Avaya Professional Services

Bespoke Solutions & Services

“SNUG prides itself at being able to deliver mission-critical solutions that comprehensively address customer needs and our customers continue to serve as strong references”

ProfessionalServices@snugBusiness Proposal

SNUG Technologies Private Limited | www.snug.in

EnterpriseTechnology Solutions

Communication Solutions & Integrations

Infrastructure & Application

Management Services

Company Overview SNUG Technologies offers the most comprehensive portfolio of call center software solutions allowing your organisation to add functionality when and how you want including: multi-channel contact center, CTI integration, Interactive Voice Response, Operator attendant consoles, Call recording and Quality monitoring, Helpdesk, CRM, Knowledge base product offerings and more. We help your customers reach you Anytime, Anywhere, Anyhow!

Business Alliances

Leaders in Contact Center Technology

SNUG is committed to be the leader and innovator of enterprise transformation services and become the preferred partner for ICT solutions that enable a differentiated business value. 3

More About Us… SNUG prides itself at being able to deliver mission-critical solutions that comprehensively address customer needs and our customers continue to serve as strong references…

Our Technical Expertise

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Application Development, Integrations & Contact Center Implementations

Avaya Service

s

5+ years of strong expertise delivering Avaya Professional Services incl. Custom CTI Agent Dashboards,

CRM Integrations and Self Service Automations

Delivered critical POC’s e.g. Avaya Scopia Integration with Avaya Contact Center

Team with skills on Web, Telephony (CTI) and

Backend integrations

24x7 Support Team

CRM Connectors for Sales force, Microsoft Dynamics,

Siebel etc…

Avaya IPOCC Web based Agent Desktop

Automated Voice Survey on Avaya IPOCC

Business Proposal

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Professional Services

• Multimedia Contact Center Implementation• Voice Self Service Application development for Interactive automation & handling of contacts• Computer Telephony Integration (CTI) Connectors• Middleware & Backend Integration Connectors• Custom application development services• Helpdesk – Ticketing Solution for ensuring benchmarking customer services

Hosted Contact Center Services

• Automatic Call Distribution (ACD)• Interactive Voice Response (IVR)• Proactive Outbound Dialer• Computer Telephony Integration (CTI)

Case Studies – Eastern Bank Limited, Bangladesh

OverviewEastern Bank Limited (EBL) is one of the modern, fully online and technologically superior private commercial Banks in Bangladesh

RequirementEBL had a requirement of implementing the benchmarking Avaya Aura Experience Portal – IVR Self Service platform for handling the inbound customer banking queries incl. Savings/Current Account Balance, Credit Card Balance, Loans and Fund Transfers.

ComplexityEBL’s backend systems Incl. Oracle Universal Banking System (UBS) and Tieto Enator – Card Management System (CMS) had to be integrated via the ISO 8583/1993 socket communication - Financial transaction card originated messages that typically travel from a transaction acquiring device, such as a point-of-sale terminal or an automated teller machine (ATM), through a series of networks, to a card issuing system for authorization against the card holder's account.

Interactive Voice Response Application – Avaya Orchestration Designer

Case Studies – S&G Lock Automation

New Assignment

The task requires the field technician to open the ATM

Cash Vault - which can be accessed only with a unique

OTC Code

Call the IVRThe field technician calls a Toll Free number to authenticate and request for the OTC Code

for the ATM

For ATM maintenance and cash transit operators three factors determine efficient performance:

• Time it takes for ATM technicians to retrieve the Secure One Time Combination (OTC) codes to unlock each machine on their route

• Number of machines each technician can service per day with Service Level Agreements• Cost & Efforts involved in manual dispatch of Secure OTC Code that must be maintained to

securely facilitate this access 24x7x365.

With constant pressures to do more with less, the challenge is to improve all three simultaneously.

ApprovedAfter 3-Level of secure

authentication and validations, the OTC Code is

retrieved and shared with the technician.

• Secure TPIN Authentication• A pending ticket for cash

loading / bottom hatch fault exists for ATM

Case Studies – MasterCard Lounge Access IVR (Hosted)

OverviewMasterCard Incorporated (NYSE: MA) is an American multinational financial services corporation headquartered in the United States. Throughout the world, its principal business is to process payments between the banks of merchants and the card issuing banks or credit unions of the purchasers who use the "MasterCard" brand debit and credit cards to make purchases.

RequirementIn MasterCard’s continuous efforts to improve operational efficiency, strengthen competitive differentiators, provide secure and efficient Lounge Access Management Services and ensure customer satisfaction; MasterCard had a requirement of implementing an automated Voice based Self Service Solution as failover medium for providing access to MasterCard customers at premium lounges across various Domestic & International Airports.

Interactive Voice Response Application – Avaya Orchestration Designer

Case Studies – Automated Surveys on Avaya IPOCC

OverviewKonga.com is Nigeria’s largest online mall, launched in July 2012 and became the engine of commerce and trade in Africa. Konga.com serve a retail customer base that continues to grow exponentially, offering products that span various categories including Phones, Computers, Clothing, Shoes, Home Appliances, Books, healthcare, Baby Products, personal care and much more.Self-Service Voice

Survey On Avaya IP Office Contact Center Requirement10% Callers are automatically selected and are called automatically for a Self-Service Survey Caller are prompted with multiple questions and its response will be stored in the database for reporting purposes. Agent Id with whom caller has interacted also be stored in the database for reporting purpose.

Self Initiatives – Video Contact Center on EMC & Scopia

OverviewV!DEOCC – Video Contact Center Solution lets you go face-to-face with your customers, thereby giving an overwhelming personal touch in each interaction and making it an opportunity to discover the business you have every time a customer contacts you.

V!DEOCC

Extends your existing infrastructure to provide amazing video, voice and content collaboration capabilities that dynamically adapts to almost all devices and networks.

Self Initiatives – Web based Agent Client for Avaya IPOCC

OverviewWeb based Agent Client helps you overcome the limitation of Avaya IP Office Contact Center Solution to work on Microsoft Windows based user machines, and provides flexibility to use your favourite web browser or Mobile/Handheld device that support HTML 5 and JavaScript.

Built on latest technologies and architecture the solution can be easily extended to integrate with your existing backend systems using standard JDBC/ODBC, HTTP/XML, SOAP, REST, JSON based API.

Let’s Begin

SNUG TECHNOLOGIES PVT. LTD.www.snug.in