Corporate overview deck of Expivia Interaction Marketing Group. A 100% USA Contact Center located in PA.

1. Corporate
DNA
Overview
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Lets do this!

2. 1
OVERVIEW OF EXPIVIA
EXPIVIA INTERACTION MARKETING GROUP INC
Expivia is a full service 21st century omni-channel contact center with its DNA
grounded in high end customer care and sales programs. Our management team has
worked for some of the largest, most complex brands in the USA, including companies
such as Readers Digest, HomeServe, The National Restaurant Association, Chase, Rite
Aid, Bank of America, Citi, HSBC, State Farm and Travelers.
We are a U.S. based PCI Compliant brick and mortar organization located in Erie,
Pennsylvania with 100% English speaking associates. Currently, Expivia operates 400
universal stations and is currently in an expansion mode to 500 stations.
Working together with some of the most exacting clients in the marketplace has
placed us in a unique position to understand the needs of highly complex customer
service, inbound marketing, and sales programs. We understand the dynamics of
selling, based on our years of outbound B2B and customer based B2C outbound
calling.
Expivia is a leader in some of the newest CRM technologies such as Chatbot/Texting
Artificial Intelligence, Video Customer service along with advanced speech analytics.
We can help any organization employ these technologies as a part of their omni-
channel services to their customers. Expivia can guide organizations through the
contact center marketing channels of today and tomorrow. Through our partnership
and expertise with InContact, the leader in cloud telephony technology, can provide a
plan to enhance any customer engagement and service strategy
Expivia is able to offer a great blend of highly educated associates, advanced
technology and an experienced client services staff, all integrated into your program.
One of the great benefits of working with Expivia is that based upon the size of your
program we are able to offer single company contact center sites within our facility
branded just for you. We want to be a true extension of your business and your brand,
and we will go the extra mile to make that happen.

3. Because present and potential clients provide high-end services and high quality
products, the experience that customers receive has to be the best in class. The front-line
call center must provide seamless connectivity to all systems. In addition, they must also
provide highly educated associates while implementing state of the art telephony
technology.
On the client support front, our strategic clients also receive 24/7 client service support
with at least two client services managers, a full time dedicated on-site trainer and the
opportunity of having their program be a solo entity in their own branded room in our
contact center. Our intent is not to be a vendor, but to be a true extension of each of our
clients brand.
This is what we do at Expivia.
FOR INSTANCE..
We understand the demands of high-end products and customers. For almost 15 years
the management of Expivia oversaw Bank of America's largest customer services site
(over 350 agents) which included all of their internal and outsourced partners. This
program offered a six-week training for all new associates before they took their first
call.
Our team handled not only the customer service portion of the portfolio but also had to
support a heavily technical component for the bank. Because of our performance on
every level, we were their vendor of choice to handle the roll out of their first ever
banking APP. We were also the only outsourced BOA vendor approved to handle high
value VIP customers (customer with a net worth of five million dollars+)
Our management also retained a long term relationship with another large top five
financial services firm. Again, we were assigned to answer calls from their VIP level
clients and make outbound sales calls to these customers. The initial vendor approval
process was extremely vigorous. We were the only outside vendor given this level of
access to their customers.
Quality is what we do differently, it is in our DNA. Each client is assigned 24/7 customer
support with two client service managers assigned to each account. Expivia does not
charge for this service. Just some of the things that make us different from most
contact centers.
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WHAT EXPIVIA CAN OFFER

4. WE ARE DIFFERENT
Our agents are seasoned U.S. associates who have tackled some of the most
demanding challenges. At Expivia we provide one hour of weekly off-the-phone
training for each associate at our cost. This includes ongoing product knowledge,
changes and points of emphasis, etc. We are bringing back service and quality to the
contact center industry.
Expivia is comfortable with programs that have training windows that sometimes
reach out to six weeks or more. Some of our clients have talk times that on average are
much longer than industry standards because of the complexity of the process and
sophistication of the customer base.
Expivia is also progressive when it comes to technology. We are one of the
first groups to offer full one-way and two-way video customer service and sales
through web or mobile devices. We are one of the first organizations to
provide Chatbot and Texting Artificial Intelligence services to our customers
along with advanced speech analytic capabilities. We are always on the cutting
edge of the newest in CRM technology.
The size of our contact center provides some special capabilities. We are large enough
to offer highly educated associates and the latest technology, yet small enough to
make sure each and every client receives the service they deserve.
Because of our years of experience in the contact center industry, we have
implemented hundreds of different types of programs as they relate to customer
service, technical support and retention. We have the expertise to understand what will
work for your specific program.
OVERVIEW OF SERVICES
• Inbound Customer Service/
Sales
• Chat and Email
• Outbound Customer Based
Calling
• Advanced Speech Analytics
• Social Media Monitoring
• Chatbot AI Technology
• Video Customer Service
• Multi-Site Program
Management
• Back Office/ Non Voice
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5. EXPIVIA ASSOCIATES & OUR CORPORATE CULTURE
One of the fundamental elements that
differentiate today's contact centers is the
education of their associates.
We hire all contact center employees based
upon our corporate culture of Attitude and
Effort. We demand that all employees come
to work with a great attitude and ready to
give 100% effort, we hold everyone to these
simple yet effective standards.
This culture permeates through all of our day
to day interactions here at Expivia.
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EDUCATION
Based upon 30+ years of contact center experience, we understand the importance
of the continuous education of all of our call center personnel. They must be versed
in the rules and guidelines of not only the center itself but harbor an understanding
of the TCPA and other governmental regulations/restrictions applicable to the
industry.
All associates are tested before being assigned to a specific program on their overall
knowledge and understanding. Expivia has developed a very specific on-boarding
processes for new agents. This system includes a much smaller supervisor to
associate ratio for the first 30 days, with additional education and testing,
We provide all associates with one hour of off the phone paid education weekly (not
billed to client) in order to help them become more knowledgeable and proficient
within their position. We also make sure the associates are made to feel welcome
and valued. This is part of what makes Expivia…Expivia.
Expivia Training Room 1

6. 5
EXPIVIA TECHNOLOGY/TELEPHONY
OVERVIEW
Expivia utilizes inContact as our VOIP Cloud Contact Center Provider. inContact is
known as the leader in the cloud contact center arena. Expivia employs an IT
infrastructure with fully redundant Fiber Optic Internet and redundant virtual servers
as well as an on-site Kohler generator for power redundancy .
From day one, all clients have the ability for advanced IVR and routing capabilities.
They are able to have access to real time reports instantly which will allow for instant
business decisions.
Expivia also employs the InContact QA platform allowing for Advanced Speech
Analytics to be implemented on all calls. We can search for key words in calls to see if
phrases such as "too expensive" are trending. We can also monitor voice inflections to
see if customers raise their voices allowing for true pinpointed QA.
PROGRAMING STAFF
Our dedicated on-site IT team can design client specific screens and reporting
options. Expivia can connect to any web or proprietary systems employed even by the
most sophisticated organization.
SCREEN DEVELOPMENT
All screens are unique for each client. Expivia programmers can design and
implement a variety of system options. We handle everything from complex data
pulling, screen pops, GUI creation, as well as basic web forms. We work directly with
clients to support any of their programming needs.
REPORTING
Clients have total access to all telephony reports on their program through the
connection we have with inContact through a portal we can set up with login access.
We can create any real-time or historical reports necessary at no charge.
SPEECH ANALYTICS
Expivia is one of the first BPO’s to offer
Advanced Speech Analytics to all its
inbound and customer service programs.
Through keyword searches and agent
sentiment analysis Expivia can tell you
exactly what your customers are saying
and why they are saying it...

7. ROUTING
Through our partnership with InContact, we are able to offer advanced routing
techniques to make sure that service levels are met, while making sure that each call
gets to the proper agent.
Expivia offers all clients these standard features:
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Our system will automatically "add" reserve agents to
specific queues, based on predicted potential
wait times1
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QUEUE PREDICTION
VIRTUAL QUEUING
Virtual queuing systems allow customers to receive
callbacks instead of waiting in an ACD queue. This
solution is analogous to the "fast lane" option
used at amusement parks.
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SKILLS BASED ROUTING
We can route calls based on business rules and on
call priority. We will be able to do some unique
features with both organizations on the same
telephony platform.
"Expivia was chosen to become a member of the 2017 inContact
Champion and Visionary Council (iCVC). The iCVC is select group of
inContact customers selected to join as trusted advisors to help inContact
validate ideas for new products and features and plans for future
innovation"

8. One of the most important elements of a program is the communication network
that is established between "partners". The client service managers of Expivia are the
conduit for all of the needs that a client may require.
They manage all aspects of the program daily by interfacing with IT, Human
Resources as well as Production. It is their responsibility to insure the client is
supported in every way possible to achieve the programs continuing success. There
is no extra charge for dedicated client services support. This is all incorporated into
the associate hourly rate.
Two client services managers are assigned to each client, with the client having 24/7
access to a live client services manager. At Expivia, your client services manager will
be the first point and only point of contact you will need.
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EXPIVIA CLIENT SERVICES
WHY EXPIVIA INTERACTION MARKETING GROUP, INC?
Our Senior Management has owned and run contact centers for the past 30 years.
We understand the complexity of today's market. Its no longer good enough to just
be able to answer the phone or make sales calls. Today's customer is evolving and
organizations need a partner that is one step ahead of that curve.
Customers want to engage on their terms, whether that is through chat, text, apps or
customer service phone calls. Your company needs to offer multiple options to meet
today's demands.
Let's not forget though that customer service or sales entail more than just
technology. You need highly skilled associates that have the experience running a
multitude of programs.
This is why Expivia. We handle all channels for all your customers increasing ROI and
customer satisfaction.

9. 9
CASE STUDY I: SATISFIED CUSTOMER INC
PROJECT GOALS
A client came to us from the hospitality industry looking to replace their outsourced
partner of many years. The program was very complex, as it dealt with many corporate
clients from large chain restaurants in the USA. Their quality scores, service levels, and
error quotient were above industry standards and much lower than what our client
expected from an outsourced partner. The partner also struggled with the IT and
telephony integrations which left an inefficient model on how calls were being handle.
OUR SOLUTION
The first solution was for us to fix the telephony and data integration issue. With our
InContact telephony we were able to take calls easily, set up virtual call backs for
longer queues and route calls between our facilities based upon business rules that
were agreed upon. Over the course of a weekend, we set up a VPN and walked our
client though the steps needed on their end so we would have a virtual desktop of
their CRM.
From the agent side, we started the three week training. We assigned associates that
would closely mirror the agents they had in their in-house center. After initial training,
all agents spent two weeks in our training room with very close supervision and
enhanced monitoring.
We created online scoring systems that integrated with our speech recognition QA
software to make sure all disclosures were read verbatim.
MEASURABLE RESULTS
Expivia showed instant results. Service levels (SLA) improved 30% just based on better
routing techniques. Our average talk time was equal to the more experienced previous
vendor on day one because of the vigorous on-boarding procedures. We were able to
take more calls on the same budget with higher quality instantly showing ROI value.
The most impressive point though was the increase in quality. We now rival our clients
internal site daily on our quality scores and are in talks with them to outsource all their
service to us.
"Expivia Interaction Marketing Group, inc saved us from the daily frustration
and time we spent on our old provider. Their quality and professionalism is
hard to find in any call center. I would highly recommend them "
- STEPHANIE O'ROURKE- VENDOR MANAGER
CASE STUDY

10. THOMAS
LAIRD CEO
JACKIE BATES
DIRECTOR OF QA AND TRAINING
The Expivia Learning Center and QA
departments are led by a 25 year veteran of the
contact center BPO realm. Jackie is no
stranger to complex service and sales programs.
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OUR MANAGEMENT TEAM
Determined Contact Center leader with over 23
years’ experience in growing trade routes to
customers by having a complete understanding
and vision of the technology and quality needed to
lead a world class interaction center.
Tom was the former VP of Call Center Operations
for a 700 employee BPO contact center for over 13
years. Current Member of Vistage CEO Group.
Proud member of the InContact ICVC board which
validates ideas for new products and features and
uncover service and product improvement
opportunities to help plan for future InContact
innovations.
JOYCE COVATTO
EXECUTIVE VP CLIENT SERVICES
With over 30 years of experience in all facets of the
Contact Center industry, Joyce brings a wealth of
experience, leading Expivia's client support and
business development teams.

11. 11
SERGIO MARRON, VP APPLICATION
DEVELOPMENT
Sergio heads up Expivia's Application
Development team and works closely with
clients on all integrations.
EXPIVIA EXCITABLES
ICVC Board Expivia Interaction
Marketing Group Adopts
Pypestream
Expivia Wins Erie, Pa
Startup of the Year Award

12. 12
CLOSING
We at Expivia understand the importance of being responsive to our client's needs.
Because changes/modifications have become a part of our fast paced world, our IT, HR
and Client Service areas are accustomed to reacting quickly to business issues,
opportunities, or overall program maintenance.
We understand the demands that complex customer service programs need from a
provider's quality, IT, training and telephony perspective. This is why Expivia is in
business to provide this type of support to our customers.
THANK YOU!
Prepared by:
Thomas A. Laird, CEO
www.expiviausa.com
814.868.5500 w
814.397.8354 c
www.tlaird@expivia.net