Sensiple is a global provider of customer experience solutions with offices in India, Singapore, Omaha, and New Jersey. The document discusses Sensiple's offerings including consulting, managed services, analytics, contact center solutions, and biometrics. It also provides examples of Sensiple's work with clients and highlights their technology competencies.

1. Our Offices
USA - NJ
Plot No: 9/A15, SIPCOT IT
Park Padur Post
Siruseri, Tamil Nadu 603
103, India
Phone : +91 44 4741 9000
Fax : +91 44 4741 9100
662, Woodlands Ring
Road, #5-226
Singapore 730 662
Phone : 65 6279 1053
USA – OMAHA
13011 Scott St
Omaha, NE 68142
Phone : 402 505 7790
Fax : 402 505 7798
1000 Route 9 North,
Suite 303
Woodbridge, NJ 07095
Phone : 732 283 0801
Fax : 732 283 0489
Fax : 732 283 3775
INDIA SINGAPORE
15
years
Sensiple – Customer Experience Presentation

2. 2
Sensiple Customer Experience Agenda
Customer Experience Challenges
Personalizing the Customer Journey
Orchestrated Customer Experience
Customer Success Stories

3. Sensiple Facts
1999
Founded in US
10+
Domain
Experience
400+
Domain / Tech
Experts
ISO
9001:2008
Quality Excellence
3+
Proprietary
Products
3
Continents –
Customer Presence
Catering to customers
around the world
through a Global
network of offices at
Strategic locations
Omaha
New Jersey
India
Singapore
Sensiple is a global provider of Unified Self Service
Solutions, Contact Center and Customer Experience
solutions in web, mobile and IVR.
Over the last 14 years, we have been redefining
customer experience for millions of people.

4. 49%
of Business
believe
customers will
switch brands
due to poor CX
But….
89%
of customers say
they have
switched because
of poor CX
86%
of customers
say they are
already
paying
While..
CX Challenges
44%
Of Business
believe
customers are
willing to pay
for great CX
Source: Oracle
OpenWorld’s
Insight on
Customer
Experience
The Perception Chasm: Business and Customers are Worlds Apart
 Customer expect client to know them and personalized interaction
to meet expectation
 Many Business.. just getting started with a formal CX initiative
 Social media: A Key Trend Driving CX, but many Businesses are
Playing Catch Up in CX
 Inflexible technology, siloed organizations and systems, limited
budget, and inability to measure performance hinder successes
 Self-service failings, high abandoned rates, long hold times,
repeating information, transfers, missed promises and
unnecessary repeat interactions

5. Transforming Customer Experience to drive loyalty and Increase Revenue
Sensiple’s Customer Experience Framework evolves
on these principles:
 Business Intelligent Mapping: capturing
customers’ experiences throughout the
engagement life cycle
 Orchestrating Customer Experience: Combining
customer feedback, data customer attributes and
contact center interactions to provide holistic
assessment of customer experience
 Financial Impact analysis: to enable the client to
prioritize areas of focus- targeting profitable
customer segments, loyalty programs,
technological and people investments.
Personalizing the Customer Journey
Business Drivers
To Increase Revenue
Competitive Advantage
Process Drivers
Unifying Operations
Integrating CRM
Automation through real
time analytics
People Drivers
Increasing Agent
Productivity
Aligning Agent
Technology Drivers
Multi-Channel Integration
Migration to Speech
Applications
Proactive Services
Backend Integration
Customer
Experience
Business
Transformation

6. Customer Experience Maturity Model
CommonSituation
Siloed Touchpoints
and Channels
Multivendor
technology
infrastructure
FCR is low due to
sub optimal agent
assignment
Fragmented
analytics giving
partial views
Self-service not
effective leading to
channel switching
TouchpointCXOptimization
Improved self-service
Optimal Agent
Routing
Agent Scripting
FCR improvement
Speech analytics for
voice-centric contact
centers
Comprehensive single
view analytics
Workforce
Optimization enacted
MultichannelOptimization
Addition of multiple
channels to same
touchpoint
Customer context
shared across
channels
Agent with blended
channel work
schedules
Soft channel
switching without loss
of context
Self-service context
passed to agents
Journey redesign for
optimal results
Streamlined
journeys leveraging
proactice
notifications and live
communications
Journey-specific
experiences
delivered across
touchpoints
JourneyOptimization
Time
Feature

7. Creation of
Customer
Experience
Framework
Synthesize
Building Framework
Helpdesk ESM CRM
Multi Channel Interaction
Self
Service
Multichannel
Contact
Center
24X7
Support
Omni-Channel Self-Service
Optimize
Self Service
IVR
Analytics
Continuous
Improvement
to be Industry
Leader
Modernize
Knowledge
Management
Omni-Channel Customer Interactions
Consulting VOC/NPS
Contact
Center
Analytics
Personalize Interaction Wow your Customer
Context based
Interaction
Intelligent
Virtual Agent
Predictive
Analytics
Data Driven &
Proactive
Customer
Interaction
Personalize
Interaction
Analytics
Orchestrated Customer Experiences
WFM/QM
Unified
Communication
Voice Biometric
Identity

8. Consulting &
Implementation
•CX strategy Roadmap
•Benchmarking &
Optimization
•Technology
Transformation
•Implementation of CX
roadmap
Managed Services
•Application
Management Support
•Operation
Management Support
•Hosted Services
•Multi-Channel Support
Analytics
•IVR Analytics
•Speech Analytics
•Customer Analytics
•Interaction Analytics
•Predictive Analytics
Contact Center
• Technology Services
• Implementation
Services
• Integration Services
• Operation Services
Biometrics
•Biometrics Consulting
•Self Service Password
Reset
•Biometric Integration
•VAaaS(Voice as an
Authentication
Services)
CX Solutions
•Proactive Notification
•Voice of
Customer(VoC)
•Cloud Contact Center
•Virtual Assistant
•MS Lync adaptors for
Helpdesks, Support
Desks & Contact
Centers
Solutions across the key business functions
Sensiple CX Services at a Glance

9. 100+
Projects Implemented
30+
Customers
4
Continents
14+
Years of experience
10 Mn+
End Customers
Impacted
Why Sensiple– Metricize your ROI
Why Sensiple
9
Strong Customer
Experience
400+
Global Workforce
100 +
Certified CX Resources
25+
CX Skill sets
12+
CX Domain Experience
2 Mn+
Hours of CX Consulting
Experience
Skilled CX
WorkforceSix “Sensible & Simple” reasons to work with Sensiple
Sensiple helps every aspect of their Customer Experience transformation and quantify results delivered
Handling Millions of
transactions across
the world
Relentless
Innovation
Track Record of
Partnerships
Relating to
Customers
Customer
Experience
company
We've designed, built and managed over
100’s of customer experience projects
around the globe
Our solutions handle millions of
transactions every day across various
verticals
Metrics driven
delivery
Metrics driven
Delivery
Leveraging best practices and innovation
to deliver tangible hard and soft savings.
Extensive history of partnerships multiple
vendors to build solution to meet
customer need
Use definitive business logic to deliver a
distinctive customer experience
Delivering solutions to customers through
a metrics driven delivery model that helps
customer’s measure value and see benefits

10. 10
Helped a leading Advertising agency improve lead count
by 30%, by embracing Cloud based Self Service IVR
solution
Largest water company in England & Wales, Sensiple’s
Self Service Solution, reduced average handling time
reduction of 20 seconds per call
For a leading Caribbean Telecom Provider, helped to
create a system to handle its 130mn calls and reduced
contact centre costs by 15%. Achieved a cost-based
payback with the first two years
And we are growing Stronger day by day….
Fortune 500 Company saves $21.9 M over 5 years,
through Sensiple’s Strategic Consulting

11. 11
Customer
Engagements lasting
more than 10 years~
Preferred technology
Partner for NASDAQ
listed
Telecommunications
Provider
Helping
Community health
organizations
embrace High-
Tech security
Working towards a
Health 2020 vision
& using technology
to improve patient
care for citizens in
APAC countries
Deployed Speech
Recognition IVR to a
F500 US diversified
bank, across its
branches all over US
and in 2 continents
Strategic Customer
Experience
Assessment for
F500 & F100
companies
Trusted Relationship Futuristic End-to-End SolutionInnovation
Our relationships are centered on these values….
Large Deployment Thought Leadership

12. Our Clients Speak for Us
”
The whole team has been fantastic, very
committed, dedicated and professional. It
was a great experience.
“
- Leading provider of self-service
automation solutions
”
“
- Leader in IVR platforms and IVR hosting
“
”
The team really worked well with us to hit the
timelines as closely as possible, resolved issues
quickly, etc. It’s been a pleasure working with the
team.
- Provider of on Demand Solutions for Voice Recognition
Applications
“
”
“
”
Sensiple hugely contributed in
implementing CIGNA voice solution on
time with quality.
Sensiple on-site, off shore combination used in our
VXML Confirmation Certification project crunched
the project timeline. We appreciate the long hours
and extreme dedication demonstrated by the team
for accomplishing this critical project.
- America's premier provider of outsourced communication
solutions
I am writing to let you know that the PA LATAM project that you tested moved into production
earlier this week. The team did an excellent job of testing the application. We handed off a clean
and accurate application to the customer. - Top-tier partner to the leading speech and contact center
vendors

13. 13
Technology Competencies
Voice Technologies VXML, SALT, GRXML, CCXML, SSML
ASR / TTS Nuance, Real speak, Telsima, Loquendo
Voice Biometrics engine AGNITIO, ArmorVox, Nuance
Voice Platform HollyConnects, Avaya Voice Portal, Genesys Voice Portal, Voice
Genie, Tellme, Voxeo, MS Speech Server
Languages Java, J2EE, .Net, PHP, TCL, Perl
Databases Oracle, MS SQL server, Informix, MySQL, Phoenix
Contact Center & CTI Genesys, Avaya, Nortel, Genesys CIM, Genesys WFM, Genesys URS,
Genesys OCS
Tools Audium, Avaya Dialog Designer, IR Designer, Genesys Composer &
Genesys Studio
ALL RIGHTS RESERVED 2014 - SENSIPLE

14. Our Offices
USA - NJ
Plot No: 9/A15, SIPCOT IT
Park Padur Post
Siruseri, Tamil Nadu 603
103, India
Phone : +91 44 4741 9000
Fax : +91 44 4741 9100
662, Woodlands Ring
Road, #5-226
Singapore 730 662
Phone : 65 6279 1053
USA – OMAHA
13011 Scott St
Omaha, NE 68142
Phone : 402 505 7790
Fax : 402 505 7798
1000 Route 9 North, Suite
303
Woodbridge, NJ 07095
Phone : 732 283 0801
Fax : 732 283 0489
Fax : 732 283 3775
INDIA SINGAPORE
Thank You