Customer experience

is critical to your business

How customers
experience your
brand determines
how customers
remember your
brand.
 Customer
Customerexperiences
experiencesmatter.
matter.They
Theyare
areaacrucial
crucialdifferentiator
differentiatorininthe
the
marketplace.
marketplace.ItItisisessential
essentialtotoprovide
providecustomers
customerswith
withconsistent
consistentand and
persuasive
persuasiveexperiences
experiencesacross
acrossallalltheir
theirtouch
touchpoints.
points.

Get
Get the
the experience
experience right.
Delivering
right.
Deliveringbrand
brandpromise
promisemeans
meanscreating
creatingbrand
brandvalue.
value.
 At Aegis, we deliver the customer experience seamlessly.

we cover the entire spectrum of

customer experience management.
We analyze, identify, develop, build and manage - basically put your customers first.
 CUSTOMER LIFECYCLE MANAGEMENT

Outsource your
Aegis CLM services are organized around centers of excellence in the key
verticals of Telecommunications, Banking & Financial Services, Travel &
Hospitality, Healthcare, Energy & Utilities, Technology, Retail and
E-commerce. We work with market leaders in each of these industries
and have built a reputation that has propelled us consistently up the

customer management
Gartner Magic Quadrant for Customer Management Contact Center BPO.

to grow lifetime value. Data

Management

Customer
Collections
Prospecting

TOTAL
Retention CUSTOMER Customer
Management LIFECYCLE Acquisition
MANAGEMENT

Customer Care /
Maintenance Activation /
Customers expect to interact with brands through a multitude of + Order Processing
channels, from the telephone, to e-mail and chat, on social media, and Tech
even face-to-face in retail, at events, or at their own doorstep. Providing Support Cross-Sell /
consistent brand experience across all channels, monitoring the quality of Upsell
those interactions, and building greater affinity between the customer and
brand by delivering experience that differentiates brands from their
competition is a key set of challenges that organizations face. Aegis
brings its commitment to customer experience management to fruition
through an integrated multichannel customer contact service offering. Our
customer contact centers are equipped to handle voice, mail, chat, and
social media monitoring and engagement tools that are state-of-the-art.
We have 44 centers in 9 countries including the UK, India, and Malaysia
and can provide a solution for all major markets that is the optimal mix of
cultural affinity and cost arbitrage. Our CLM services follow the Quality
Process Optimization designed by COPC for Aegis which drives
improvements in CSAT, Sales, Cost, and Compliance.
 SOCIAL MEDIA MANAGEMENT
Creating seamless
customer experience
through social media.
Most organizations strive to provide superior Consumer Experience, and the
complexity of providing a consistent and differentiated experience is increasing
everyday. The digital medium and social networks have opened up new
possibilities of communication between consumers and brands. The best thing
is that in a way, organizations get closer than ever before to their customers
while remaining a transparent force.
Aegis Social Media solution (Aegis LISAn) can help organizations seamlessly
deploy their social strategy, so that they get right into the conversations about
their brand and make an impact on customer experience. Our framework of
Listening, Interacting, Socializing and Adapting (LISA) is supported and
delivered with integrated offering of Technology, Analytics, Execution and
Domain Capabilities.
LISTEN: Comprehensively listening to conversations on digital mediums and social
networks, answering questions at granular levels.
INTERACT: Engaging with consumers to resolve service issues, answer enquiries, tap
sales opportunities and build relationships.
SOCIALIZE: Enhancing customer relationships by gathering insights and knowing their
needs. Building the influencer community and making them brand advocates.
ADAPT: Strategically implementing social media analytics and intelligence to the overall
brand strategy thereby enhancing customer experience.
Our Offerings
TECHNOLOGY: The proprietary platform tracks and monitors conversation threads
from a large number of streams across various channels such as Facebook, Twitter,
LinkedIn Groups, Google+, Discussion Boards, YouTube, News, Forums, Blogs, Review
Sites, e-Commerce Sites, and other niche sites related to one’s business. The system has
content categorization capability and a self-learning sentiment engine that can prioritize
and send interactions to the right skilled team for response and resolution with inbuilt
CRM capability. The system stores the complete intelligence in a custom made data base
structure for advanced social analytics.
ANALYTICS: Our advanced social media analytics to know the voice of customer, to
create 360 degree view of individual profiles, to know influencers and distractors, provide
insights to improve online brand reputation, brand perception vis-à-vis competition and
to measure campaign effectiveness.
EXECUTION: Managing consumer engagement by resources trained especially on
social media. We manage responses; ensure resolution to complaints, handle enquiries
and tap sales opportunity. Defining best social media practices and standardizing the
existing processes to provide similar customer experience across channels.
DOMAIN CAPABILITIES: Developing Social Media Strategy based on Social Analytics,
suggesting 2-3 years road map along with proactive and reactive social campaigns.
Effectively integrating existing offline campaigns into social media.
 BACK OFFICE SERVICES
Back office services
that make the front
office look good.
Aegis is a third generation back office service provider with the complete suite of
Transaction Processing, Finance & Accounting, Spend Management and Human
Resource services.
Third generation back office service providers are characterized by organizational
design, skills, and attitude that are completely aligned with the demands of customer
centricity that businesses face in the post-recession era.
Several factors come into play in tuning Transaction Processing, Finance &
Accounting, Spend Management and Human Resources so as to optimize the value
driven through the organization to the customer. The most evident factor is efficiency
improvement, which could yield cost savings as high as 30%. Savings of this scale
give CEOs the playroom needed to invest back into customer loyalty and CLTV
enhancing strategies.
The second and critically important characteristic of third generation back office
service providers is agility. Agility in the context of business is easier said than
practiced. Successful business organizations need to be able manage their resources
in real time, which means the ability to ramp up and down teams in anticipation of
demand swings or handling sectoral shifts in load very quickly.
Process
Optimization
Speed & Agility
THIRD
GENERATION
BACK OFFICE
Cost Arbitrage
Service
Orientation
This is the kind of flexibility and agility we bring to our clients and it
arises as much out of the fact that most of our engagements are capex
free as it does on the fact that we give clients access to a robust and
dependable supply pool of talent. The third differentiating attribute of
third generation service providers is service. Service is in the genes of
Aegis, which has delivered customer contact services for the last 30
years. While we operate to pre-agreed SLAs, the service difference
comes through our ability to build and forge strong working
relationships with the retained organization as well as the mindset and
attitude of our employees to get it right the first time.
At Aegis, we are committed to transformational partnerships with our
clients. We believe this comes about by having a vision beyond the
immediate hand-off point. We are acutely aware that the back office is
part of the larger value chain that has our clients’ customers at one end.
Speed, accuracy, agility, cost efficiency are the customer experience
enhancers that you can expect when engaging with Aegis.
Aegis Back Office Services
Transaction Processing Finance & Accounting
Spend Management Human Resources
 ENTERPRISE BUSINESS SERVICES

Bridging the gap

between business
and technology.
Aegis Enterprise Business Services offer services across the lifecycle of the
solution, spanning consulting, implementation, roll-out, upgrades,
enterprise integration and managed services. We offer Rapid Deployment
Solutions based on our expertise and distributed delivery model. We offer
pre-configured industry templates. This includes a network of four wholly
owned and distributed delivery centers, a global talent pool with in-system
expertise, and solution frameworks that greatly enhances productivity and
reliability while reducing costs and risks.

Aegis Enterprise Business Services has strong expertise in key verticals

such as Oil and Gas, Petrochemicals, Energy & Power, Metals & Mining,
BFSI & Transportation Sectors.

Our Solutions
Enhancing profitability and being ahead of the curve is the end goal of any ERP Solutions Web Solutions
enterprise. Efficient and flexible IT systems are the means to this end. An
enterprise solution provider is expected to provide comprehensive solutions
Business Analytics Automation Solutions
which help to make better business decisions.

Aegis Enterprise Business Services help an organization move closer to its

business goals by optimizing business flows, providing actionable
intelligence and enterprise integration. Aegis understands that enterprises
need to unearth ERP value beyond process orchestration. From package
implementation to niche solutions and Decision Support Dashboards, Aegis
Enterprise Business Services offer a variety of solutions that help enterprises
derive strategic value out of ERP investments and compete better.
 ABOUT AEGIS

Sustainable growth
with a soul.
Aegis provides a suite of business management solutions for our clients—from In alignment with our CSR strategy, the Aegis provides a platform to harness the
strategy and design to implementation and execution—that help global brands deliver philanthropic impulses of our entire organization and funnel them into activities that
memorable end-customer experiences. positively impact our planet, its people, and the progress of our communities.

Aegis has a presence in 44 locations across 9 countries and with more than 40,000
employees. Aegis manages the business interactions of over 150 clients from verticals
such as Banking and Financial Services, Insurance, Technology, Telecom, Healthcare,
Travel & Hospitality, Consumer Goods, Retail, E-commerce, and Energy & Utilities.
In recognition of its three decades of leadership and expertise, Aegis has won many
accolades from industry observers, influencers and trade including the “BPO Service
Provider of the Year Award 2016” by Frost and Sullivan (Malaysia) and “Top 10
Outsourcing Service Provider” by ISG
Aegis is an Essar enterprise. Essar is a USD 27 billion conglomerate.
We see our efforts at community and environmental sustainability as being an inseparable
part of expanding our overall experiences paradigm.
Awards & Recognitions
• Aegis named a Top 10 Outsourcing Service Provider by ISG in 2016
• Aegis Positioned as a High Performer in the HFS Research Blueprint on Contact
Center Operations in 2016
• Aegis clinches the Frost & Sullivan Malaysia BPO Service Provider of the Year
Award, 2016 for the Second Consecutive Year

• Aegis is a Leader in the IAOP Global Outsourcing 100 List, 2016

• Gartner recognizes Aegis as a challenger in the Magic Quadrant for Customer

Management Contact Center, BPO

At Aegis, our mission statement of Happy Employees, Happy Customers, and Happy
Shareholders provides a comprehensive perspective that guides our sustainability
strategy. Our sustainability efforts ensure holistic, environmentally friendly,
socio-economic growth for all stakeholders.
Global
Footprint

UK:
> Manchester

Saudi Arabia:
Malaysia:
> Riyadh > Kuala
> Jeddah Sri Lanka: Lumpur (2)
Peru: > Colombo
> Lima India:
> Noida
> Gurgaon
> Lucknow (2)
> Hyderabad
South Africa: > Bengaluru (3)
> Johannesburg > Ahmedabad
> Durban > Pune Australia:
Argentina:
> Mumbai (2) > Melbourne (2)
> Tucumán
> Kolkata (2)
> Córdoba
> Jamshedpur
> Bahía Blanca
> Bhopal
> Mar del Plata
> Srinagar
> Buenos Aires (2)
> Chennai
> Vijayawada
> Chhindwara
> Sivaganga
> Bhubaneshwar
> Dehradun
Global Headquarters
> Karnal
> Thiruvananthapuram (2)
> Shimoga
www.aegisglobal.com | info@aegisglobal.com | Copyright 2016, Aegis Limited. All rights reserved.