Held in cooperation with the NICE User Group (NUG), Interactions 2015 will be packed with valuable content and fun activities. Learn how your organisation can deliver an outstanding customer experience, improve business results, and ensure compliance. Plus, you´ll have a chance to network with NICE experts, customers and industry leaders to share knowledge and best practices.

1. Copyright © Capgemini 2015. All Rights Reserved
NICE Real-Time Solutions
Automate the Mundane for Accelerated Cost Reduction
Adele Every and Javier Yermo
Capgemini (UK)

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Copyright © Capgemini 2015. All Rights Reserved
Client challenges
Q&A
Case Study
Our Plans to Expand
Capgemini Overview

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Copyright © Capgemini 2015. All Rights Reserved
UNDERSTAND how Capgemini and NICE
approach Robotic Automation
LEARN how Capgemini is working with NICE on
client solutions that deliver process efficiencies and
cost savings
TAKE AWAY tips for implementing the NICE Real-
Time Solutions

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Copyright © Capgemini 2015. All Rights Reserved
• Global consulting,
technology and outsourcing
company:
• Headquartered in Paris, France
• Presence in +40 countries
• +143,000 employees
• Global revenue (2014) USD 11.6 billion
• Fast growth in North America
( 21% global revenue share)
• Partnership with major software providers
• Working collaboratively to develop
innovative solutions
Capgemini: Company Overview
LATIN AMERICA
10,268
MIDDLE-EAST
& AFRICA
1,164
NORTH AMERICA
10,384
EUROPE
62,035
ASIA PACIFIC
59,792

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Copyright © Capgemini 2015. All Rights Reserved
Adele Every and Javier Yermo
• Portfolio and Innovation Director
• Specialises in business development and innovation
• Core member of the UK Public Sector Small and Medium Enterprise (SME) Board
• Strong business network across top tier and specialist IT companies
• Previous experience and education:
• Hewlett-Packard
• BA (Hons) in Business Administration
• Business Technology Transformation Consultant
• Specialises in delivering IT-enabled business transformation (CRM, BPM)
• Expert advisor in improving organisational effectiveness and raising performance of IT function
• Sectors: financial, telecommunications and government
• Previous experience and education:
• Atos Origin, KPMG
• MEng (Hons) in Electronic Engineering, MBA

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Copyright © Capgemini 2015. All Rights Reserved
Context: Client Challenges
THE CHALLENGE
Austerity in the Public
Sector and maximising
shareholder value for
the Private Sector
STRATEGIC OBJECTIVE
‘More for less’
Improving customer
experience and operational
efficiency
MAIN ENABLER
Technology
Digital Transformation

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Copyright © Capgemini 2015. All Rights Reserved
Case study: Early savings for future digital services
1. Our client embarks on a
DIGITAL TRANSFORMATION
JOURNEY
3. Joint working
CLIENT BUSINESS USERS,
CAPGEMINI & NICE
4. Live business trial
PROCESS CHANGE &
ROBOTIC APPLICATION
5. Following trial success
EXPANDING ROLL OUT2. Streamline the process
and then
AUTOMATE ITERATIVELY

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Copyright © Capgemini 2015. All Rights Reserved
Case study: Process automation
Customer form Work item queue
Id verification Back office
systems updated
Outcome or
further information
request sent to
customer
Scope of process steps automated
1 2
3 4 5

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Copyright © Capgemini 2015. All Rights Reserved
 570 cases from live queue processed
 On average, robots were three times faster than a human operator
 100% accuracy
 Successful integration with existing IT
Case study: Key outcomes
51%
of work items
fully
completed
by the automation
robots
46%
of work items
generated
business rule
exceptions
and passed to case
worker
3% of cases timed-out due to back-office system delays

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Case Study: Delivery Overview
M1 M2 M3
Map process and
design automation
Develop automation
scripts
Project kick-off
Design
completed
Benefits case definition
Implementation
Benefits
tracking
Implementation
completed
The plan
DISCOVER
Demand
Management
EXPLOIT
Support and
maintenance
AUTOMATE
Solution
Delivery
GOVERN
TECHNOLOGY PLATFORM
The Automation Hub

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Copyright © Capgemini 2015. All Rights Reserved
Case Study: Delivery team
Project Manager
The core team
Business
Analyst
Business
Process Owner
Developers
NICE Consultant Architect
IT Service
Management
•Business process
optimisation
•Automation design
•Automation deployment
•Back-end systems
integration
•DevOps
•Change/Release Mgmt
•Product advice
•Licensing estimation
•Automation script
development
•‘Business Design Authority’
for specific process
Business
Sponsor

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Copyright © Capgemini 2015. All Rights Reserved
Tips & recommendations

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Copyright © Capgemini 2015. All Rights Reserved
Our plans to expand
DEVELOPING A JOINT
CAPGEMINI AND NICE
AUTOMATION HUB
• Full lifecycle services
• Industrialised approach to
deliver robotic automation
solutions at speed
• Underpinned by a
enterprise-level automation
platform
ACTIVELY PURSUING
OPPORTUNITIES WITH UK
CLIENTS
• Joint press release
generated interest across
our accounts
• Marketing and
communications approach

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Q & A

15. Share your thoughts with #NICEi2015 and your feedback using the NICE app
Copyright © Capgemini 2015. All Rights Reserved