SmartConnect-GenesysPS

© SmartConnect Technologies. All Rights Reserved

SmartConnect Technologies

Unified Experience

Management – Genesys Suite

(CxM & UC)


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


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 – 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

Awards & Accolades Led successful GTM of Genesys practice, awarded best-JAPAC partner in 2009

Handled complex Genesys solution deployment & integration, awarded Best Systems Integrator – 2012

Entrepreneur (4 start-ups), builder (3 M&A/JV’s) and change agent (5 turnarounds).


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)

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)

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

Pavan Panchamukhi – Practice Director (Mobility) Over 20+ years of experience in enterprise mobility consulting & solutions delivery, product engineering & development

Designed & delivered mobile-engagement for Education, Retail, BFSI, Automotive suite of solutions

Design & delivery of value-add suite of products/solutions alongside Genesys, Mobility & Collaboration suite of services

Selva Subbu – Product Manager Over 20+ years of experience in product engineering & development

Designed & delivery of value-add suite of products/solutions alongside Genesys, Mobility & Collaboration suite of services

Extensive exposure to apps development & integration process across Genesys & back-end enterprise applications


Business

Consulting

Training &

Certification

Technical

Support

Professional

Services

Complete services portfolio

Educate Support

Execute Advise

Ensuring Success with Expertise


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


End-2-end UIM Offering U

nif

ied Inte

racti

on M

anagem

ent

Solu

tions

Audit

& R

e-e

ngin

eeri

ng

Outso

urc

ed U

IM O

pera

tions

Imple

menta

tion, Tra

inin

g &

Go-liv

e

Consulting & Process Architecture

Facility Management

Multi-media

Contact Centre

CTI/CTM Enterprise Apps

Integration

Self Service

Solutions

Mobility

Solutions

Outbound Voice Agent / Self-

assist

Reporting & Biz Intelligence

Suite

Advanced

Speech

WFM / WFO

Solutions

Social Media

Applications

Collaboration

Applications

Enterprise

Applications

Contact Centre

Solutions


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 customers

belong and have deployed industry-specific solutions

Business Analytics

Virtualization /

Cloud Computing

Verticals & Solutions

Value Delivered

Expert & experienced

team of professional

Services consultants

and

technical support

specialists


Go live

Solution

Configuring/

Customize

Strategy

Solution

Blueprint

Identify and analyze

my business problem

Consulting capability

around domain and IPR

RIS

ING

EXPEC

TAT

ION

S

MO

RE C

OM

PET

EN

CIE

S

Business solutioning

Capability, Project /

Program Management

Implementation capability,

Ongoing Facility Management

Training & other services capability

Define and Design

the solution

Develop as per

my definition

Deploy and get

me started

Customer expectation Approach Competency

Solutions Approach - Guidelines


Solution Approach - Phases

explore 1. Define problem with key stakeholders, in-depth interview of

customer facing employees at various levels 2. Data assessment, analysis, and financial/operational goals review 3. Initial solutions discovery overview

design 1. Deep dive on various solutions 2. Process Map 3. Stakeholder tools and decision definition review 4. Feasibility Assessment

present 1. Preparation of presentation to decision makers 2. Playbook and all materials based on existing reviews,

decision 3. Collaborate on forming decisions

operate 1. Define project counsel and operating plan 2. Update all material as necessary 3. Develop detailed playbooks as needed 4. Complete engagement

review 1. Engage in feedback of engagement

2. Define further refinements as needed

3. Plan further engagements for ongoing enhancements


Services Apps Frameworks

Licensed Applications Custom 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 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


Onsite

Model

Customer

premises

Dedicated to

Customer

Delivery Location

Resource Allocation

Remote

Model

Hybrid

Model

Customer

Standards

(with minor

changes*)

Delivery Processes

SmartConnect

Campus

Shared /

Dedicated

ISO 9000: 20000

ISO 27001

SmartConnect +

Customer Sites

Shared* /

Dedicated

ISO 9000:20000

ISO 27001

Combination of delivery models to meet customer requirements

Flexible Delivery Models


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.


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 – 50+ 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 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 BPO’s 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


TCS - BPO Strategise-2-migrate Avaya platform to design/deliver a

x000-seat VaaS platform

Private-cloud architecture with geo-redundancy PAN-India

Technology transformation, consolidation, standardization, base-lining.

Around 200+ seats of migration of a leading Financial Services organization process gone-live

UNIFY suite of solutions for Agent Desktop, QM, Score-carding, Mobility etc

CRM apps & BI suite of products architecture-2-delivery

Standardize on various enterprise reporting & BI (across projects)


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



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


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


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 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 locations

in 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



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


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


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


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)


We Serve !!!!

Client/Partner Projects: Over 30+ end-clients portfolio, with over 5000+ seats,

delivered 24x7

/wps/wcm/connect/airtel.in/airtel.in/home/

http://telenet.be/5/0/1/nl/thuis.html




http://www.serco.com/

/Pages/index.aspx

Eureka-OSL-Home.aspx

https://secure.axissecurities.in/home.aspx


Awards

Awarded “Systems Integrator

of Year – 2012” by Genesys

Telecommunications

Towards complex solutions

roll-out across verticals and

innovative solution-led

approach for contact-centre

roll-outs


Testimonials We engaged SmartConnect in one of our major engagement with Bharti-Airtel for Hosted contact-center

services . SmartConnect engagement was to work along with Wipro team to execute Out Bound Contact

Centre Solution based on the Genesys Platform. The multi-disciplinary team of experts, made sure all angles

of the project are executed in line with the business requirements. We’ll be extremely happy to engage

SmartConnect for our future project rollouts.

Sandeep Gupta – General Manager – Program Governance, Wipro Limited

Congratulations !!!! Your team has been the most dedicated and channeled for solutions building…

CIO – Leading Securities Firm, part of Hosted CC platform


UNIFY - IP Portfolio

Bridge the Gap


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 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


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 - IP Solution Portfolio SmartDesk – Unified-desktop with

industry-class mashup features SmartQ – Virtual Q - Call back,

voice mail integration SmartQM – Quality Monitoring, &

Management tool SmartREC – Screen Recording (on-

demand/auto) SmartEVAL – Evaluation & Score-

carding tools SmartPEEK – Collaborative

engagement, screen-browse/sharing/barge-in etc.

SmartKonnect – Broadcast/Chat – floor operations

SmartMobi – Mobility interface for remote operations, monitoring etc.

SmartInsight – Reporting/BI, across operational value-chain

SmartSAT – Survey & SAT tool to enable knowledge-workers & clients to provide feedback on various interactions

SmartIVR – Pre-set IVR call-flow framework, for Banks/FI for IVR self-service with seamless integration to back-end FIN apps.

SmartLMS – Lead/List management utility for day-2-day operations

SmartUTIL – Administrative process utilities for user creation, skill mapping, routing, lead-list upload etc.

SmartxRM – Ready-2-deploy CRM toolkits (Telesales, collections etc.)

SmartxPM – Process Mapping Framework, industry-standard adaptors

SmartContact – Telephony interaction tools, SMS, Payment Gateway & email integration

SmartMedia - Presence based applications for social-media & unified communications

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

PS: Various stages of development & roll-out


1. “Service Request” Platform

2. Case Management paradigm

3. Configurable- Application template

4. Case Management

5. Workflow engine

6. Knowledge management engine

7. Collaboration engine

8. Secure, roles-based visibility for all participants

9. Reporting engine

10. Rules engine

11. Event Manager

12. Email transmitter/receiver

People

Field Support

Case

Handling Executives

Partner

Systems

Customers

Sales

Distribution

Engineering

Reports

Audit

Trail

Reference

Data

Alarms &

Notifications

Case

Management

Business

Rules

Knowledge

Base

Finance

UNIFY Suite - BPMFrameworks


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


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-Notch

Skills

True

Solutions

End-to-End Solution Delivery & Support Single point-of-contact for the customer to coordinate all

deliverables, 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 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

CONNECT! Edge


Why SmartConnect !!!

Business Value

Technical Differentiation

Singular focus on

CEM/CIM/UC

The Right People ,

Capabilities & Track

Record

Market Leadership in

Identified Niche

Global Player with

Proven Strength

Industry Expertise &

Alliances

Adjunct

Connectors & Tools

World Class

Professional Services

Flexible Deployment

Models

One-stop solution with

Managed Services

Platform

Openness and

Interoperability


Questions !!!


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.


Srikanth SESH

Call: +91.98197 12091

[email protected]

mailto:[email protected]

http://www.linkedin.com/company/1487721

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