SmartConnect-GenesysPS

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SmartConnect Technologies
Unified Experience
Management – Genesys Suite
(CxM & UC)

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

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).

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

Business
Consulting
Training &
Certification
Technical
Support
Professional
Services
Complete
services
portfolio
EducateSupport
ExecuteAdvise
Ensuring Success with Expertise

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

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

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

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

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

Services Apps Frameworks
Licensed ApplicationsCustom Development
Delivery Methodology
Consulting / Domain-led Value Study
End-2-End Services
Value Scoping

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

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

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

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.

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

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

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)

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
 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

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

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

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

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
 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

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

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

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)

We Serve !!!!
Client/Partner Projects: Over 30+ end-clients portfolio, with over 5000+ seats,
delivered 24x7

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

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

UNIFY - IP Portfolio
Bridge the Gap

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

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

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

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

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

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

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

Questions !!!

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.

Srikanth SESH
Call: +91.98197 12091
sriksesh@smartconnectt.com

SmartConnect-GenesysPS

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