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Global Workforce Optimisation for the Back Officeeg operational intelligence®

Elizabeth Gooch | October 2014

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Elizabeth Gooch

Elizabeth GoochActing CEO, eg solutions plc

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• Most complete purpose built Back-Office WFO suite

• Pioneered new and emerging market segment

• Tried, tested and proven solutions – 26 years experience

• International blue chip client base – UK and global Financial Services Companies

• Fixed cost, fixed timescales and guaranteed benefits – 20-40% improvement in productivity while improving the end customer experience

• Strategic partnership and re-seller agreement with Aspect Software

True end-to-end insight and control of the customer experience

About eg solutions plc Introduction

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The Back Office Problem

• Varied, complex and multi-stage processes

• Many input channels

• Variety of new and legacy systems

• High degree of manual interaction despite the investment in technology

• Many locations and varied working patterns

The Requirement: Improve customer service and quality, demonstrate compliance and reduce cost

The Challenge:Managing ‘conflicting’ variables

The Solution:Right people, right skills, right place, right work, right time

Back Office Optimisation

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Back Office Optimisation Back Office Optimisation

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eg operational intelligence® software suite

Real-Time Work Management

• Multi-Channel Transaction Capture• Virtual Queue Creation & Capacity

Planning• Work Prioritisation & Allocation• Intra-process Management• Performance Monitoring• Quality Assurance

Service Delivery• Operations• Quality Assurance

Reporting and Analytics

• Performance Reports (Service;Throughput; Productivity; Skills; Quality)

• Performance Scorecards &Dashboards

• End-to-End Process Analytics• Standard; Personalised and

Diagnostic

Performance Management and Business Improvement• Operations• MI Teams• Process Improvement Teams

Strategic Planning and Forecasting

• Forecasting• Resource Scheduling• What-if Modelling• Activity Based Costing• Holiday Planning• Agent Self Service

Planning & Forecasting• Strategic Planners• Operations• Centralised Planning• Finance• Marketing

Unique Functionality

Back Office Optimisation

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eg has the “most complete purpose built back office optimisation product available”

•Only four key players in Back Office WFO: Verint, Nice, Aspect/eg, Genesys•eg wins deals with product leadership & domain expertise

WFO Industry and Competitive TrendsMarket

Opportunity

40+Over 40 global

brands using eg operational

intelligence®

Largest footprint of successful

deployments with over

100,000 licences sold

throughout the world

$3.4bnAddressable market

projected to grow 20% to $500m by

2018

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Global Workforce Management Drivers

Controlling workforce costs and increasing transparency are key business objectives throughout the world - major consultancies building £50m Workforce Optimisation practices in response to this demand

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Market Opportunity

Increasing Regulation

Increasing requirement for greater transparency in all sectors

Technology + Business Transformation

Customer service provision remains a people intensive business

Improving Economies

Companies remain cost conscious

£Saturated Markets

Retain customers with improved service and increase profitability.

High Growth Markets

Remain competitive and avoid the problems of the past

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Initial IPO June 2005 to develop product and market

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Developed market leading software with unique capability:

“Most complete, purpose built back office optimisation product available” *

Secured blue chip client base of over 40 major UK & Global brands; financial services, outsourcers, utilities & retailers. High client retention rates and referenceability

Pioneered Back Office Workforce Optimisation market; now emerging as a new market with $3bn potential

Secured pilot projects with global customers & global distribution & re-seller partnership with Aspect Software Inc.

Now positioned to exploit this position to achieve growth in revenues and profits

* Donna Fluss, President DMG Consulting – Leading WFM Analyst

Exploiting the potential

Investing for GrowthMarket

OpportunityGrowth

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Transforming our Financial Performance Current Trading & Financials

Financial Year Ending 31 January

2010 2011 2012 2013 2014 2015 FYE

Revenue 4150 5148 4714 4951 4456 7200

Gross Margin % 69.8% 70.8% 73.8% 64.8% 65.1% 65.0%

PBT 99 355 146 (458) (1479) 300

Adj EBITDA 478 899 829 410 (502) 1,200

Adj EBITDA % 12 17 18 8 (11) 17

Acquisition & integration of XTAQ Ltd.

Investment in global customers 2012 - 2014 2014 investment in:

• Aspect• Expanded delivery team• Increased Sales Team & Executive• Changing Revenue Model

Costs will now stabilise + margins improve as we capitalise on the investments made

Investing for Growth