ISON Technologies is a leading IT services provider in the Middle East, Africa, and India with over 500 employees worldwide. They offer a wide range of services including consulting, systems integration, application maintenance, data center and cloud services, IT infrastructure management, cyber security solutions, and more. They have a marquee client base across many industry verticals and have received several awards and recommendations for their work. Their case studies demonstrate solutions for clients such as Airtel, Etisalat, ENOC, and the General Pension and Social Security Authority of the UAE.

1. 15 September 2016
ISON Technologies Overview

2. Who We Are
2copyright ©2016. All rights reserved. ISON Technologies
Leading IT services provider in
Middle East and Africa with strong
delivery presence in India
An ISO 27001:2013 & 9001:2008
certified organization

3. Marquee Client Base Across Industry Verticals
3copyright ©2016. All rights reserved. ISON Technologies
500+ employees Worldwide Clientele

4. Wide Service Portfolio
4copyright ©2016. All rights reserved. ISON Technologies
A leading IT service provider offering systems
integration, managed services and strategic
outsourcing in Middle East, Africa and India.
Our offerings & vertical focus
Consulting
Services
Systems
Integration
Application
Maintenance
Services
Data
Center
Cloud
Services
IT Infrastructure
Management
Services
Cyber Security
Solutions
Managed
Services
Business Analytics
& Information
Management
Customer
Experience
Management
We are ISO 27001:2013 and
9001:2008 certified organization
Oracle
Solutions

5. We Enable Blue Chip Partners To Deploy And Maintain Their Products and Solutions
5copyrights ©2016. All rights reserved. ISON Technologies
Partners27 countries in
Middle East | Africa| India
Platinum Partners Other PartnershipsDirect Service Vendor

6. Quick On-Boarding through Hub and Spoke Delivery Model
6copyrights ©2015. All rights reserved. ISON Technologies
Regional Hubs Operational Centers
India Center for L2+ & L3
Support on All Areas
Global Hub
Bangladesh
Mauritius
Nepal
Tanzania Uganda Zambia Seychelles
Malawi Rwanda
Sierra Leone Ghana
Niger Congo B Gabon
Burkina Faso Chad Madagascar
GCC Countries
Burundi
Cameroon Congo B
Ethiopia Morocco Senegal
South Africa
Kenya (East
Anglophone)
Nigeria (West
Anglophone)
DRC (Francophone)
Dubai (Middle East)

7. Awards and Accolades
7
Recommendation & Awards
copyrights ©2016. All rights reserved. ISON Technologies
ISON Technologies (erstwhile
MIT) awarded Best Global
Employer Brand 2015 organized
by Employer Branding Institute
World class cup team
award from Standard
Chartered Kenya AVAYA
Project during 2015
Distinguished
Achievement in IT & ITeS
organized by ASSOCHAM
India during IAFS 2015
Top 100 organizations
awarded for NWSM Project
Airtel- Kenya under “Special
Projects category, 2015
ISON Group wins Champions of
Governance award organized
by the Institute of Certified
Public Secretaries of Kenya
during 2015
ISON Technologies receives
the AVAYA “Strategic Win of
the Year Award” at AVAYA
Partner Forum 2016
2015
2016
2014
GPTW Nigeria -Bright Spot Award for “Best
Practices” and “CSR” during 2016 for ISON Group
ISON Technologies recommended
in CRM Vendor Guide
Outstanding IT team for NWSM Project
Project organized by Global Excellence
Awards
Best Customer Focus for AVAYA Project
organized by Global Excellence Awards
ISON Technologies (erstwhile MARA ISON
Technologies)awarded Africa Best
Employer Brand organized by Employer Branding
Institute
2013
Top 100
Organizations for AVAYA Project
“My Vodafone app” recommended in
“CSPs in emerging markets embrace CEM
as key service differentiation” 2013Best Technology Vendor Supplier Award- Zimbabwe for
AVAYA project with Telecel Zimbabwe
Avaya contact center partner
of the year

8. Case Studies
8copyrights ©2015. All rights reserved. ISON Technologies

9. ISON PROVIDED AIRTEL WITH RESOURCES TO HANDLE REQUIRED REQUESTS AND TASKS WITHIN
DESIGNATED REQUIREMENTS FOR EFFICIENCY
9copyrights ©2016. All rights reserved. ISON Technologies.
Source: ISON Group
• 12x5 daytime support
• 24x7 critical IT infrastructure
support
• 3 regions, 17 countries, 46
locations 7,000 end users
• End user device, network &
security, server & storage
systems, client apps
• Centralised helpdesk: English &
French
Operational overview
• High operational costs
• Multi-location and multi-
lingual support
• Low operational efficiency
• Varied workforce and
diversified technology
devices
Client challenges
• Deployed over 100 NWSM +
18 Help Desk Resources
across Africa on a Hub
based competency model
• Handling monthly ticket
volume of 10,000+
• SLA based delivery model
ISON Solution
• Standardized desktop
environment for varied and
diversified technology and
workforce support
• TAT: 90 % within 8 hours,
90% IMAC within 3
business days
• Reduced operational costs
and increased operational
efficiency
Impact
• Employee desk-side support (hardware & software)
• Enterprise application support (mail, print, active directory,
ERP, etc.)
• Enterprise network support (LAN, WAN, Wi-Fi, routers,
switches, firewalls etc.)
• Enterprise IT security
• IBM took care of all NWSM CAPEX and supported service
provider on OPEX model
• Deployed over 100 FTE's + 18 help desk resources across
Africa on a hub-based competency model
– East Anglophone hub: Kenya
– West Anglophone hub: Nigeria
– Francophone hub: DRC
• 3 Hubs: network L3, server L3, project mgmt, exchange
server SME
– 17 Spokes – L1/L2 network, server, helpdesk and
desk-side support
Partnering service provider
Service
providers
Solution
contri-
bution
Solution composition

10. ISON TRANSFORMS CUSTOMER EXPERIENCE THROUGH DEPLOYMENT OF UNIFIED, CENTRALIZED AND
AUTOMATED CONTACT CENTER SOLUTION
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Source: ISON Group
• Implementation of AVAYA’s
proactive outreach manager
(POM) and proactive IVR
systems.
• Implementation of AVAYA’s
contact center technology and
managed services throughout 16
call centers.
• Capacity build-up for 3,000 seats
in contact centers throughout
the region.
• Deployment of 10,000 IVR ports
for both incoming & outgoing
service calls.
Operational overview
• Unify and centralize customer
experience for subscribers in
various locations and ensure
consistent delivery of services
across 16 countries
• Empower call centre agent to
serve end-customers better
• Reduce operational costs in
managing legacy systems
• Enhance the reporting
capability of the systems to
generate reports as desired
• An automated service delivery
mechanism to reduce the
overall response time
• Centralize and manage service
level changes & issues on
24*7*365 basis
Client challenges
• ISON along with AVAYA
designed and offered
contact center technology
and managed services
solution to reduce costs &
increase the performance
of the legacy systems
residing in silos and
accelerate transformation
of the operator’s customer
service
ISON Solution
• Automated Contact Center
• Integrated IT and BPO
Solution
• Drives Continuous Process
and Performance
Improvement
• Empowered Agent
• Reduced Response Time
Impact

11. MY AIRTEL APP IS A SELF-CARE TECHNOLOGY SOLUTION DEVELOPED BY ISON GROUP RESULTING IN
REDUCED CALL CENTER COSTS, AND CAN BE REPLICATED ACROSS MULTIPLE MARKETS OF A TELCO
11copyrights ©2016. All rights reserved. ISON Technologies.
Source: ISON Group
2013 2013
Self care app, Airtel
• Business Objective
– Save huge costs being incurred
to call centers
– Better CEM and faster resolution
• Challenges
– Multi languages support
– Different back-end systems in
each country
• Outcome
– Different business rules and
integration protocols in each
country
– One single app across 10
countries
– One single dashboard (app
management) for HQ
– Individual dashboard for each
country
Traditional customer care – expensive & ineffective
Top 3 call centre questions
Service
+ Usage
Product
info
Others
40%
20%
10%
Smartphone
3X Feature Phone
1X
CUSTOMER CARE –
CALL TIMES
The cost per call varies from
region to region …
On average a telco receives
about ~4m calls a month per
15m subs
As a result, the cost of customer
care can vary from $8.4m –
$48m
USA
$1.00
India
$0.18
MENA
$0.28
Sub-Saharan
Africa
$0.45

12. MASS RESELLERS SALES AUTOMATION (MRSA) PROJECT SIMPLIFIED AND SECURED ETISALAT'S
REGISTRATION OF MOBILE CONSUMERS
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Source: ISON Group
Criteria Measurement Service Level %
Call answer time Monthly 90% of all calls in 30 secs of call
Call answered Monthly
99% of all calls will be answered
(dropped call will be called back)
Average handling time Monthly 90% of all calls with AHT 15 minutes
Response time (problem
identification and transfer to
appropriate team)
Monthly
90 % of all tickets in 30 minutes from
call handling
Solution descriptionBusiness objective
• To comply with regulations
for end-to-end automation for
electronic registration of
mobile consumers
• Prevent data forgery through
electronic capture of
customer details
• Ensure cost reduction and
efficiencies through
automation process
• Support system based on a
centralized technical
helpdesk giving complete
visibility of operations
4m+ activations until February 2016
• Rugged custom-built tablet with integrated
camera, biometric reader, smart card reader and
passport reader
• Mobile app to capture customer details and
integrate with IT systems
• Mobile device management solution to provide
enhanced security
• Field agents for providing support for the devices
• Service desk to manage all client issues
Device
Remote
server &
device L3
support
Remote
application
L3 support Device
replacement/
troubleshooting
Field level
maintenance
SMB / third
party
Business
centres
POS
L2 onsite
support
Centralised
Helpdesk
Server, app
and device
Secure access to
servers at DC
Email, hotline, Web URL

13. ISON IMPLEMENTED ORACLE EBS FOR ENOC
13copyrights ©2016. All rights reserved. ISON Technologies.
• Referred to as “Tajdeed”
Project meaning “Revival”
aimed at significantly altering
the IT landscape within its 39
active subsidiaries which were
dealing in fuel supply &
marketing , lubricants blending
& marketing, bunkering,
chemicals, trading, refining,
storage , terminal operations,
network retail filling stations,
fuel distribution, petroleum
refinery and other non-fuel
retail businesses.
Operational overview
• Remove Legacy
Customization from Oracle
EBS with Oracle 12 by
leveraging standard
functionality and new
modules in the release
Client challenges
• Successfully re-
implemented the following
Oracle EBS modules in
Release 12.1.3 including
Oracle Financials, Oracle
SCM, Oracle HRMS, Oracle
EAM, Oracle Projects,
Oracle Manufacturing ,
Oracle Property Manager
ISON Solution
• Asset Intensive handling
more than 25,000 Assets
• Future Proof Integrated
ERP Solution with vertical
extensions for the O&G
Industry
• Data capture
standardization
• Cost capture, allocations
and profitability analysis by
various parameters such as
customer, product, activity
etc. to support and
enhance decision making
• Restructuring of inventory
and assets across business
units
• Automation of
intercompany transactions
• Automation of HR
Processes
Impact
ISON (erstwhile GTS ) provides 24X7 SLA based Application support services to ENOC including Oracle Application, Technology &
related infrastructure since 2000
ISON technologies owns majority of GTS

14. ISON IMPLEMENTED ORACLE SOLUTION FOR THE GENERAL PENSION AND SOCIAL SECURITY AUTHORITY
(GPSSA), UAE
14copyrights ©2016. All rights reserved. ISON Technologies.
• An integrated solution that best
suit GPSSA’s Contribution,
Pension / Benefits
Administration, Fund
Management and Back Office
functions based on industry best
practices and helps enhances its
customer service capabilities.
Operational overview
• Integrated packaged
solution which has built-in
features to cater to
processes in the areas of
Contributions, Pension and
Benefits, Finance, Treasury
and Fund Management,
Customer Service and HR &
Internal Payroll.
Client challenges
• Deployed of Oracle
Financial Management , C-
Matics, Oracle Supply Chain
Management during the
first phase.
• Second phase witnessed
implementation of Oracle
HRMS and Universal
Content Management
ISON Solution
• Key integration delivered :
C-Matics – Treasury
module with Oracle
Finance
• Multiple process
automations such as
Oracle CRM Citizen
services, Pension &
Contribution, back office
operations like Finance,
procurement & HR
Impact
ISON (erstwhile GTS ) implemented the modules to the federal entity
over 1.5 years successfully .
ISON technologies owns majority of GTS

15. copyright ©2016. All rights reserved. ISON Technologies.
For more information, contact:
info@isontechnologies.com