EasyMeeting Video Contact Center Solution

2. 2 Feedback Italia s.r.l. Since 2000 we design and develop products and services with maximum level of technology for highly secure communication over IP protocol

3. 3 Video Contact Centers • As a web-based easymeeting application, it allows audio and video communication between two remote users using a standard browser. • Our goal is to put in touch a Video Contact Center with remote users. Being simple, fast andflexible, it represents a whole new way to communicate with your Customers: the service can be delivered everywhere, independently of the user’s location. • Video contact centers represents a great solution for: • Pre-sales contact • After sales support • Customer care • Customer loyalty program • Specialist support

4. 4 A Video Contact Center on your Desktop Conceived as a desktop solution, it represents a great tool to grant an excellent customer service to high profile Clients, especially in the banking and insurance industry. The service can be accessed using a regular PC, a webcam and a microphone: users can engage in a one-to-one session with Staff members and get information, advice and clarifications in real time. We also implement the most sophisticated encryption algorithms available: we keep your session secure and all data encrypted to ensure that your sensitive information cannot be accessed without permission.

5. 5 Our Customized Contact Center Kiosks The solution allows to set up interactive info points, in-store stations and video kiosks. Located in strategic locations, including exhibition halls, branch offices and shopping malls, our video contact center solutions can be accessed in an interactive way, using standard hardware device or customized video kiosks. The consultation service is addressed to a generic audience, in order to presents products and give information: users don’t need to reach onsite experts.

6. 6 Our Info Point Solutions Our interactive Info Points can be located in distant districts, to deliver support and services to the population.

7. 7 Hardware Customizations Each Info Point station can be customized with all needed hardware devices, for e.g.: • Touch-screen monitor • Receiver / speakers • Identity card reader and/or a RFID reader • Digital signature solutions • Electronic payments tools / ATM • Scanner • Printer • Mouse and keyboard

8. 8 How it works Our video contact center sessions are easymeeting™ calls connecting a video operator and a video caller in a one-to-one session and are managed by a server and an Access Call Distribution Mechanism. Whenever a Customer selects to talk to an Operator using a PC or a Kiosk , the system submits a call into the support center: queued calls are processed as soon as the Agent becomes available. Totem 1 PC 1 Totem 2 PC 2 Totem 3 PC 3 Service Center Call waiting n Call waiting i Call waiting 2 Call waiting 1 Operator 4 Operator 1 Operator 2 Operator 3

9. 9 Our Video Contact Centers The Operator can send customized documents, browse the databaseand extract data, analyze data-flow and assist users, improving their browsing experience. Users can get full assistance and clear and direct interaction with the company or institution. This is a great way to maximize customer relationships, enable richer collaboration and improve customer retention, building a tailored customer approach and a great interaction experience for high-profile Customers as well as for the most demanding Clients.

10. Video Contact Center Calls at a glance Users can engage in a one-to-one session from home, using his/her own PC. Thanks to an automatic mechanism, queued calls are processed as soon as the Operator becomes available so that the user can get fast and effective support.

11. Video Contact Center Support at a glance During the session, the Operator can send documents, presentations and extrapolate data to offer the best customer care experience in a safe and reserved way, increasing customer satisfaction and loyalty. Once the session is over, the Operator write a report and store it in the central database, so that a comprehensive view of contact center usage statisticscan be displayed.

12. For more references, pleasevisit www.feedbackitalia.com ASSOCIAZIONI:AIOCC– ALCYON – ANMIL – BIT INFORMATICA / COLDIRETTI LOMBARDIA – CNA - CO.R.FI.LA.C - COOPERATIVA ASSEGNATARI LATTE ARBOREA – FIAS – FMSI – FONDAZIONE GIGI GHIROTTI – SHY – SMS VENICE - UNIONE INDUSTRIALI CUNEO – UNIONE INDUSTRIALI VARESE – WWF FINANCE: ALLEANZA ASSICURAZIONI – ALLIANZ – BANCA POPOLARE DI SVILUPPO – BANCO POPOLARE – BCC CESENA – CASSA RURALE CANTU’ – CONFESERCENTI BRESCIA / EUROCONFIDI – CREDIT AGRICOLE – EQUITALIA CERIT – ERSEL – FEDERAZIONE VENETA BCC – FIS – INFOPOL – ICICI BANK - INTESA SAN PAOLO – MARNIGA ASSICURAZIONE – NORGA – PREVIMODA - RGI – SOCIETE GENERALE – UNICREDIT FORMAZIONE ED UNIVERSITA’: AIM EDUCATIONAL – APOF-IL – DE AGOSTINI SCUOLA – ISTITUTO SUPERIORE MARIO BOELLA – ISTITUTO NOBEL – ISTITUTO ROSSELLINI – LESSICOM – LINK CAMPUS / UNIVERSITY OF MALTA – MEDISERVE – MURGIAFOR – NEWCOM – THE SOCIETY OF DAUGHTERS OF MARY IMMACULATE & COLLABORATORS / DMI - TRASTEC - UNIVERSUS / MURGIAFOR – WELINKGAR GDO: BLOCKBUSTER ITALIA – CAAB – CARPOINT – COOPERATIVA D’ITALIA – DOMEX – DPS GROUP / TRONY – IL GIGANTE – ILCAT – MARAZZI GROUP – MEF – MUSTER E DICKSON – PIMA – SAN MARCO BIOENERGIE – SIEM – SUN – TOMASONI TOPSAIL INDUSTRIA:AGIP – AGOSTINO FERRARI – AIR LIQUIDE – ALCATEL ALENIA SPACE – ANCE PIEMONTE – ASSOPISCINE – AUGE 21 - AVIO – BIESSE – BOSCH – CAMLIN LMTD. – CARLSBERG – CELLI – CHROMAVIS – CNH – COMAU – CONPAK – CONSCOOP – COPAIM – CORPORATE EXPRESS ITALIA – COSIDA – COSTER TECNOLOGIE SPECIALI – CQT – DOPLA – DUFERCO ITALIA HOLDING – ECOLAB – EGEA – ELETTRONICA ROLD – EMOTION CAR CENTER – ENEL – ENI – ENOLGAS – FALCK – EXCEL INDUSTRIES – FABBRICA COSTRUZIONE STAMPI – FERRERO – FGA PART & SERVICES / FIAT ITEMS – FIAT – FONDITAL – FORGIATURA ARESE – FRILVAM – GRANAROLO – GRUPPO FERRERO – GTS GROUP – HERA – HEWLETT PACKARD – HITACHI – HONDA – ICOP – INTENSE – ISTITUTO ITALIANO SALDATURA – INVER – JOBSON – JOHN DEERE – KLOPMAN – KULKARNI POWER TOOLS – LAMBERTI – LINEA PELLE – LISA – LISAP – MARTINELLI GINETTO / MAGITEX – MAZZUCCHELLI – MESTEL – METALWORK – MINARDI F1 TEAM – NOVAMONT – OFFICINE CERUTTI – OFFICINE MECCANICHE PEJRANI – ORMIS – PANARIA INDUSTRIE CERAMICHE – PAREDES – PETRONAS – POOL OVER /VANNI – PROVITALY / GRUPPO BERETTA – RENAULT – SAIPEM – SAIT ABRASIVI – SCHNEIDER ELECTRIC – SETEC – SHELL ITALIA – SIG SIMONAZZI /SIDEL – SINT – SIPA BINDI – SIRTI – SKF – SNAM PROGETTI – SNAM RETE GAS – STONEFLY – T&P – TASSULLO – TECHINT – TECNIMONT – TECNOPRESS – TECTUBI RACCORDI – TEKNOMAC – TEXA – TYCO AHESIVES – UNILEVER – VALAGRO – VILLANOVA – VISCOLUBE – ZANICHELLI AMMINISTRAZIONE PUBBLICA: ARP LAZIO – AUTORITA’ PORTUALE DI TARANTO – COMUNITA’ MONTANA LANGA DELLE VALLI – CORPO PERMANENTE DEI VIGILI DEL FUOCO DI BOLZANO – CONSIGLIO SUPERIORE DELLA MAGISTRATURA – DIPARTIMENTO DI PROTEZIONE CIVILE – DIPARTIMENTO DIGITALIZZAZIONE / INNOVAZIONE TECNOLOGICA – ENPALS – NORDCOM – OSSERVATORIO ASTRONOMICO DI TORINO – POLIZIA DI STATO – POLIZIA POSTALE E DELLE TELECOMUNICAZIONI – PROTEZIONE CIVILE – SITAF – VIGILI DEL FUOCOSANITA’: ASL 20, BAYER HEALTHCARE, BRISTOL MYERS SQUIBB – CASA SOLLIEVO DELLA SOFFERENZA – CENTRO DIAGNOSTICO CERNAIA /CDC – CLINICA CARDIOLOGICA DI PADOVA – COLOPLAST – COVIDIEN – DMG – DR. BATRA’S – FEDERAZIONE MEDICO SPORTIVA ITALIANA – FERRING PHARMACEUTICAL – FIDIA FARMACEUTICI – GERMED PLIVA PHARMA – IDEXX LABORATORIES – INTERNATIONA ACCADEMY OF ENVIRONMENTAL SCIENCES – IZS ISTITUTO ZOOPROFILATTICO SPERIMENTALE – JOHNSON & JOHNSON – KEDRION – LAPAROSCOPIC – NOVARTIS – OSPEDALE MARTINI – PATOLOGI OLTRE FRONTIERA – PROCTER & GAMBLE – SANOFI AVENTIS – SHIRE ITALIA – AAROGYASRI / STAR HEALTH INSURANCE – TENTELMED / TELEMEDICINE TECHNOLOGIES – TOSINVEST – VALEAS – VISUFARMA SERVIZI: ABACO – ACCENTURE – ACI CLUB – ACI INFORMATICA – ACTIVE MANAGEMENT SERVICES – ADP GSI – ADVALSO / OLIVETTI – ALTEA – ARKA SERVICE – ARNIA SERVIZI IMPRESA - ARTGROUP – ASCOM PAVIA – ASCOM VERCELLI – BEVERAGE SERVICES EUROPE – BUFFETTI – CAA CONSORZIO ARTIGIANI AUTORIPARATORI – CALTAQUA – COMELIT – COMMUNICATION CENTRE MULTILINGUE – CONFINDUSTRIA – CONFINDUSTRIA PUGLIA – CONINET – CONSORZIO MARTE – COOPERATIVA IL CIGNO – COOPSERVIZI – CSI PIEMONTE – CURIA MERCATORUM – CUSCUSA – DATASOFT – DATATECNO – DRASS GALEAZZI – DYLOG ITALIA – EDIZIONI SAN PAOLO – ELASIS – ELCO - ELEA – ESSEDI – ESSEGI – EULER HERMES – EUR – EUREKA – EUROCONSULT – EUROINTERIM – EUTELSAT – FAST MICROSYSTEM – FILM AND TELEVISION INSTITUTE OF INDIA – GENERAL TRADING – GFI ITALIA – GONDRAND – GSA / Y3K – HORIZZON INFORMATION TECHNOLOGIES – ICASYSTEMS – IL CIGNO – INAER HELICOPTER ITALIA – INDICOD ECR – INDUCTUS CONSULTING – INGLASS – INTERFONICA – INTERPORTO DI PADOVA – IRPE – LADURNER – LUNA ROSSA – MAGNETTO AUTOMOTIVE – MAP SERVIZI – MARKETING E TELEMATICA SERVICES – MICROCOMS / ERMETE EQUITANI – MISSING LINK TECHNOLOGIES – MULTIMEDIA SYSTEMS – NET4BIZ – NEW PASS /AUTOSTRADE – NORTH EAST SERVICES – OA POINT – OLISISTEM ITQ CONSULTING – OPERA DON GUANELLA - PARADOX – PARCO PALMER – PHYLOS – PL FERRARI HOLDING – POINT SERVICE – PRASCO – PRISMA TECH – PROGETTO ULISSE – RAHUL COMMERCE – RIKO SPORTS - SCUOLA AGRARIA DEL PARCO DI MONZA – SEA SOCIETA’ EDILE APPALTI – SEAT PAGINE GIALLE – SENECA SGM ENGINEERING – SIGMA DISTRIBUZIONE / SIGMATEL – SINERGEST – SIPAL – SISTEMI – SKYLOGIC – SMC ITALIA – SOGEA – SOGEI – SOLE 24 ORE – SPOTORNO CAR – STUDIO AMETE / SERITEL – STUDIO CASA – STUDIO LEGALE GRASSI – STUDIO NOTARILE TASSINARI E DAMOSCELLI – TABACCAI, FEDERAZIONE ITALIANA – TELECOM ITALIA – TELEMEDIA – TERNA – TESTO – TRACE – TREE FINANCE / GABETTI – TREVISO TECNOLOGIA – TRUEBLUE / LINEA MEDICA – UNYONAIR – VECOMP – VR MEDIA – WINFORM – ZEST GROUP GAMING