Kipany Presentation Deck

© 2017 KIPANY. ALL RIGHTS RESERVED. PROPRIETARY & CONFIDENTIAL. INTERNAL USE ONLY.
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KIPANY  
MARKETING  
SOLUTIONS
Get the Results.  
Love the Outcome.  
Experience the Difference.
| March 22, 2017

~40
© 2017 KIPANY. ALL RIGHTS RESERVED. PROPRIETARY & CONFIDENTIAL. INTERNAL USE ONLY.|
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Y E A R S O F
E X P E R I E N C E
F O U N D E D  
I N 19 7 9
H Q I N N Y C

110M I L L I O N
P L U S I N
A N N U A L
R E V E N U E S

500K+A N D C O U N T I N G
L I V E C O N T A C T S
P E R M O N T H

$2.4B
I N C R E M E N T A L
C L I E N T S A L E S
R E V E N U E
G E N E R A T E D
A N N U A L L Y

C E R T I F I E D
W O M E N ’ S
B U S I N E S S
E N T E R P R I S E

U S A A N D  
I N T E R N A T I O N A L
P R E S E N C E
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High-Performance  
Sales & Marketing
We leverage proprietary technology, along with ~40 years  
of experience in sales generation and consumer behavior
targeting, to move KPI’s in ﬁnancially impactful ways.
Our strategies are customized to align directly with your
brand’s mission and values and most importantly, creates an
impactful customer experience — and we take the risk.
High-Performance  
Consulting
We not only make critical recommendations – we will actually
execute and implement them for you. And, we take on ﬁnancial
accountability in consultation and performance improvement.

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A Connected but Distributed Workforce
Impactful & Aligned B2C Volume
Synchronized Scalability & Performance
Proprietary Technology – ScreenplayTM
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What Makes Kipany Unique

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Market Creators
and Optimizers
REVENUE GROWTH
Market Creation
> Lead Generation
> Demand Generation
> Data Mining
Consumer Activation
> Up-sell
> Cross-sell
> Winback
Brand Booster
> AHT
> FCR
> NPS

AD TECHMULTI-CHANNEL
EXPERTISE
> I/O Telemarketing
> Digital Marketing 
> Lead Generation 
> Testing/Optimization
STRATEGIC AND
CREATIVE SERVICES
COMPLIANCE
LEADERSHIP
> PACE Leadership
> On-staff Certified
Compliance Officers
> AOC/ROC/ SOC II
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Capabilities
> Proprietary Technology 
> Reporting Tools
> Predictive Analytics
> Artificial Intelligence
> Design
> Digital Production
> Video Production
> MMS / SMS

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7,000+ Customer Facing Agents
Kipany currently has a direct inﬂuence and access to U.S. &
international based customer-facing agents across multiple
geographies.
Our model enables higher percentage of agents at the top  
of the performance bell curve. Dynamic responsiveness  
and adjustment to ﬂuctuating labor pools. Rapid scalability  
– up or down.
Buffalo, NY 
Akron, OH
Oklahoma City, OK
Orlando, FL
Tampa, FL
Miami, FL
San Francisco, CA
Cedar Rapids, IA
Iowa City, IA
San Antonio, TX
Houston, TX
Atlanta, GA
Somerdale, NJ
Long Island City, NY
*All Agents must pass mandatory background checks and drug testing
On-Shore:
Off-Shore:
Mexico
Canada
Honduras
Guyana
Costa Rica
Guatemala

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100% cloud-based customer
engagement platform
> Commanded Control of Unlimited Scalability
> Increase Sales & Revenue
> Elevate Customer Satisfaction
> Real Time Data Insights

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Technology
SALES / REVENUE GENERATION
Our proprietary software ScreenPlayTM  
drives critical and signiﬁcant impact
27% 18% 21%
Lifetime Revenue 
Per Call
CUSTOMER CARE / BRAND BOOST
Cross-Sell & Up-Sell 
Conversion Lift
Core Product
Conversion
15% 11% 34%
AHT Improvement FCR Improvement NPS Improvement

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MMS Personalized Videos
A series of personalized MMS videos are sent to select
subscribers via their mobile device. Each video will have
dynamic variables (i.e. name, location, subscription info,
renewal date.)
Each video will be paired with a Call to Action as an added
value proposition, providing additional engagement and
deeper analytics.
> TXT response that elicits 
a secondary process,  
(i.e. opt-in to a service/
upsell info)
Call to Action:
> Custom link for further
information (i.e. latest news,
weather, account info.)

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MMS

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What We Do
WE FIND THE RIGHT
AUDIENCE
WE STIMULATE
THEIR INTEREST
WE CONNECT  
OUR CLIENTS WITH
QUALIFIED BUYERS
Lead Generation Development

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Audience Creation
VOLUME WITH
DEMOGRAPHIC
INFORMATION
> Daily data from users who  
register on our landing  
pages – fresh profiles
“Targeted” Co-Registration
DATA MINING DEMAND
GENERATION
NATIVE SURVEY
> Receive one file with  
registrations from existing  
users within our database
> Registrations from users who  
specifically showed interest  
in your offer/product
> Receive registrations from  
users that reply to specific  
profile-building questions

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Outbound Sales Channel
Cancel Callback program to convert cancelations  
back into sales
Special segments targeting Inactive households to
bring them back to Verizon (Winback)
Kipany performs own Lead Generation for Fios
(mis-dials, digitally-sourced leads)
1M+ Fios Data, TV, H.S.I., and Premium Content units
delivered since 2005 to present
Proven track record of success and expertise in
the Spanish-speaking market since 2001
Only outbound telemarketing vendor selected for  
the initial Fios rollout in 2005, have marketed Fios  
via OTM channel continuously since then
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Challenges:
Methodology:
Results:

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Inbound
Create incremental revenue opportunities though the
universal billing inbound queue
Inbound customer service program that successfully
handled 450K service calls per month
Agents were cross-trained to handle additional responsibilities
(tech support, ﬁnancial services) to improve the customer
experience while reducing Verizon expense
Kipany attained Best in Class KPI’s among external
partners 800+ agents, supervisors, managers, and
quality assurance personnel
Generated an average annual $200M in incremental
lifetime revenue from New Connects, Cross-Sells, Upsells
Rev gen peaked at $475M
Over the lifetime of the program revenue generated was
in excess of $1B
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Challenges:
Methodology:
Results:
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Digital Audience Creation
Exceed the target objective of new subscribers acquired for ABC
Insider Newsletter & staying within the target acquisition cost
Media flights could only run during a finite campaign window
coinciding with staggered season premieres
Identify optimal channels and audience groups to deliver
ongoing high-engagement subscribers
Channels: SEM, Display, Facebook, Twitter
Shows: (12 Total) Dancing With the Stars, Modern Family,
Grey’s Anatomy, Castle, Quantico, Once Upon a time & others
“Get Inside” Creative Messaging: get the Inside scoop,
Do You Know all the secrets, Stay in The Know, Backstage Pass
341 Ad Units developed (video and static), 48 Landing Pages
116% attainment against subscriber goal
Total 38% Conversion Rate to unique visitors
Total 24M paid media impressions that increased brand
and specific show visibility during premiere season
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Challenges:
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Methodology:
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Results:
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Responder Non-Converter
Callback Initiative
Add incremental unit sales from inbound customer universe
Keep skilled agents engaged and selling during slower  
inbound response times
Create more efficient and effective staffing model
Permission to call customer back obtained on initial response
Callbacks dispositioned in Kipany scripting application,
including date and time, agent ID, all to be stored in the dialer,
along with specific notes from original conversation
Information accessible for reporting purposes
Representative who made initial contact and built rapport
facilitated the callback
Achieved 18% – 20% lift against M/M total sales
Converted 54% of all calls handled
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Challenges:
Methodology:
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Results:
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Clients

212.883.8300
www.Kipany.com
info@Kipany.com
Personalized.
Aligned.
Impactful.
Remarkable.

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Our Workforce Model
SALES – NOT HOURS
OR MINUTES
SUPERIOR AGENTS CENTRALIZED
CONTROL
Single Point of Contact for both sales performance accountability and single-
view dynamic reporting – with full transparency
FUNDED INCENTIVES
Customized agent and supervisory
incentives, which include incentives for
quality & recognition for delivering an
excellent customer experience
QUALITY ASSURANCE
We provide enhanced monitoring within
each individual program, with feedback
tailored to product knowledge, sales
effectiveness, and customer satisfaction
SCALABILITY
Rapid adjustment to ﬂuctuating labor pools
Scalability – up or down
Our sales culture is centered on
delivering high-quality consultative sales
complementing an overall focus on the
customer experience
Our model enables us to employ a
higher percentage of agents at the top of
the bell curve for both sales and ability
to truly “connect” with the customer
Single point of contact for program
management, with lead allocations and
call routing control at the Kipany level,
distributing share of work based on
performance

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Dynamic Distributed
Workforce Model
Kipany Model Traditional Telemarketing Model
Innovation
Innovation is at the heart of our corporate culture. Kipany is constantly looking for
incremental and/or wholesale improvements across our portfolio of telemarketing
resources, and within each KPI.
The typical telemarketing vendor generally executes on client specifications under a
steady-state paradigm. Generally, innovation is not a vendor's core cultural strength.
Quality Assurance
Kipany invests in an additional layer of support beyond that of the vendor, with
responsibility to continuously and randomly monitors calls at arms-length, specifically
listening for sales performance opportunities and fulfillment of our client’s quality
requirements. On a Kipany campaign there is always an added mandate that  
dedicated, program-specific QA personnel be assigned to the program on-site.
The telemarketing vendor will assign resources within their Quality Assurance department,
which can be biased by close proximity both physically and from a socializing perspective
with the agents that are being monitored. These resources generally tend to monitor several
programs within their workweek, versus being dedicated.
Sales Performance
For each campaign Kipany assembles teams essentially comprised of the top of the  
bell curve from each of our sites – a distributed team of top performers. This team is
dynamically rotated over time as needed, with agents (and sometimes entire sites)  
falling out due to performance, and being replaced by hungry successors.
We invest in robust incentives in order to brand our clients within a site  
and attract top talent.
Kipany managers conduct daily performance calls on every program in order  
to benchmark results, generate competition among the vendor partners,  
and extract/share best practices
At the agent level, any telemarketing vendor will always exhibit a bell curve in terms of
performance. The finite number of top agents at each site ends up distributed among their
various client campaigns.
Compliance
Kipany assumes contractual responsibility for all client and regulatory requirements.
Kipany managers routinely audit for these elements as part of standard procedure during
site visits. Though Kipany is the responsible party, compliance items are contractually
passed to our vendors. Kipany stays current with regulatory matters, with oversight from
our Chief Compliance Officer who holds special compliance certification from PACE.
Telemarketing vendors will typically prepare just prior to a client audit to ensure they pass.
Their on-going commitment to compliance often being influenced by the degree to which
client is able to allocate resources to exercise control.

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Dynamic Distributed
Workforce Model
Kipany Model Traditional Telemarketing Model
Technology
Essential to our model is our unparalleled technology backbone. Kipany has invested
millions of dollars on proprietary platforms that allows us to both centralize and
dynamically control our distributed portfolio of telemarketing locations and resources.  
This includes campaign elements such as reporting, scripting, and lead (or call)  
distribution. From a back-end perspective we appear as a single entity, facilitating  
the performance advantages of a distributed workforce without increasing client  
resources required to manage our vendor network. Our technology platform delivers
faster, compressed implementation timelines for new programs as well as real-time
program changes.
Technology capabilities and their related timelines are limited by the technology  
platform of the specific vendor.
Training
Our managers personally attend client training sessions to ensure calibration  
and conduct ongoing Train-the-Trainer sessions. At the end of every training cycle,  
we deliver client-vetted quizzes and evaluations to ensure graduating only fully  
qualified agents. With client authorization we proactively improve training material  
based on feedback from the classes and the calling floor – all of the above  
in concert with the vendor’s training resources.
Training resources at telemarketing vendors are responsible for delivering training material,
typically as part of multiple programs co-located at a site, but generally they are not
dedicated, nor do they interface directly with the client.
Point of Contact
A team of senior managers is designated to interface with our clients. The key differential  
is that the POC team is comprised of direct marketing experts with responsibility to deliver
not only quality and sales but also ideas, improvements, and marketplace feedback.  
This valuable feedback is gathered through call monitoring, site visits, focus groups,  
and directly interfacing with agents through our proprietary Kipany portal, affording  
every CSR a direct voice in program feedback.
Normally clients are assigned account executives who are responsible for the client
relationship, in a narrow sense, pertaining only to steady-state management of KPI’s.
Creative Services
Kipany’s creative services and media group offers email, text, and interactive web  
solutions in support of direct marketing programs or as complete stand-alone  
marketing or branding efforts.
Generally none offered.

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