v Hearing the Voice of the Customer, the Employee, and the Market www.nice.com Customer Profile: Telecommunications Website: www.rittercommunications.com Location: Arkansas Business Needs: • Accurate voice of the customer • Customer satisfaction • Employee engagement • Employee satisfaction NICE Solution: • NICE Satmetrix The Impact: • Consistent annual improvements in overall NPS • Gained ability to target and address specific problem areas • Among the top NPS rankings in the telecom industry • Customer satisfaction ratings went from negative to positive • Better product and service customizations • Improved employee engagement “We’re very proud of what we’ve been able to accomplish w it h N I C E S a t m e t r i x . ” – Venice VanWinkle, Director o

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