Bakkt Raises the Bar for Customer Experience The Intelligent Cloud Contact Center Bakkt Case Study Company Profile Bakkt enables consumers and institutions to buy, sell, store, and spend digital assets on a seamless global network. Bakkt receives over 17,000 calls a month at its two contact centers located in Arizona and Georgia. Industry Financial Services Website www.bakkt.com Challenges • Inability to work remotely • Needed better reporting capabilities • Inability to scale with ease Solutions • Inbound • Digital Engagement Chat • Advanced Data Protection • Speech Analytics • Performance Dashboard • Workforce Management • Quality Management • Technical Account Manager Benefits • Improved customer experience by providing customers a choice to be serviced via voice, chat, and

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