Brief overview of Motif BPO capabilities and why clients engage and stay with Motif

1. 1 Motif, Inc.Overview & Differentiators2009Motif's Mission:"Build long term relationships by exceeding customer expectations through integrity, teamwork and innovation." Steve Kuntz 512.619.3946 steve.kuntz@motifinc.com 1

3. Originally a software company, Motif transformed into a BPO with Innovative Technology DNA

4. Tackle complex customer requirements – not commodity work, “Intelligent Outsourcing”

5. Deep vertical knowledge and customized tools

7. The Chatterjee Group, Desai Capital, Artiman Ventures

8. Zero debt

10. A leading online auction company

11. A top 100 online retailer

12. A major benefits record keeper Never lost a client due to quality 2

14. Personalized Email response services

15. Travel reservation changes

18. Social Media Listening

20. Financial reconciliation

21. Mortgage services - Loans Origination, Servicing & Closing

22. Insurance Services - Database reconciliation Verticals Retail / E-commerce Travel and Hospitality Financial Services 3

23. The Motif Difference Key Differentiators People-Driven Continuous Improvement Relentlessly Analyze Performance Identify Causes Develop High Impact Solutions Engage and Develop the Front-line Results Driven Culture Flexible Client Partnerships Collaborate with Clients Technology & Process Innovation Implement Continuous improvement methodology & QA Approach 4

25. Increase First Time Resolution

26. Reduce Customer Contacts

28. Minimize Financial Loss on Transactions

30. Variance Tracking Software for Reconciliation

32. Library of Automated Personalized Responses

33. Dashboards for Real Time Performance & QA

35. Competitor Analysis Tools

36. Tool for Real Time Volume Management

38. Human Capital and Knowledge Base for Fraud Prevention Processes

40. Competitive Intelligence

41. Reduce Average Handle Time

43. Prevent Losses & Increase ROI

44. Minimize Site Violations

45. Improved Content SecurityMitigate Risk 5

48. Top vendor status within 2 months of inbound voice operations

49. 500% ROI on Fraud Prevention spend

51. Order processing & guidance

52. Website navigation, technical support

53. Billing inquiries, credits & refunds

54. Credit card authorization, payment status

56. Confirmation (review segment status) and airline schedule changes

57. Communication to the airlines and the passengers

59. Hotel Amenity Surveys

62. Analyze reviews

64. Community Watch

65. List practices

66. Infringement

68. Email /Chat for Tier I / II for General Support questions

75. Data collection from secondary sources

76. Data cleaning using automated models

77. Customized data analytics

78. Detailed reports and customized dashboards

80. Perform data quality analysis

82. Provide customized reports

84. Researching KOLs and creating customized profiles

85. Gathering market intelligence for end clients

89. Developed tools to track AHT and productivity of agents

93. Copyrights and trademarks violations (Illegal sale of DVDs, CDs, other software license, etc.)

96. Items reported by copyright/IP owners and legal teams8

99. Review customer purchase history

100. Analyze AVS (Address Verification System) output

101. Validate and match name, address, phone using online databases

102. Perform reverse DNS lookup to determine purchase location

104. Confirm with credit card holder

106. If information does not match

107. Cancel reservation

108. Ban future transactions

109. Communicate with relevant stakeholders

110. 500% ROI on Fraud Prevention spend

111. Improved fraud detection algorithms

112. Never penalized for incorrect cancellations

113. Increased team productivity by 43% since program inceptionResults 9

115. Watch list of locations, names and IP addresses on high alerts• List of research tools to assist in further investigation • Training modules, updates and FAQs • Scripts to call customers, banks and partners • Workflow priorities No Complete the fraud investigation form Pass the offer as good offer 10

117. Build relationships with key influencers

118. Enable “timely” response and identify PR issues before they blow up

119. Enhance product development

120. Incorporate direct, unsolicited and unfiltered user generated content (UGC)

121. Enable appropriate marketing messages

122. Deeper understanding of customer perceptions

123. Improved sentiment analysis – More relevant to specific product category due to human intervention

124. Data collection

125. Collection of relevant content about you and your competitors

126. Common sources (specific sites, blogs, micro-blogs, etc) maintained in database

127. Data Analysis

128. Custom analysis performed to refine automated results using high quality human judgment

129. Reporting

130. Reports and dashboards developed periodically using custom templates

131. Thematic analysis

133. KOLs in different product categories

134. Above databases are continually updated

136. Based on search terms and prioritized sentiment attributes provided by the client

137. Custom code developed by Motif to perform product specific analysis

138. Automatic analysis results are reviewed and refined by analysts to mitigate impact of “noise”

139. Experienced resources trained on marketing and social media

141. Customized for management levels and departments

142. Competitor products and brands included upon request

143. Reports are generated based on preconfigured frequencies

144. Ad-hoc reports to analyze and communicate incidents that require more timely attentionReporting…

146. Activity timeline and explanations for peaks

147. Overall sentiment about the company

148. Comparison vs. previous months

149. Thematic analysis

150. Frequency of themes

151. Company sentiment analysis by theme

152. Comparison vs. previous months

153. Representative quotes about each theme

154. Most active websites

155. Identification of most active websites

156. Company sentiment analysis by site

157. Summary of topics covered on each site

158. Representative posts

159. Most influential sites

160. Identification of most influential sites

161. Company sentiment analysis by site

162. Summary of topics covered on each site

163. Representative posts

164. Organization structure analysis

165. Post activity by department / business unit (e.g., customer support, marketing)

166. Company sentiment analysis by department / business unit