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SmartConnect-IT Consulting

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Corporate capabilities around product engineering, tech-support, mobility, voice & speech technologies & other services offered for global clientele, onsite & offshore

Corporate capabilities around product engineering, tech-support, mobility, voice & speech technologies & other services offered for global clientele, onsite & offshore

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  • 1. © SmartConnect Technologies. All Rights Reserved© SmartConnect Technologies. All Rights Reserved SmartConnect Technologies Corporate @ Glance
  • 2. © SmartConnect Technologies. All Rights Reserved© SmartConnect Technologies. All Rights Reserved Corporate Snapshot  SmartConnect Technologies  Genesis – 2010  Focus on Experience Management across channels/verticals  Blended shore delivery models  Full-fledged “managed-services” offering across portfolio  Specializing in delivering “Extended Services”  Staff – 65+  Management Team  Worked with many of the top technology companies  Implemented several ‘Product Lifecycle Management’ and services deals  Structured and managed JVs and partnerships between leading US and Offshore companies  Set-up Indian offshore operations for various US tech-majors  Over 100+ years of collective Unified Interaction Management solutions experience across BPO/BFSI/Retail/Telco etc  Proponents & successful deployments of Private-Cloud architecture
  • 3. © SmartConnect Technologies. All Rights Reserved© SmartConnect Technologies. All Rights Reserved Unified Communications Telecom Business Engineering Information Technologies Synergy
  • 4. © SmartConnect Technologies. All Rights Reserved© SmartConnect Technologies. All Rights Reserved Vision  To be a world class provider of consulting & information solutions focusing in and exploiting the synergies between three core areas of operation, Telecommunications, Information technologies and world class Business Consulting Services.
  • 5. © SmartConnect Technologies. All Rights Reserved© SmartConnect Technologies. All Rights Reserved USP  Innovative solutions as a single-point responsibility from conception ..2.. implementation  Differentiator – Superior Service and expertise of core consulting team  Combination of business & technical consulting services  Expertise in various vertical segments  Exposure to latest tools & technology  Committed to Excellence  Affordable price - quality akin to International players  International expertise, local advantage
  • 6. © SmartConnect Technologies. All Rights Reserved© SmartConnect Technologies. All Rights Reserved Key Focus Areas  Management Consulting  Strategy Development – Organization Business and Operation Strategy  Transformation – Organization Change Management and Governance Model  Operation  Business Development & Sales Support – Due Diligence, Scope, Solution, Estimation, Plan, Financials, Proposition, Client Demo, Deal Negotiation  Program & Project Management – Stakeholder Expectation Management, Collaboration, Diligence and Structure in Plan, Execution, Deliver, Track, Report  Delivery Assurance – Timeline, Milestones, Quality, SLA, Financial  Client Account Management – Contract, Relation, Targets, New Opportunity  Enterprise Consulting  Technology Roadmap & Architecture (NewGen Platform)  Platform Rationalization and Tools (Integration, Optimization, Merger, De-merger)  Product Development (Strategy, Scope, Engineering, Release, Implementation)  Productivity Improvement & Automation (Optimization, Efficiency & Scalability)  Process Consulting  Project Management (Execution Approach, Methodology, Standards, Templates)  Software Engineering (Best practice model for Requirements, Design, Development, Test, Release, Implementation, Support, Migration, Re-Engineering)  IT Governance Process and Workflow  Quality and Compliance (Quality Assurance, Control, Risk & Compliance)  Operations Management (Offshore/Outsource – Maintenance, Remote Infra Management..)
  • 7. © SmartConnect Technologies. All Rights Reserved© 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).
  • 8. © SmartConnect Technologies. All Rights Reserved© SmartConnect Technologies. All Rights Reserved Extended Services Center Flexible Cost Structure Globally Deployable Depth of Skills Lower Attrition Customer Satisfaction Sales Support Services Lead Generation Contract Renewals Presales Emerging Market Services Extended Services Center (ESC) Implementation Support Services Performance Integration Migration Reporting Engineering Support Services QA Custom Releases Expanded Platforms Technical Support Services Defined Customer Set Enable Channel SE Productivity Custom Releases Strategy Services
  • 9. © SmartConnect Technologies. All Rights Reserved© SmartConnect Technologies. All Rights Reserved Strategic Guidance  Strategy Development – Organization Business and Operation Strategy  Transformation – Organization Change Management and Governance Model  Operation  Business Development & Sales Support  Program & Project Management  Delivery Assurance  Client Account Management
  • 10. © SmartConnect Technologies. All Rights Reserved© SmartConnect Technologies. All Rights Reserved Product Engineering  Product Design & Delivery  Process Management  SoA Architecture  Messaging & Queuing  Third-party apps integration (mashup)  Business Intelligence / Dashboards  Our Portfolio – IP Frameworks  BPM Tools  End-2-end BPM tool  CASE/Ticketing management  Content/Knowledge Management  Framework to deliver end-2-end applications  Capture-2-deliver, with seamless integration across portals  Mobility Framework  Mobile Device Management  Access Control/Provisioning  Billing & Validation  UNIFY (Adjunct suite - Genesys)  SmartDesk - Thin-client (browser-interface) CRM with telephony integration  SmartQM – Quality Monitoring & Score-carding  SmartInsight – Operations & Business Reporting  SmartQ – Virtual Queue Management & Call-back handling  SmartREC – Screen Recording  SmartUTIL – Various operations tools for effective management  SmartAdvice – Real-time SUP advisory management  SmartMobi – Mobility Interface
  • 11. © SmartConnect Technologies. All Rights Reserved© SmartConnect Technologies. All Rights Reserved Contact-Centre & Unified Comm.  Key Offering  Cloud-Computing/Virtualization  Multi-site/PBX integration  Enterprise-apps collaboration  IVR self-service (Genesys, Nuance)  Speech Technologies (Nuance, Loquendo, TellMe)  Network/Enterprise routing  Multi-channel Integration (Email/Chat/Co- browse/ATM/Kiosk)  Enterprise Apps Integration  Mobility / Conferencing  Payment Gateway / Card Process – Integration  Reporting/Dashboard/BI  Facility Management  EMEA  Telenet, Belgium  Safaricom, Kenya  Warba Bank, Kuwait  Kuwait Inv. Bank, Kuwait  Masraf Al-Rayyan, QATAR  Serco, Dubai  IST Networks, Egypt  INDIA  Bharti Airtel  TCS - BPO  Serco BPO  Aditya Birla Minacs  Hewlett-Packard  Wipro Technologies  Eureka Outsourcing  Onkar Infotech  XcelServ
  • 12. © SmartConnect Technologies. All Rights Reserved© SmartConnect Technologies. All Rights Reserved Messaging, SoA, Web Services  Multi-vendor apps integration  Messaging & Queuing  Enterprise Apps  Banking / Insurance  CRM (Microsoft, Salesforce, Siebel)  ERP (SAP, Oracle)  EMEA  Telenet, Belgium  Safaricom, Kenya  Masraf Al-Rayyan, Qatar  Warba Bank, Kuwait  Kuwait Inv. Bank, Kuwait  ASEAN  Bharti-Airtel, India  TCS BPO, India  Serco BPO, India  Minacs BPO, India  WIPRO, India  HP, India  Religare Securities  AXIS Securities  Jet Airways  IBM-Daksh
  • 13. © SmartConnect Technologies. All Rights Reserved© SmartConnect Technologies. All Rights Reserved Mobility Applications  Consulting  Solutions architecture, Value propositions  Product conceptualization, architecture and management  Architect & Deliver  Enterprise Applications/Solutions  Multi-channel integration  Enterprise-Apps Integration (using Middleware)  Business Intelligence  Vertical Focus  Retail (Enquiry, Ordering, Inventory, SCM ….)  Healthcare (Patient Survey, mHealth….)  Education (mLearning, Online tests…)  Manufacturing (SCM, Ordering, Financials…)  Contact-centre/UC apps  INDIA  Leading University  MeritTrac  New Holland Fiat  Recent Projects  Learning & Development  Mobile Assessment  Retail Merchandising / Survey  Supply-Chain Automation  Mobile Marketing Platform  Content delivery platform  Integrators to 3rd party ERPs/SCMs/CRMs  Portfolio – IP  Device Management  Policy Management  Content & Knowledge Management  Collaboration  SCM for Retail  Distribution and Route Accounting  Field-force management  Learning & Development  Assessment Framework  Survey (Retail/MFG…)
  • 14. © SmartConnect Technologies. All Rights Reserved© SmartConnect Technologies. All Rights Reserved Business Intelligence  Products experience  Hyperion / Brio / Crystal Reports / Microsoft  Key Capability - BI  Master-Data Management  Dashboards  Multi-data integration  ETL (Query/ Analysis / Reporting)  Information Delivery (Auto-routing based on priorities)  BhartiAirtel, INDIA  Cloud-consolidation  ETL/Dashboard  Information Delivery  KPI-metrics  Various BPO projects  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)  SmartInsight (IP Tools)  Proprietary set-of-tools (reports/dashboards/metrix) for contact-center operations  Inbound/Outbound/IVR portfolio  Integrated ETL tool to configure operational data-management
  • 15. © SmartConnect Technologies. All Rights Reserved© SmartConnect Technologies. All Rights Reserved Application Management /Outsourcing  Our offshore centers help organizations slash their software application management costs by 40% while increasing service levels, availability and uptime.  The benefits of our dedicated AMO include:  Reduced costs  Greater availability of mission- critical business applications  Consistent monthly reporting using agreed-upon metrics (SLA)  Enhanced support, improved quality, full documentation  The savings and efficiency of our AMO services make 4th Source the in-source for outsourcing.
  • 16. © SmartConnect Technologies. All Rights Reserved© 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
  • 17. © SmartConnect Technologies. All Rights Reserved© SmartConnect Technologies. All Rights Reserved Methodology Highlights Best Practices Customer Benefits On Time Within Budget Desired Functionality System Buy- in Continuous Value Customer & User Involvement * * Management of Requirement Creep * * * Rapid Change Incorporation * * * Requirement Tracing * * Synchronous Design & Development * * Structured / Modular Approach * * Quality Assurance & Testing * Project Planning & Management * * * * * Facility Management * * *
  • 18. © SmartConnect Technologies. All Rights Reserved© 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
  • 19. © SmartConnect Technologies. All Rights Reserved© 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
  • 20. © SmartConnect Technologies. All Rights Reserved© SmartConnect Technologies. All Rights Reserved What we Guarantee High productivity Quality On-time Delivery Cost Advantage Responsiveness IPR Security Copyright & Patents
  • 21. © SmartConnect Technologies. All Rights Reserved© SmartConnect Technologies. All Rights Reserved Branding “A global brand, not about choosing us over competition; it's about getting our prospect to see us as the only solution."
  • 22. © SmartConnect Technologies. All Rights Reserved© SmartConnect Technologies. All Rights Reserved We Serve !!!! Client/Partner Projects: Over 30+ end-clients portfolio, with over 5000+ seats, delivered 24x7
  • 23. © SmartConnect Technologies. All Rights Reserved© 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
  • 24. © SmartConnect Technologies. All Rights Reserved© 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 This would never have been done without your massive support and cooperation since our first engagement last year. Many thanks to you and your team. Hoping we continue like this progress in future projects Project Director – Leading BPO in Egypt
  • 25. © SmartConnect Technologies. All Rights Reserved© 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
  • 26. © SmartConnect Technologies. All Rights Reserved© SmartConnect Technologies. All Rights Reserved Questions !!!
  • 27. © SmartConnect Technologies. All Rights Reserved© 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.
  • 28. © SmartConnect Technologies. All Rights Reserved© SmartConnect Technologies. All Rights Reserved Srikanth SESH Call: +91.98197 12091 sriksesh@smartconnectt.com