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

Sensiple Customer Experience Agenda

Customer Experience Challenges

Personalizing the Customer Journey

Orchestrated Customer Experience

Customer Success Stories

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.

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

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

Customer Experience Maturity Model C

om

mo

n S

itu

atio

n

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

Tou

ch p

oin

t C

X O

pti

miz

atio

n

Improved self-service

Optimal Agent Routing

Agent Scripting

FCR improvement

Speech analytics for voice-centric contact centers

Comprehensive single view analytics

Workforce Optimization enacted

Mu

ltic

han

nel

Op

tim

izat

ion

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

Jou

rney

Op

tim

izat

ion

Time

Feat

ure

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

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

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 Workforce Six “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

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

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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 Solution Innovation

Our relationships are centered on these values….

Large Deployment Thought Leadership

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

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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

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