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SmartConnect Technologies
Unified ExperienceManagement Genesys Suite(CxM & UC)
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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
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Management Team Srikanth SESH Founder & CEO
Over 20+ experience in TMT space, 10+ years of entrepreneurialventures
Led various start-2-growth ventures successfully
Involved in various funding rounds over $10m for various start-upventures(recently Jafco Asia-Consilium)
Instrumental in setting up Indian operations of
Genesys/Greenplum/Premiere Global Services thru a BoT initiative(iSmart Panache) 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 Led successful GTM of Genesys practice, awarded best-JAPAC partner
in 2009
Entrepreneur (4 start-ups), builder (3 M&A/JVs) and change agent (5turnarounds).
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Execution GroupSeetha Raman Practice Director
Over 15+ years of contact-centre consulting & operationsdeliveryLast 5 years in delivering complex Genesys roll-out in
India/global marketsLed tech-driven initiatives, to create a unique delivery model(virtualization / cloud computing)Rapid-delivery model, enabling clients to go-live within 30daysGenesys-in-a-box concept for rapid adoption, in Indianmarkets (Serco/Vertex)Delivered high-end consulting work for AlcaLu/Genesys onvarious strategic projects/initiatives (Bank Danamon/BhartiAirtel)
Senthil Kumar General Manager
Over 15+ years of experience in various Contact-centretechnology roll-outOver 6+ years of Genesys PS exposure, delivering solutions forTelco, BPO, Enterprises across globeInvolved in hosted-CC roll-out for Genesys/TATAConsulting & Solution delivery for etc.Heads day-2-day technical roll-out & support for all projectsAdityaBirla Minacs, Telefonica, MTN Network, EDF Energy,Emirates
Natarajan General Manager
Over 12+ years of experience in various contact-centretechnology roll-outOver 4+ years experience in private-cloud deployment ofGenesys, for over 8+ locations of AdityaBirla Minacs (first ofits kind in India)Delivered custom-process/solutions based on Genesys & otherintegrated environ for clientele globallyDeveloped a wide-range of adjunct solutions across Genesysplatform 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 ManagerOver 10+ years of experience in contact-centre solutionsdeployment, operations management & pre-sales activitiesOver 4+ years of consulting & solutions delivery for
Safaricom, AdityaBirla Minacs, Serco, Vertex, BhartiAXA,Emiratesetc.Enabled Bharti-Airtel roll-out to stabilise @ FirstSource(Airoli)Involved in solution consulting, architecture revamp enablingclients to move to a cloud-deployment platformHelped OSCC operations streamlining process, as part ofHosted CC rollout of Genesys
Pintu Pal Technical ManagerOver 8+ years of experience in contact-centre solutionsdeployment deployment, operations management & pre-sales
activitiesHandled Genesys rollout for Telcos, Banks, FI across SouthAsia for over 4 yearsExtensive exposure to apps development & integrationprocess across Genesys & back-end enterprise applicationsSuccessfully delivered BI/DW reports for Telcos for Hosted CCenvironments
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BusinessConsulting
Training &Certification
TechnicalSupport
ProfessionalServices
Completeservicesportfolio
EducateSupport
ExecuteAdvise
Ensuring Success with Expertise
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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
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End-2-end UIM Offering
UnifiedInteractionManagement
Solutions
Aud
it&
Re-engineering
Outsourc
edUIM
Operations
Implementat
ion,Training&Go-live
Consulting & Process Architecture
Facility Management
Multi-media
Contact Centre
CTI/CTMEnterprise Apps
Integration
Self ServiceSolutions
MobilitySolutions
Outbound VoiceAgent / Self-
assist
Reporting & BizIntelligence
Suite
Advanced
Speech
WFM / WFO
Solutions
Social MediaApplications CollaborationApplications EnterpriseApplications
Contact CentreSolutions
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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 customersbelong and have deployed industry-specific solutions
Business Analytics
Virtualization /
Cloud Computing
Verticals & Solutions
Value Delivered
Expert & experiencedteam of professionalServices consultants
andtechnical support
specialists
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Go live
SolutionConfiguring/Customize
Strategy
SolutionBlueprint
Identify and analyzemy business problem
Consulting capabilityaround domain and IPR
R
ISING
EXPECTATIONS
M
ORECOMPETENC
IES
Business solutioningCapability, Project /Program Management
Implementation capability,Ongoing Facility Management
Training & other services capability
Define and Designthe solution
Develop as permy definition
Deploy and getme started
Customer expectation Approach Competency
Solutions Approach - Guidelines
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Solution Approach - Phases
explore
1. Define problem with key stakeholders, in-depth interview ofcustomer facing employees at various levels
2. Data assessment, analysis, and financial/operational goals review3. Initial solutions discovery overview
design1. Deep dive on various solutions2. Process Map3. Stakeholder tools and decision definition review4. Feasibility Assessment
present1. Preparation of presentation to decision makers2. Playbook and all materials based on existing reviews,
decision3. Collaborate on forming decisions
operate1. Define project counsel and operating plan2. Update all material as necessary3. Develop detailed playbooks as needed4. Complete engagement
review1. Engage in feedback of engagement2. Define further refinements as needed3. Plan further engagements for ongoing enhancements
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Services Apps Frameworks
Licensed ApplicationsCustom Development
Delivery Methodology
Consulting / Domain-led Value Study
End-2-End Services
Value Scoping
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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
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Business Value Consultative approach
Leverage & Enhance vs.- Rip & Replace Partner in Progress ---- not a vendor
Ability to deploy on large scale keeping in mind businessrequirements, costs, future needs First-ever private-cloud rollout
Leveraged technology adoption, seamless integration withexisting PBX
End-2-End project life cycle management starting fromfor 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
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OnsiteModel
Customerpremises
Dedicated toCustomer
Delivery Location
Resource Allocation
RemoteModel
HybridModel
CustomerStandards
(with minor
changes*)
Delivery Processes
SmartConnectCampus
Shared /Dedicated
ISO 9000: 20000ISO 27001
SmartConnect +Customer Sites
Shared* /Dedicated
ISO 9000:20000ISO 27001
Combination of delivery models to meet customer requirements
Flexible Delivery Models
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Genesys Consulting
CASE Studies
Note: Client projects included here pertains to keyManagement/Delivery team experience in the last 2years including their respective previous assignments.
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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 25+ 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
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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 thesolution 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 BPOs 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
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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. forvarious ongoing prospecting activities
Migration of Aspect/Avaya --- Genesys
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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 (over1000+ 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
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Cybage Leading IT outsourcing organization HQ Pune
Implementing end-2-end technical help-desk solutionfor 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
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Telenet - Belgium Involved in process integration / testing & go-live
support Solution integrated with various switches in the back-
end
HA (redundant) architecture across various locationsin Belgium
IVR design, development & production roll-out
Post-implementation support activities
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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/solutionarchitecting etc. for various ongoing prospecting activities
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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
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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
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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)
l C S l
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DeAtlantic Creative Solutions Signed as Technology Partner for 24 months
Advisory, Infra-setup, CRM Assist in pre-sales process for client Enable client in process re-engineering (BPM) Provide end-2-end contact-centre/UC suite of offering
Facility Management
End-2-end IT outsourcing Networks, Telecom, IT Infra Management Drafting Policies / Procedures / Ecosystem (Security, Access,
Telecom)
Bespoke Apps
Business Intelligence suite Advanced Technologies
Nuance Speech centre of excellence for hosted IVR offering Speech-IVR (Retail/Hospitality/Financial Services)
B k D I d i
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Bank Danamon - Indonesia Program / Project Management migration of Avaya
distributed solution to Genesys Hub-and-spoke deployment with 13 locations
connected through corporate networks
Remote / Home agents architecture
Helped our partner turn-around this complex project,which was under severe delays, to go-live within 9months
Technology Inbound/Outbound/GVP/MCR Integration with external appls WebServices
Payment Gateway integration with OTP/SFA
V BPO I di
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Vertex BPO - India First-ever migration of a global Avaya client to
Genesys Introduced Hub-&-Spoke architecture to enable rapid
deployment & expansion TAT
Over 100+ seats deployed across NCR(Gurgaon/Noida) through a private-network
Designed & delivered thin-client based operationsresulting in significant desktop environ savings
Project rolled-out in AGILE approach
W S !!!!
https://secure.axissecurities.in/home.aspxhttp://telenet.be/5/0/1/nl/thuis.htmlhttp://telenet.be/5/0/1/nl/thuis.htmlhttp://telenet.be/5/0/1/nl/thuis.htmlhttp://telenet.be/5/0/1/nl/thuis.html8/2/2019 SmartConnect-GenesysPS Capability
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We Serve !!!!
Includes past clientele, served by Smartyz
https://secure.axissecurities.in/home.aspxhttp://localhost/var/www/apps/conversion/tmp/scratch_5/http://localhost/var/www/apps/conversion/tmp/scratch_5/Eureka-OSL-Home.aspxhttp://localhost/var/www/apps/conversion/tmp/scratch_5/Pages/index.aspxhttp://www.serco.com/http://telenet.be/5/0/1/nl/thuis.htmlhttp://telenet.be/5/0/1/nl/thuis.htmlhttp://telenet.be/5/0/1/nl/thuis.htmlhttp://telenet.be/5/0/1/nl/thuis.htmlhttp://localhost/var/www/apps/conversion/tmp/scratch_5/wps/wcm/connect/airtel.in/airtel.in/home/http://www.telefonica.com/en/home/jsp/home.jsphttp://localhost/var/www/apps/conversion/tmp/scratch_5/Default.aspx8/2/2019 SmartConnect-GenesysPS Capability
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UNIFY - IP Portfolio
Bridge the Gap
UNIFY S it F k
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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 delivercontent-management, BPM, seamlessly meshed with CEM
SoA based approach, hence enables easy integration toother products & work as a hub & spoke model
SaaS-ready, to provide the much needed impetus tomarket requirements around hosted-offering
Future product-management plan will be defined in thenext Q
UNIFY S it F k
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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 Suite BPMFrameworks
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1. Service Request Platform
2. Case Managementparadigm
3. Configurable- Applicationtemplate
4. Case Management
5. Workflow engine
6. Knowledge managementengine
7. Collaboration engine
8. Secure, roles-basedvisibility for allparticipants
9. Reporting engine10. Rules engine
11. Event Manager
12. Email transmitter/receiver
People
Field Support
CaseHandling Executives
Partner
Systems
Customers
Sales
Distribution
Engineering
Reports
AuditTrail
ReferenceData
Alarms &Notifications
CaseManagement
BusinessRules
KnowledgeBase
Finance
UNIFY Suite - BPMFrameworks
UNIFY S it KM F k
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UNIFY Suite KM Framework1. Content Editor
2. Content Manager
3. Content Approver
4. Content Publisher
5. Configurable- Applicationtemplate
6. Workflow engine
7. Collaboration engine
8. Secure, roles-basedvisibility for allparticipants
9. Reporting engine
10. Rules engine11. Event Manager
12. Email Manager
UNIFY IP Sol tion Portfolio
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UNIFY - IP Solution Portfolio SmartDesk Unified-desktop
with industry-class mashupfeatures
SmartQM Quality Monitoring,& Management tool
SmartMobi Mobility interfacefor remote operations,monitoring etc.
SmartInsight Reporting/BI,
across operational value-chain SmartIVR Pre-set IVR call-
flow framework, for Banks/FIfor IVR self-service withseamless integration to back-end FIN apps.
SmartSAT Survey & SAT toolto enable knowledge-workers &clients to provide feedback onvarious interactions
SmartQ Virtual Q - Call back,voice mail integration
SmartContact Telephonyinteraction tools, SMS,
Payment Gateway & emailintegration SmartMedia- Presence based
applications for social-media &unified communications
SmartCampaign Quick campaign
creation templates integratedwith Genesys SDK
SmartxRM Ready-2-deployCRM toolkits (Telesales,collections etc.)
SmartxPM Process MappingFramework, industry-standardadaptors
SmartCARE On-line Ticketing& Help-desk solution for day-2-day facility management,
trouble-ticketingPS: Various stages of development & roll-out
UNIFY S it R d
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UNIFY Suite Roadmap Agent-desktop (smart-client/web interface) Quality Monitoring & C-SAT tool
Business Process Telesales / Collections / Payments et. Al. Payment Gateway Integration Video Contact-Centre (Kiosk/ATM/3G Apps) CTI Integration Third-party apps
Business Intelligence Agent Productivity Campaign Performance (across locations) On-line performance management tools/metrics
Enterprise Mobility Mobile platform support for various processes Platform support across various OS
Expand offering to Enterprises Seamless integration to contact-centres Ready framework & solution-kit Extended enterprises using UC connect
CONNECT! Edge
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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-NotchSkills
TrueSolutions
End-to-End Solution Delivery & Support
Single point-of-contact for the customer to coordinate alldeliverables, 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 onyou move into new opportunities.
Long-standing relationship assures you of the seamless integration ofsoftware and systems which results in a more stable environment
CONNECT! Edge
Why SmartConnect !!!
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Why SmartConnect !!!
BusinessValue TechnicalDifferentiation
Singular focus onCEM/CIM/UC
The Right People ,
Capabilities & TrackRecord
Market Leadership inIdentified Niche
Global Player withProven Strength
Industry Expertise &Alliances
AdjunctConnectors & Tools
World Class
Professional Services
Flexible DeploymentModels
One-stop solution withManaged Services
Platform
Openness andInteroperability
Questions !!!
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Questions !!!
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SmartConnectOrchestrate | 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 itsassociates/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 anyinformation provided after the date of this presentation.
SmartConnect MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.
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Srikanth SESHCall: +91.98197 [email protected]
mailto:[email protected]://localhost/var/www/apps/conversion/tmp/scratch_5/smartconnectt.wordpress.comhttp://www.facebook.com/pages/SmartConnect-Technologies/121225211288613http://www.linkedin.com/company/1487721mailto:[email protected]Top Related