Eptica's pitch

OLIVIER NJAMFAPresident & CEO95 bis rue de Bellevue92100 Boulogne-Billancourt+33 (0)1 47 12 68 [email protected]

Multi-channel, Multi-language Web Customer Service

Listen to the voice of your customers:“I want good service whichever channel I contact you through.”

COMPANY PROFILE

• 280 deployments worldwide

Eptica Partners: Capita, Venda, Atos, Capgemini, Business Decision, Sopra, Orange Business Service, Callmedia

Eptica value proposition Increase online conversions:

sales, application form completion

Improve customer experience:accurate, consistent & timely responses

Reduce operational expenditure:optimising the use of online channels and improving agent productivity

The Company• Leading provider of Multi-channel, Multi-language Customer Interaction solutions via Web Self-Service,

Email, Chat, Telephone, Fax, Letter, SMS• 280+ references in 14 countries• 26 languages, including Chinese, Korean and Arabic• Eptica ranked on the Deloitte Technology Fast 500 EMEA for 2007, 2008 and 2009• Gartner recognises Eptica in Magic Quadrant 2010 for Web Customer Service

Funds raised to date: 5M€

Investors : • Credit Agricole Private Equity• XAnge

Revenues : • Projected 4.7 to 5M€ in 2010 • Profitable since 2009.

COMPANY PROFILE

SOLUTION OVERVIEW

Goal: High quality customer service & lowest operating cost

High cost High volume Low control

Migrate calls Improve customer experience

Low cost High control Reduced transaction times Align workflow to business processes Capture customer insight

Online customer service

Phonechannel

Reduce calls

Migrate contact through online

channels

• Web Self-service

• Communities• Email

SOLUTION OVERVIEW

MANY customers using SOCIAL MEDIA and MULTI CHANNEL to be connected to MANY people in the enterprise

COMPETITIVE ANALYSIS: COMPETITORS

Gartner Recognises Eptica in Magic Quadrant 2010 for Web Customer Service

COMPETITIVE ANALYSIS: DIFFERENTIATORS

• Superior, intuitive online customer experience. First Contact Resolution via Eptica Self-service typically exceeds 90%, eg Haven FCR 93%

• Advanced ‘meaning based’ search. Fundamental to customer satisfaction and maximum deflection, eg only 4.8% of Haven self-service users escalate to contact centre

• Email response management specialists. First Contact Resolution via Eptica Email Management more than 90%, eg Virgin 91%

• Sales enhancement through extending customer interaction management into the enterprise, eg Société Générale sales increased by 5%

• Multi-language capability with up to 26 languages managed from one solution. Automatic language detection and routing.

MARKET STRATEGY

S1: SME

<€50M

<250 people

S2 : Large companies

Top 5000

S3

Top 20

Financial

&

Retail

Eptica ExpressEptica Express

Eptica Enterprise SuiteEptica Enterprise Suite

Eptica Enterprise AgentEptica Enterprise Agent

Dedicated Web Site SaaS mode onlySet Up and running within 1 week30K€ over 3 years

Core BusinessSaaS or Licence180K€ over 3 years

Dedicated teamSaaS or Licence1M€ over 3 years

MANAGEMENT TEAM

Paul Barnes - Director of Eptica UK BSc Economics, Cardiff UniversityFounder and Sales & Marketing VP of Fluency Voice Technology, UK leader in Speech Recognition applications 2001-2006Managing Director of Eptica UK since 2007

Laurence Chami – Operations Director France & Southern EuropeCustomer Services Director at Axiom. Created one of the first pan European call-centres in 1991 (120 people)20 years experience in the Customer Relationship Management (CRM)Over 10 years experience as a Sales Director and European Organization ManagerJoined Eptica in May 2010

Dee Roche - European Marketing Director24 years experience leading hi-tech marketing:Head of Marketing, Transversal Corporation, UK leader Web Self-service and natural language knowledgebase search 2003-2007European Marketing Director, Eptica since 2008

Paul Barnes - Director of Eptica UK BSc Economics, Cardiff UniversityFounder and Sales & Marketing VP of Fluency Voice Technology, UK leader in Speech Recognition applications 2001-2006Managing Director of Eptica UK since 2007

Laurence Chami – Operations Director France & Southern EuropeCustomer Services Director at Axiom. Created one of the first pan European call-centres in 1991 (120 people)20 years experience in the Customer Relationship Management (CRM)Over 10 years experience as a Sales Director and European Organization ManagerJoined Eptica in May 2010

Dee Roche - European Marketing Director24 years experience leading hi-tech marketing:Head of Marketing, Transversal Corporation, UK leader Web Self-service and natural language knowledgebase search 2003-2007European Marketing Director, Eptica since 2008

Laurent PEAUCELLE – Customer Support & Hosting Services DirectorCo-founder of EpticaEngineer - ENIC TELECOM LILLE 1Professional Services Consultant at Matranet Inc, California

Pascal DAVOUST – Product & R&D DirectorProduct Line Manager by Alcatel-LucentMajor in Computer Sciences, ENSA Toulouse Master Degree at the McGill University, Advanced Compilers And Parallel Systems Lab in Montreal, QuebecJoined Eptica in March 2010

Ida Peigné - General SecretaryMasters Degree in Foreign Languages and International Business Followed training of a Master Degree in Human Resources ManagementWorked in GermanyHR & Financial controller then General Secretary of Eptica since 2005

Laurent PEAUCELLE – Customer Support & Hosting Services DirectorCo-founder of EpticaEngineer - ENIC TELECOM LILLE 1Professional Services Consultant at Matranet Inc, California

Pascal DAVOUST – Product & R&D DirectorProduct Line Manager by Alcatel-LucentMajor in Computer Sciences, ENSA Toulouse Master Degree at the McGill University, Advanced Compilers And Parallel Systems Lab in Montreal, QuebecJoined Eptica in March 2010

Ida Peigné - General SecretaryMasters Degree in Foreign Languages and International Business Followed training of a Master Degree in Human Resources ManagementWorked in GermanyHR & Financial controller then General Secretary of Eptica since 2005

EXPANSION PLAN

-1000

0

1000

2000

3000

4000

5000

6000

7000

2005 2006 2007 2008 2009 2010 2011

1130

1768

2718

36224211

5000

7000

200500

1000

20402400

2900

4000

-669-182

-837 -823

222500

1500

Revenue Recurrent Revenue EBITDA

Recurrent Rev: x15Rev: +342%