SmartConnect-GenesysPS

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Architect / Design / Deploy / Integrate Genesys CIM platform across channes/PBX/apps for enterprises, contact-centres...

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SmartConnect-GenesysPS

  1. 1. © SmartConnect Technologies. All Rights Reserved SmartConnect Technologies Unified Experience Management – Genesys Suite (CxM & UC)
  2. 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. 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. 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. 5. © SmartConnect Technologies. All Rights Reserved Business Consulting Training & Certification Technical Support Professional Services Complete services portfolio EducateSupport ExecuteAdvise Ensuring Success with Expertise
  6. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 27. © SmartConnect Technologies. All Rights Reserved We Serve !!!! Client/Partner Projects: Over 30+ end-clients portfolio, with over 5000+ seats, delivered 24x7
  28. 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. 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
  30. 30. © SmartConnect Technologies. All Rights Reserved UNIFY - IP Portfolio Bridge the Gap
  31. 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. 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. 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. 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. 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. 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. 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
  38. 38. © SmartConnect Technologies. All Rights Reserved Questions !!!
  39. 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.
  40. 40. © SmartConnect Technologies. All Rights Reserved Srikanth SESH Call: +91.98197 12091 sriksesh@smartconnectt.com

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