Betsol Introduction Pack - 2016

INDUSTRY AVERAGE
END- CUSTOMER
SATISFACTION2x
LOWER EMPLOYEE TURNOVER
THAN INDUSTRY AVERAGE
75%
36,000+CONTACT CENTER
AGENTS SUPPORTED
Product Engineering and Managed IT Services
enable our customers to reduce costs and time-
to-market while improving quality.
Health Care | Telecom | Aviation | Financial
®

1. BETSOL Capability Overview
2. Why Companies Choose BETSOL
3. Customer Results and Transformations
4. Next Steps
Agenda
Software Engineering
Application Development
Quality Assurance
BI & Analytics
Managed IT Services
Help Desk
Infrastructure Management
Contact Center

Who We Are….
2 Locations in
the US
Average project size
$5-10 Million
2 Locations in
India
Worldwide
Enterprise Clients
200+ Employees
Multiple Industry
Awards

BETSOL
Enabling our customers to excel in their core business.
BETSOL was built from the ground up to deliver highly proactive engagements,
making us unique in our field and the value we bring.
ISO 9001:2008 Quality
Management Systems
ISO 27001:2013 Information
Security Management Systems
Health Care | Telecom | Aviation | Financial

We adopt ISO standards and Agile methodologies to provide Software
Engineering solutions tailored to your needs.
BETSOL Software Engineering, BI, & QA Models
Staff Augmentation Time & Material Fixed Price Deliverables
Priced per Headcount
Our team acts as a virtual extension of
your in-house development team.
Advantages of this model include
knowledge retention and the flexibility of
utilizing the team for multiple projects and
ad hoc business needs. Ideal for teams like
BI teams.
Monthly bills are based on the number of
dedicated resources every month.
Priced per Hour
For work where the workload is not
constant. This could be teams such as
automation teams.
When there are niche requirements that
are not long term. This could be Human
factors engineering and UI design.
Billing is based on the actual time spent by
the team on the project.
Priced per Deliverable
BETSOL takes end-to-end responsibility for
deliverables. This is ideal for software
engineering where the requirements are
mature.
Budgets are mostly fixed for the entire piece
of work, making it more like a fixed price
managed services engagement. Application
lifecycle management could be done through
this model.
Billing is at a fixed monthly cost plus unit
cost for each additional unit delivered.

We implement industry best practices, 24x7x365 support operations, ITIL standards,
while giving you the ability to flex and deliver best in class customer satisfaction KPIs.
BETSOL Help Desk & Infrastructure Management Overview
MANAGE HOST + MANAGE
Priced per Hour
BETSOL help desk and infrastructure support experts handle your
uptime and availability with exceptional levels of service. Quickly scale
your organization with staffing from BETSOL. Cover key times of day
and skill sets. Simple, predictable pricing.
Priced per Employee
Full outsourcing of your help desk and infrastructure support.
Ensures your business systems are operating with optimal
availability for your users. Includes both staffing and the
technology platform.
• 24x7x365 Support or Custom
• Staff Augmentation and Niche Roles Tiers 1-3
• Unlimited Desktop Support
• Server Administration & Support
• Security Assessments
• Mobile Device Management
• Inventory, Asset and Configuration Management
• Proactive Monitoring
• Operations Manager
• Custom Reporting
• MANAGE Features +
• Help Desk Platform
• Remote Access
• Session Recording
• Security Audits
• Support Portal
• Phone, Chat, and Email Support Tool Sets
• Knowledge Base
• Notifications
• Quality Audits

à La Carte Services
BETSOL Help Desk & Infrastructure Management Overview
Additional Services Offered
Onsite Support
Advanced Security & Threat Protection Services
Back-up & Business Continuity Services
Cloud Monitoring and Management
Virtualization
Service Level Agreement (SLA) monitoring

Our clients have access to industry leading processes, technologies and skills.
Deploy your world-class contact center with BETSOL.
BETSOL Contact Center Overview
MANAGE HOST + MANAGE
Priced per Hour
BETSOL contact center experts handle your customers with
exceptional levels of service. Quickly scale your organization with
staffing from BETSOL. Cover key times of day and skill sets.
Priced per Interaction
Outsourced customer and technical support with an expertly run contact
center including phone, chat, and email. Includes both the staffing and
technology platform.
• Customer Support
• Service Desk
• Phone, Chat, and/or Email Queue Staffing
• 24x7x365 Support or Custom
• Ability to meet Seasonal Spikes
• Ability to fill niche roles
• Language Translation services
• MANAGE features +
• Cloud Based Contact Center
• Phone, Chat, and Email Support Enablement
• Hosted IVR
• Support Portal & Ticketing
• CRM and Computer-Telephony Integration
• Knowledge Base
• Payment Processing
• Management & Monitoring Tools
• Quality Assessments
• Custom Business Intelligence Reports

BETSOL brings price and quality differentiators, driving deliverable and customer results.
Why Companies Choose BETSOL
• Solutions delivered to large
enterprises, including
logistics companies.
• Delivered productivity gains
and reduced costs for
customers by 50%.
Quality Cost Results
• BETSOL beats initial vendor
quality targets by an average
of 2.5x.
• Quality of support for our
solutions is 2x industry
average (Net Promoter Score
basis).
• BETSOL consistently wins bids
based on cost, while still out-
performing on quality.
• Through automation, we reduce
solution and maintenance costs
on average by 7% year-over-
year.

Total Customer Focus
We beat industry benchmarks and client targets with
consistency and quality.
-20 -10 0 10 20 30 40 50 60 70
6227
10 61
Auto dealers
Grocery chains
Hotel chains -3 48
Software firms
Retailers
Appliance makers
Insurance carriers
9 49
-7 56
8 39
-2 70
- Source: Temkin Group Q3 2015 - Base: 36,000 US end customers supported
BETSOL Net Promoter
Score
• 75 as of Sep 2016
• More than double
industry average
• Improving every
quarter
Quality

“Our engagements lead to transformations.”
Customer Satisfaction
Real-world results across organizational levels.
DecisionMakers
99%
Decision maker
satisfaction with
BETSOL
EndCustomers
3X
Improvement in
end-customer
satisfaction
Quality

BETSOL Value Approach
We grow our business through results and referral. Our continued growth
comes from successful, mutually beneficial engagements.
COST
Staff Augmentation Firm
Consulting Firm
Staff Augmentation Firm
Consulting Firm
Gartner Evaluation
of BETSOL Offering.
Deeper capabilities at better cost.
BETSOL
BETSOL
SERVICECAPABILITIES
Cost

Real customer operational actions and results
Following are details from real customer engagements. We respect our
customers’ privacy, thus, in this marketing material, the clients are referred
to as “Client A” and “Client B.”
Both customers will act as reference customers.
Results

Challenges in Software Development and Technical Support
As companies work to keep their portfolio relevant to the market needs, managing development and
support costs to deliver on target profit margins becomes a key aspect of the business .
Common challenges include:
Implementing 24x7x365 support operations
Controlling cost, quality, and customer sat Focusing on core deliverables
Flexing staff quickly to meet demand and cost
Time to market
Filling niche roles

• Serves many Fortune 150
and multiple industries
• Industry pioneer for 15
years
• 25,000+ staff base
Client Profile
• Declining customer
satisfaction
• Delays and cost overruns
in onboarding new clients
• Declining margins
Growth
Challenges • High turnover
• Lack of depth in contact
center and telecom
expertise
• Quality of deliverables,
especially over time
Vendor
Concerns
Arise Virtual Solutions
Improvement in IT
systems, processes,
and support
needed to ensure:
Customer Sat
Profitability
Scalability
Distracted by IT challenges
not in core competency
Industry-leader contact center provider’s effective growth was hindered by
non-scalable IT systems, processes, and support.

0
10
20
30
40
50
60
70
80
QUARTER 1 QUARTER 2 QUARTER 3 QUARTER 4 QUARTER 5 QUARTER 6 QUARTER 7 CURRENT
Client’s customer satisfaction and cost targets are exceeded. BETSOL continues to
proactively raise the bar by using domain expertise to drive additional initiatives.
50%+ reduction in
technical support costs
98%+ retention
rate of staff
62 point increase in end-
customer satisfaction
Development and QA
resources deployed
Technical support and
NOC staff deployed
SWAT team
determines process
and technical changes,
creating metric-
focused execution plan
Business Intelligence plan
proposed and initiated, now
facilitating millions of
transaction per month
Defect reduction
through
automation
Ongoing proactive cost and
satisfaction improvement
recommendations and
initiatives
Net
Promoter
Score
40%+ improvement in
first time resolution

Chat Performance Dashboard with KPIs for 2016
Second Half 2015 actual performance for customer satisfaction, work quality, and volumes.
Net Promoter Score is measured by
surveys sent to the end-customer
after every interaction. BETSOL
scores 8.7% higher than in-house
team.
Quality is a measurement of process
adherence to client-defined
parameters.
BETSOL has strongly increased First
Call Resolution, managing nearly 17K
interactions per month. Agents
achieve this while utilizing 3 chats-per-
session for improved productivity.
50
60
70
80
90
Apr May Jun Jul Aug Sep
Net Promoter Score
NPS Target
50%
60%
70%
80%
90%
100%
Quality
Quality Target
50%
60%
70%
80%
First Call Resolution

Third Quarter 2016 actual vendor scorecard performance.
9.18 9.43 9.18
0
1
2
3
4
5
6
7
8
9
10
Jul Aug Sep
Overall Vendor Score
Overall
0 1 2 3 4 5 6 7 8 9 10
Schedule Adherence
Deliverable Quality
Empathy
Assurance
Responsiveness
Reliability
Account Management
Sep Aug Jul

Best-practices to drive high availability, around-the-clock support, and cost
reduction.
85% reduction in average ticket age
600+ applications, 150+ network devices, 450+
servers, 10,000 simultaneous users supported by 3
headcount per shift
50% reduction in personnel costs, even with 24x7
coverage
67% reduction in aged-case resolution time
48% reduction in average ticket time-to-resolution,
despite growing infrastructure, 32% more tickets,
and 139% increase in changes made
Availability raised from 99.75% to 99.96% (including
application availability) against increased load, with
99.99% targeted in 2016
98% staff retention

The Infrastructure, or NOC (Network Operations Center),
Support Organization is one of the most valuable and
important organizations within a company.
If a business is running smoothly, there is an effective
Infrastructure Support Services team behind the scenes,
often completely transparent to others within the business.
Client went from ~22 hours of downtime to ~1.75 hours of
downtime resulting in savings of ~$2.2M annually with an
investment of ~250K in people, process and technology.
$110,000
Average hourly cost to Enterprise of
infrastructure outage.
24.5x
How many more hours laggards spend
in outages vs best-in-class.

Cost of Performance - Gartner Study: Benchmarks for Business Outages
Metric Best in Class Industry Average Laggards
Business interruption events per year .9 3 3.5
Time per interruption (hours) 1.3 4.7 8.4
Total disruption (hours) 1.2 14.1 29.4
Average cost per hour of disruption $60,000 $110,000 $98,000
Total cost of business interruption events $72,000 $1,550,000 $2,880,000
BETSOL

Client Profile
•Global provider of telecom
product and solutions
•Industry leader in their magic
quadrant
•Serves many Fortune 500
customers
Business Challenges
•Finding and retaining top
development talent
•Quality of deliverables and
solution uptime
•Cost containment
Vendor Challenges
•High turnover
•Specific domain expertise
•Quality and continuity of
deliverables
Avaya
Client B desires
architecture partner
with ability to
proactively solve
problems to drive:
Lower Cost
Faster Cycles
Better Quality
Poor experiences with prior vendors caused Client B
to seek a mid-sized company with a tailored approach.
Leader in enterprise telecom product development searching for more
cost-effective and faster-to-market software development and test solutions.

Avaya
BETSOL developed a Remote Access solution using
open source technologies to deliver five 9 remote support infrastructure
RA Client
Technician
Enterprise
Application UI
Enterprise Application Remote Access Node
RA Web
Service
RA
Backend
RA
Networking
Service
Enterprise
DB
Secure Tunnel
Broker (STB)
Gateway
Remote Access Agent
Enterprise
Application Agent
Policy Server
Device
Remote
Connection
Remote
Connection
Connection
Info
Remote
Connection Polling
Remote Connection
Polling
Interrogate
Policy Server
Access
Granted?
Remote
Connection
Establish Tunnel
Establish Tunnel

Avaya
QUARTER 1 QUARTER 2 QUARTER 3 QUARTER 4 QUARTER 5 QUARTER 6
BETSOL enhanced development quality, improved key solution metrics,
introduced testing automation, and reduced costs across the board.
93% improvement in
key product uptime
30% improvement in Business
Intelligence performance
94% reduction in test
time for specific
complex data scenarios
Open solutions evaluated
and deployed to reduce
licensing costs and increase
development speed.
Implementation of end-to-end high availability
clusters on key product infrastructure.
Execution of
proprietary market-
value driven
development model,
ensuring all activities
are efficient and
financially effective.
98%+ retention
rate of staff6 figure annual savings
from licensing changes
Test and process
automation created to
reduce manual effort
and increase accuracy.
Overhauled and centralized databases,
decommissioned old systems and reports.
Beat defect and quality
targets by 2.5x+
High Severity
Defect Occurrence

Avaya
BETSOL Software Engineering Services Real Client Results
Value Adds by BETSOL to improve Time to Market
and reduce cost
• Thought leadership – Implemented and standardized
exit criteria with checklists for hand offs across multiple
teams resulting in improved quality measured using
Quality Index
• Developed test automation frameworks for multiple
programs reducing the testing costs by 12% year over
year
• Developed system and network monitoring tools for
measuring and optimizing Oracle Real Application
Clusters performance which helped reduce year over
year costs
Productivity
Improvement
Year over Year
Total Cost
to Client
Year over Year

Based on results, BETSOL continues to grow in technical support, network operations, custom
development, testing, and business intelligence.
Quarter 1 Quarter 2 Quarter 3 Quarter 4 Quarter 5 Quarter 6 Quarter 7
ENGAGEMENT GROWTH
Client A
BETSOL has helped enable our growth and
re-affirm our market dominance – CIO, Client A
Quarter 1 Quarter 2 Quarter 3 Quarter 4 Quarter 5 Quarter 6
ENGAGEMENT GROWTH
Client B
Client expectations and requirements exceeded
98%+ annual employee
retention rates
No wasted cycles on re-hiring
and re-training
Proactive business plan
recommendations

BETSOL Capabilities
Software Engineering, Quality Assurance, and Business Intelligence

BETSOL Capabilities: Software Development
Application Development and Mobile Solutions
Continued
on Next Page
Organization Functional Area Domain Subset Description
Software Engineering,
Development Services,
and Lifecycle
Management
Software Engineering,
Development
Services, and Lifecycle
Management
Real-Time Programming Languages
C
Application & Product
Development Languages,
Scripting, Databases, Protocols,
Source Control, Dev/Process
Methodology
C++
Real-Time Java
Operating System
Windows
Embedded Linux, RHEL, CentOS
HP-UX
Solaris
Microsoft
.NET
C#
MVC
MS Dynamics (CRM)
BizTalk Server
WPF
WCF
Open Source Technologies,
Frameworks & Webservers
Core Java, J2EE, JMS, EJB, Jquery, Javascript, Eclipse, IntelliJ
Spring, Hibernate, Netty, JSF, Struts, Swing
JBOSS, Apache, Tomcat, Weblogic, IIS
Scripting
Perl, Python
Shell
Database
Oracle 10g, 11g, 12c, EBS, SQL, PL-SQL
MS SQL Server 2012, 2014
Cassandra, Mongodb, MySQL, SQLite
Protocols SIP, H.323, SMTP, HTTP/S, HL7
Build, Configuration and Process
Tools & Methodlogy
RPM, Packaging(Ant/Maven), AIF Installer
TFS, Jira, Confluence, SVN, VSS, Bamboo, Subversion, Ant, Cradle
Waterfall, RUP, Agile-Scrum
UX Design and Presentation
Wire Frames
Human Factors Engineering
HTML5, CSS3, Angular JS, Javascript, JSON, Bootstrap
Webservices RESTful, SOAP

BETSOL Capabilities: Software Development
Quality Assurance, Business Intelligence, Analytics, and Cloud Integration
Functional Area Domain Subset Description
Quality Assurance &
Testing
Manual Testing
Proprietary software management processes,
measures, and templates Manual, automated, and performance testing
of Enterprise or web-based software
applications
Test Automation Ruby on Rails, Selenium, HP QTP, Junit
Performance & Security Hailstorm, Scripting, Load Runner
BI & Analytics
Microsoft, IBM, Oracle,
Microstrategy
SSIS, SSRS, SSAS, ETL, T-SQL, MDX, PL/SQL, Business
Objects, TFS, Idera, Redgate, Hadoop, Cognos,
Teradata
ETL, Data Warehousing, Data Mart, Database,
Reports design and implementation, DB
administration, Business Intelligence
Cloud Integration &
Services
Website and Portal
Bootstrap, AngularJS, Javascript, Jquery, Ajax,
Wordpress, PHP
Marketing, Lead Management, Onboarding,
Payment Management, Profile Management,
Ticket Management, Interaction Management
Business and Data Layers
Core Java, Web API, Restful Web Services, Spring,
Hibernate, Microservices
CRM SalesForce
Payment Gateway Stripe, Paypal
Ticket Management Desk.com, Servicenow, Remedy
CTI and Contact Center Ringcentral, InContact, Five9
Remote Access LogmeIn
Proactive Monitoring Nano Heal
Chat BOLD Chat

CTI and CRM Integration Overview
Unified Components
Call Control
Single Sign On
Data Source CRM Integration (ImageRight,
Guidewire, Billing)
Knowledge Base
Ticketing
Chat
Email
Reporting
Applications
Contact Center Agents manage entire process out of a single portal
Workflow
360 degree view of customer
Survey Integration
Optimization
Error Handling
Automation
Integrated CTI
Screen Pops
Customer Data Transfers with Call
Real-Time Data
Typically improves
productivity by 20-40%

BETSOL Areas of Expertise
BETSOL Micro Services Overview
Micro Service Component Purpose
Cloud Foundry Cloud Architecture
Java Core Development
Spring Boot Application Build
Rest Web Services Web Services
MongoDB Database
Appdynamics End-to-end monitoring
Agile Environment Methodology
BETSOL’s approach allows us to think in
terms of not just availability, but
performance and outcomes.
We separate the concerns of a large system
with clear data ownership (discrete data
sources) and true loose coupling.
BETSOL Micro Services Approach
1. Design and build micro services
2. Continuous delivery and support
3. Cross cutting management
4. Real-time monitoring of architecture and KPIs

BETSOL Micro Services vs Traditional SOA
Traditional SOA Microservices
Messaging type Smart, but dependency-laden ESB Dumb, fast messaging (as with Apache Kafka)
Programming style Imperative model Reactive actor programming model
Lines of code per service Hundreds or thousands of lines of code 100 or fewer lines of code
State Stateful Stateless
Messaging type Synchronous: wait to connect Asynchronous: publish and subscribe
Databases Large relational databases NoSQL or micro-SQL databases blended with conventional
databases
Code type Procedural Functional
Means of evolution Each big service evolves Each small service is immutable and can be abandoned or
ignored
Means of systemic change Modify the monolith Create a new service
Means of scaling Optimize the monolith Add more powerful services and cluster by activity
System-level awareness Less aware and event driven More aware and event driven

BETSOL Micro Services Best Practices
 Create a Separate Data Store for each Micro Service
 Create a new Micro Service for the new or changed code, leaving the existing Micro Service in place (the
immutable infrastructure principle). Once the new Micro Service is as stable as the original, merge them back
together if they perform a single function, or if there are other efficiencies from combining.
 Do a separate build for each Micro Service
 Deploy Micro Services in containers, which allows you to use one tool to deploy everything.
 As individual services require more capacity, independently scale them without having to allocate resources
to the entire cluster.
 Treat servers as stateless.

BETSOL Capabilities
Help Desk, Infrastructure Management Support, and Contact Center

BETSOL Managed IT Services Capabilities Breakdown
24x7x365 ITIL ITSM aligned solution offering and capabilities
Help Desk
Incident Management
Problem Management
Event Management
Configuration Management
SLA Management
Change Management
Solution Portal
Organization Functional Area Domain Subset Description
Infrastructure
Services
Infrastructure and
Network
Operations
Cisco Stack
Routing
Implement, support, manage,
and administer enterprise
server and network systems in
a multi-site/multi-tenant
environment. Maintain high
volume, high availability
worldwide servers, network
equipment, and data center
environments.
Switching
Firewall
Avaya Stack
Unified Communications
Contact Center
Networking
Virtualization
VMWare
Citrix-Xen
Protocols
DHCP, SIP, H.323, FTP, SFTP,
SMTP, HTTP/S, Telnet, SSH, NTP,
Cisco
Monitoring
Solarwinds
Zabbix
Support Services
Technical Support
Microsoft Stack
Windows Server
ITIL aligned, chat and voice
support to international
clients, manage to SLAs and
escalation processes
Windows
Active Directory
Office 365
SharePoint
Lync
Outlook
Application/Desktop Support
Citrix Stack Support and Maintenance
Customer Support
Chat Billing, Invoicing, Scheduling,
Waivers, Certifications, Windows,
Mac
ITIL aligned, chat and voice
support to international
clients, manage to SLAs and
escalation processes
Email
Voice

We offer much more than just staffing. Our services are comprehensive and will
drive your organization to best-in-class solutions, processes, and results.
BETSOL Infrastructure Support Services Overview
 24x7 support with automation,
monitoring, and proactive operations
 Top technology solutions including
Solarwinds, Zabbix, and VeeamOne to
identify issues before they impact
business processes or end users
 Architectural thought leadership, with
expertise in end-to-end virtualization,
Cisco UCS, removal of single-points-of-
failure, all while reducing cost
Standard Enhanced Premium
Staffing   
Operations Manager   
Best Practice Analysis and Recommendations   
Managed Infrastructure  
Managed Knowledge Base  
Quality Assessments  
Best-in-Class Processes and Tools  
Developed and Managed Training  
Developed and Managed KPIs 
US Based Resources O
Custom SLAs O
Dedicated Account Manager O

BETSOL Infrastructure Support Services
BETSOL infrastructure support
services provide personnel,
technologies, best practices, and
automation to support your
employees and systems.
Your systems,
infrastructure,
and cloud services.Your employees
and users
Reduce infrastructure support costs while increasing efficiency, automation, and uptime.

BETSOL Technical and Customer Support Services
BETSOL provides
personnel, technologies, best
practices, and automation
to support your customers.
You
Reduce customer support costs while increasing customer satisfaction.
Support request for
your processes,
products,
and services.
Your
valuable
customers
BETSOL white
label services

Contact
Justin Gesso
Director
Product Marketing & Strategy
(720) 244-7906
justin.gesso@betsol.com
Ashok Reddy
Vice President
Business Development
(720) 452-6577
reddya@betsol.com

Betsol Introduction Pack - 2016

Recommandé

Recommandé

Contenu connexe

Tendances

Tendances (16)

En vedette

En vedette (7)

Similaire à Betsol Introduction Pack - 2016

Similaire à Betsol Introduction Pack - 2016 (20)

Dernier

Dernier (20)

Betsol Introduction Pack - 2016