iCall provides business process outsourcing and knowledge process outsourcing services. It has over 1200 employees located across facilities in India, the UK, and the US. iCall offers a range of services including customer care, finance and accounting, mortgage and title processing, back office support, and more. It prides itself on high-quality processes, robust infrastructure, and a talented workforce.

1. Ascendum / iCall – CORPORATE OVERVIEW Your Ideal Partner for Business/Knowledge Process Outsourcing

2. Vora Ventures – Ascendum Parent A Cincinnati Based Private Equity Firm – Specializing in Creating Innovative IT Firms WW IT Infrastructure IT Services IT Products v www.voratechpark.com BPO Services www.icallindia.net IT Services * Minority Stake Holding * * *

3. iCall Corporate Overview An Adani - Vora Joint Venture Adani Enterprise - Multi-Billion$$ Group (9 th Largest) in India Vora Ventures - Reputable Private Equity Firm in the Midwest, USA Global Service Delivery Firm Founded in 2001 1200 Highly Skilled/Trained Knowledge Professionals State of the Art Infrastructure (Cisco, Avaya) 75,000 SqFt Facilities with 3 Locations Worldwide Strong Processes and Methodologies ISO 9001:2000 Certified, Six Sigma & COPC based Process Methodologies Microsoft MOSS and BlueSpring BPMS Platform Enabled 7x24 Operations with Worldwide Support Centers Ohio (USA); Coventry (UK); Bangalore and Ahmedabad (INDIA) 100% Client Retention History 2008 Winner of “Rising Star – Best BPO/ KPO/ Call Center” in Gujarat, India 7+ Years in Business, 1200+ Strong, State-of-the-art Infrastructure, Worldwide Clients

4. iCall Services and Solutions Years of Experience in Performing Complex Knowledge –Based Processes for Worldwide Clients Service Delivery Voice Based Non- Voice Web Based Inbound Outbound Document Processing Research Mail Chat Process Centers Program & Process Management Service Offerings Mortgage & Title Settlement Services Engagement Models Delivery Business Model Onsite Offshore FTE Based Transaction Based Shared Risk/Reward Joint Ventures Back Office Services Finance and Accounting Services Customer Care Services Quality Management Client Management Knowledge Repository

5. Customer Care Services End-to-end Customer Care Solutions for a Wide variety of Industries and Geographies Inbound Customer Care Customer support Billing query resolution Order management Account maintenance Order booking Customer Grievances Resolution Customer inquiry Outbound Customer Care Sales - Telemarketing Verification Services Credit Management Market Research Industries Served Retail Telecommunications Banking, Finance, Securities and Insurance (BFSI) Market Research

6. Live Chat Features of Live Chat 24/7 Capabilities Flexibility and Scalability 99.98% uptime Detailed tracking & reporting Total Security – Chats and transactions can by encrypted. No language barrier Simple immediate installation Customer contact capture Benefits of Live Chat Great First Impression Increase Sales Cost Savings Better Web Analysis Low up-front capital Up sell and cross sell Live Chat Support offers a platform to answer questions prior to customer commitment.

7. Finance and Accounting Services Accounting General ledger Chart of accounts Preparing Bank Reconciliations Accounts Payable Accounts Receivable. Taxation S-Corporation (1120 S) C-Corporation (1120 C) Individual Tax Returns (1040) Tax Returns / Processing Equity Research From Simple to Complex Finance/Accounting/Taxes Related Processes for USA/UK

8. Mortgage & Title Settlement Services Mortgage Services Underwriting Loan Placement Post-Closing Processing Pro-active issue notification Title Settlement Services Title Insurance binder and Endorsements Titles Searches Confirm property taxes Mortgage Pay-offs Final HUD or Settlement Statement Loan Processing for Medium to Large Mortgage Companies, Brokers and Lenders

9. Back Office Services Data Management Database & Order Management Application Processing and Management Billing & Invoicing Payment Processing Service Warranty and Spare Management Reconciliation Data mining Transaction Processing Inventory Management Retail Operations Market Research Market Survey Data Collection & Analysis Competitor Tracking & Updates Simple Data (Content, Database) Management to Complex Data Analysis Services Content Management Web Research (Blogs, Groups, Chat Rooms) Content Analysis Alert Generation Threat Reports

10. iCall’s Talent Strategy and Practice Hire the Best, Invest in Training and Retain the Top Talent Pool Objectives Be the “employer of choice” for passionate and talented professionals, by providing a learning and fun-filled environment and intellectually enriching experience Create systems, policies and processes that drive a ethical, transparent, fun-filled and vibrant work culture Promote employee well being and facilitate individual development Key Practices Equal opportunity employer Respect for Diversity Multi-cultural workforce Sensitization through cultural and business conduct orientation program Open and Transparent Policy Guidelines Significant investment on employee well-being and development

11. iCall’s Commitment to Quality & Data Security Best Practices through inbuilt Quality Processes and security of Intellectual Property Quality Total Quality & Compliance Department Quality Assurance of Processes, Systems and Human Assets Statutory and Regulatory Compliances Best Practices Used by iCall in regard to People Processes Technology Global Standards ISO 9001:2000 Certified Customer Operations Performance Center (COPC) Six-Sigma Methodologies Data Security Employee Background Check Authenticated Access Security for Online Data Access Security Surveillance Access Rights Management Security Violation Activity Report Multi-level Firewall Architecture Backup and Disaster Recovery Business Continuity Plan with Multiple Locations

12. iCall’s World-class IT, Network, Voice and Data Infrastructure Heavily Invested in a Robust, Scalable and Secured Infrastructure Robust Data/Network Infrastructure Multiplexer - Neura's ORCA GX21 Servers - IBM's Netfinity X342, X345 Routers - Cisco 2621 Network Switches - Nortel's Passport 1150 Modem - RAD Desktops - IBM Net vista P4 High-quality & Reliable Voice Capacity Multiplexer - Neura's ORCA GX21 PBX - Avaya Definity G3Si, Meridian 61C Predictive Dialer - Portal Connect, AMCAT CTI Server - Portal Connect, AMCAT Digital Voice Logger - Nice Headsets – Plantronics Secure Information Technology Infrastructure Microsoft's Win 2K Advanced Servers Microsoft's Win 2K Professional Clients Email Management Software – eShare Call Management Software – Interactive Intelligence ACD System – Elite, Symposium Network Management Platform - IBM SLA’s with each Vendor for Critical Equipments to service request in less than 4 hours and supply replacement equipments within agreed timeframes Redundant Power Infrastructure The State Grid Power Generator Sets within the campus UPS systems installed within the campus State-of-the-art Telecommunication Infrastructure International Redundancy 2 Points of Presence in the US Dedicated links to each of 2 hubs Each link sourced from different Service Providers Domestic Redundancy Last mile has fiber with copper as a redundancy back up Currently routing both its links via the Telecom Service Provider in Mumbai, India Working with the Service Provider to route one link via a separate exchange at a different location in Ensures that there is no single point of failure anywhere between the iCall site and the client site

13. iCall’s Process Migration Framework Do the Right Thing First and then Do It Right Opportunity Identification : Presents the Client with high-level outsourcing and savings potential. iCall identifies outsource-able process that can be examined further. Solution Identification : Based on Client go-ahead, iCall explores the identified areas in greater detail. iCall presents to Client price, savings, ROI and high level design for the adapted processes, ready to be transitioned to iCall. Transition : Thorough understanding of Client processes, designing technology for the adapted process, baselining and identifying Client Critical to Quality Areas (CTQ’s), process(es) are moved to iCall seamlessly. Service Delivery : Day to Day operations of the process at iCall. Process is monitored on the basis of Client defined CTQ’s. Opportunity Identification Solution Identification Transition Service Delivery

14. iCall’s Detailed Business Process Transition Framework Proven and Systematic Business Transition and Migration Approach Requirement Sessions Identify Core Functions Data Requirements Prototyping / Navigation Flow Define Workflow Project Schedule Architecture Detailed Design Coding Guideline Environment / Configuration Communication Plan Prepare Test Plan Release Process Development Unit Testing Code Walkthrough Test Bed Preparation Validation Testing Regression Testing Load Testing Failover / Recovery Testing Integration Testing User Acceptance Phased System Rollout End User Training & Documentation Identify & Monitor Performance Metrics Assessment Planning & Design Pilot Roll Out (Live) 4 Wks 12 Wks 16 Wks 6 Wks What processes are candidates for outsourcing? Which if those are easily outsource-able (interdependence, technology/infrastructure, cost/benefit)\? How ready is the organization for outsourcing? What are the low hanging fruits for easy proof of concept? Ideal geographic location Business model—per transaction, per hour, performance based, or a combination Skill-set required Resources required for complete transition (People, Process & Technology) Expected Scale/Growth, ROI/Outcome/Timeline BCP/DR planning Identify risks and mitigation plan Establish physical infrastructure Recruit and train operators Establish robust communications infrastructure Process re-engineering Identify various matrixes Define structures Identify training needs Define & create control & monitoring mechanism. SLA setting/ re-engineering Go Live! Track deliverables/quality Monitor process efficiency Process & Resource Optimization Seamless and continuous communication Quality analysis & improvement Prioritized and phased list of processes Estimated savings per annum Robust business plan Change management and communications plan for affected employees Development & designing of business tools Functioning remote services operation for initial scale Better trained staff Establish benchmarks Risk management plan Completely functioning remote services operation Process optimization Project management and communication team Monthly reports and improvements Migration & Transitioning Team Methodologies & Framework, Knowledge Repositories Quality Framework – People, Process & Technology Information Security Policies, Risk Management & Business Continuity Framework Activities End Product

15. iCall Client Benefits Infinite Scalability, Focus on Your Core Business, Reduce Costs Significantly, Maintain Quality Scale Benefits Cost Benefits Convenience Benefits Volume - Process more calls/transactions with same or less back-office resources Scalable Infrastructure - Realize substantial growth without large investment in processing operations or infrastructure Economies of Scale - Leverage the organization & discipline of a large processing factory handling 100’s of complex processes Time to Market - Short Turn-around-time for scale-ups Direct Cost Savings - Reduce up to 50% of processing costs Reduce/Eliminate Fixed Costs - Flexible options to grow iCall processes as your business grows; no (minimal) fixed support / training staff Eliminate Trial and Error - Existence of tried & tested processes & methodologies driven by ISO standards. High ROI - Better value for money as processes are optimized, quality is increased, and fixed recurring costs are reduced Reduce daily hassles of handling calls/transaction processing while maintaining focus on your core business On-demand status review & reporting Proactive notification system Built-in Quality Assurance program for calls / transaction processing Availability of large, global pool of trained and knowledgeable staff

16. iCall’s Pride – Flagship Clients, Worldwide iCall Serves Mid-size to F1000: Telecom Giants to Best Financial Institutions iCall’s Pride

17. iCall Summary Partnering for Success Impeccable track record and experience in handling large volumes 65,000 inbound calls / day 30,000 outbound calls/day 1,000’s of mortgage/title files processed per month Millions of dollar transactions processed/month Worldwide clients and support offices Highly skilled talent pool with best practices Robust, scalable and secured technology infrastructure Strong commitment to its customers and employees 5C’s value system, 100% customer retention Financially strong - subsidiary of a multi-billion dollar group

18. iCall’s Mortgage Service Offerings End-to-End Mortgage Loan Processing Data Entry: Basic Loan Details, Track General & Agent List, Third Party Information, Step by Step Loan Progress Pre-Qualification: Manual PreQual & Online Automated PreQual File Validation: Data Accuracy, Completeness of Information, Availability of Appropriate RESPA & State Specific Disclosures, Supporting Documentation Identification Financial Examination: Income & Assets Assessment, DTI & LTV Validation & Adherence to Guidelines e-Underwriting: DU / DO / LP and Other Lender Specific AUS Third Party Orders: VOE, VOD, VOR, VOM & VOL, Appraisal, Title , Insurance, Pay-Offs, Condo Questionnaire & Other File Specific Documents Loan Submission: Online Submission, Fax/e-Mail & FedEx Clearing Conditions: Loan Approval Analysis, Conditions Validations and STIPS Co-ordinations Closing & Funding: Schedule Closing, Drawing Docs, HUD1 Validation, Coordinating Closing & Order Funding Compliance & Post Closing: Compliance Package Preparation, Trailing Docs & Lost Document Recovery.

19. Quality is Job1 @ iCall Mortgage Processing State Specific Statutory and Regulatory Compliance Adherence to Service Level Agreement with Clients Work Flow Accuracy Adherence to Turn Around Time Identification of Training/Re-Training Needs Defining and Maintaining Process to Process Quality Threshold Process Reengineering and Optimization Highest Quality Standards, Faster Turn-Around & On-Time Delivery

20. Engagement Models for Mortgage Processing Per FTE, per Process, per Task… A Model that Suits Your Business Size/Needs Provides economies of scale Convenience Flexible Models Broker & Lender friendly robust options. Robust and scalable Models Engagement Models Delivery Flexible Business Models Onsite Offshore FTE/ Month Fixed + Transaction Per Transaction Joint Ventures

21. Benefits to Brokers, Lenders and Loan Officers Convert your Risk Inherent decision making to “Rules Based” decision Support Processing Stage Transparency Improved accuracy through Built-In Quality Control and Rating Pro-Active Issue Notification Modularized or Selective procedure of End to End Loan Processing for all sort of Mortgage Brokers and Bankers Comprehensive management reports and milestone tracking Expand Your Business, Lower Your Cost, Decrease Your Turn Around Time

22. Title & Settlement Processing Services Order Entry Key Punch Order, Order Title Product and Curative Services, Confirm State and Local Taxes, Generate relevant documents, Send out initial disclosures Title Work Download search documents, Image Import, Review and Grade Title, Commitment, Type Final Policy and Issue Endorsements Closing Preparation Download lender’s package, Secure Payoff demands, Order other documents like HOI, Pre-closing coordination, Fee-sheet preparation, HUD-1 and Final HUD Preparation, Preparing closing package Post Closing Scanning and Digitalization, QC with systematic review as per Audit Sheet, Coordination in recording the Mortgage deed, releases etc. Comprehensive suite of Specialist End to End Title & Settlement Services

23. Title & Settlement Processing Services – Quality Commitment State-wide Compliance Check and Adherence to all RESPA Guidelines 3-Quality Filters to Ensure ERROR – FREE PROCESSING First check while processing Second review before submission of the order by Quality Analyst Final check by Account Manager (Random in case of excess transactions) Service-level Per Client Requirements Highest Accuracy System driven process methodologies Highest quality standards, faster turn around and on-time delivery

24. Engagement Models for Title Processing Flexible Models Aligned to Client Need/Size Benefits of Models Scalable and Flexible Models Multi-location Delivery Integrated Business Continuity Plan Convenience for Title Companies, Attorneys and Underwriters Engagement Models Delivery Flexible Business Models Onsite Offshore FTE/ Month Fixed+ Transaction Per Transaction Joint Ventures

25. Benefits for Title Companies, Attorneys & Underwriters Convert your risk inherent decision making to 'rules based' decision support Processing stage transparency Improved accuracy through built-in quality control and rating Pro-active issue notification Modularized or selective procedure of End to End Title & Settlement processing for all sort of Title Companies & Attorneys Comprehensive management reports and milestone tracking Expand your Business, Lower your Costs & Decrease your turn-around-time

26. iCalls Financial & Accounting Services From General Accounting to Taxation & Transactional to Expert

27. Thank You Contact us for an Evaluation of Your Outsourcing Potential Corporate Headquarters :: iCall India Limited 7 th Floor GNFC Info Tower S G Highway Ahmadabad 380 054 Gujarat – INDIA US Toll Free : 866.434.2255 North America Sales/Support: iCall US LLC Vora Technology Park 101 Knightsbridge Drive Cincinnati, OH 45011 US Toll Free : 866.214.2255 Web: www.icallindia.net Cincinnati Bangalore