Our Vision. Innovative Solutions for Premier Interactions. : : 2013 Toptel USA, LLC Confidential and Proprietary. : : 5

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2 Our Vision To Be The Best In Class Premier provider of customer service management solutions, dedicated to client satisfaction and exceeding customer service excellence Innovative Solutions for Premier Interactions : : 2013 Toptel USA, LLC Confidential and Proprietary. : : 5

3 Our Business Development Team Jerome Edmondson Veteran with 20 Years Public/Private Sector Business Development and Capacity Building. U.S. Department of Commerce, MBDA Entrepreneur and Advocate of the Yea r White House Candidate for U.S. Small Business Administration Region IV Regional Administrator President & CEO, TopTel USA & Premier Contact Centers of Mexico Alena Edmondson- 18 years Business Development, Consulting and Training specializing in organizational planning and business plan development. Executive Life Coach with 10 years experience in the personal development industry. Lead Trainer, TopTel USA & Premier Contact Centers of Mexico Roy Vander Putten 50 years of Private Equity Investing & Small Business Funding. Former CEO of Aetna Insurance. Board Chair, Private Equity Partner Daniel Santos 14 years Global Contact Center Ownership & Software Design Ernst & Young Entrepreneur of Year Mexico, One of Mexico s Premier Government BPO. President and CEO, TopTel Mexico & Partner James McGriff- 20 years Managing large and enterprise level projects with implementation of Business Analytics, Mobile Application/Software Development, Cloud and Advisory Services. Owner PSL, an innovative software engineering firm. Chief Technology Officer, CTO William Edmondson BA Business Management/Hospitality Travel & Tourism. 7 years experience in Hospitality Industry with medium to large scale hotels, meeting and exceeding customer service goals. VP Operations, Customer Care

4 Our Premier Capabilities TopTel USA s solutions will consist of (1) inbound interactions, (2) Outbound interactions, (3) Business Process Outsourcing and (4) Automated Solutions Inbound Interactions - Customer Service Support - Technical Support - Help Desk - ACD - Call Processing Services - Up Selling and Cross Selling Outbound Interactions - Data Collections/Surveys - Information Capture Call Tracking - Lead Qualifications - Data Verifications - Retention Programs - Automated Messaging Business Process Outsourcing - Data Collections/Survey - Information Capture Call Tracking - Lead Qualifications - Data Verifications - Retention Programs - Automated Messaging Automated Solutions - Automated Messaging - Interactive Voice Response - Response Management - Social Media

5 Our Capabilities Customer Experience Management Business Transform Services (Consulting) Hosted Contact Center Services Outsourcing Solutions --- In-depth view of the customer experience Greatly increased ability to manage experiences across the customer lifecycle Hosted Contact Center services, quality assurance, workforce management, CTI, Disaster Recovery, IVR, Predictive Dialer, Knowledge Management --- Meaningful insights to identify actionable operational improvements and cost reduction opportunities Quality management services, training, process improvement consulting, workforce management, assessment, launch, site selection and build services, human resources services, risk management, fraud prevention --- Flawless customer communications delivery Efficient, scalability and operational excellence Data Analytics, Optin, Automated Outbound, Speech Analytics, Disposition Management, Test Lab, Data Warehouse & Centralized Reporting, Direct Mail, Marketing Alignment, List Management --- Operational partnerships that reduce costs while improving the customer experience Full-service customer outsourcing solution partners with over 30 years of public & private sector contact center experience. Over 5,000 workstation scalable growth

6 TopTel Back Office/Offline Support Capabilities Our team has experience in a diverse portfolio of Offline Support projects to manage several of the customer service system fallout/errors that negatively impacted customer base retention. Customer Address Verification: Processing returned mail/update customer account with remittance slips/ redirect mail e.g. misdirected check payments National Offline Line Support Credit research and approval process for credit escalations IVR fall out eg. Failed IVR signature on service contracts AOL Authorization of liability Mobility plan feature fall-out resulting in pay per user rates to the customer Reapply/ correct appropriate insurance plan feature on customer s account Manage customer retention strategy

7 TopTel USA IT & Security Standards 8x8 Cloud-base contact center technology Remote agent Monitoring Production Analysis & Reporting 100% Call Recording CCTV Camera system Complete systems with cameras and monitors, Internet enabled and can be viewed via 3G enable cell phones Steel Cloud Backup Best online backup with FULL SYSTEM RECOVERY. Disaster Recovery Solutions. Access Control Systems Provide restricted building or room access to authorized employees or personnel Business Benefits Increases customer satisfaction & loyalty through proactive customer service Convenience, consistency across multiple channels of interaction Improves Contact Center operational metrics Drives competitive differentiation through value-added services Drives higher agent productivity & reduces costs Improves employee satisfaction Site redundancy for disaster recovery Best customer experience in a safe, secure and compliant environment

8 Virtual Contact Center 8

9 Virtual Contact Center

10 8x8 Virtual Contact Center PS TN Redundant Server Distribution Switches Server Infrastructure Stack NETGEAR : ProSAFE 48 Port Gigabit Cables Smart Switch NETGEAR : ProSAFE 48 Port Gigabit Smart Switch Agent Dashboard Instant Messaging VOIP/Soft Phones Agent VOIP phone Business User Call Center Agent/Supervisors

11 TopTelUSA Global infrastructure, call overflow to toptelmx. Also HA/DR between USA & MX. TopTelUSA HQ HA Contact Center Systems TopTelMX HQ

12 Total 2,350 1,450 Our Current Footprint Atlanta (200 wks.) Mexico City (1,500 wks) Cancun (250 wks) Monterey Nuevo Leon (400 wks.). Geography US TopTel USA Production Capacity Site Location Production Capacity Seats Available Seat Capacity Dunwoody, GA (New HQ) MX Monterrey, MX MX Mexico City, MX Cancun, MX MX (New)

13 Toptel USA Premier Contact Centers Dunwoody, GA Seating Capacity: 200 Seats Utilized: 50 Significant Industry Experience Telecom Healthcare Travel & Hospitality Call Types: Inbound and Outbound B2B telemarketing Customer Care Sales & Marketing Winback Customer Retention Collections Customer Billing & Tech Support Innovative Solutions for Premier Interactions

14 Why Dunwoody? Smart City Home to over 2300 businesses with a proven variety of awardwinning corporations, restaurants, malls, and retail stores Smart Education Dunwoody Schools are some of the top rated schools in the state Smart History Dunwoody retains its reputation as a historic city with settlers dating back from the 1800s Smart Neighborhoods Strong and ever strengthening local business community for people to be able to work, play and live.

15 Dunwoody Labor Pool Workers who live and work in Dunwoody: 4,943 (22.4%) Population in 2012: 47,224 - (100% urban, 0% rural). Population change since 2000: +43.9% For population 25 years and over in Dunwoody: High school or higher: 95.2% Bachelor's degree or higher: 66.5% Graduate or professional degree: 24.7% Unemployed: 7.3% Mean travel time to work (commute): 21.8 minutes White alone - 29,655 (65.2%) Asian alone - 5,874 (12.9%) Black alone - 4,727 (10.4%) Hispanic - 4,398 (9.7%) Two or more races (1.5%) Other race alone - 80 (0.2%) American Indian alone - 56 (0.1%) Colleges/universities with over 2000 students nearest to Dunwoody: The Art Institute of Atlanta Shorter College-Professional Studies Emory University Life University Southern Polytechnic State University DeVry University-Georgia Chattahoochee Technical College

16 TopTel USA Premier Contact Centers Monterrey, Mexico Seating Capacity: 400 Seats Utilized: 150 Significant Industry Experience Telecom Travel & Hospitality Financial Services Education Utilities Call Types: Inbound and Outbound B2B telemarketing Customer Service for Pre-Paid Calling Assistance to foreigners about incomes, transit and permanent departures Customer Care Sales for service providers Reservations Winback Customer Retention Innovative Solutions for Premier Interactions

17 Why Monterrey? 2 ND city in Mexico with a high literacy rate where the education level reaches the master s degree, with graduates from some of the best universities in country. Unemployment rate is one of the lowest in the country due to the fact that Monterrey hosts many U.S companies Strong workforce productivity Local English speaking individuals have a big presence in Monterrey due to the location being 169 miles from the U.S. boarder. 100% 80% 60% 40% 20% 0% POPULATION 4,199,292 15% 4.59% Total 98% 45%

18 TopTel USA Premier Contact Centers Mexico City, Mexico Seating Capacity: 1500 Seats Utilized: 700 Significant Industry Experience Government Services Healthcare Financial Services Telecom Call Types: Inbound and outbound Dispatching Services National Employment Services Secretary of Labor Passport process and renewal All 52 US Mexican Consulates Customer retention Innovative Solutions for Premier Interactions

19 Why Mexico City? 1 st city in Mexico where citizens are highly educated and have a major or master s degree from some of the best universities in country. Low Unemployment Employee productivity is an important asset in the city of Mexico, where the work ethic is a very important force. Most jobs require proficiency in English and it is a requirement in formal education. 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% POPULATION 8,851,080 10% 5.26% 98% 39% Total

20 TopTel USA Premier Contact Centers Cancun, Mexico Seating Capacity: 250 Seats Utilized: 0 Significant Industry Experience Utilities Retail Financial Services Travel & Hospitality Health Care Call Types: Inbound and outbound Customer Service Customer Care Sales Reservations Winback Customer Retention Billing &Tech

21 Why TopTel USA? Operational Excellence Industry Leading Quality Global Delivery Model Flexible Engagement Models Trusted by the world s leading brands Robust governance process Deep domain expertise. Drives C-Sat, sales, and compliance Leverages the value of the call center Consistent across all global locations. Consistency anywhere in the world Options for onshore, near-shore, offshore Multi-location integration. Risk management for operation in a rapidly changing environment Classic agreements; Leverage carve out; Enabling Technology State-of-the-art infrastructure Highly redundant and responsive Services Any time, Any place, Any process. MBE Certified Near shore Capabilities Innovative Solutions Strategic Business Development Strategic Locations Safe, Secure Infastructure