Artificial Intelligence and Neural Network solution that matches callers and call centers agents based upon personality attributes.

1. SATMAP Introduction February 2010

2. The Resource Group $250 million in revenues Growing 40% annually 27 locations in 7 countries 6,000 employees Washington, DC based

3. SATMAP neural networks Uses neural networks to identify patterns of success and then matches callers to agents Finds subtle, nonlinear patterns Operates under incomplete or noisy information Continually adapts to changing agents, customers, products and environments

4. SATMAP core insights There is diversity of personalities between agents and between customers Optimally aligning personalities makes a big difference in call center performance Personality mapping happens real-time SATMAP chooses both the right agent for a given caller and the right caller for a given agent

5. SATMAP data sources Agent personality data comes from a browser-based 15-minute survey given to agents at the start of their employment Caller personality data is pulled in real-time based on caller ID from SATMAP-sourced databases such as Axciom, Targus, Experian, and others Neural network training sets built on client historical call outcome data (revenue outcome, handle time, customer sat)

6. SATMAP pairing intuitions Extroverts prefer extroverts HNW customers prefer analytical agents In practice, a massively data intensive process to establish personality pairings for both agents and customers based on over 100 different variables

11. Pre-SATMAP Pairing Strategy

12. Agent Data 100+ Demographic Variables Languages Spoken Regional Affinity Driving Habits Gender Purchase Habits Age Range Travel Habits Current Zip Code Previous Zip Code Products in Home Etc… SatMap gets this data from Agent Surveys that are filled out by agents Customer Data 100+ Demographic Variables Household Income Household Size Current Zip Code Previous Zip Code Age Range Type of Auto Viewing Habits Purchase history Products in Home Number of credit cards Etc… SatMap gets this data from external sources such as Axiom, Targus, Experian, and Prizm based on Caller ID SATMAP Pairing Strategy .046 .065 .093

13. Agent Data 100+ Demographic Variables Languages Spoken Regional Affinity Driving Habits Gender Purchase Habits Age Range Travel Habits Current Zip Code Previous Zip Code Products in Home Etc… SatMap gets this data from Agent Surveys that are filled out by agents Customer Data 100+ Demographic Variables Household Income Household Size Current Zip Code Previous Zip Code Age Range Type of Auto Viewing Habits Purchase history Products in Home Number of credit cards Etc… SatMap gets this data from external sources such as Axiom, Targus, Experian, and Prizm based on Caller ID SATMAP Pairing Strategy .046 .065 .093

14. Agent Data 100+ Demographic Variables Languages Spoken Regional Affinity Driving Habits Gender Purchase Habits Age Range Travel Habits Current Zip Code Previous Zip Code Products in Home Etc… SatMap gets this data from Agent Surveys that are filled out by agents Customer Data 100+ Demographic Variables Household Income Household Size Current Zip Code Previous Zip Code Age Range Type of Auto Viewing Habits Purchase history Products in Home Number of credit cards Etc… SatMap gets this data from external sources such as Axiom, Targus, Experian, and Prizm based on Caller ID SATMAP Pairing Strategy .046 .065 .093

15. Agent Data 100+ Demographic Variables Languages Spoken Regional Affinity Driving Habits Gender Purchase Habits Age Range Travel Habits Current Zip Code Previous Zip Code Products in Home Etc… SatMap gets this data from Agent Surveys that are filled out by agents Customer Data 100+ Demographic Variables Household Income Household Size Current Zip Code Previous Zip Code Age Range Type of Auto Viewing Habits Purchase history Products in Home Number of credit cards Etc… SatMap gets this data from external sources such as Axiom, Targus, Experian, and Prizm based on Caller ID SATMAP Pairing Strategy .046 .065 .093

16. SATMAP Pairing Strategy Revenue 0 50 100 Cost Reduction Customer Satisfaction 0 50 100 0 50 100

17. Increased Revenue, Decreased Handle Time, Increased Customer Satisfaction SATMAP Pairing Strategy

18. SATMAP Call Outcome Data Revenue Call Handle Time Customer Satisfaction Agent Psychographic / Demographic Survey Customer Supplied Information (Optional) Real-Time Management Control Reporting TRG Supplied Customer Information PBX/ACD Integration Methodology

19. www.satmaptrg.com