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Our i ntensi t y. Your agi l i t y.

UniServe for Agile Customer Experiences
Intenses flagship enterprise agility solution - a market leader across the Indian Telecom vertical - UniServe is a Service
Oriented Architecture driven, highly scalable and comprehensive customer communications solution for enterprises
across the Telecom, Banking and Financial Services verticals. UniServe delivers a compelling value proposition and
can (while significantly reducing costs) enable enterprises to create delightful customer experiences by enhancing
customer service levels and speeds, compressing time to market and transforming enterprise customer
communications into a strategic brand building competitive advantage. The solution is a best-fit solution for high
volume, GUI-driven design, multi-modal delivery, customer-specific personalization, enrichment and consolidation of
customer documents like bills, statements, invoices, premium receipts, and so on. Most importantly, it also achieves
process-unification and enables intelligent administration of customer communications.
Modules of UniServe
Intelligent Data Manager
The data extraction engine within the Intelligent Data Manager module has the ability to extract data from a wide range
of data repositories - core business applications, information contained in databases or even spread-sheets or look-up
tables. Extracted data can be cleansed, transformed and output in XML, CSV, and formatted ASCII files for further
processing. Specific fields can also be indexed to an external database for generating reports in the future. The
Intelligent Data Manager integrates data from disparate sources to provide a single-point of origin for generation of
output. This substantially reduces the processing load otherwise borne by the system for running numerous processes
needed to generate multiple output file formats. Another distinguishing feature of this module is its ability to both
access input and provide output in XML, making the process of providing input to various downstream applications
(for further processing) far easier. Data can also be indexed to various databases for generation of critical reports.
Agile Customer Experiences
Globally todays enterprises need to offer a value proposition different from competition to attract new customers while ensuring that
they retain and maximize revenue generation from existing customers. Simultaneously, while enterprises need to minimize costs of
creating, storing and delivering obligatory customer documents like bills, premium receipts, policy statements, transaction statements,
credit card bills and so on, customers expect far more than formatted transaction and usage data. Increasingly, more and more
customers want the choice of multi-channel access to their usage and transaction data and web-based Reports and Analytics; receive
consolidated communications, be provided with discounts and special offers on the basis of their usage, and so on. In keeping with
these changing customer expectations, enterprises need to craft customer intimacy and maintain and leverage strong customer
relationships. After all, as borne out by research, customer intimacy can be a key differentiator, help retain customers and also increase
ease and efficacy of cross-selling and up-selling, because a customer who feels intimate is happier and a happier customer is easier to
sell to! Naturally then, business demands that enterprises such as yours start using statements, bills, receipts and other customer
documents as highly personalized, tactile agile customer experience tools for delighting customers. By deploying business-rules driven
greetings, special offers, loyalty rewards, and so on to establish and maintain relationships and increase customer retention and by
incorporating branded look and feel, demography and usage based, highly targeted up-sell and cross sell messages to leverage
relationships into revenue generation opportunities. Which is why, your enterprise should consider investing in an end-to-end and
intelligent customer communications solution, UniServe.
SMTP, SMSC Server
& RightFax
E-mail, SMS & Fax
SMS Fax
Updation of POD Data
+
Courier
Application
POD
- Customer Document View
- Transaction / Usage Data Analysis
Self-care
PS File
Customer Document
Mail finishing
Printer
Business
Users
Reports & Analytics
Intelligent
Dashboard
B2B Portal
API

Layout designing
Data presentment
Business rules
definition
Dynamic Marketing
Messages
Personalisation
Multilingual Support
Unicode Support
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L
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Core Business
Applications
Databases
Other Business
Applications
Intelligent
Data Manager
Formatted Text file
Data enrichment
Error checking
Multiple data
sources
Computation
Lookup; Update;
Aggregate

Output
Manager
Self-care
- Customer Document View
- On demand Document delivery
- Bounced mail tracking
CRM
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L
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End Customer
PS PS PSS PSSSS PSSSSSSS
PS SSSSSSSSS
PS
Communications
Manager
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Portfolio Value
USD Australian Dollars Japanese Yen
Net portfolio value as of 31 Jan 2008:
Cash and cash equivalents 270,018.00
Portfolio holdings 135,009.00
Liabilities 45,003.00
Net portfolio value in USD 450,030.00
January 2008
Your Investment Snapshot
Valuation summary ..................... 7,213
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Cash activity summary ............. 25,000
Currency allocation summary... 297,030
Net portfolio value in USD 450,030
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Multilingual
messages for
creating
customer intimacy
Graphic
representation of
Statement information
for visual analysis
Marketing
messages for
brand promotions
Statement summary
as a snapshot for
greater customer
clarity
Data integrity
checks for
accuracy
of information
Wider choice of
fonts for greater
personalization
An ACE document with the UniServe at work
Conditional
messages
for personalized
communications
Communications Manager
The Communications Manager module has a powerful GUI-driven
template design functionality that enables even a non-core IT resource to
design complex templates with ease. A unique feature within the
template designer allows each template or form to be designed as a
combination of Layers. Complex Business Rules can be configured
on profiles, transactions or events to dynamically switch-off or
switch-on layers - during production - to deliver multiple combinations
of a template. Intuitive space management design objects like Tables
and Sections allow the designer to enhance and optimize on the
document real estate and deliver fewer papers to the customer, without
any compromise on either legibility or content. During production, the
core data from the Intelligent Data Manager is directed to the
Communications Manager, where, based on the configured business
rules, relevant templates are populated with the data to form Statements,
Bills or Policies. These business documents are then directed to a print
Server for hard-copy print-outs, an e-mail Server for delivering PDF
statements by e-mail or a Web Server to host the information on the
corporate Web portal.
A comprehensive Multilingual Dictionary within the Communications
Manager now enables enterprises to personalize their communication to
an entirely new level and deliver vernacular statements to customers!
Data can also be represented in graphical form Pie, Line and Bar
Charts and there is the added facility to incorporate document
finishing characters like Barcodes and OMR.
Output Manager
The Output Manager module enables automated distribution of
processed documents through multiple channels - snail-mail, e-mail,
Fax, SMS (alerts). It also provides APIs for integrating applications like
CRM for quick search and retrieval of previously processed output,
including access to customer-related metadata for CSRs to effectively
handle customer queries.
The Output Manager can be configured to produce consolidated
communications by collating bills/statements for various services availed
by the same customer - consolidated documents contain heterogeneous
pages from various documents that are bound together and distributed
to customers as one document. Also, the look and feel of the customer
communication documents is the same immaterial of the delivery
channel be it snail mail, e-mail, Fax or the Web.
Self-care
This module is usually hosted on a service provider's Web portal and
allows end-users to check their transaction details online. It enables
access to service usage data and analysis of the same across periods.
For instance, Credit card users can analyze their expenditure patterns
and Telephone users their calls / SMS usage. Since UniServe stores all
individual transaction data in XML, reports on customer transaction data
can be generated without having to query the database, resulting in
quicker responses. Users can also maintain an online directory where
they can label transactions / usage - a telephone number called in case
of a Telecom user or an expenditure category in case of a Credit card
user, allowing online statements to be viewed with those labels.
Telephone bills if labeled thus will display names instead of numbers
called and Credit card statements will reflect the category of expense
instead of just the expense figure. Once customer statements / bills are
presented online, customers can receive the same through e-mail, Fax,
and SMS. This module also renders transaction / usage information in
graphical formats - currently bar, line, and pie charts are supported. Ad
hoc reports can also be generated on customer query and the module
also enables SMS Alerts for providing automated e-mailing of duplicate
bills.
Cross-sell
and up-sell
Value-add functionalities
With the insight gained from complex and varied (across verticals) customer engagements, intuitive and value-added functionalities have been
incorporated within UniServe - Proof Of Delivery (POD) reports, Bounced mail tracking system, Returned invoice tracking system, Output sorting utility
and Duplicate bill delivery system are some of these functionalities.
Actualizing customer-focused strategies while reducing IT infrastructure
Historically, enterprises have been using a number of different applications to manage emerging customer communications requirements. Cut to the
present and the same enterprise may have one process for sending statements, bills and other customer documents through print streams, another to
convert these to PDFs for e-mailing, another to Fax these customer documents, and so on. Similarly, Self-care portals are usually managed by a
different application and duplicate customer documents by yet another! Thus, the same customer is served by a number of different, not-in-sync with
each other, highly inert processes and applications while enterprises need to cut costs, automate processes and eliminate dependencies on manual
labor. The UniServe suite is a proven process-unification solution - tried, tested and trusted - to transform customer communications a cost-effective
function and to achieve and leverage on a converged view of the customer. And most importantly, to build, nurture and leverage on customer intimacy
by delivering delightful customer experiences.
Intense Technologies
Intense Technologies is an enterprise software products company offering a range of productized solutions across the Enterprise Content
Management and Enterprise Customer Communication Management domains. Our flagship offering for enterprise customer communication
management, UniServe, is a market leader across the highly competitive and demanding Indian Telecom landscape and is the preferred end-to-end
enterprise customer communications management solution for customer document design, automated multi-modal delivery, enterprise reporting and
self-care requirements.
Intenses knowledge and process agility offering for enterprise document management, UniDoc, is best-fit for applications like Non-Voice Customer
Response Management, Records Management, Service Provisioning Workflow Automation, Digital Rights Management, enterprise-wide Document
Management and Process Automation. Our products are backed by an intricate understanding of the best practices drawn from our engagements
across verticals like Telecom, Banking, Insurance, Utilities and Manufacturing.
UniDoc enables enterprises to organize and streamline their unstructured data and integrate people, processes and documents far, far better. It helps
enterprises to manage the entire lifecycle of their business critical documents securely with ease across geographies. Productized around document
centric applications, UniDoc offers end-to-end Rights Management, Service Provisioning Workflow Automation and Non-Voice Customer Response
Management solutions apart from digitization, Indexing, Archiving and Business Process Automation.
Partners
We are powered by alliances and partnerships born out of a shared vision of the world. Our Enterprise Agility accelerators are HP, IBM, Intel and Sun
Microsystems. RICOH, Canon, NRG International and Xerox are our channel partners worldwide. We have also worked with System Integrators of
renown such as Wipro, Tata Consultancy Services, Satyam, TCS, TechMahindra and UshaComm. Comverse, (the world's leading provider of software
and systems that enable multimedia network based enhanced services) is our APAC co-marketing partner and Datamation and Abhimata our System
Integration partners across Malaysia and Indonesia. Powered by our domain expertise and backed by our partnerships and alliances, we offer the
capabilities of a growing team of visionary strategists, brilliant technical architects, dedicated marketers and hard-working developers. From a
high-tech development center in Hyderabad (India) and backed by one of the best support infrastructure in the world.
File
for e-Mailing
duplicate document
F
f
File
for e-Mailing
F
f
File for
Reports & Analysis
File
for web hosting
File
for printing
Business
Application
Document Composition
Document Presentment
Document Processing
Formatting
Software
Database Manpower
e-Delivery
Software
Database Manpower
CRM Integration
Application
Database Manpower
Selfcare
Application
Database Manpower
Reports & Analytics
Software
Database Manpower
Multiple applications for customer communication
Single application for customer communication
Before UniServe After UniServe
File for e-Mailing &
Online presentment

O
File for web hosting,
Reports & Analysis
File for printing Communication Composition
Communication Presentment
Communication Processing
UniServe
Database Manpower
Business
Application
Single application
for multiple needs
Document Composition
Document Presentment
Document Processing
Document Composition
Document Presentment
Document Processing
Document Composition
Document Presentment
Document Processing
Document Composition
Document Presentment
Document Processing
The company we keep (a partial list)
Telecom clients: Bharti-Airtel, Reliance Telecom, Idea, Tata Indicom, BSNL, MTNL, BPL Mobile, Spice Telecom, Bhutan Telecom,
MTN Irancell, Ghana Telecom, Batelco Jordan and Ethiopian Telecom.
BFSI clients: Arab National Bank, Commercial Bank of Kuwait, GE Money, ICICI Prudential, National Bank of Fujairah, First Gulf
Bank, Bharti-AXA and Bajaj Allianz.
Other clients: Pepsico, Honda, Rockwool, Torrent Power and Reckitt Benckiser.
Our i ntensi t y. Your agi l i t y.
Intense Technologies Limited
INDIA: A1, Vikrampuri, Secunderabad - 500 009, India
Tel: +91 40 44558585 / 27849019 / 27844551
Fax: +91 40 27819040
E: sales@intense.in W: www.intense.in
Branches:
Noida: +91 120 3239989, 4269335
Mumbai: +91 22 28253400, 32419713
Asia Pacific:
9, Temasek Boulevard # 19-05 Suntec Tower 2
Singapore 038989 Tel: +65 8288 1859