SmartConnect-GenesysPS Capability

8/2/2019 SmartConnect-GenesysPS Capability

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SmartConnect Technologies. All Rights Reserved

SmartConnect Technologies

Unified ExperienceManagement 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 entrepreneurialventures

Led various start-2-growth ventures successfully

Involved in various funding rounds over $10m for various start-upventures(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 (5turnarounds).


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Execution GroupSeetha Raman Practice Director

Over 15+ years of contact-centre consulting & operationsdeliveryLast 5 years in delivering complex Genesys roll-out in

India/global marketsLed tech-driven initiatives, to create a unique delivery model(virtualization / cloud computing)Rapid-delivery model, enabling clients to go-live within 30daysGenesys-in-a-box concept for rapid adoption, in Indianmarkets (Serco/Vertex)Delivered high-end consulting work for AlcaLu/Genesys onvarious strategic projects/initiatives (Bank Danamon/BhartiAirtel)

Senthil Kumar General Manager

Over 15+ years of experience in various Contact-centretechnology roll-outOver 6+ years of Genesys PS exposure, delivering solutions forTelco, BPO, Enterprises across globeInvolved in hosted-CC roll-out for Genesys/TATAConsulting & Solution delivery for etc.Heads day-2-day technical roll-out & support for all projectsAdityaBirla Minacs, Telefonica, MTN Network, EDF Energy,Emirates

Natarajan General Manager

Over 12+ years of experience in various contact-centretechnology roll-outOver 4+ years experience in private-cloud deployment ofGenesys, for over 8+ locations of AdityaBirla Minacs (first ofits kind in India)Delivered custom-process/solutions based on Genesys & otherintegrated environ for clientele globallyDeveloped a wide-range of adjunct solutions across Genesysplatform for productivity, reporting, business intelligence etc.Delivered transformation projects for Bharti Airtel, consulting& solutions for Banks (Masraf Al-Rayyan, Warba in ME)

Santosh Sundaram Consulting ManagerOver 10+ years of experience in contact-centre solutionsdeployment, operations management & pre-sales activitiesOver 4+ years of consulting & solutions delivery for

Safaricom, AdityaBirla Minacs, Serco, Vertex, BhartiAXA,Emiratesetc.Enabled Bharti-Airtel roll-out to stabilise @ FirstSource(Airoli)Involved in solution consulting, architecture revamp enablingclients to move to a cloud-deployment platformHelped OSCC operations streamlining process, as part ofHosted CC rollout of Genesys

Pintu Pal Technical ManagerOver 8+ years of experience in contact-centre solutionsdeployment deployment, operations management & pre-sales

activitiesHandled Genesys rollout for Telcos, Banks, FI across SouthAsia for over 4 yearsExtensive exposure to apps development & integrationprocess across Genesys & back-end enterprise applicationsSuccessfully delivered BI/DW reports for Telcos for Hosted CCenvironments


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BusinessConsulting

Training &Certification

TechnicalSupport

ProfessionalServices

Completeservicesportfolio

EducateSupport

ExecuteAdvise

Ensuring Success with Expertise


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UC - Our Offering CONSULT

UC Strategy & Risk Analysis

Solution Strategy & Architecture Process Innovation & Solution

Planning Pilot Solution Development

EXECUTE Implementation Services

Product Customization &Configuration System Development & Integration Solution Deployment & Enterprise

Integration Support Services

MANAGE Solution Audit Ongoing Maintenance Feature Enhancements Product Upgrade Alert 90 Day Inspection Annual Inspection

Value Proposition


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End-2-end UIM Offering

UnifiedInteractionManagement

Solutions

Aud

it&

Re-engineering

Outsourc

edUIM

Operations

Implementat

ion,Training&Go-live

Consulting & Process Architecture

Facility Management

Multi-media

Contact Centre

CTI/CTMEnterprise Apps

Integration

Self ServiceSolutions

MobilitySolutions

Outbound VoiceAgent / Self-

assist

Reporting & BizIntelligence

Suite

Advanced

Speech

WFM / WFO

Solutions

Social MediaApplications CollaborationApplications EnterpriseApplications

Contact CentreSolutions



BPO / ITeS

Telecommunications

Banks /FinServices/

Insurance

Enterprises

Retail/Hospitality

Multi-channel Apps

Speech Application /Voice Biometrics

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

Business Analytics

Virtualization /

Cloud Computing

Verticals & Solutions

Value Delivered

Expert & experiencedteam of professionalServices consultants

andtechnical support

specialists



Go live

SolutionConfiguring/Customize

Strategy

SolutionBlueprint

Identify and analyzemy business problem

Consulting capabilityaround domain and IPR

R

ISING

EXPECTATIONS

M

ORECOMPETENC

IES

Business solutioningCapability, Project /Program Management

Implementation capability,Ongoing Facility Management

Training & other services capability

Define and Designthe solution

Develop as permy definition

Deploy and getme started

Customer expectation Approach Competency

Solutions Approach - Guidelines



Solution Approach - Phases

explore

1. Define problem with key stakeholders, in-depth interview ofcustomer facing employees at various levels

2. Data assessment, analysis, and financial/operational goals review3. Initial solutions discovery overview

design1. Deep dive on various solutions2. Process Map3. Stakeholder tools and decision definition review4. Feasibility Assessment

present1. Preparation of presentation to decision makers2. Playbook and all materials based on existing reviews,

decision3. Collaborate on forming decisions

operate1. Define project counsel and operating plan2. Update all material as necessary3. Develop detailed playbooks as needed4. Complete engagement

review1. Engage in feedback of engagement2. Define further refinements as needed3. Plan further engagements for ongoing enhancements



Services Apps Frameworks

Licensed ApplicationsCustom Development

Delivery Methodology

Consulting / Domain-led Value Study

End-2-End Services

Value Scoping



Value Proposition

Enhanced Quality

Dedicated Quality

International Quality Standards

Well defined methodology

Faster Time to Market

Access to Expertise

Global Delivery Model

Constant Learning & Innovation

Rapid Team Mobilization

Cross functional

Cross technology

Cross-platform teams

Knowledge Retention

Knowledge Management Program

Value Ascendancy

Residual Knowledge Retention

Offshore Model

Leveraging Time Difference

Proximity Development Centers

Cost Advantage

Intellectual Property

Restricted Access

Network Security

Dedicated Infrastructure



Business Value Consultative approach

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

Ability to deploy on large scale keeping in mind businessrequirements, costs, future needs First-ever private-cloud rollout

Leveraged technology adoption, seamless integration withexisting PBX

End-2-End project life cycle management starting fromfor 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



OnsiteModel

Customerpremises

Dedicated toCustomer

Delivery Location

Resource Allocation

RemoteModel

HybridModel

CustomerStandards

(with minor

changes*)

Delivery Processes

SmartConnectCampus

Shared /Dedicated

ISO 9000: 20000ISO 27001

SmartConnect +Customer Sites

Shared* /Dedicated

ISO 9000:20000ISO 27001

Combination of delivery models to meet customer requirements

Flexible Delivery Models



Genesys Consulting

CASE Studies

Note: Client projects included here pertains to keyManagement/Delivery team experience in the last 2years including their respective previous assignments.



Consulting Portfolio - Roster Base Products

Inbound/Outbound Voice Portal Workforce Management / iWD Multi-media CC (Email/Chat/Co-

browse/Video) Infomart Virtual Hold / LivePerson Routing

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

Speech Integration (NUANCE)

Integrations Multi-PBX Content / KM

Enterprise Apps (pan-verticals) Payment Gateways Social-media

UNIFY Suite In-house IP suite across various adjunct

offering Deployed over 5k+ installations

Technology Strategy TDM-2-SIP Migration Cloud Computing Virtualization Solution-in-a-Box LINUX Rollout

Team Roster 25+ 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



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 thesolution 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

Genesys Reporting & BI - Rollout 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 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

Genesys GVP PAN-India Architecture Consolidation 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

Facility Management GVP Apps Development & Maintenance End-2-end management (24/7) of GVP process

Relationship spread over 1+ year initially



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. forvarious ongoing prospecting activities

Migration of Aspect/Avaya --- Genesys



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 (over1000+ 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



Cybage Leading IT outsourcing organization HQ Pune

Implementing end-2-end technical help-desk solutionfor their global FS clientele

Migrating process from US operations to India

End-2-end CRM development, integration with back-office suite of products across networks (MS-Dynamics, 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



Telenet - Belgium Involved in process integration / testing & go-live

support Solution integrated with various switches in the back-

end

HA (redundant) architecture across various locationsin Belgium

IVR design, development & production roll-out

Post-implementation support activities



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/solutionarchitecting etc. for various ongoing prospecting activities



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

Middleware interface Biztalk Store-procedures

SmartIVR Ready-2-deploy IVR framework for Banks, with IVR/speech self-service

options Seamless integration to speech technologies Nuance (ASR/TTS)

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

Middle-ware interface Biztalk

Store-procedures

SmartIVR Ready-2-deploy IVR framework for Banks, with IVR/speech self-

service 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)

l C S l


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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)

Bespoke Apps

Business Intelligence suite Advanced Technologies

Nuance Speech centre of excellence for hosted IVR offering Speech-IVR (Retail/Hospitality/Financial Services)

B k D I d i


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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 9months

Technology Inbound/Outbound/GVP/MCR Integration with external appls WebServices

Payment Gateway integration with OTP/SFA

V BPO I di


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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 operationsresulting in significant desktop environ savings

Project rolled-out in AGILE approach

W S !!!!
https://secure.axissecurities.in/home.aspxhttp://telenet.be/5/0/1/nl/thuis.htmlhttp://telenet.be/5/0/1/nl/thuis.htmlhttp://telenet.be/5/0/1/nl/thuis.htmlhttp://telenet.be/5/0/1/nl/thuis.html


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We Serve !!!!

Includes past clientele, served by Smartyz
https://secure.axissecurities.in/home.aspxhttp://localhost/var/www/apps/conversion/tmp/scratch_5/http://localhost/var/www/apps/conversion/tmp/scratch_5/Eureka-OSL-Home.aspxhttp://localhost/var/www/apps/conversion/tmp/scratch_5/Pages/index.aspxhttp://www.serco.com/http://telenet.be/5/0/1/nl/thuis.htmlhttp://telenet.be/5/0/1/nl/thuis.htmlhttp://telenet.be/5/0/1/nl/thuis.htmlhttp://telenet.be/5/0/1/nl/thuis.htmlhttp://localhost/var/www/apps/conversion/tmp/scratch_5/wps/wcm/connect/airtel.in/airtel.in/home/http://www.telefonica.com/en/home/jsp/home.jsphttp://localhost/var/www/apps/conversion/tmp/scratch_5/Default.aspx


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UNIFY - IP Portfolio

Bridge the Gap

UNIFY S it F k


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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 case-management, BPM, content-delivery, reporting tool etc.

Product developed as part of the strategy to delivercontent-management, BPM, seamlessly meshed with CEM

SoA based approach, hence enables easy integration toother products & work as a hub & spoke model

SaaS-ready, to provide the much needed impetus tomarket requirements around hosted-offering

Future product-management plan will be defined in thenext Q

UNIFY S it F k


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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

UNIFY Suite BPMFrameworks


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1. Service Request Platform

2. Case Managementparadigm

3. Configurable- Applicationtemplate

4. Case Management

5. Workflow engine

6. Knowledge managementengine

7. Collaboration engine

8. Secure, roles-basedvisibility for allparticipants

9. Reporting engine10. Rules engine

11. Event Manager

12. Email transmitter/receiver

People

Field Support

CaseHandling Executives

Partner

Systems

Customers

Sales

Distribution

Engineering

Reports

AuditTrail

ReferenceData

Alarms &Notifications

CaseManagement

BusinessRules

KnowledgeBase

Finance

UNIFY Suite - BPMFrameworks

UNIFY S it KM F k


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UNIFY Suite KM Framework1. Content Editor

2. Content Manager

3. Content Approver

4. Content Publisher

5. Configurable- Applicationtemplate

6. Workflow engine

7. Collaboration engine

8. Secure, roles-basedvisibility for allparticipants

9. Reporting engine

10. Rules engine11. Event Manager

12. Email Manager

UNIFY IP Sol tion Portfolio


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UNIFY - IP Solution Portfolio SmartDesk Unified-desktop

with industry-class mashupfeatures

SmartQM Quality Monitoring,& Management tool

SmartMobi Mobility interfacefor remote operations,monitoring etc.

SmartInsight Reporting/BI,

across operational value-chain SmartIVR Pre-set IVR call-

flow framework, for Banks/FIfor IVR self-service withseamless integration to back-end FIN apps.

SmartSAT Survey & SAT toolto enable knowledge-workers &clients to provide feedback onvarious interactions

SmartQ Virtual Q - Call back,voice mail integration

SmartContact Telephonyinteraction tools, SMS,

Payment Gateway & emailintegration SmartMedia- Presence based

applications for social-media &unified communications

SmartCampaign Quick campaign

creation templates integratedwith Genesys SDK

SmartxRM Ready-2-deployCRM toolkits (Telesales,collections etc.)

SmartxPM Process MappingFramework, industry-standardadaptors

SmartCARE On-line Ticketing& Help-desk solution for day-2-day facility management,

trouble-ticketingPS: Various stages of development & roll-out

UNIFY S it R d


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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

Enterprise Mobility Mobile platform support for various processes Platform support across various OS

Expand offering to Enterprises Seamless integration to contact-centres Ready framework & solution-kit Extended enterprises using UC connect

CONNECT! Edge


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Proven, Verified Resources Complete, unique and hard-to-find skill-sets

Global experience skill sets Impeccable quality comparable with global standards

Agile Implementation Process

Top-NotchSkills

TrueSolutions

End-to-End Solution Delivery & Support

Single point-of-contact for the customer to coordinate alldeliverables, including integration with 3rd party applications

Established support infrastructure

Managed Services

Flexibility

Solutions that grow as you grow

Affordable services packages from a leader grow your reliance onyou move into new opportunities.

Long-standing relationship assures you of the seamless integration ofsoftware and systems which results in a more stable environment

CONNECT! Edge

Why SmartConnect !!!


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Why SmartConnect !!!

BusinessValue TechnicalDifferentiation

Singular focus onCEM/CIM/UC

The Right People ,

Capabilities & TrackRecord

Market Leadership inIdentified Niche

Global Player withProven Strength

Industry Expertise &Alliances

AdjunctConnectors & Tools

World Class

Professional Services

Flexible DeploymentModels

One-stop solution withManaged Services

Platform

Openness andInteroperability

Questions !!!


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Questions !!!


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SmartConnectOrchestrate | 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 itsassociates/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 anyinformation 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 SESHCall: +91.98197 [email protected]
mailto:[email protected]://localhost/var/www/apps/conversion/tmp/scratch_5/smartconnectt.wordpress.comhttp://www.facebook.com/pages/SmartConnect-Technologies/121225211288613http://www.linkedin.com/company/1487721mailto:[email protected]

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SmartConnect-GenesysPS Capability

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