Sagas POT

1
Sagas POT

• Possibility
• Opportunity
• Technology

eSEE WG bSEE TF meeting, Budva, 27. September
2006.
2
Saga Valuable Business PartnerFacts and
organization

• Established 1989
• 100 private partnership
• System integrator with strong development
• 300 employees
• 20 million revenue in 2005.
• 450 employees certificates

eSEE WG bSEE TF meeting, Budva, 27. September
2006.
3
Organization structure
eSEE WG bSEE TF meeting, Budva, 27. September
2006.
4
Quality Management System

• Quality Management System
• ISO 90012000 certificate

eSEE WG bSEE TF meeting, Budva, 27. September
2006.
5
Position on ICT market
eSEE WG bSEE TF meeting, Budva, 27. September
2006.
6
ICT partnerships
eSEE WG bSEE TF meeting, Budva, 27. September
2006.
7
Portfolio and References

• Client/Desktop Solutions
• Infrastructure
• Telecommunications
• Contact Centers
• Multi-channel access systems
• Development
• Business Solutions
• Professional Services
• Consulting

eSEE WG bSEE TF meeting, Budva, 27. September
2006.
8
Saga in Telco

• SMIN (Serbian Multiservice Internet Network),
  MIPNET
• Modem wholesale sold 5500 ports
• Internet traffic 3x155Mb/s
• Upgrade FR/ATM backbone network
• IP services email system for over 1 milion
  users
• Multi-channel ASP platform
• Contact Centers
• Fraud management

eSEE WG bSEE TF meeting, Budva, 27. September
2006.
9
eBusiness Department
Focus of interest
eSEE WG bSEE TF meeting, Budva, 27. September
2006.
10
Complete (turn-key) solutions

• CTI solutions
• - over 80 of country's CTI systems (100K
  calls/day)
• - SAGA REGISTROFON, SAGA FAX Server, SAGA GATI
• - ASR and TTS
• Contact Center solutions
• - vendor independent approach
• - largest installations in the country
• - partners with key players in CC field
• Avaya, Interactive Intelligence, CISCO

eSEE WG bSEE TF meeting, Budva, 27. September
2006.
11
Contact center MTS

• Capacity
• 150 lines, 90 lines for IVR
• E-mail, Web, Fax integration
• 80 agents (with 8 skills)
• Benefits
• Multi-channel integration
• Highly increased efficiency (IVR, ticketing)
• History of contacts, contact personification
• First collaborative chat solution in Serbia
• Outbound campaigns marketing, debts collection
• Marketing benefits

eSEE WG bSEE TF meeting, Budva, 27. September
2006.
12
Call center architecture
LAN (Data/ASAI)
Wallboard
Phone Lines
Agent Workstations/ Phone Sets/ Call CenterQ
Application on Desktops
Avaya IVR
CMS
Definity ECS
AIC Core Server (Core, Voice, E-Mail,
Web Application Server)
Database Server
Telekom Srbija Email Server
Telekom Srbija Web Server
Telekom Srbija Fax Server
Call CenterQ Server
eSEE WG bSEE TF meeting, Budva, 27. September
2006.
13
References

• 063 Mobtel Telenor (50 agents)
• 064 MTS -Telekom Srbija (80 agents)
• Telekom Srbija Fixed telephony (150 agents)
• Raiffeisen Bank (10 agents)
• DDOR (5 agents)
• Telekom Montenegro (5 agents)
• Serbian Post - CePP (24 agents)

eSEE WG bSEE TF meeting, Budva, 27. September
2006.
14
Complete (turn-key) solutions

• Microsoft BizTalk solutions
• e-Messaging transport system
• clearing solution for Association of Serbian
  Banks
• - using SWIFT messages
• e-Banking solutions
• - corporate and retail banking

eSEE WG bSEE TF meeting, Budva, 27. September
2006.
15

Structure
Standards
Logical parts
SWIFT ISO 20022 TWIST UNeDocs UBL EDI RosettaNet
SAP Navision
RTGS
SEPA
C A
ACH
QMS ISO 90012000
Transport System with Security and Protection
Clearing Cheques
certified by TÜV

Banks
Post
Direct Debit
Standards for Messaging
Payment Agent
Logical Systems
Physical Systems
Credit Transfer
Billing Agent
EBPP EIPP
eShop
eGovernment eCustoms eTransport eLogistics ePost
Certificate Authority
...
Storage House
Other
Other
Other
eSEE WG bSEE TF meeting, Budva, 27. September
2006.
16
ACH solution
eSEE WG bSEE TF meeting, Budva, 27. September
2006.
17
eMessaging transport system
eSEE WG bSEE TF meeting, Budva, 27. September
2006.
18
Solution infrastructure
Organizations
eSEE WG bSEE TF meeting, Budva, 27. September
2006.
19
ACH solution

• No single point of failure
• 0 downtime
• Average transaction value 1900 CSD
• Max 10K messages/day recorded
• Max 250K transactions/day recorded
• Max 550K transport transactions/hour tested
• Estimated current system utilization 5

eSEE WG bSEE TF meeting, Budva, 27. September
2006.
20
Awards
European banking technology award 2005 for Best
clearing and settlement acheivement (London,
Novembar 3rd, 2005)
eSEE WG bSEE TF meeting, Budva, 27. September
2006.
21
Awards
eSEE WG bSEE TF meeting, Budva, 27. September
2006.
22
Awards
Serbian IT Asociation Best developed and
implemented system in 2005 Raiffeisen bank
Best Internet bank in CEE for 2005 Saga
solution Interactive Intelligence Rising star
of the year 2005
eSEE WG bSEE TF meeting, Budva, 27. September
2006.
23
eBusiness references
eSEE WG bSEE TF meeting, Budva, 27. September
2006.
24
Saga ICT solutions
e ? E mc² Energetic Enlightened
Empowered Enrolled
eSEE WG bSEE TF meeting, Budva, 27. September
2006.
25
Saga ICT solutions

• Thank you for your attention
• Saga e-Business Department

eSEE WG bSEE TF meeting, Budva, 27. September
2006.