PRECISION MAKES THE DIFFERENCE. Company Briefing

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1 PRECISION MAKES THE DIFFERENCE Company Briefing 1

2 WE MAKE A DIFFERENCE 2

3 WE MAKE A DIFFERENCE DATA 2017 Started in 1999, Unisono has grown to be the largest privately held contact center business in Spain and has expanded internationally with services in English, Spanish as well as other languages. Madrid Barcelona Valencia Vigo Gijón SPAIN UK COLOMBIA CHILE + 6,800 Employees + 5,400 Seats + 85 clients 17 sites More than 18 years as a reference in the Contact Center industry Turnover of $134M in 2017 Excellent reputation among our clients and competitors Diversified and high value Client Portfolio International Presence (UK, Spain, Chile, and Colombia) Diversification of activities Market recognition as pioneers in technology and innovation 3

RECONOCIMIENTO Premios y menciones PRECISION MAKES THE DIFFERENCE 2017 2016 2018 Best Customer Service and Support Agent. Fortius.

the CRC Gold Awards. Best outsourcer of BPO service (DANONE) in CRC Gold Awards Best Contact Center Platinum Awards 2016 in the Best Contact Center category.

We have become the pioneer company in Spain and Europe on using it for all this purposes. Best CRC Gold of the year. NESPRESO.

4 RECONOCIMIENTO Premios y menciones PRECISION MAKES THE DIFFERENCE Best Customer Service and Support Agent. Fortius. Best CEO Entrepreneur in the Business Services Industry to María De Pino Velázquez (Chairwoman of Unisono Group) within the European CEO Awards Best Outsourcer in Retention and Loyalty (IBERDROLA) in the CRC Gold Awards. Best outsourcer of BPO service (DANONE) in CRC Gold Awards Best Contact Center Platinum Awards 2016 in the Best Contact Center category. Verint Award for our successful implementation of the Workforce Management tool in the billing and payroll system, in addition to task forecasting and scheduling. We have become the pioneer company in Spain and Europe on using it for all this purposes. Best CRC Gold of the year. NESPRESO. CRC Gold Awards Best Customer service B2C telephone channel (<2 million interactions). NESPRESO. CRC Gold Awards. Best customer service online channel. NESPRESSO. CRC Gold Award Best Customer service B2C telephone channel (>2 million interactions). IBERDROLA. CRC Gold Awards. Best Customer service B2B telephone channel. SANTANDER. CRC Gold Awards Best sales service telephone channel. EDP. CRC Gold Awards Best Outsourcer Inbound Sales Operations (IBERDROLA). Gold CRC National Champion (Spain) in The European Business Awards , Customer Focus category. Best Agent of the Year. Fortius. Emergencies & Complaints Best supplier. Gas Natural Fenosa Awards. Best Customer Care Service. 3M Excellence Fidelization Awards. Best Customer Experience in Fashion, Cortefiel Group. Contact Center Awards. Best Customer Experience in Foodservice, McDonald s. Contact Center Awards. Included in the ranking of the 100 best companies to work in Spain, by Actualidad Económica, the Spanish financial magazine. Global Outsourcing 100. IAOP Best CRC Gold of the year. NESPRESSO. CRC Gold Awards Best Customer service B2C telephone channel (<2 million interactions). NESPRESSO. CRC Gold Awards. Best sales service telephone channel. IBERDROLA. CRC Gold Awards Best Customer Experience Project in Contact Center. IBERDROLA. CRC Gold Awards Best Customer service B2C telephone channel (>2 million interactions). SANTANDER. CRC Gold Awards. Best Customer service B2B telephone channel. EDP. CRC Gold Awards 4

5 Our greatest achievement Net Satisfaction Index 2017 INS 85% Net Promoter Score NPS 69% CUSTOMER EFFORT CES 56% 5

SITES With capabilities of providing services to our US customers with onshore, nearshore, and off-shore

based on customer needs UK Scotland-UK Glenbervie Business Centre, Ramoyle House, Larbert FK5 4RB Colombia Bogotá

Romualdo Nº26, 28037 Av de Manoteras 46, 3ª, A y D 28050 Barcelona C/ Tarragona Nº161, 08014 Gijón C/ San Luís

6 SITES With capabilities of providing services to our US customers with onshore, nearshore, and off-shore capabilities in English and Spanish as well as other languages, we can also expand capacity in specific geographies based on customer needs UK Scotland-UK Glenbervie Business Centre, Ramoyle House, Larbert FK5 4RB Colombia Bogotá C/ 100, Nº13 21 Piso 9, Edificio Megatower C/ 127 nº 7-47, Edificio Fix, Bogotá C/ 72, Bogotá C/ 72, Bogotá Chile Santiago de Chile Av. Apoquindo 4775, Comuna las Condes SPAIN Madrid C/ Doctor Zamenhof Nº22, C/ Emilio Muñoz Nº9, C/ San Romualdo Nº26, Av de Manoteras 46, 3ª, A y D Barcelona C/ Tarragona Nº161, Gijón C/ San Luís Nº21, Avda. Campones 75, Vigo Av. Gran Vía Nº104, Av. Gran Vía Nº110, C/ Valencia 22, Valencia C/ La Safor Nº10, Seats in Unisono sites 5,314 Seats at client sites..165 Total Seats

CONTACT Miguel Villaescusa Director Comercial y Marketing Tel. +34 91 196 29 16 // 670 055 259 mvillaescusam@grupounisono.es María Sola Directora de Fidelización Tel.

es ESPAÑA Doctor Zamenhof, 22, 28027 Madrid Emilio Muñoz, 9, 28037 Madrid San Romualdo, 26,28037 Madrid Av de Manoteras 46, Planta 3ª, 28050, Madrid San Luis, 21, 33205 Gijón San Dindurra, 30, 33205,

7 CONTACT Miguel Villaescusa Director Comercial y Marketing Tel // mvillaescusam@grupounisono.es María Sola Directora de Fidelización Tel // msolal@grupounisono.es Rocío García Directora de Desarrollo de Negocio Tel // rgarciab@unisono.es ESPAÑA Doctor Zamenhof, 22, Madrid Emilio Muñoz, 9, Madrid San Romualdo, 26,28037 Madrid Av de Manoteras 46, Planta 3ª, 28050, Madrid San Luis, 21, Gijón San Dindurra, 30, 33205, Gijón Blimales, , Gijón Gran Vía, 104, Vigo Gran Vía, 110, Vigo Rúa Valencia, 22, Vigo La Safor, 10, Valencia Tarragona, 161, Barcelona CHILE Avda. Apoquindo 4775, Comuna Las Condes Santiago de Chile COLOMBIA C/ 100 nº 13-21, Piso 9, Edificio Megatower, Bogotá C/ 127 nº 7-47, Edificio Fix, Bogotá C/72, 13-61, Bogotá C/72, 13-23, Edificio Nueva Granada, Bogotá REINO UNIDO Glenbervie Business Centre, Ramoyle House, Larbert FK5 4RB, Escocia PRECISION MAKES THE DIFFERENCE 7

8 PRECISION MAKES THE DIFFERENCE PRECISION MAKES THE DIFFERENCE 8

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