Learn why interactive text messaging provides greater value and improves customer service through low-cost, actionable conversations that are fully-automated.

1. Interactive Mobile Messaging: A Next-Generation Communication Strategy That Works 1

2. Why Interactive Text Messaging Is Critical To Your Organization 2

3. Why Alerts Matter Alerts can serve as the customer’s financial nervous system and touch almost every aspect of banking. Alerts will introduce customers to mobile banking and payments. Financial alerts are conversation-starters with customers. Timely alerts can deputize the customer. Alerts can build customer trust. 3

4. Javelin’s Five-Year Forecast for Financial Alerts 62 Million Online Households Will Receive Alerts by 2014 4

5. Bullish Signs for Mobile Banking Ubiquitous devices. More banks are offering it. Consumers are switching banks for it. 8% of switchers in first quarter! Smartphone frenzy. Affordable data plans. Demand for downloads. Range of products and price points.

6. 2 of 3 Consumers Consider Alerts Useful Usefulness of Alerts to Detect Fraud and Manage Finances 6

7. Most Consumers Want to Share Responsibility for Protecting Their Accounts Consumer Attitudes for Who Bears Primary Responsibility for Account Security 7

8. All Generations View Alerts as Effective Fraud-Fighting Tools Usefulness of Financial Alerts to Prevent Fraud (by Generation) 8

9. What Is Slowing Consumer Adoption Of Mobile Alerts? 9

10. Seven Critical Flaws of Alerts 10 Not useful enough Not woven into everything an FI does Headache to set up and tailor Not timely enough Not actionable enough Poor marketing Not safe enough

11. Early-Stage Volatility: Preferences for Alerts Shift Over Time Most Valuable E-Mail or Text Alerts (2007-2009) 11 Consumer ratings for four alerts plunged 8-16 percentage points from 2008.

12. Hispanics and Asians are Growth Segments; Multilingual Programs Help Remove Barriers to Entry 12 90% 85% 80% 1960 70% 67% 2005 2050 60% 50% 47% 40% 29% 30% 20% 14% 13% 13% 11% 9% 10% 5% 4% 1% 0% White Hispanic African - American Asian © 2010 Javelin Strategy & Research U.S. Demographic Projections Pew Research Center – U.S. Population Projections 2005 – 2050 February 2008

13. How to Identify Which Mobile Alerts Can Add Customer Value And Reduce Costs 13

14. Consumers Desire to be Contacted Through Various Channels 14

15. Six Segments That Show Significantly Higher Use of Alerts Usage of Alerts in Previous 30 days (By Market Segments) 15 iPhone users are pace-setters – once again.

18. How To Incorporate Interactive Text Messaging Into A Multi-Channel Communications Strategy 18

19. Customer-Driven Architecture Will Define the Future of Interactive Finance Customer Experience and Business Impact (From collective analysis of Javelin’s 265,000 proprietary industry research of consumers, merchants, FIs, vendors) © 2010 Javelin Strategy & Research

20. Two-Way Interactive Alerts Allow Customers to Participate in Fraud Prevention 20

21. Priority No. 1: Identify Alerts That Matter Most To Consumers And Financial Institutions Javelin Method for Prioritizing Alerts 21 Target alerts that will score highly for both parties.

22. Priority No. 2: Minimize The Need To Set Or Tailor Alerts At An Intimidating Online Control Panel Four ways to improve: Default consumers into alerts. Recommend “starter bundles.” Enable customers to set alerts on the fly. Experiment with predictive analytics. 22

23. SoundBite CommunicationsInteractive Mobile Messaging Alan Berrey July 21, 2010

24. Breaking Through the Noise 24 direct mail text messaging email social media voice To get desired results, communications must be... Relevant Personal Timely Interactive

25. Interactive Mobile Messaging “Interactive Mobile Messaging” is a set of mobile features that are available on SoundBite’s Engage Platform. Based on intelligent rules-based processing, the features include automated mobile conversations, via voice, text, email, or a combination thereof. More than one-way mobile alerts Sufficient detail and adequate response alternatives Clear call to action Support for mobile originated conversations Channel blending and escalation 25

26. Corporate Benefits Consumer Benefits Cost Savings Reduced operations and telephony costs Reduced Agent time/cost (multi-tasking) Service Improvement Fewer dropped calls due to hold times Expanded options for customers Preferred Channel Convenience/Productivity No waiting on hold Privacy Reduced redundancy Control No feeling of being stuck on the phone Consumer controls the pace of the conversation 26 Benefits of Interactive Text Messaging

27. About SoundBite Communications

29. Headquarters: Bedford, MA

30. NASDAQ Ticker: SDBT

31. 2009 Revenue: $40M

33. 200+clients, including ~50 Fortune 500 B2Cs

34. Valued set of business partners

35. Emerging global position

36. 2B+ messages annually

37. 10 Years providing PCC

38. ~200 R&D man years

39. Domain expertise: verticals, channels, and customer lifecycle applications

40. Flexible, on-demand platform

41. Extensive patent portfolio

42. Intelligent, interactive, multi-channel communications

43. SAS70 Type II & PCI Level 1 compliant

44. Publicly traded (NASDAQ: SDBT)

45. $40M+ TTM revenue establishes SDBT as a market leader

46. Strong cash position

47. No debt

48. Free-to-end-user text messaging

49. Preference Management

50. Interactive mobile

51. Contact Center Text Messaging Solution

52. First with integrated AVM, text, predictive, and email

54. SoundBite Engage Platform ClientData Contact Center Business Applications Functional / Business Unit Clients FTP Automation Agent Portal Web Services API Client Web Interface Enterprise Management SoundBite Engage™ Platform Contact and Preference Management Campaign StrategyManager Campaign and Contact Center Management Analyticsand Reporting Security and Compliance Dialog Engine Voice Text Email 31 Consumers

55. Interactive Mobile Messaging Empowers your organization to communicate with consumers over a preferred communications channel using their mobile devices Leverages two features unique to SoundBite Multi-Channel Communications Platform SoundBite Dialog Engine SoundBite Agent Text Portal 32 Dialog Engine Agent Text Portal Consumer

56. Interactive Mobile Messaging Solutions with SoundBite Engage ™

57. 34 Communications Across the Customer Lifecycle Sales & Marketing Collections & Risk Mgmt Customer Lifecycle Customer Care Payments

58. Banking Example: Proactive Payment 35 Your Bank National account is almost due.(acct# ending 3333) For payment options reply PAY. Questions reply HELP or call 888-000-0000.To end alerts reply STOP Customer Dialog Engine PAY Bank National: Balance $723.44.Minimum pmt $42.18.You can pay from debit acct#_7372. Pay entire balance or make minimum payment. Reply PAYALL, or PAYMIN PAYMIN Bank National: Please confirm you want to make a payment of $42.18 using debit acct#_7372. To confirm and make payment reply CONFIRM. To cancel reply CANCEL CONFIRM Bank National: Thank you, your payment of $42.18 has been processed. Confirmation #88128. For more text message options reply MENU

59. Banking Example 2: Agent Support Free Msg: Welcome to First National! Did you know customer support can be reached by text message? For options, or to send a text msg to a live agent, reply MENU Customer Dialog Engine 36 MENU First Nat’l:You can get info about your acct, service, billing, and more. Reply PHONE, SERV,or BILL. Or to send text to an agent reply AGENT plus your question AGENT how do I change my payment due date to the 15th of each month First Nat’l has received your message. An agent will reply shortly. For more text options reply MORE Agent Text Portal This is Jen from First Nat’l, I am happy to change your payment due date …

60. Mobile Originated Conversation A printed piece or web site says,“For support text SUPPORT to 77053” Customer Dialog Engine 37 SUPPORT Welcome to First National Bank Support. To check your balance at any time reply BALANCE. To sign up for new product alerts reply ALERT ALERT … Agent Text Portal … …

61. Multi-Channel Blending 38 “Press 1 to hear your balance due now…” “Your account balance is $795.62. To speak with a representative, press 1…” 1 Free msg: Balance due: $795.62 To pay, send reply code “PAY” or call 1-800-123-1234 “Press 2 to receive a text message…” Your e-payment of $795.62 has been credited to your account. Thanks! 2 e-bill Center “Press 3 to receive an e-bill balance-due alert…” Online Billing Alert Account Number: ********23Amount due: $795.62View and pay bill Enter Online ID to view and pay bill: 3

64. Javelin provides superior direction on key facts and forces that materially determine the success of customer-facing financial services, payments and security initiatives. Our advantages are rigorous process, independent position, and expert people. For questions regarding access to Javelin research please contact: inquiry@javelinstrategy.com © 2010 Javelin Strategy & Research. All rights reserved. This data was provided to accompany a report which was licensed for use by the original subscribing client only. The data and report is protected by copyright and other intellectual property laws. Licensors may display or print the content for their use only, and may not sell, publish, distribute, re-transmit or otherwise provide access to the content of this report without permission. Thank You 41