Jacada Solutions Showcase David Holmes, AVP Digital Solutions November 1, 2016

25 Customer Effort Years In the Industry Improving Digital Channels Physical Reducing Customer Effort Improving Millions of Customers… …10s of Thousands of Agents Benefit from Our Solutions Technology Partnerships Consulting Partnerships

Reduce Effort, Improve CX, Reduce Call Volume Agent Productivity Digital Transformation Productivity Effectiveness Effort Costs Self-Serve CX Effort Calls Unified Agent Desktop Visual IVR Virtual Assistant Digitally Enabled Agents Desktop Automation (RPA) Agent Guidance AHT, FCR, NBA Reduce Effort, Align Digital & Voice

The Solution Guidance & Automation Results Contextual guidance Highlight which questions to ask the customer Provide forms for accepting data input Rules to define the call flow or path Update back end systems in real time Guidance & Automation Results Up to 60 seconds AHT savings 500 hours saved per month by automating emails and fax Eliminated 15,000 emails or faxes

The Solution Unified Desktop Guidance & Automation Results Jacada Agent Guidance provides: Dynamic content in context, based on real-time customer information. Speedy resolution driven by easy-to-follow series of scripts and process flows. Automated call disposition improving accuracy and consistency. Comprehensive step-by step fault diagnosis via on screen prompts and guides. Unified Desktop Guidance & Automation Results 40 seconds AHT reduction per call 50% reduction in time needed to record notes Nearly 50% reduction in escalation to 2nd tier support 25% decrease in “repeated calls” Training time for new advisors reduced from 5 to 3 weeks.

The Solution Unified Desktop Guidance & Automation Results Unified agent desktop, automation and guidance Integrating multiple applications and automating key processes. Integrated application & CTI tabs Customer & policy highlights & search Integrated messaging and alerts Billing timeline with drilldown capabilities Unified Desktop Guidance & Automation Results $6 million in annual savings Reduce CSR training time by 2 weeks 20% AHT reduction 6 months implementation

Agent Desktop – Customer Example Unified Agent Desktop + Contextual Guidance

Into a Digital Engagement solution Digitally enable your IVR. Turn this… Into a Digital Engagement solution Thank you for calling DCM computers. Please press 1 for English or press 2 for Spanish. Please press 1 for New Sales, 2 for Replacement parts or 3 for Support. Please press 1 for parts replacement under warranty, otherwise press 2 Please press 1 if this is a corporate account, 2 for personal accounts.

Jacada® Visual IVR Self-Service If Agent is needed… “ Good afternoon Mr. Smith. I see you are inquiring about your bill? I would be happy to answer your questions” Billing & Payments Plans & Services Add a Device Works on any HTML5 Device. No app required. Can also work with your mobile app.

70% Reduction in Customer Effort Fortune 50 Software Company 99% NA call volume is over 550,000 calls per month 99% customer satisfaction 2 months implementation 3.5 months for ROI Results Jacada® Visual IVR 70% Reduction in Customer Effort (from 4.20 to 1.20 minutes) 45% Customer adoption 11% Increase in Self-Service 4.5 M Savings Annually © 2016 Jacada, Inc. All rights reserved.

Perfecting the Agent-Customer Interaction Visual IVR + Agent Assist “Demonstration” Perfecting the Agent-Customer Interaction Visual IVR + Agent Assist

David Holmes AVP Digital Solutions dholmes@jacada.com 1-770-776-2222