO EMPLOYERS In People Management & HR Scores In Company Image & Training

7 Why Knoah? Knoah has the adaptability that big companies can t provide and a level of competency and scale that smaller companies can t deliver on. We re Flexible Not an out-of-box solution Flexible Delivery Models: o Turnkey o Multi-vendor o Blended o Multilingual o At home We Communicate With you With your customers We re Innovative TotalAssure QA KnoahsARK We Analyze Proactive Transparent We Deliver We simplify & solve Consistent & sustainable results Business Process Outsourcing / Contact Center Offerings: Ownership: Founded: 2001 Number of Customers: 25+ Awards: Industries Served: Languages Currently Supporting: Customer Service, Technical Support and Sales Support Services via Voice, , Chat and Social Media Channels. Back Office and 3rd Party Quality Assurance Monitoring Services Private Sri Myneni, CEO & Co-Founder, and Ralph Barletta, EVP & Co-Founder 2015 Best Outsourcer of the Year Award - Call Center Week 2016 Product of the Year Award - KnoahsARK 2016 Customer MVP Quality Award - TotalAssure QA 2016 IAOP Global Outsourcing 100 Best BPO Employers In India Technology; Computer Hardware & Software; Telecommunications - Wireless, Cable & High Speed Internet; Insurance; Retail & ecommerce; Consumer Electronics; Energy & Utilities; Sports & Recreation; Manufacturing; Travel & Hospitality; Automotive English, Spanish, French, Italian, German, Mandarin, 10 Indian Languages

8 Our competitive pricing packages include: ordering phone lines, IVR set-up, 100% recording, knowledge base creation, quality analysis, CRM and agent performance management tools, reporting/analytics and managing staffing around the clock. No other provider can ensure you will meet your customer experience goals for a price you can afford. Knoah Solutions Established 2001 Headquarters: Las Vegas, NV Global Delivery Centers: More than 1,800 agents worldwide Las Vegas, NV U.S. Pune India Hyderabad Tegucigalpa Honduras Ideal for customer service, technical support and sales business processes Supporting client requirements of 10 to 100s of agents Voice KnoahsARK 360 Chat Back Office We create memorable experiences that matter to your brand through customizable and flexible solutions to meet the needs and challenges of each of your customers. TotalAssure QA Social Media Customer Experience Management Las Vegas Hyderabad Pune Tegucigalpa