SmartConnect-IT Consulting

© SmartConnect Technologies. All Rights Reserved© SmartConnect Technologies. All Rights Reserved
SmartConnect Technologies
Corporate @ Glance

Corporate Snapshot
 SmartConnect Technologies
 Genesis – 2010
 Focus on Experience Management across channels/verticals
 Blended shore delivery models
 Full-fledged “managed-services” offering across portfolio
 Specializing in delivering “Extended Services”
 Staff – 65+
 Management Team
 Worked with many of the top technology companies
 Implemented several ‘Product Lifecycle Management’ and services deals
 Structured and managed JVs and partnerships between leading US and
Offshore companies
 Set-up Indian offshore operations for various US tech-majors
 Over 100+ years of collective Unified Interaction Management solutions
experience across BPO/BFSI/Retail/Telco etc
 Proponents & successful deployments of Private-Cloud architecture

Unified Communications
Telecom
Business
Engineering
Information
Technologies
Synergy

Vision
 To be a world class provider of consulting &
information solutions focusing in and exploiting the
synergies between three core areas of operation,
Telecommunications, Information technologies
and world class Business Consulting Services.

USP
 Innovative solutions as a single-point responsibility
from conception ..2.. implementation
 Differentiator – Superior Service and expertise of
core consulting team
 Combination of business & technical consulting
services
 Expertise in various vertical segments
 Exposure to latest tools & technology
 Committed to Excellence
 Affordable price - quality akin to International
players
 International expertise, local advantage

Key Focus Areas
 Management Consulting
 Strategy Development – Organization Business and Operation Strategy
 Transformation – Organization Change Management and Governance Model
 Operation
 Business Development & Sales Support – Due Diligence, Scope, Solution, Estimation, Plan,
Financials, Proposition, Client Demo, Deal Negotiation
 Program & Project Management – Stakeholder Expectation Management, Collaboration, Diligence
and Structure in Plan, Execution, Deliver, Track, Report
 Delivery Assurance – Timeline, Milestones, Quality, SLA, Financial
 Client Account Management – Contract, Relation, Targets, New Opportunity
 Enterprise Consulting
 Technology Roadmap & Architecture (NewGen Platform)
 Platform Rationalization and Tools (Integration, Optimization, Merger, De-merger)
 Product Development (Strategy, Scope, Engineering, Release, Implementation)
 Productivity Improvement & Automation (Optimization, Efficiency & Scalability)
 Process Consulting
 Project Management (Execution Approach, Methodology, Standards, Templates)
 Software Engineering (Best practice model for Requirements, Design, Development,
Test, Release, Implementation, Support, Migration, Re-Engineering)
 IT Governance Process and Workflow
 Quality and Compliance (Quality Assurance, Control, Risk & Compliance)
 Operations Management (Offshore/Outsource – Maintenance, Remote Infra
Management..)

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).

Extended Services
Center
Flexible Cost Structure
Globally Deployable
Depth of Skills
Lower Attrition
Customer
Satisfaction
Sales
Support Services
Lead Generation
Contract Renewals
Presales
Emerging Market
Services
Extended Services Center (ESC)
Implementation
Support Services
Performance
Integration
Migration
Reporting
Engineering
Support Services
QA
Custom Releases
Expanded Platforms
Technical
Support Services
Defined Customer Set
Enable Channel
SE Productivity
Custom Releases
Strategy
Services

Strategic Guidance
 Strategy Development –
Organization Business and
Operation Strategy
 Transformation –
Organization Change
Management and
Governance Model
 Operation
 Business Development &
Sales Support
 Program & Project
Management
 Delivery Assurance
 Client Account Management

Product Engineering
 Product Design & Delivery
 Process Management
 SoA Architecture
 Messaging & Queuing
 Third-party apps integration (mashup)
 Business Intelligence / Dashboards
 Our Portfolio – IP Frameworks
 BPM Tools
 End-2-end BPM tool
 CASE/Ticketing management
 Content/Knowledge Management
 Framework to deliver end-2-end applications
 Capture-2-deliver, with seamless integration across
portals
 Mobility Framework
 Mobile Device Management
 Access Control/Provisioning
 Billing & Validation
 UNIFY (Adjunct suite - Genesys)
 SmartDesk - Thin-client (browser-interface) CRM with
telephony integration
 SmartQM – Quality Monitoring & Score-carding
 SmartInsight – Operations & Business Reporting
 SmartQ – Virtual Queue Management & Call-back
handling
 SmartREC – Screen Recording
 SmartUTIL – Various operations tools for effective
management
 SmartAdvice – Real-time SUP advisory management
 SmartMobi – Mobility Interface

Contact-Centre & Unified Comm.
 Key Offering
 Cloud-Computing/Virtualization
 Multi-site/PBX integration
 Enterprise-apps collaboration
 IVR self-service (Genesys,
Nuance)
 Speech Technologies (Nuance,
Loquendo, TellMe)
 Network/Enterprise routing
 Multi-channel Integration
(Email/Chat/Co-
browse/ATM/Kiosk)
 Enterprise Apps Integration
 Mobility / Conferencing
 Payment Gateway / Card
Process – Integration
 Reporting/Dashboard/BI
 Facility Management
 EMEA
 Telenet, Belgium
 Safaricom, Kenya
 Warba Bank, Kuwait
 Kuwait Inv. Bank, Kuwait
 Masraf Al-Rayyan, QATAR
 Serco, Dubai
 IST Networks, Egypt
 INDIA
 Bharti Airtel
 TCS - BPO
 Serco BPO
 Aditya Birla Minacs
 Hewlett-Packard
 Wipro Technologies
 Eureka Outsourcing
 Onkar Infotech
 XcelServ

Messaging, SoA, Web Services
 Multi-vendor apps
integration
 Messaging & Queuing
 Enterprise Apps
 Banking / Insurance
 CRM (Microsoft,
Salesforce, Siebel)
 ERP (SAP, Oracle)
 EMEA
 Telenet, Belgium
 Safaricom, Kenya
 Masraf Al-Rayyan, Qatar
 Warba Bank, Kuwait
 Kuwait Inv. Bank, Kuwait
 ASEAN
 Bharti-Airtel, India
 TCS BPO, India
 Serco BPO, India
 Minacs BPO, India
 WIPRO, India
 HP, India
 Religare Securities
 AXIS Securities
 Jet Airways
 IBM-Daksh

Mobility Applications
 Consulting
 Solutions architecture, Value propositions
 Product conceptualization, architecture and
management
 Architect & Deliver
 Enterprise Applications/Solutions
 Multi-channel integration
 Enterprise-Apps Integration (using Middleware)
 Business Intelligence
 Vertical Focus
 Retail (Enquiry, Ordering, Inventory, SCM ….)
 Healthcare (Patient Survey, mHealth….)
 Education (mLearning, Online tests…)
 Manufacturing (SCM, Ordering, Financials…)
 Contact-centre/UC apps
 INDIA
 Leading University
 MeritTrac
 New Holland Fiat
 Recent Projects
 Learning & Development
 Mobile Assessment
 Retail Merchandising / Survey
 Supply-Chain Automation
 Mobile Marketing Platform
 Content delivery platform
 Integrators to 3rd party ERPs/SCMs/CRMs
 Portfolio – IP
 Device Management
 Policy Management
 Content & Knowledge Management
 Collaboration
 SCM for Retail
 Distribution and Route Accounting
 Field-force management
 Learning & Development
 Assessment Framework
 Survey (Retail/MFG…)

Business Intelligence
 Products experience
 Hyperion / Brio / Crystal
Reports / Microsoft
 Key Capability - BI
 Master-Data Management
 Dashboards
 Multi-data integration
 ETL (Query/ Analysis /
Reporting)
 Information Delivery
(Auto-routing based on
priorities)
 BhartiAirtel, INDIA
 Cloud-consolidation
 ETL/Dashboard
 Information Delivery
 KPI-metrics
 Various BPO projects
 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)
 SmartInsight (IP Tools)
 Proprietary set-of-tools
(reports/dashboards/metrix) for
contact-center operations
 Inbound/Outbound/IVR portfolio
 Integrated ETL tool to configure
operational data-management

Application Management /Outsourcing
 Our offshore centers help
organizations slash their
software application
management costs by 40%
while increasing service levels,
availability and uptime.
 The benefits of our dedicated
AMO include:
 Reduced costs
 Greater availability of mission-
critical business applications
 Consistent monthly reporting
using agreed-upon metrics (SLA)
 Enhanced support, improved
quality, full documentation
 The savings and efficiency of our
AMO services make 4th Source
the in-source for outsourcing.

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

Methodology Highlights
Best Practices
Customer Benefits
On Time Within
Budget
Desired
Functionality
System Buy-
in
Continuous
Value
Customer & User Involvement * *
Management of Requirement Creep * * *
Rapid Change Incorporation * * *
Requirement Tracing * *
Synchronous Design & Development * *
Structured / Modular Approach * *
Quality Assurance & Testing *
Project Planning & Management * * * * *
Facility Management * * *

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

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

What we Guarantee
High productivity
Quality
On-time Delivery
Cost Advantage
Responsiveness
IPR
Security
Copyright & Patents

Branding
“A global brand, not about choosing us
over competition; it's about getting our
prospect to see us as the only
solution."

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
This would never have been done without your massive support and cooperation since our first engagement
last year. Many thanks to you and your team. Hoping we continue like this progress in future projects
Project Director – Leading BPO in Egypt

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

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-IT Consulting

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