INDEX. AlmavivA at a glance. Expertise. Digital AlmavivA. Focus on technology. Vertical Markets. Social responsibility & environmental sustainability

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2 INDEX AlmavivA at a glance page 2 Expertise page 8 Digital AlmavivA page 10 Focus on technology page 20 Vertical Markets page 22 Social responsibility & environmental sustainability page 46 Global presence page 48

3 ALMAVIVA GROUP 8 Countries 61 offices 739 mln turnover in , ,400 5 people 7 PB-storage technological Data Centers worldwide agent positions global recruiting & training centers 20 competence centers Global sharing, local thinking 2

4 HISTORY We have memory, we look to the future 4

GLOBAL DIGITAL IDENTITY Digital Customer Management Digital mindset, human touch IT Services

and support customers in a continuous transformation IT A new vision for customer experience

engage & understand Technology to transform customer experience management and enhance IT

5 GLOBAL DIGITAL IDENTITY Digital Customer Management Digital mindset, human touch IT Services Evolving & transforming in a changing world IT services & innovation to drive disruptive trends and support customers in a continuous transformation IT A new vision for customer experience management on a global scale CRM People-centered Technology The power of natural language to engage & understand Technology to transform customer experience management and enhance IT services & solutions TECH Your EVOLUTION, your DIGITAL journey Three integrated aims to transform solutions & services 6

INNOVATION LABS & COMPETENCE CENTERS Today s effectiveness, tomorrow s challenges 8 20 technology labs - Natural language understanding - Speech recognition technologies - IoT & Knowledge of

6 INNOVATION LABS & COMPETENCE CENTERS Today s effectiveness, tomorrow s challenges 8 20 technology labs - Natural language understanding - Speech recognition technologies - IoT & Knowledge of Everything - Cyber Security - E-ticketing - Mobile application technologies - Command & control systems - Biometric & face recognition technologies competence centers - Open Data - Big Data & Advanced Analytics - Information Security - Process automation - CRM technologies - Portal development & Web Document & data management - Software engineering - Monetica & mobile payments - Smart energy management - Machine learning & AI - GIS & Spatial Data Infrastructure - Blockchain - DevOps & LowCode - Test engineering - Project management - API - Enterprise Application Integration - ERP & Corporate platforms - OpenSource 8

7 ABSOLUTE DIGITAL. Knowledge of Everything Enterprise 4.0 Machine Learning IoT Blockchain Open Data & Big Data GIS & Spatial Data Infrastructure Human-centered Decision Support Systems Mobile & Infomobility Smart Community Smart Agriculture Smart Energy Management Digital Change Cloud Computing Managed Operations DevOps Enterprise Application Development ERP & Corporate Solutions API Economy Cyber Security Threat Mitigation Identity & Access Management Legacy Modernization Software Asset Management System Integration Digital Customer Management Multi-channel Customer Management Sales Management Back-Office Operations Trade Marketing Logistics Management CRM Technologies Process Automation Advanced Analytics Evolving & transforming in a changing world People-centered Technology Speech & Text Analytics Natural language Front-End Conversational Platform Knowledge Management Automation Voice of the Customer & Customer Experience Management Cross-channel Insight 10

Knowledge of Everything Information, solutions and services in a connected world IoT - Edge computing

- Wearable devices - Smart infrastructure management Blockchain - Smart contracting technology -

Citizen engagement - Fast data - Data monetization Advanced Analytics - Machine learning - Context

8 Knowledge of Everything Information, solutions and services in a connected world IoT - Edge computing & smart gateway - Mobile & infomobility - Immersive digital world - Advanced human machine interaction - Wearable devices - Smart infrastructure management Blockchain - Smart contracting technology - Distributed ledger - Tracking & control - Decentralized apps Open Data & Big Data - Data enrichment - Citizen engagement - Fast data - Data monetization Advanced Analytics - Machine learning - Context awareness - Voice of the customer - Expanded user experience - Predictive & adaptive modelling - Video analytics 12

Digital Change 7 PB 11,000 1,200 managed storage capacity managed systems managed applications Winning the challenge of Cloud-oriented infrastructures Cloud Services - Enterprise private Cloud -

9 Digital Change 7 PB 11,000 1,200 managed storage capacity managed systems managed applications Winning the challenge of Cloud-oriented infrastructures Cloud Services - Enterprise private Cloud - Public Cloud integration - End-to-End service assurance - Hybrid Cloud orchestration DevOps & LowCode - Coaching & collaboration - Lean IT production - Scaled Agile - Continuous integration & delivery - Test engineering & automation 14

Digital Customer Management 600 mln global multi-channel natural language-based customer interactions & analytics - Multi-channel customer management - Back-Office

10 Digital Customer Management 600 mln global multi-channel natural language-based customer interactions & analytics - Multi-channel customer management - Back-Office operations automation - Trade marketing - Marketing campaign automation - Marketing analysis - Sales management - Credit collection - Technical support Digital mindset, human touch 16

People-centered Technology Convesation in action 29 text/26 voice supported languages Voice of the Customer - Speech analytics - Text analytics - Sales &

interface - Conversational platform & natural language IVR - Advanced knowledge management - Virtual training The power of natural language to engage &

11 People-centered Technology Convesation in action 29 text/26 voice supported languages Voice of the Customer - Speech analytics - Text analytics - Sales & quality monitoring - Multi-channel survey - Social media monitoring Customer Engagement Center - Multi-channel interaction - Customer management adaptive interface - Conversational platform & natural language IVR - Advanced knowledge management - Virtual training The power of natural language to engage & understand the voice of the customer Big Data & Advanced Analytics - Broadcast intelligence - Intelligent transcription - Cyber intelligence - Smart-City control platform 18

TECHNOLOGY DISRUPTION AlmavivA hype on 2017 technologies IoT Conversational platforms Cyber security Blockchain Machine learning & AI Smart

12 TECHNOLOGY DISRUPTION AlmavivA hype on 2017 technologies IoT Conversational platforms Cyber security Blockchain Machine learning & AI Smart community Seamless user experience Cyber intelligence & forensics Digital identity Big data & advanced analytics Always connected to key market trends 20

13 Key Industries 41 % 27 % 17 % TelCo, Media & Entertainment Transportation & Logistics Government 11 % 4 % Tailored-made solutions for a unique customer value proposition Financial Services Homeland Security & Defence Energy & Utilities, Industries & Services 22

TelCo, Media & Entertainment 350 mln multi-channel customer interactions 100 mln social network interaction analysis - Multi-channel customer engagement management - Unified

14 TelCo, Media & Entertainment 350 mln multi-channel customer interactions 100 mln social network interaction analysis - Multi-channel customer engagement management - Unified Front-End - Compliance dashboards - Real-time business intelligence - IT infrastructure management - Business process outsourcing Understanding the voice of your customers 24

Railway Transportation 11,000 60,000 2,000 managed trains a day over 17,000-km rail network periodic rolling-stock material maintenance remotely-managed station PIS & device diagnostics - Real-time

15 Railway Transportation 11,000 60,000 2,000 managed trains a day over 17,000-km rail network periodic rolling-stock material maintenance remotely-managed station PIS & device diagnostics - Real-time traffic command & control supervisory systems - Operations management - Crew & fleet management - Predictive & cyclic asset maintenance - Passenger infomobility - Digital customer engagement - E-ticketing - Mobile technologies - ERP platform management - Security Moving fast forward 26

Local Public Transport 3 mln Clearing house for 2 1,000 issued tickets on smart-card a year local transport consortiums real-time monitored buses over 300 lines a day - Customer & infomobility

16 Local Public Transport 3 mln Clearing house for 2 1,000 issued tickets on smart-card a year local transport consortiums real-time monitored buses over 300 lines a day - Customer & infomobility management systems - E-ticketing - Operations management - Crew & fleet management - Asset management - Route planning management - Timetable management - On-board & on-field device management - Security The new path to Intelligent Transportation Systems 28

Airway Transportation 510,000 23 50,000 customer interactions managed per month Contact Centers using natural language technology for customer engagement in 3 Continents voice interactions analyzed

17 Airway Transportation 510, ,000 customer interactions managed per month Contact Centers using natural language technology for customer engagement in 3 Continents voice interactions analyzed per month - Passenger information - Digital customer engagement - Back-Office operations automation - Sales & marketing - Quality compliance - Virtual learning - Performance evaluation management - Advanced analytics Taking quality high in the sky 30

Integrated Logistics 3 mln freight container operations a year 170 mln detected logistics events 20 managed inland terminals - Intermodal logistics - Operations management - City logistics - Port

18 Integrated Logistics 3 mln freight container operations a year 170 mln detected logistics events 20 managed inland terminals - Intermodal logistics - Operations management - City logistics - Port community systems - Identity & access management - Tracking & tracing management - Supply chain & asset management - Back-Office operations management - Multi-channel customer management - Sales management An integrated global village 32

Central Government Managing complexity to simplify Government management 2 mln 3,5 mln 1,5 mln e-folders for EU fund on farming sector a year public servant social security contribution data

19 Central Government Managing complexity to simplify Government management 2 mln 3,5 mln 1,5 mln e-folders for EU fund on farming sector a year public servant social security contribution data acquisition a month on-line school enrolment applications a year - Open Government - Big Data & Open Data - On-line community services & web portals - Digital application cooperation - Accounting, finance & controlling management - Public spending review management system - Social security & welfare - IT infrastructure outsourcing - Business continuity - EU fund management for national agriculture & fishing - E-healthcare - E-education 34

Local Government 15 mln 80 % multi-purpose national system smart-cards electronically managed healthcare medical records - Big Data & Open Data - On-line Community services - Digital application

20 Local Government 15 mln 80 % multi-purpose national system smart-cards electronically managed healthcare medical records - Big Data & Open Data - On-line Community services - Digital application cooperation - IT platform interoperability - Smart-City control platform - IT infrastructure outsourcing - Business continuity - Business process outsourcing Exploring our territory pixel by pixel 36

Financial Services 500 mln 3 bln 60% guaranteed cashing operations a year for a total amount of 350 bln moved-abroad capital tracked through Voluntary Disclosure Programmes national assets managed by

21 Financial Services 500 mln 3 bln 60% guaranteed cashing operations a year for a total amount of 350 bln moved-abroad capital tracked through Voluntary Disclosure Programmes national assets managed by leading Italian trust agencies Generating value for value managers - Digital financial services - One-to-one pricing model - Insurance management systems - Advanced data analytics - Fraud prevention & detection - Business intelligence - Data protection - Back-Office & Middle-Office operations automation - Functional advisory - System integration - Business operation consultancy - Financial asset management - Security - Governance & compliance 38

Homeland Security & Defence 80 240 5 mln local operations command & control rooms equipped naval units e-residence permits a year - C4I command & control systems - Secure communications - Territory

22 Homeland Security & Defence mln local operations command & control rooms equipped naval units e-residence permits a year - C4I command & control systems - Secure communications - Territory monitoring systems - Terrestrial & maritime surveillance - Identification technologies - Identity & access management - Investigation support systems - Cyber security Broadening horizons to improve surveillance 40

Energy & Utilities, Industries & Services 1,5 mln 14,000 1,000 paying-in slips a day connected post offices a day concurrent transactions per second - Multi-channel customer

23 Energy & Utilities, Industries & Services 1,5 mln 14,000 1,000 paying-in slips a day connected post offices a day concurrent transactions per second - Multi-channel customer engagement management - Transaction management - Compliance dashboards - ERP platforms - IT infrastructure management - Business process outsourcing Serving Service Providers 42

24 Excellence by numbers High-tech innovation Industry-vertical skills Business process knowledge Scientific partner network International certifications People value, technology vision 44

Social Responsibility, ENERGY & Environment SUSTAINABILITY Social Accountability System Certificate SA 8000 Constant integration of ethical principles within the Corporate strategic vision United

25 Social Responsibility, ENERGY & Environment SUSTAINABILITY Social Accountability System Certificate SA 8000 Constant integration of ethical principles within the Corporate strategic vision United Nations Global Compact The widest worldwide strategic voluntary initiative towards a global sustainable economy Environment & Energy Management Systems Compliant with UNI ISO and UNI ISO SEM Smart Energy Management The proprietary IoT platform for building-plant energy consumption optimization Combining economic development, ethics, environmental protection. Yes, we can! «AlmavivA Green» Environment-compliant behaviour & efficient use of IT within AlmavivA Green project since 2008 to transform the Company in an environment-sustainable Group 46

GLOBAL PRESENCE ITALY Via di Casal Boccone, 188-190 00137 Rome BRAZIL Rua Bela Cintra, 1149 Sobreloja e 1 Andar Consolação, 318 CEP 01415 000, São Paulo - SP COLOMBIA Calle 90 12-28 Oficina 108, Piso

26 GLOBAL PRESENCE ITALY Via di Casal Boccone, Rome BRAZIL Rua Bela Cintra, 1149 Sobreloja e 1 Andar Consolação, 318 CEP , São Paulo - SP COLOMBIA Calle Oficina 108, Piso 6 CP 807 Bogota TUNISIA Rue Docteur Burnet, 7 Mutuelle Ville 1002 Tunis BELGIUM Avenue de la Joyeuse Entrée, 1B 1040 Brussels CHINA 7th floor No. 126 Jiang Chang San Rd Zhabei District Shanghai ROMANIA Splai Bahlui Mal Stang, 23 Iasi, Judetul Global sharing, local thinking USA 505, Montgomery Street 10th-11th floors San Francisco, CA

27 We have memory, we look to the future

voice of the customer

www.almawave.com voice of the customer easy interactions vision CONVERSATION IN ACTION Over the last few years, the way people interact has significantly changed and rapidly evolved. To cope with increasing