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OVERVIEW

a better pair™

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www.afiniti.comAfiniti: A Better Pair™

Afiniti®

Afiniti transforms the way humans interact by applying artificial intelligence to dis-cover, predict and affect patterns of interpersonal behavior.

Afiniti’s principal application today enables the real-time, optimized pairing of indi-vidual contact center agents with individual customers in large enterprises. Afiniti is unique in providing such an application predicated on pairing individuals.

A key element of our business is a pay-for-performance business model in which our clients can compensate us based on the incremental revenues and cost savings we deliver. When deployed at scale, our technology can contribute significant propor-tions of our clients’ profitability.

The Afiniti deployment cycle is typically between twenty-five and one hundred days. Deployment does not require any change to existing technology infrastructure or call routing configurations, and does not affect agent hiring, training, staffing, of com-pensation. When live, Afiniti is essentially invisible to both customers and agents.

Increase RevenuesSales Conversion, Up-sell, Cross-sell, Retention

Reduce CostsCollections, Average Handle Time

Improve Customer & Agent SatisfactionNet Promoter Score, First Call Resolution Rate, Transfers

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The ScienceBehind AfinitiAfiniti pairs callers and agents by analyzing customer and agent behavior using big data analytics and artificial intelligence algorithms to determine the optimal behavioral fit. We refer to this process as Enterprise Behavioral Pairing™, or EBP™. We combine customer data from third parties, from diverse sources including third-party data providers such as Allant™, Acxiom™, Experian™, together with US and international census archive with internal client data to provide a holistic view of individual customers.

To predict agent behavior, Afiniti examines between 30 and 120 days of historical inter-actions and determines the variance in interaction outcome for each agent. Afiniti also optionally circulates a twenty-minute survey that provides a baseline on the behavior of newly employed agents.

Every twenty-four hours, Afiniti’s artificial intelligence algorithms scan all newly gen-erated contact center data and incorporate this information into Afiniti’s continually evolving behavioral pairing models. Each model changes daily, and is not only unique by customer, but also unique down to the skill group level. There is no static model of behavior that Afiniti deploys.

Our artificial intelligence technology is based on a decade of research and relies on patented, proprietary pattern-matching technology, which is unique in the marketplace.

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A Better Pair™

On a daily basis, Afiniti identifies patterns of successful communication within available consumer data, surveyed agent behavioral information and historical call outcome records. Afiniti’s patented technology then processes over one billion calculations per second to establish the likely behavior of contacts and agents and assigns the optimal pairings between the two. Afiniti’s unique EBP solution increases sales and retention rates, enhances customer satisfaction, and reduces a variety of cost metrics.

Typical revenue improvements focus on increasing telesales conversion rates, customer retention rates, and cross- and up- sell opportunities. Cost reduction opportunities will frequently focus on average handle time reduction and first call resolution enhancement.

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Caller Behavioral DataAfiniti uses caller ID to identify behavioral data within publicly available consumer databases

and internal client data.

Agent Behavioral DataAfiniti gathers agent behavioral

data through a voluntary, custom, 20-minute online survey.

Historical Outcome DataThe outcome of each interaction is analyzed to continually improve

Afiniti’s Artificial Intelligence Engine.

Afiniti: A Better Pair™®

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Precisely MeasurableAfiniti delivers precisely measurable results by adopting a patented approach of alternating Afiniti ON and OFF in short time cycles.

These short alternating cycles provide a clear statistical view as to the benefit that we deliver, regardless of changes in revenue, agent population, consumer behavior, marketing campaigns, technologies, staffing or other variables.

Because Afiniti’s benefit is precisely measurable, Afiniti can deploy its primary business model of receiving only a share of the economic benefit it delivers.

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Performance with Afiniti ON vs. OFF

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On Off OffOn

First In, First OutAfiniti®

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Afiniti and McKinsey Solutions — the data, analytics, and tools division of McKinsey and Company — formed a global strategic alliance in 2014.

Together, McKinsey and Afiniti jointly serve customers around the world with an integrated service offering, combining McKinsey’s global footprint and Afiniti‘s transformational technology.

Afiniti: A Better Pair™®

www.afiniti.com

Company HistorySince 2006, Afiniti has delivered over 100 deployments in nine countries and has optimized over 100,000 agents. With presence in thirteen locations across the globe, Afiniti optimizes call flows for Ageas, the Automobile Association, Caesars Entertainment, DirectTV, o2, Sky, Sprint, T-Mobile USA, Virgin Media, and Vodafone amongst its portfolio of Global 500 clients.

We look forward to partnering with you.

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Afiniti in Numbers200

Global Contact Center Locations

400,000+ Calls Paired Per Day

42 Patents Granted60 Patents Pending

Billionsin incremental Client Revenue Generated

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Afiniti: A Better Pair™®

www.afiniti.com

Tough call

Afiniti’s artificial intelligence solutions aremeasurably transforming enterprise profitability

find out more at afiniti.com/transform

United States1700 Pennsylvania Ave. nw, Suite 560 Washington, DC, 20006+ 1 877 721-9158

United KingdomMillbank Tower, 27th Floor, 21-24 Millbank London, SW1P 4QP+ 44 800 998-7006 a better pair