Contenu connexe
Similaire à SmartConnect-GenesysPS (20)
SmartConnect-GenesysPS
- 2. © SmartConnect Technologies. All Rights Reserved
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
- 3. © SmartConnect Technologies. All Rights Reserved
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).
- 4. © SmartConnect Technologies. All Rights Reserved
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
- 5. © SmartConnect Technologies. All Rights Reserved
Business
Consulting
Training &
Certification
Technical
Support
Professional
Services
Complete
services
portfolio
EducateSupport
ExecuteAdvise
Ensuring Success with Expertise
- 6. © SmartConnect Technologies. All Rights Reserved
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
- 7. © SmartConnect Technologies. All Rights Reserved
End-2-end UIM OfferingUnifiedInteractionManagement
Solutions
Audit&Re-engineering
OutsourcedUIMOperations
Implementation,Training&Go-live
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
- 8. © SmartConnect Technologies. All Rights Reserved
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
- 9. © SmartConnect Technologies. All Rights Reserved
Go live
Solution
Configuring/
Customize
Strategy
Solution
Blueprint
Identify and analyze
my business problem
Consulting capability
around domain and IPR
RISINGEXPECTATIONS
MORECOMPETENCIES
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
- 10. © SmartConnect Technologies. All Rights Reserved
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
- 11. © SmartConnect Technologies. All Rights Reserved
Services Apps Frameworks
Licensed ApplicationsCustom Development
Delivery Methodology
Consulting / Domain-led Value Study
End-2-End Services
Value Scoping
- 12. © SmartConnect Technologies. All Rights Reserved
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
- 13. © SmartConnect Technologies. All Rights Reserved
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
- 14. © SmartConnect Technologies. All Rights Reserved
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
- 15. © SmartConnect Technologies. All Rights Reserved
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.
- 16. © SmartConnect Technologies. All Rights Reserved
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
- 17. © SmartConnect Technologies. All Rights Reserved
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
- 18. © SmartConnect Technologies. All Rights Reserved
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)
- 19. © SmartConnect Technologies. All Rights Reserved
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
- 20. © SmartConnect Technologies. All Rights Reserved
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
- 21. © SmartConnect Technologies. All Rights Reserved
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
- 22. © SmartConnect Technologies. All Rights Reserved
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
- 23. © SmartConnect Technologies. All Rights Reserved
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
- 24. © SmartConnect Technologies. All Rights Reserved
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
- 25. © SmartConnect Technologies. All Rights Reserved
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
- 26. © SmartConnect Technologies. All Rights Reserved
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)
- 27. © SmartConnect Technologies. All Rights Reserved
We Serve !!!!
Client/Partner Projects: Over 30+ end-clients portfolio, with over 5000+ seats,
delivered 24x7
- 28. © SmartConnect Technologies. All Rights Reserved
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
- 29. © SmartConnect Technologies. All Rights Reserved
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
- 31. © SmartConnect Technologies. All Rights Reserved
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
- 32. © SmartConnect Technologies. All Rights Reserved
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
- 33. © SmartConnect Technologies. All Rights Reserved
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
- 34. © SmartConnect Technologies. All Rights Reserved
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
- 35. © SmartConnect Technologies. All Rights Reserved
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
- 36. © SmartConnect Technologies. All Rights Reserved
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
- 37. © SmartConnect Technologies. All Rights Reserved
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
- 39. © SmartConnect Technologies. All Rights Reserved
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.