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Unified Experience Management Genesys Suite (CxM & UC)

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Corporate Background

Genesis 2010

Staff 25+ across Bangalore/Bombay Offices in India, Dubai & Africa

Consulting-2-solution delivery, around Interaction Management & Unified Communications

Voice / Speech Technologies with voice-biometrics Multi-channel interaction across value-chain Adjunct solutions, to enable clients realise better value Enterprise Application Integration across value-chain solutions Business Intelligence across value-chain as a single-window repository

End-2-end managed-services (premise/hosted) - enable easier penetration Rich IP-suite to back-up value-add solutions in the areas of BPM/CRM/CM/Help-desk etc provided on SaaS platform Vertical solutions

Banks/FI/Insurance Manufacturing / Logistics / Retail Telecom / IT / ITeS

Name-brand clientele served in India/Global markets

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Management Team

Srikanth SESH Founder & CEO

Over 20+ experience in TMT space, 10+ years of entrepreneurial ventures Led various start-2-growth ventures successfully Involved in various funding rounds over $10m for various start-up ventures(recently Jafco Asia-Consilium) Instrumental in setting up Indian operations of Genesys/Greenplum/Premiere Global Services thru a BoT initiative (iSmart Panache) TechSupport, Professional Services, University etc. Instrumental in the BPO-led GTM initiatives of Genesys suite in 2007, spearheading the TDM-2-IP solution transition Involved in introducing rapid-deployment of CC solutions, virtualization & cloud-computing for enterprise rollout of contact-center Led successful GTM of Genesys practice, awarded best-JAPAC partner in 2009 Entrepreneur (4 start-ups), builder (3 M&A/JVs) and change agent (5 turnarounds).

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Execution Group
Seetha Raman Practice Director
Over 15+ years of contact-centre consulting & operations delivery Last 5 years in delivering complex Genesys roll-out in India/global markets Led tech-driven initiatives, to create a unique delivery model (virtualization / cloud computing) Rapid-delivery model, enabling clients to go-live within 30 days Genesys-in-a-box concept for rapid adoption, in Indian markets (Serco/Vertex) Delivered high-end consulting work for AlcaLu/Genesys on various strategic projects/initiatives (Bank Danamon/Bharti Airtel)

Santosh Sundaram Consulting Manager

Over 10+ years of experience in contact-centre solutions deployment, operations management & pre-sales activities Over 4+ years of consulting & solutions delivery for Safaricom, AdityaBirla Minacs, Serco, Vertex, BhartiAXA, Emirates etc. Enabled Bharti-Airtel roll-out to stabilise @ FirstSource (Airoli) Involved in solution consulting, architecture revamp enabling clients to move to a cloud-deployment platform Helped OSCC operations streamlining process, as part of Hosted CC rollout of Genesys

Pintu Pal Technical Manager

Over 8+ years of experience in contact-centre solutions deployment deployment, operations management & pre-sales activities Handled Genesys rollout for Telcos, Banks, FI across South Asia for over 4 years Extensive exposure to apps development & integration process across Genesys & back-end enterprise applications Successfully delivered BI/DW reports for Telcos for Hosted CC environments

Senthil Kumar General Manager

Over 15+ years of experience in various Contact-centre technology roll-out Over 6+ years of Genesys PS exposure, delivering solutions for Telco, BPO, Enterprises across globe Involved in hosted-CC roll-out for Genesys/TATA Consulting & Solution delivery for etc. Heads day-2-day technical roll-out & support for all projects AdityaBirla Minacs, Telefonica, MTN Network, EDF Energy, Emirates

Natarajan General Manager

Over 12+ years of experience in various contact-centre technology roll-out Over 4+ years experience in private-cloud deployment of Genesys, for over 8+ locations of AdityaBirla Minacs (first of its kind in India) Delivered custom-process/solutions based on Genesys & other integrated environ for clientele globally Developed a wide-range of adjunct solutions across Genesys platform for productivity, reporting, business intelligence etc. Delivered transformation projects for Bharti Airtel, consulting & solutions for Banks (Masraf Al-Rayyan, Warba in ME)
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Ensuring Success with Expertise

Business Consulting

Advise

Execute

Professional Services

Complete services portfolio

Technical Support

Support

Educate

Training & Certification

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UC - Our Offering

CONSULT

UC Strategy & Risk Analysis Solution Strategy & Architecture Process Innovation & Solution Planning Pilot Solution Development Implementation Services Product Customization & Configuration System Development & Integration Solution Deployment & Enterprise Integration Support Services Solution Audit Ongoing Maintenance Feature Enhancements Product Upgrade Alert 90 Day Inspection Annual Inspection

Value Proposition

EXECUTE

MANAGE

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End-2-end UIM Offering

Consulting & Process Architecture Unified Interaction Management Solutions
Audit & Re-engineering
Contact Centre Solutions Multi-media Contact Centre
CTI/CTM Enterprise Apps Integration

Implementation, Training & Go-live

Outsourced UIM Operations

Self Service Solutions Advanced Speech

Outbound Voice Agent / Selfassist

Mobility Solutions WFM / WFO Solutions

Reporting & Biz Intelligence Suite

Social Media Applications

Collaboration Applications

Enterprise Applications

Facility Management
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Verticals & Solutions

BPO / ITeS Telecommunications
Expert & experienced team of professional Services consultants and technical support specialists

Multi-channel Apps

Banks /FinServices/ Insurance

Enterprises

Speech Application / Voice Biometrics

Business Analytics

Retail/Hospitality
Value Delivered

Virtualization / Cloud Computing

Intimate understanding of the industry and vertical dynamics to which our customers belong and have deployed industry-specific solutions

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Solutions Approach - Guidelines

Customer expectation
Identify and analyze my business problem RISING EXPECTATIONS Define and Design the solution

Approach
Strategy

Competency
Consulting capability around domain and IPR Business solutioning Capability, Project / Program Management MORE COMPETENCIES

Solution Blueprint Solution Configuring/ Customize

Develop as per my definition

Implementation capability, Ongoing Facility Management

Deploy and get me started

Go live

Training & other services capability

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Solution Approach - Phases

explore design present operate
review
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1. 2. 3.

Define problem with key stakeholders, in-depth interview of customer facing employees at various levels Data assessment, analysis, and financial/operational goals review Initial solutions discovery overview

1. 2. 3. 4.

Deep dive on various solutions Process Map Stakeholder tools and decision definition review Feasibility Assessment

1. 2. 3. 1. 2. 3. 4.
1. 2. 3.

Preparation of presentation to decision makers Playbook and all materials based on existing reviews, decision Collaborate on forming decisions Define project counsel and operating plan Update all material as necessary Develop detailed playbooks as needed Complete engagement
Engage in feedback of engagement Define further refinements as needed Plan further engagements for ongoing enhancements

Delivery Methodology
Value Scoping
Consulting / Domain-led Value Study

Services

Apps Frameworks

Custom Development

Licensed Applications

End-2-End Services

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Value Proposition
Enhanced Quality
Dedicated Quality

Faster Time to Market

Access to Expertise

International Quality Standards Well defined methodology

Global Delivery Model Constant Learning & Innovation

Knowledge Retention
Knowledge Management Program Value Ascendancy

Rapid Team Mobilization

Cross functional Cross technology

Residual Knowledge Retention

Cross-platform teams

Offshore Model
Leveraging Time Difference
Proximity Development Centers Cost Advantage

Intellectual Property
Restricted Access
Network Security Dedicated Infrastructure

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Business Value

Consultative approach

Leverage & Enhance vs.- Rip & Replace Partner in Progress ---- not a vendor

Ability to deploy on large scale keeping in mind business requirements, costs, future needs

First-ever private-cloud rollout Leveraged technology adoption, seamless integration with existing PBX

End-2-End project life cycle management starting from for Pre-Sales consulting to Post-sales BCP & Facility Management End-2-end approach Singular focus on UIM/CEM/UC Genesys & Nuance The Right People , Capabilities & Track Record Market Leadership in Identified Niche Global Player with Proven Strength

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Flexible Delivery Models

Onsite Model
Delivery Location
Customer premises

Remote Model
SmartConnect Campus

Hybrid Model
SmartConnect + Customer Sites

Resource Allocation

Dedicated to Customer

Shared / Dedicated

Shared* / Dedicated

Delivery Processes

Customer Standards (with minor changes*)

ISO 9000: 20000 ISO 27001

ISO 9000:20000 ISO 27001

Combination of delivery models to meet customer requirements

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Genesys Consulting
CASE Studies
Note: Client projects included here pertains to key Management/Delivery team experience in the last 2 years including their respective previous assignments.

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Consulting Portfolio - Roster

Base Products

Technology Strategy

Inbound/Outbound Voice Portal Workforce Management / iWD Multi-media CC (Email/Chat/Cobrowse/Video) Infomart Virtual Hold / LivePerson Routing

TDM-2-SIP Migration Cloud Computing Virtualization Solution-in-a-Box LINUX Rollout Practice Head (1) Consulting Head (3) Project Managers (4) Solutions Architect (8) CIM/SIP 12 ICON/InfoMart 5 GVP 5 iCFD - 2 MCR 2 WFM -1 Apps Integration/SDK 5

Team Roster 25+

Enterprise/Network Multi-channel/PBX Private/Public Networks Business Process

Speech Integration (NUANCE) Multi-PBX Content / KM Enterprise Apps (pan-verticals) Payment Gateways Social-media In-house IP suite across various adjunct offering Deployed over 5k+ installations

Integrations

UNIFY Suite

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Bharti Airtel - #1 Telco India

Genesys Hosted Outbound Operations

First of its rollout of hosted-CC initiative (FirstSource/Aegis) Involved in Operations Analysis & Support to revamp the architecture @ FSL deployment in Airoli Helped put-up process/mechanism, ironed out various deficiencies in the tools/process to streamline the solution Streamlined the hub-and-spoke integration process, resulting in process efficiencies & quicker roll-out in new HUBS Enabled Bharti to extend the OSCC initiatives to various BPOs across country
Involved in Infomart(HA) rollout in PAN-India 4 HUBS Cloud-based deployment for hosted-CC initiative for over 20+ outsourced Contact-Centers End-2-end report configuration, rollout & UAT alongside Genesys Product FR/MR identification & release-management with Genesys Automated KPI-driven reporting & circulation process across circles/centers

Genesys Reporting & BI - Rollout

Genesys GVP Rollout

Infra roll-out / optimisation / consolidation across Southern circles (over 15k+ ports) Design & develop IVR / reports across all operations Call-flow framework, a RAD tool for quick turn-around of new IVR deployments Automated report-generation & distribution ETL framework, based on KPI parameters Custom-built tools/utilities for effective campaign management
Migrate & re-architect the platform across Southern states (India) to consolidate infrastructure End-2-end re-alignment of architecture platform, process mapping & roll-out Significant savings in overall infrastructure & support costs GVP Apps Development & Maintenance End-2-end management (24/7) of GVP process Relationship spread over 1+ year initially

Genesys GVP PAN-India Architecture Consolidation

Facility Management

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Serco BPO - India

Private-cloud architecture, technology transformation & roll-out management, spread across 10+ locations (over 3000+ Genesys seats) Technology transformation, consolidation, standardization, base-lining. UNIFY suite of solutions for Agent Desktop, Quality, Mobility etc CRM apps & BI suite of products architecture-2-delivery Standardize on various enterprise reporting & BI (across projects) Business Intelligence

Developed a custom-ETL tool, for enhanced reporting/BI across IVR/Media-Gateway Seamless integration with back-end applications Automated report generation & distribution (KPI driven)

Over 3000+ seats across PAN-India Ongoing FMS for PAN-India operations 18*6*365 ENGAGE:

Ongoing assistance across presales/bid/proposal/solution architecting etc. for various ongoing prospecting activities Migration of Aspect/Avaya --- Genesys

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AdityaBirla Minacs - India

Various First(s)

Aspect-2-Genesys migration in BPO segment (1000+ seats) Private-cloud / virtualization deployment Genesys Multi PBX deployment (Cisco / Nortel / Avaya /Audiocodes)

Private-cloud architecture, technology transformation & roll-out management, spread across 10+ locations (over 1000+ Genesys seats) Technology consolidation, standardization, base-lining Platform hosted/delivered - PAN-India, Manila & USA Ongoing FMS for global operations 18*6 ENGAGE:

Ongoing assistance across presales/bid/proposal/solution architecting etc. for various ongoing prospecting activities

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Cybage

Leading IT outsourcing organization HQ Pune Implementing end-2-end technical help-desk solution for their global FS clientele Migrating process from US operations to India End-2-end CRM development, integration with backoffice suite of products across networks (MSDynamics, Salesforce CRM) Expansion multi-channel suite of contact, viz., email/chat etc Expansion plans upto 250+ seats over 3 years for their global Tech-majors

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Telenet - Belgium

Involved in process integration / testing & go-live support Solution integrated with various switches in the backend HA (redundant) architecture across various locations in Belgium IVR design, development & production roll-out Post-implementation support activities

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Eureka Outsourcing

Private-cloud architecture across voice/non-voice channels (migration of Avaya, Altitude & Noble platforms) Technology Transformation (Aspect/Noble/Altitude) spread across 3 locations (500+ seats) UNIFY suite of solutions for Agent Desktop, Quality, Mobility etc CRM apps & BI suite of products architecture-2-delivery Standardize on various enterprise reporting & BI (across projects) End-2-end facility management support for Genesys suite of deployments ENGAGE:

Ongoing assistance across presales/bid/proposal/solution architecting etc. for various ongoing prospecting activities

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Warba Bank - Kuwait

Consult & Architect --- IVR based self-service operations for various banking processes GVP-led IVR self-service

Integrate with banking applications Card Processing (Credit/ATM/Prepaid) Utility Billing Murhaba Services Fax/Email/SMS integration Banking Products
Biztalk Store-procedures Ready-2-deploy IVR framework for Banks, with IVR/speech self-service options Seamless integration to speech technologies Nuance (ASR/TTS)

Middleware interface

SmartIVR

End-2-end rollout through an offshore model

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Masraf Al-Rayyan - Qatar

Consult & Architect --- IVR based self-service operations for various banking processes GVP-led self-service

Integrate with banking applications Card Processing (Credit/ATM/Prepaid) Fax/Email solutions

Biztalk Store-procedures

Middle-ware interface

SmartIVR

Ready-2-deploy IVR framework for Banks, with IVR/speech selfservice options Seamless integration to speech technologies Nuance (ASR/TTS)

End-2-end rollout through an offshore model

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Safaricom - #1 Telco - Kenya

Involved in operations management

Genesys Voice Portal iCFD (Intelligent Customer Front Door) Infomart

End-2-end rollout/facility management Project Phase 12 months Remote Infra Management

End-2-end infra management of Genesys components, process etc. (thru India)

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DeAtlantic Creative Solutions

Signed as Technology Partner for 24 months

Advisory, Infra-setup, CRM Assist in pre-sales process for client Enable client in process re-engineering (BPM) Provide end-2-end contact-centre/UC suite of offering

Facility Management

End-2-end IT outsourcing Networks, Telecom, IT Infra Management Drafting Policies / Procedures / Ecosystem (Security, Access, Telecom) Business Intelligence suite
Nuance Speech centre of excellence for hosted IVR offering Speech-IVR (Retail/Hospitality/Financial Services)

Bespoke Apps

Advanced Technologies

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Bank Danamon - Indonesia

Program / Project Management migration of Avaya distributed solution to Genesys Hub-and-spoke deployment with 13 locations connected through corporate networks Remote / Home agents architecture Helped our partner turn-around this complex project, which was under severe delays, to go-live within 9 months Technology Inbound/Outbound/GVP/MCR Integration with external appls WebServices Payment Gateway integration with OTP/SFA

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Vertex BPO - India

First-ever migration of a global Avaya client to Genesys Introduced Hub-&-Spoke architecture to enable rapid deployment & expansion TAT Over 100+ seats deployed across NCR (Gurgaon/Noida) through a private-network Designed & delivered thin-client based operations resulting in significant desktop environ savings Project rolled-out in AGILE approach

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We Serve !!!!

Includes past clientele, served by Smartyz

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UNIFY - IP Portfolio
Bridge the Gap

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UNIFY Suite - Frameworks

BPM framework with ready-2-deploy capabilities around

Process Management (workflows) Content / Knowledge Management EAI/ETL third-party apps integration Ticketing/CASE Management

An apps framework capable of being deployed as casemanagement, BPM, content-delivery, reporting tool etc. Product developed as part of the strategy to deliver content-management, BPM, seamlessly meshed with CEM SoA based approach, hence enables easy integration to other products & work as a hub & spoke model SaaS-ready, to provide the much needed impetus to market requirements around hosted-offering Future product-management plan will be defined in the next Q

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UNIFY Suite - Frameworks

Ready-2-Market Internal IP

Agent Desktop / CTI / EAI Platform Case Management / Help-Desk Document & Content Management Workflow & Process Management

Proposed Enhancement / Development

Campaign / Survey / Mail Management Quality & Performance Management Business Insights & Analytics Seamless UC across platforms (mobility) Standard adaptors to various third-party apps Process CRM Multi-channel integration

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UNIFY Suite - BPMFrameworks

1. Service Request Platform
People

Case Handling

2. Case Management paradigm

Executives

3. Configurable- Application template 4. Case Management 5. Workflow engine

Systems

Knowledge Base Business Rules

Case Management

Engineering

Alarms & Notifications

6. Knowledge management engine

7. Collaboration engine

Customers Reports Audit Trail Distribution Reference Data

Field Support

8. Secure, roles-based visibility for all participants

9. Reporting engine 10. Rules engine

Partner

11. Event Manager 12. Email transmitter/receiver

Finance
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Sales

UNIFY Suite KM Framework

1. Content Editor 2. Content Manager

3. Content Approver
4. Content Publisher 5. Configurable- Application template 6. Workflow engine 7. Collaboration engine 8. Secure, roles-based visibility for all participants

9. Reporting engine
10. Rules engine 11. Event Manager

12. Email Manager

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UNIFY - IP Solution Portfolio

SmartDesk Unified-desktop with industry-class mashup features SmartQM Quality Monitoring, & Management tool SmartMobi Mobility interface for remote operations, monitoring etc. SmartInsight Reporting/BI, across operational value-chain SmartIVR Pre-set IVR callflow framework, for Banks/FI for IVR self-service with seamless integration to backend FIN apps. SmartSAT Survey & SAT tool to enable knowledge-workers & clients to provide feedback on various interactions SmartQ Virtual Q - Call back, voice mail integration

SmartContact Telephony interaction tools, SMS, Payment Gateway & email integration SmartMedia - Presence based applications for social-media & unified communications
SmartCampaign Quick campaign creation templates integrated with Genesys SDK

SmartxRM Ready-2-deploy CRM toolkits (Telesales, collections etc.) SmartxPM Process Mapping Framework, industry-standard adaptors SmartCARE On-line Ticketing & Help-desk solution for day-2day facility management, trouble-ticketing

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PS: Various stages of development & roll-out

UNIFY Suite Roadmap

Agent-desktop (smart-client/web interface) Quality Monitoring & C-SAT tool Business Process

Telesales / Collections / Payments et. Al. Payment Gateway Integration Video Contact-Centre (Kiosk/ATM/3G Apps) CTI Integration Third-party apps

Business Intelligence

Agent Productivity Campaign Performance (across locations) On-line performance management tools/metrics
Mobile platform support for various processes Platform support across various OS Seamless integration to contact-centres Ready framework & solution-kit Extended enterprises using UC connect

Enterprise Mobility

Expand offering to Enterprises

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CONNECT! Edge
Proven, Verified Resources
Top-Notch Skills

Complete, unique and hard-to-find skill-sets Global experience skill sets Impeccable quality comparable with global standards Agile Implementation Process

End-to-End Solution Delivery & Support

True Solutions Single point-of-contact for the customer to coordinate all deliverables, including integration with 3 rd party applications Established support infrastructure Managed Services

Solutions that grow as you grow

Flexibility
Affordable services packages from a leader grow your reliance on you move into new opportunities. Long-standing relationship assures you of the seamless integration of software and systems which results in a more stable environment

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Why SmartConnect !!!

Business Value
Singular focus on CEM/CIM/UC

Technical Differentiation
Adjunct Connectors & Tools

The Right People , Capabilities & Track Record

Market Leadership in Identified Niche Global Player with Proven Strength

World Class Professional Services

Flexible Deployment Models One-stop solution with Managed Services Platform

Industry Expertise & Alliances

Openness and Interoperability

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Questions !!!

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SmartConnect
Orchestrate | Channelise | Unify
2010-12 SmartConnect Technologies. All Rights Reserved.

The information herein is for informational purposes only and represents the current view of SmartConnect Technologies (and its associates/group companies), as of the date of this presentation. Because SmartConnect must respond to changing market conditions, it should not be interpreted to be a commitment on the part of SmartConnect, and SmartConnect cannot guarantee the accuracy of any information provided after the date of this presentation. SmartConnect MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

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Srikanth SESH Call: +91.98197 12091 [email protected]

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