Enterprise CX Cloud. About NICE

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1 About NICE NICE (Nasdaq:NICE) is the worldwide leading provider of both cloud and on-premises enterprise software solutions that empower organizations to make smarter decisions based on advanced analytics of structured and unstructured data. NICE helps organizations of all sizes deliver better customer service, ensure compliance, combat fraud and safeguard citizens. Over 22,000 organizations in more than 150 countries, including over 80 of the Fortune 100 companies, are using NICE solutions. Enterprise CX Cloud

2 THE CUSTOMER EXPERIENCE GAP Most organizations believe they are providing great customer service 45.50% 46.50% 6.20% 1.70% Outstanding Good Okay Very Poor Enterprises are in a continuous struggle to respond to the ever-changing landscape of customer expectations. They have to adapt and evolve more quickly to the new era of the empowered consumer, the growing number of communication channels and the challenges of the new millennial employee, or risk losing customers to faster and more nimble competitors. And the contact center, with its unique position at the crossroads of customers, channels and employees, has been leading the customer service evolution for decades. Though enterprises have been increasing investment in customer service technology in recent years, it is that same technology that today is often weighing them down, preventing them from fully meeting their customer expectations. But consumers rate their actual experiences very low. Department/Specialty Store Online Shopping Brokerage/Investment Hotels Airlines Cellphone Service Pharmacies Travel Websites Health Insurance Cable TV Internet Service The highest customer experience score (Retail vertical) is a low 60/100! Low scoring verticals in customer experience Average Customer Experience Score by Vertical (out of 100) 3 4

3 Enterprises Can t Compromise on Customer Experience! NICE incontact CXone is the world s leading cloud enterprise customer experience platform, combining smart Omnichannel Routing, Advanced Analytics, Adaptive Workforce Optimization, Robotic Automation & Artificial Intelligence (AI), all based on an open native cloud foundation. CXone helps enterprises better understand their customers, engage their employees and optimize their processes to improve customer satisfactions and Net Promoter Score, increase sales, reduce operational costs, identify risks, prevent fraud and ensure compliance. Focus on INNOVATION, not on integration! With CXone ANALYTICS your data works for you! The ideal customer experience solution is a unified integrated platform, providing all the capabilities an organization needs to manage the customer experience and provide exceptional service. It s a platform where employees can find all the tools they need to do their job efficiently and successfully, creating exceptional experiences for customers. No more mix and match of different tools, capabilities and solutions that don t really work together. NICE incontact CXone offers a powerful unified platform, combining the industry s leading Omnichannel Routing in the cloud with the industry s leading Workforce Optimization, Analytics, Automation & Artificial Intelligence Capabilities. In addition, adapting the ever-changing customer experience and market needs means being able to leverage additional partners and capabilities, through connectivity and integration to a variety of providers. NICE incontact CXone comes with over 250 APIs and over 65 development partners that deliver value-added solutions to enhance and expand platform capabilities. NICE CXone takes a comprehensive approach to analytics that is based on the ability to analyze both unstructured and structured data, based on all touchpoints of the customer journey and data systems, and focuses on three main areas: How enterprises generate insight providing automated, consistent, easy-to-understand drivers and root-causes How enterprises predict intent taking a proactive approach that is based on customer s next expected actions How enterprises operationalize allowing simple but powerful tools to take action and bring insight & prediction to customer service frontlines as well as the back office. NICE incontact CXone allows you to route customer requests to the best available employee across any communication channel, based on advanced employee and customer analytics. Manage the entire customer journey across all touchpoints, understand the context of each step in that journey and taking the right action in real time. Additionally CXone provides the latest in Automation & Artificial Intelligence capabilities, empowering enterprises to improve and streamline customer experience processes. 5 6

4 Holistic and secure. Your data is your lifeblood, and NICE CXone is committed to providing a holistic and layered system of safeguards in place to protect your data. Through rigorous 3rd party certifications and audits, along with the transparency from our TRUST office, you can be rest assured that CXone provides the highest level of security available. CXone was the first Cloud Contact Center vendor to join the Cloud Security Alliance (CSA); some other vendors eventually followed suit CXone offers a Payment Card Industry ( PCI ) Level 1 compliant environment under the Payment Card Industry Data Security Standards ( PCI DSS ) that has been validated by an experienced Qualified Security Assessor ( QSA ). CXone is only cloud customer experience platform authorized for US government FedRAMP is toughest cloud commercial security certification Other industry standards CXone adheres to include: Service Organization Controls 2 (SOC2), Sarbanes Oxley Act (SOX), Federal Communications Commission regulations regarding Customer Proprietary Network Information (CPNI), Safe Harbor, health Insurance Portability and Accountability Act (HIPAA), Section 508/VPAT CXone is registered with the Information Commissioner s Office ( ICO ). Since the United Kingdom ( UK ) requires safe transmission of personal data, we comply through internal assessments of compliance with UK data protection requirements. Buy only what you need, CXone SCALES with you! The NICE CXone Open Cloud Platform is the enterprise-grade foundation that lets contact centers scale securely, deploy quickly, and serve customers globally. CXone delivers an industry-best 99.99% uptime with extensive integration options and extensions. CXone is the fully scalable and elastic single cloud platform you ll never need to replace. You only pay for what you use and are free to scale up and down as required. Gartner has seen a steady increase in client interest in cloud-based deployments, ranging from CCaaS solutions to company-dedicated hosted solutions. Once primarily the realm of deployments of 75 agents or fewer, these solutions are increasingly gaining adoption in environments with up to several thousand agents. Scale GLOBAL, Feel Local. NICE CXone has the ability to deploy locations and agents anywhere on the globe and simplifies adding language support to your contact center environment. CXone Agent and Central (including Reporting) interfaces are available in ten languages (Chinese, English, French, German, Italian, Japanese, Korean, Brazilian Portuguese, Russian and Spanish) There are over 200,000 agents worldwide using CXone Our customers operate in more than 100 countries NICE is the trusted provider for more than 120 Fortune 500 and Global 2000 companies We are unmatched in reliability and CSAT with 99.99% guaranteed uptime 7 8

5 No need to choose between BEST OF BREED and BEST OF SUITE! To provide exceptional customer experience in today s dynamic business environment Enterprises need the right partner. A real strategic partner, that can provide you with the right solutions for today as well as the vision for tomorrow. NICE incontact CXone is a solution provided by the ONE recognized industry leader. It is your safe choice for empowering your enterprise to be FIRST, by doing things smarter and responding faster. NICE CXone holds the #1 position from all industry analysts, for our Analytics capabilities, for our WFO (Workforce Optimization) offering and our CCaaS (Contact Center as a Service) solutions. We have the most native Contact Center cloud revenue and deployments in the world, with over 6 billion interactions handled in the cloud annually by over 200,000 cloud agents. We are committed to cloud and have the strength to innovate - with leading R&D spend and financial stability. And we have the most domain experience in the area of WFO, Analytics Omnichannel Routing and CCaaS, with more than 25,000 enterprises in over 150 countries, including 85 of the Fortune 100 companies. Since implementing CXone Workforce Optimization Enterprise, we not only saw an increase in overall QA scores, but also the number of consults scheduled. Sonja Villalobos, WFM/System Administrator, Clear Choice Our reps can now recognize when a client has called in multiple times and can focus all their attention on the resolution. Lauren Gill, Supervisor Client Experience, NextGear Capital 9 10