EZCORP is a leader in delivering easy cash solutions to consumers across channels, products, services and markets, with approximately

7,300 team members and approximately 1,400 locations and branches. The company provides short-term cash solutions through

both collateralized and non-collateralized loans for a large market segment-consumers who, for a variety of reasons, find themselves

without the cash or credit to resolv e their current financial needs. EZCORP operates in the United States, Canada, and Mexico. The

National Solutions Center is a first-party customer solution center whose mission it is to work with consumers to resolv e delinquent

loans with EZCORP.

The Center was looking for a replacement for its existing dialing technology, with a focus on improv ing efficiency and serv ice.

Bruce Hale, Dialer Manager, explains, “We were looking to replace our older system with a more robust solution that that offered

enhanced technology to increase opportunities for Right Party Contact, and which also gave us the ability to not only listen to calls,

but to complete Quality Assurance scorecards on the same platform.

“We were familiar with Noble Systems through our existing relationship, based on their

acquisition of TouchStar, but we also looked at systems from a number of other v endors.

We found the best fit in the functionality of the Noble Enterprise platform and the range of

products which they offer. During our due diligence period, Noble announced the integration

of best time to call analytics into their solution set, and that added value made the decision

v ery easy.”

EZCorp is making the most of Noble’s mix-and-match unified communications and analytics

offerings, building a platform that is tailored to its business needs, while adding new features

as those requirements change. To support the Center’s first-party collections and customer

serv ice activ ities, the group uses Noble’s UC platform of outbound dialing and inbound

blending. The Composer designer allows the group to create sophisticated agent desktops

for web-based environments, and to integrate with its collections software to streamline the

agent workflow and prov ide screen pops and access to consumer records to reduce call

handle times. The Noble IVR and Text to Speech tools support outbound messaging and

inbound self-service programs, further increasing efficiencies by utilizing liv e agent resources

more effectiv ely.

The combination of Noble’s Recorder and QA Scorecard tools allow EZCorp to improve

customer service. The group can record agent voice and screens, and manage customer-side

recordings to meet guidelines for customer consent. The QA team can playback recordings and

use the Scorecards to ev aluate agent performance. The QA functions are further enhanced

with Noble’s Interaction Analytics offering*, which allows the Center to analyze a high-volume

of recordings much more quickly, without tying up v aluable supervisor time. Together, the

results of the scorecards and the automated analysis provide EZCorp with valuable feedback

that helps them identify where processes can be modified and where additional training is

required, to improv e results and to prov ide a better ov erall customer experience.

FIN AN CIAL SER VICES

SUCCESS STORY

Summary: EZCorp, a leading prov ider of

short-term cash solutions for

consumers, was looking for a

contact center technology

partner to help its customer

solution center improv e

productivity and service levels.

They found the right fi t with

the unified Noble® Enterprise

communications and analytics

platform from Noble Systems

Industry | Financial Serv ices Applications | Collections,

Student Loan Services Solutions | Enterprise Solution,

Outbound Predictive & Prev iew Dialing, Inbound Blending, IVR with Text to Speech, Call Recording and Quality Assurance, Data

Analytics and Best Time to Call, Interaction Analytics, Web-based Agent Desktop and Workflow

Builder, Real-time Management & Reporting, Remote & Mobile Management, Data Redundancy, Collections Software Integration,

TCPA Compliance

Stations | 380

SUCCESS STORY

The use of CallTech for best-time-to-call decisions has become a critical part of EZCorp’s strategy building processes. The system

prov ides key intelligence by analyzing past activities and results in order to predict future behavior, so that the group can

contact the right consumer at the right time to not only get a right-party contact (RPC), but also to have a better chance of

getting the desired result from the call.

The Noble platform includes a powerful management toolset with the Maestro, Harmony and Reports portals. With real-time

dashboards and control panels, and customizable views, managers have quick access to monitor agent activities, queues and

serv ice status, and center resources. Reporting tools provide detailed information on performance and results that help managers

make informed decisions. The web-based access to Harmony and Reports allows managers to access business-critical information

from v irtually anywhere using a range of internet dev ices, whether they are on the center floor or away from the office.

Noble offers EZCorp a full suite of compliance-ready solutions, so the organization can stay on top of regulatory requirements,

from maintaining DNC lists to managing calling windows, abandon rates, data privacy, PCI certification, and more. The Noble

TCPA Compliance Solution provides patented technologies for complying with wireless dialing and consent rules, helping the

company av oid costly fines.

EZCorp has seen a number of benefits from implementing the Noble Enterprise solution.

Hale is most excited about the performance of the analytics products, reaffirming

the company’s selection of Noble’s unified technology platform. “We hav e had

significant improv ement in RPC rates with CallTech. Our daily av erage is a 15-20%

improv ement, but there have been days when we hav e seen up to a 70% increase in

RPCs year-ov er-year! As a result, our Completes have increased by an average of 8%+.

“The Interaction Analytics tools have also prov en to be extremely beneficial. We have

fewer Compliance infractions, as a result of focused queries that show us where we need to

prov ide agent coaching for adherence to scripts and best practices,” observ es Hale. With

the use of analytics intelligence, EZCorp has achiev ed some impressiv e results, including:

• 91% improvement in the accuracy of compliance results

• 160% increase in thepercentage of weekly compliance results that are reviewed

• 81% decrease in compliance issues after focusing calibration, training, and coaching

• 15% increase in overall, call center-wide QA scores

The group also benefits from Noble’s 26+ years of experience in the customer contact business,

and its commitment to client serv ice. “We had some challenges during implementation, as

we were working with some more technical requirements,” Hale says. “But throughout the

process, the passion and determination from all Noble team members proved tremendously

successful. Ov er the years, I have come to know many of their team members, up to and

including the executive group, and every person on the team demonstrates a high level of

knowledge and professionalism.”

*Noble Int er act ion Analyt ics and RTSA is Power ed by Nexidia® Int er act ion Analyt ics, m anufact ured

under license fr om the Geor gia Tech Resear ch Cor por at ion, U.S.A. Pat ent Pending.

“ Noble’s integrated platform

offered the best fi t for our business

needs. CallTech has given us

signi ficant improvement in

RPCs, with a daily average in

the 15-20% range, but with

results as high as 70% increase

year-over-year! As a result,

Completes have increased by

an average of 8%+. And with

the Interaction Analytics tools,

we have fewer Compliance

infractions through better agent

coaching. As a partner, the

entire Noble team demonstrates

a high level of knowledge

and professionalism. ”

Bruce Hale

Dialer Manager

ABOUT NOBLE SYSTEMS CORPORATION Noble Syst ems Corporat ion is a global leader in cont act cent er t echnology solut ions, providing innovat ive

product s s ince 1989 for U nified Communications, Bus iness Process Management and Analyt ics . Tens of t housands

of agent s at 4,000+ client inst allations w orldwide conduct bus iness us ing t he aw ard-w inning Noble plat form for

inbound/out bound/blended communicat ions. The scalable, int egrat ed Noble solut ions for premise, cloud and hybrid environment s include advanced ACD, predict ive dialing, blended process ing, recording and monit oring,

I VR, messaging, int eract ion analyt ics , decis ioning and w orkforce management . Call 1.888.8.NOBLE.8 or vis it Noble Syst ems online at w w w .noblesyst ems.com.

Copyright © 2015 Noble Systems Corporation. All r ights reserved. No part of this document may be reproduced in any form or by any means without wr itten permission from Noble Systems Corporation. Noble Systems, Noble, the n-logo, Amcat, Liberation and ShiftTrack are registered trademarks of Noble Systems Corporation. All others are property of their respective owners. While every precaution

has been taken to ensure the accuracy of the information contained in this document, Noble Systems Corporation assumes no responsibility for inadvertent errors or omissions. The information

contained in this document is subject to change without notice. Solutions and Services descr ibed above are representative; a mutually-executed agreement will contain the specif ic functionality

Americ as: + 1 404 851 1331 ~ 1 888 866 2538

APAC (AUS): + 61 2 8222 0500

EMEA (UK): + 44 0 161 772 7100

www.noblesystems.com

and services to be provided. 9.2015