Product Sales Training Genesys Sales Academy Olav Wilke

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Product Sales Training Genesys Sales Academy Olav Wilke Genesys Sales Academy - EMEA owilke@genesyslab. co. uk

Agenda day 2 9: 30 Genesys IP Contact Center 10. 45 Demonstration Time – IP Contact Center 11. 00 Break 11. 15 Genesys Voice Platform 12. 15 Demonstration Time – Genesys Voice Platform 12. 30 Lunch 13. 30 Genesys Multimedia Solutions E-Mail & Internet Interactions Open Media 14. 15 Integration Products Genesys Agent & Supervisor Desktop G-Plus CRM Integration 15. 00 Break 15. 15 Demonstration Time - E-Mail, Agent & Supervisor Desktop 16. 15 Exercise: Business Value Proposition – introduction 16. 45 End of Day 2

Genesys IP Contact Center

The Past Few Years … § Enterprises tested & tried IP Telephony in 2002 -2003 – In 2004, enterprises became more comfortable with IP – ROI still an issue unless there is obsolescence or greenfield – Now enterprises are trying to define the end-state and understand what they can get out of the technology § IP telephony usually begins in the enterprise – Decision impact will extend into the contact center – Mission critical contact centers often migrate later § 2005 is expected to be a turning point for IP Telephony – Customers will begin to seriously decide their IP strategy – Earlier adopters are buying now and will deploy in 2005/2006 § SIP standard is gaining traction, and creating a paradigm shift – New applications change the way businesses communicate – Fully backed by major players: IBM, Microsoft, … IP Telephony is happening today!!

From Cumbersome TDM… PSTN PBX IVR REC Contact center Apps DB CRM 1 st Site Data router TIE LINES 2 nd Site PBX IVR REC Contact center WAN TDM IP Data router Redundancy of infrastructure and resources

…To Simple IP PSTN IP softswitch Media gateway IP IVR IP REC Contact Apps DB CRM center 1 st Site WAN Qo. S 2 nd Site TDM IP Data router Services centralization and resources virtualization

When IP Telephony? 4. Managed service • Hosted contact center • 3. Outsource overseas IP Centrex WAN 1. • Add new agents 2. New site Existing site LAN/ WAN • Branch office • Home office

IP Telephony Options Today YB RE H PU R ID IPT Rip and replace with a brand new IP PBX CTI integration Single vendor Hardware-based STANDARDS BASED Upgrade existing TDM PBX CTI integration Single vendor Hardware-based Deploy a SIP solution that can coexist with existing investment Multi-vendor approach Software-based

Genesys offers choice ! Option 1: Hybrid/pure IP (Genesys Inbound Voice IP) Media gateway Hybrid T-Server Genesys / pure IP PBX applications Voice packets - Real-time Transport Protocol Signaling packets - H. 323/SIP Option 2: Standard-based IP (Genesys IP Telephony: IPMX/SIP Server) Media gateway IPMX/SIP Genesys Server applications SIP softswitch (optional)

Genesys Open IP Positioning § Customers Decide How To Migrate To IP – Customers choose the pace, the strategy, the infrastructure components – Genesys does not force you to into a “fork lift upgrade” to leverage IP – Genesys supports TDM, Hybrid and IP Platforms as well as mixed environments – 23 major IP infrastructure components currently supported § Genesys Provides Choice and Flexibility – Your choice of Infrastructure – Your choice of Applications – Your choice of Migration Strategy

Genesys IP Customers Growing installed base

Work. Force Mgt Web Media Email Voice Self Service Outbound Voice Inbound Voice Genesys IPCC Architecture Customer Interaction Management Platform Configuration Services Management Services Interaction Services Hybrid IP Pure IP PBX Statistic Services Reporting Services Routing Services Open IP Telephony § Combined solution with other Genesys Components § Provides attended and Self-Service (Option) on IP § Three different buckets – Hybrid IP PBXs – Pure IP PBXs – Open IP Telephony • IPMX • SIP Server • More to come § => Genesys has solutions for each of them

Genesys with (Hybrid) IP PBX Media gateway Hybrid T-Server Genesys / pure IP PBX applications Support of 23 hybrid/pure IP PBXs: § Alcatel Omni. PCX Enterprise § Aspect ACD § Avaya Communication Manager product line (S 8100, 8300, 8500, 8700) § Cisco Call. Manager § Nortel Enterprise Succession 1000 (formerly Meridian 1) § Nortel Carrier Succession 2000/2100 (formerly DMS-100/SL-100) § Siemens Hi. Path 3000 (formerly Hicom 150 E/H) § And more! Voice packets - Real-time Transport Protocol Signaling packets - H. 323/SIP Not different from what we do for years…

Genesys – Alcatel integration Smooth migration from Omni. Touch ACD to Omni. Genesys protected initial investment Fastest Deployment No external IVR required Omni. PCX switch controls embedded in Genesys Routing Designer Leverages internal Voice Guides Minimum Admin Effort Real time synchronization of configuration Single point of administration No external CPD required Routing Service Intelligence Alcatel Omni. PCX Enterprise Leverages internal Call Progress Detection Business-class IP voice quality Max functionality on Phones Best of class Availability Agent/Supervisor phone functions fully available Fully synchronized High Availability Log-on synchronization Re-Usage of Voice Prompts ACD Back. Up

Genesys and Cisco § No IP-IVR needed (provided by Genesys IPMX; user definable music/ announcements / prompts / collected digits / apply treatments) § Attached Data delivery to Cisco IP Phones Cisco Vo. IP Gateway PSTN Cisco Call. Manager Cisco Certified Cisco IP Phones JTAPI Cisco Skinny IP (Qo. S) network (AVVID Technology Affiliate) Genesys has more seats deployed on the Call. Manager than Cisco !!* *) >100 seat contact centers

ICA Bank- Sweden § ICA is a large grocery chain in Scandinavia. § Sold Genesys to a ICA Bank in 2001 (150 agents on a Ericsson MD 110). – There are several entities within ICA with smaller distributed CC in different locations on various infrastructures. – They have around 500 agents in Sweden. § ICA made a decision go for a full IP telephony infrastructure last year § Did a pilot with Cisco IPCC in one of their CC with 15 agents (not a success) § Our competition was mainly with Cisco and another small local CTIvendor. § Genesys together with our partner Telia won the deal mainly because – Genesys strong references in the Nordics – Feature rich & integrated CC suite. – Our partnership with Cisco and the certification on Cisco CM was very important – They could continue with Genesys at ICA Bank when they migrate to Cisco was an important element in the ROI calculation. § Solution: Genesys Interaction Management in combination with Cisco Callmanager, expanded from 150 to 500 agents.

Genesys IP Telephony Media gateway SIP CS Genesys applications SIP softswitch (optional) Voice packets - Real-time Transport Protocol § IP Media e. Xchange – deployments <300 agents (H. 323) – Deployments <1000 agents (SIP) § SIP Server – deployments up to 15, 000 agents § Standards-based: SIP, H. 323 § Uses-off-the-shelf hardware – IP Phones – Vo. IP Gateways § Flexible deployment options – Stand alone – Behind 3 rd party softswitch (SIP CS only) Signaling packets - H. 323/SIP Genesys offers the best alternative !

IP Product Update High Level Architecture and Features IP Media e. Xchange Built-in IP IVR Vo. IP Gateway Genesys CIM plus applications PSTN Internet H. 323/SIP 100% Genesys Software IP phones IP (Qo. S) network Media Gateways Audio. Codes IPM-260 Mediant 2000 Cisco 3725 and 5300 Rad. Vision via. IP GW-P 10 IP Endpoints Microsoft Net. Meeting H. 323 MSN Messenger SIP Open Phone H. 323 Cisco Analog Telephone Adapter 186 Cisco SIP IP Phones 7940/7960 Genesys IP Telephony - IPMX Standalone

Genesys IPMX Architecture UR Server Stat Server T-LIB Agent Termination . . . Customer Access Other Genesys Server SMCP T Server IP Network Circuit Switched Network Video Phone SMCP GW H. 323/SIP GW PBX DMX Internal IP Phone SM GW Genesys s/w "off-the-shelf" h/w • Windows • Solaris H. 323/SIP Traditional Phone Call Center in a box

IP Media e. Xchange § Genesys IPMX is an “IP soft-switch” for contact centers – Dynamic Media e. Xchange (DMX) • Primary call control between SIP or H. 323 devices (gateways, IP phones/apps, MCUs) • Works in conjunctions with Genesys T-Server and UR Server – Stream Manager • Handles real-time media (voice, video) • Enables IP call parking • Embedded IP IVR (Call treatments/DTMF digit collection) • Multi-party conferencing • Silent voice monitoring -> ‘supervisor barge in’ – SMCP T-Server • Standard T-Server functionality

Genesys IP Telephony Running @ Kazakh Telecom § Who is Kazakh Telecom? – National communication operator of Kazakhstan, one of the most dynamic Telcos in the post-soviet territory § Business drivers – Consolidate telephony capacity available in their branch agents into a truly virtual distributed contact center over IP § Solution: Genesys IPCC – 6 branches are now being rolled out utilizing Cisco gateways and Genesys IPMX to over 200 branchbased agents – Fully distributed environment without large premise investment, while maintaining centralized management § Why Genesys IP Contact Center? – By going with IPMX, customer is achieving far better contact center functionality for routing and reporting than comparable Cisco IPCC solution – By going with IPMX, customer is saving money by using open IP phones and saving on Call. Manager licenses Super AE/SE: Patrick Pray/Sean Straus

PBX without CTI Environment Support all PBXs No CTI or ACD needed Key Telephony IP Media System / PBX Vo. IP e. Xchange Gateway IP Phones PSTN E 1/T 1 ISDN / QSIG H. 323/SIP IP (Qo. S) network

Extension of PBX with CTI Environment TServer + Genesys Apps Support also PBX w/ CTI TDM Phones CTI PSTN IPMX Genesys Apps Vo. IP Gateway E 1/T 1 ISDN / QSIG H. 323/SIP IP (Qo. S) network IP Phones

Genesys IPMX @ Work at Carta. Si § Credit card market leader in Italy – Existing CIM Platform, Inbound Voice, Outbound Voice, E-Mail and Avaya PBX environment – Wanted to seamlessly integrate a new contact center site in Rome § Manage growing inbound call volume by deploying additional agents in Rome – Reduce telephone/data connection costs between Milan and Rome – Maintain unique PSTN connection in Milan (toll free number) § Solution: IPCC (IPMX-based)

Genesys SIP Server

What is SIP? § Session Initiation Protocol § It is used to establish, change and tear down (end) calls between one or more users in an IP-based network § Negotiates the features available without user interaction § Standard published by IETF (RFC 3261) § Widely regarded as the successor to H. 323 for IPbased telephony § Scalable and robust

SIP is simple 1. 2. 3. 4. User registers Inbound call request Target is located by Proxy Voice path/RTP stream is established Proxy #1 #2 #4

SIP is natural for Genesys 1. 2. 3. 4. Agent logs in Incoming call request Route determined by Genesys URS Voice path/RTP stream established URS SIP Comm Srv #1 #2 #3

Why SIP is the future… § SIP makes hardware interchangeable – SIP will break the price barrier for components – The lowest prices happen when "Parts is Parts" is the rule § SIP makes software the focal point § IP becomes communication standard – IPv 6 adoption rate increases • Address limitations • QOS standard – Single infrastructure lowers cost § IBM an Microsoft are key drivers for SIP § Genesys is also working to drive the change

Open IP Telephony Contact Center Application Business Phone Application SIP PSTN Customers Voice Self-Service Application SIP Unified Messaging Application SIP IP network Media Gateway Standard based IP Phones Powerful standards: SIP, Voice. XML Open systems model Multi-vendors environment

Genesys SIP Server SIP Softswitches Alcatel 5020 Siemens Hipath 8000 … and growing. Vo. IP Gateway 100% Genesys Software SIP Communication Server Genesys applications 100% Standards-based hardware IP phones PSTN Internet SIP IP (Qo. S) network Media Gateways Audio. Codes IPM-260 and Mediant 2000 Cisco 3725 and 5300 Rad. Vision via. IP GW-P 10 … and growing. IP Endpoints Polycom IP Soundpoint 500/600 Microsoft MSN Messenger XTen softfphone Cisco Analog Telephone Adapter 186 Cisco SIP IP Phones 7940/7960 … and growing.

IP Telephony Product Vision 1 - DMX/SMCP T-Server + Stream. Manager = IPMX 2 - SIP Server + Stream. Manager 3 - SIP Server + GVP IPMX Call Server SMCP T-Server Call Server Media gateway DMX SIP RTP Stream Manager Media Server Voice packets - Real-time Transport Protocol Signaling packets - H. 323/SIP RTP Media Server SIP Server Stream. Manager GVP SIP

Genesys Current SIP Product Portfolio Target Capabilities SMALL (31 -100 seats) MEDIUM (101 -250 seats) LARGE (>250 seats) Call control Call queuing TELCO (Internal / Managed) SIP Server IPMX* Call qualification (IP IVR) Call routing, Config mgmt Reporting LOW END *) will be replaced by SIP Server during 2006 SIP NTS GVP or Stream Manager G 7 Suite HIGH END

Useful Sales Tools on Rev. Gen § IP Contact Center Datasheet § SIP Server datasheet § Open IP Sales Presentation § IP Contact Centers Industry Insider Guide § IP technical White Paper § Genesys – Cisco Integration datasheet

www. ipcontactcenter. net/breakouts Tools for you! § Slide place holder for Tricia

Key Takeaways § IP Telephony is happening today! § Genesys is a strategic and future-proof investment that provides choice and flexibility § Genesys Open IP enables you to transition using your own terms and timing It’s about customer service, not the infrastructure!

Demonstration Genesys IP Contact Center

Break Break

Interaction Product: Voice Platform

Genesys Voice Platform • Interactive Voice Response • Call Handling without using Agents Customer Interaction Products • Call Identification through Speech Recognition Inbound Voice Outbound Voice Self-Service E-Mail • Re-usage of existing Web Open Media Self Service components Web Chat • Fast application development Customer Interaction Management Platform Agent Desktop Expert Contact Gplus Adapters Integration Products SDK Workforce Management • Consistent Web & Voice Self Service • Choice of Voice Processing Vendor (ASR / TTS) Supervisor Infomart • Take Desktopadvantage of consolidated features of the CIM Platform: • Reporting Insight Products • Optimized hand-over to agents

Self Service business driver Source: Gartner -- Average Cost per Interaction -- $16 $7 $6 Cost Savings by Improving Operational 7 Productivity 5. 50 $5 $4 $3 $2 Improving $1 Self 0. 25 0. 45 Service possibilities $0 Web IVR Web WEB IVR VR -- Self-service -- 4 E Mail Chat Phone E-Mail Text Chat TELEFOON Email CHAT Phone ---- Assisted-service ---- Variability Range

The Unique Value of Genesys? Routing Assisted Service Web Self Service Voice Self Service Bridging the existing service gaps

Self- vs Assisted Service… § What happens if the caller gets stuck? . . . § Integration of Self Service and Agent Assisted Service !!! – Optimized routing decision – Sharing self-service information with agent – Integrated reporting on self- and assisted service

The Web and IVR service struggle Customer Premise Carrier Network Customer Profile/Data IVR Back Office Data Internet Web Business Logic

Genesys Voice Platform Customer Premise GVP Carrier Network Application logic in VXML (Voice) Customer Profile/Data Back Office Data Internet Application logic in HTML (Web) Business Logic

Genesys Market Position Ability to execute: • Highest IVR-revenue in 2004 • Fastest growing vendor in the market today • Positive feedback from partners and customers • Strong installed base (over 200 customer ww of which over 25% speech-anabled) • Strong technology and reselling partner landscape Vision • Driving the market around Reducing Customer Frustration • Adressing the full picture of both self-service and assisted service • Most open platform, best in supporting industry standards Top position in Gartners Magic Quadrant for IVR solutions !

Proven Technology

GVP customers using Speech § § § § § Qwest Web Contact Center Alcatel e. Business Gentiva Health Services Vanguard Travelers Life T-Systems Mc. Millan Hartford Insurance Zomax Nike Toyota Australia Luxottica Zurich Insurance First Data Voice Services Virgin Mobile Telecom Verizon (TTS) ATO Australia Tampa Electric Co. Porsche § § § § § IKEA - QWCC § Apple Computer § Mutual of Omaha § Oklahoma Gas and Electric § Roadway Freight § Eircom (Ireland) § Terra Telecom § T-Mobile - Czech Republic § Apptera – Bank of America § QWCC France Telecom – “Allobiz” - ASP § Global Speech Networks § Frito Lay § United Airlines § CO Dept Labor & Employment § American Digital Systems § Peoples Energy (TTS) § Comp. Tel § Banco Pichincha § Hershey § AUS Tax office Toyota Financial US Inland Department of Rev. Tele. Check (FDVS) Guardian Life Bayer Animal Health New Roads Western Union (FDVS) Telstra Clear (AUS) Ministry of Social Development AAPT Telecommunications Kaiser - QWCC 21 st Century Insurance Bill Matrix Money. Gram Us. Xpress VW Bank Power Company of NM Metron Uno. Banco

GVP Solution Ecosystem Application development… …with Partner value add and integration

Genesys 7 Voice Platform Family Sellable Item GVP: Enterprise Edition GVP: Network Edition GVP: Developer Edition Description § For on-premise deployments § Requires Framework § In-network product § Multi-Tenant features § 4 port system to enable speech application development § Focused on enabling developers to rapidly develop speech applications

Genesys Voice Portal Architecture ASR TTS 8001 IP E 1 start. asp H 323/SIP start. vxml 8001 …/…/start. asp Voice Portal Communication Server Enterprise Web Appl Server . asp /. jsp/. vox Genesys Suite CME SCI Reporting DNIS URL 8001 IVR Server …/Start. asp Voice Portal Manager Genesys Studio

Next Generation Self Service Platform Deployment Flexibility Live Agents Back Office Applications IVR Communications Server PBX/ACD IVR In Network IVR Behind IVR PSTN/IP IVR CS In-front Voice. XML 2. 0 Document Web Application Server Development Environment WAN PBX/ACD IVR CS Manager IVR Reporting Live Agents IVR should be able to be deployed in-front, behind ACD/PBX, or in network

Next Generation Self Service Platform Unlimited scalability Multiple Communication Servers IVR Communications Server(s) ACD/PBX Multiple Application Servers Back Office Applications Web Application Server Development Environment WAN PSTN/IP Web Application Server IVR CS Manager Reporting Engine Live Agents 10. 000 ports deployed in network

Genesys Voice Platform (GVP) IP § For carriers and large enterprises – numerous implementations since 2002 § For enterprises of all sizes– mid-2005 availability § Circuit-switched and IP can coexist in a hybrid environment (or seamless migration from TDM to IP) Support for: § Real Time Transfer Protocol (RTP) § Session Initiation Protocol (SIP) § H. 323 § HTTP 1. 1 § VXML 2. 0

Next Generation Self Service Platform More Deployment Flexibility; Centralized Functionality Live Agents Centralized Voice Processing Vo. IP Media Gateway PBX/ACD IVR In Network IVR Behind PSTN/IP IVR Vo. IP MG H. 323 / SIP Gateways or Softswitches Vo. IP MG In-front GVP-IP Communication Server Back Office Applications ASR TTS Web Application Server WAN PBX/ACD Development Environment IVR CS Manager IVR Reporting Live Agents

The ”Perfect Storm” of IVR 2 -4 years of Age of existing heavy web self service infrastructure solutions investment Voice XML as a standard and enabler Converging Factors Speech Recognition Acceptance Cost Effective Solution (ROI focus) Customer Satisfaction

Advanced Voice Solutions: Concept Examples § Information Services (Store locator, Flight Information, City Guide, Navigation Services, Car Trade-In Value) § Notification Services (Delivery Services, End of Warranty, Alarm Centers) § Transactions (Bill Payment, Ticket Purchase, Reservation, Flight Check-In) § Communications (Voice Activated Dialling) § Entertainment (Dating Services, Games & Betting) § Education (Training on demand)

Genesys Voice Platform Unique Selling Points § Optimized hand-over between Voice Self Service and Assisted Service – Call information is being presented to agents, preventing the waste of time and frustration of asking for imformation already provided by the caller § Re-usage of existing Web (Self Service) components – Reduces development effort and cost – Provides consistency between web- and voice self service – Reduces maintenance cost of multiple interfaces § Optimized Deployment – Enterprise deployment or Network deployment – Redundancy and Scalability options – No proprietary hardware required § Easy application development – Genesys Studio or other VXML development tools – Re-usage of existing Web (Self-Service) components § Provides choice of ASR and TTS vendors that best fit the application, the budget, or the languages supported

GVP Case: Eircom - Ireland

Case Study – Eircom - Ireland Company Overview: § Ireland’s leading communications provider § Providing telephone, dial-up and broadband services § 1. 2 Million customers The Challenge: § To enhance range of automated services § Complete more transactions quickly and easily § Develop new applications to satisfy customer demand Contact Centre Overview: § 8 Contact Centres across Ireland § 400 Agents § 100, 000 calls per week § Deals with sales and customer service enquiries via ‘ 1901’ service Genesys Solution: § Genesys Voice Platform The Solution: § Scansoft Speech Recognition Engine § Genesys Voice Platform introduced via a phased approach. Initially tested on 5% of customer base. Now 100% live. Infrastructure: § Fine-tuned to handle all Irish dialects and mobile phone users. § Multiple PBX Switches § Skills-based routing employed for non-automated calls § Symposium Call Management § Skills-based Routing The Results: § CTI Screen-pop integrated to core CRM § 7% increase in first call resolution § Internal transfers and call tromboning have become unnecessary § Increased customer satisfaction levels § Reduced operational costs

GVP Case: PWN - Netherlands

Who is PWN ? § The company – Dutch Utilities Company providing drinking water – 770. 000 connections (companies and households) – Delivering apx. 100 Million m 3 water yearly § Their contact center – – Customer Care department - 40 seats Handling 500. 000 calls per year Genesys Express Voice with GPlus SAP CRM Suffering from poor service levels § PWN Objectives: – Provide Self Service to customers – Reduce calls into call center to improve Service Levels – Reduce regular mail feedback

The Application § Collection of Water Meter Levels – – 770. 000 collections per year (spread over the year) 70% through regular mail 13% through Internet (existing web application) 17% through Call Center (to live agents) § Genesys Voice Portal application – – Identification based on account number (digits) Collection of meter level (digits) Providing acknowledgement of correct input Re-usage of existing Internet application (that hooks into SAP IS-U) – No Text To Speech or Automatic Speech Recognition used – Redundant deployment (120 ports in total)

Sales cycle Key Elements § Unique Selling Points – Re-usage of existing Internet Self Service application – Integration into Genesys Suite (hand-over to agents) – Integration into SAP (through existing web-components) § Building Return on Investment case with customer – Total savings per year: EUR 160 k (Agent time & Toll Free cost) – Expected Return on Investment Break-Even: 1 ½ Years § Result after implementation: – Maximum waiting time has reduced 5 x !! – 10%-20% reduction of calls on a Monthly basis !! – Actual Return on Investment Break-Even: 14 Months !!

Demonstration Voice Platform

Genesys Multimedia Solutions

CIM Platform Customer Interaction Products KEY ELEMENTS • Optimized distribution of all customer interactions Inbound Voice Outbound Voice Self-Service E-Mail Web. Optimized Open Mediaof • Chat workflow non real-time interactions Customer Interaction Management Platform Agent Desktop Expert Contact Gplus Adapters Integration Products SDK Workforce Management • Consolidated Real time / & Historical reporting • Centralized Functional & Technical application maintenance Supervisor • Single point. Infomart of integration Desktop to PBX, IVR, OS, DBMS, etc. • Provides Multi-site & Insight. Redundant deployment Products

Interaction Workflow (also known as “Multi Channel Routing”)

E-Mail routing struggles. . . § Universal Queue Solutions (push) – focus on routing – Vendors: Cisco, Avaya, Nortel, In. In, . . . – Positive • Most efficient distribution • Service level management • Reporting available – Negative • No manual control on distibution process • Not capable of handling interactons between multiple persons internally (e. g. between agent and expert)

E-Mail routing struggles. . . § E-Mail Response Solutions (pull) – focus on process – Vendors: Kana, Siebel, SAP, Peoplesoft, (Outlook), . . . – Positive • Full (manual) control on distribution process • Capable of handling interactions between multiple persons internally – Negative • Inefficient distribution • No service level management • No reporting available

Genesys Interaction Workflow Provides Best of both Worlds !! – Most efficient distribution with (manual) control on distribution process – Capable of handling interactions between multiple persons within the enterprise while maintaining end-to-end Service Level objectives – Provides both Reporting & Forecasting

CIM Platform: a look inside… Genesys Media Interactions Genesys Genesys Inbound Network Outbound Voice E-mail Web Open Voice Platform Media (chat) Interaction Management New Architecture Components for Email/Web/Open Media Real-Time Routing Interaction Workflow Designer Interaction Routing Designer Interaction Server Universal Routing Server Universal Contact Server Custom Server Knowledge Manager Classification Server CIM Platform Reporting Call Center Analyzer CCPulse + Framework (T-Servers shipped based on Interactions Purchased)

Interaction Server’s Workflow Designer Create • Easy definition of Workflow strategies Routing work queues for Email, Web Media and custom media Create new • Define contrallable Queues and Workbins Real-time Routing strategies • Link Workflow to Routing strategies • Trigger new interactions to follow up existing interactions

Batch Queue Treatment Supervisor Desktop • Manipulate the Distribution of Non. Realtime Interactions • View individual messages after search • See details including: • Attached data • Message text • Attachments • Treat emails categorically or individually • Terminate • Change Priority • Change Queue

Knowledge Manager • Define Response Templates to improve: • Speed of Responses • Quality of Responses • Consistency of Responses • (Sub)Category structure simplifies overview of Knowledge Base • Dynamic Field entries automatically personalise the standard response templates • Responses can be used for all media (including the assistance for inbound voice)

Internet Interactions • Simple & Advanced Content Analysis • Automated and Suggested Responses • Response strategy Outbound Inbound Voice integrated in distribution Voice rules Customer Interaction Products Self-Service E-Mail Internet Open Media • Collaboration on responses • Push & Pull distribution Customer Interaction Management Platform • Supports Internet Security • Take advantage of Agent Expert Gplus consolidated features of the Desktop Contact Adapters CIM Platform: • Distribution • Reporting Integration Products • Contact History • Media Provided: SDK Workforce Management Supervisor E-Mail • Infomart Desktop • Chat • Co-Browse • Web Call Trough Insight Products • Web Callback

Internet Interaction: E-Mail

Companies Failing to Meet E-mail Service Expectations § 38% of consumers with incomes of $100, 000 or more expect a 6 -hour turnaround. § New Internet users (41%) and consumers age 55 or greater (43%) expect a 6 -hour turnaround § Delayed e-mail response negatively impacts not only customer satisfaction, but also call center costs and customer revenues. § 58% of consumers surveyed said they would call when their e-mail goes unanswered, while 36% said they'd send another e-mail. § A slow e-mail response can translate into multiple customer inquiries, potentially doubling processing costs - and prompt customers to bolt. § 46% said the speed and thoroughness of an e-mail response would guide future purchases from a Web site. Jupiter Research benchmarking study 2003

Collaborative E-Mail Response Participant Status Monitoring • Efficiently respond on EMails requiring multiple parties to be involved • ‘Forward’ interactions to colleagues while remaining control on service objectives • Add personal notes to forwarded messages Participant Invitation • Verify response status in real time • Consistently report on overall response times and response times of collaborations

Supervisor Queue Management Supervisor Desktop • Manipulate the Distribution of Non. Realtime Interactions • View individual messages after search • See details including: • Attached data • Message text • Attachments • Treat emails categorically or individually • Terminate • Change Priority • Change Queue

Screening Rules Screening rules perform pattern matching on incoming interactions. The results of the pattern matching are then available for use in subsequent steps in routing and in interaction workflows.

Content Analysis § Genesys Content Analyzer is an option to that adds natural language processing technology to Genesys Knowledge Management. – It activates Training Server, which has no function in the basic Genesys Knowledge Management but is required for training models. – It enables Classification Server to categorize incoming interactions using models.

Content Analysis Training § Training scans the text objects and forms a statistical model of the words and phrases that tend to occur in each category. § This is why you may want to have the training scan standard responses: they are very likely to include many words and phrases diagnostic of their category. § This is also the reason that more text objects is better: it increases the sample size, which increases the accuracy of the model. § Training may be scheduled as desired.

Genesys E-Mail Unique Selling Points § Integration of (automated) reponse rules into routing strategy balances Customer Value with Cost of Service § E-Mail Collaboration provides control on e-mail interactions that require assistance from an expert § The combination of efficient routing (push) and (manual) queue management (pull) provides full flexibility, while ensuring service levels. § The workflow capabilities ensure an optimized e-mail response process

Improved e-Mail Response 15% - 50% Reduction in Handle Time

Internet Interaction: Chat

Web-based Chat § Support for Multiple Chat Interactions – Single Agent manages multiple chat interactions § Chat Transfer features – Agent to Agent – Agent to Queue § Chat Transcript Handling – Entire transcripts visible to all active chat participants – Transcripts stored in Contact Database – Transcripts may be reviewed at a later time § Implemented via pure HTML

Genesys Process Routing Genesys Open Media vs Genesys Process System

Genesys Enterprise Interaction Management Business Process Routing Customer Interaction Management Branches Mid offices Outsourcing Agents Self Service Marketing Service Experts

Example Enterprise interaction clients

Interaction Management Across the Enterprise voice e-mail web documents fax white mail work item @ Real-Time Routing Work Bin Business Process Management Open Media Interface Genesys CIM Platform Front Office Workers Functional Experts

Open Media Interface • Add’s any media to the Genesys Interaction Management Platform (e. g. Fax. Letters, SMS, . . . ) • Integration with third party Workflow Solutions Outbound Inbound Voice Customer Interaction Products Self-Service E-Mail Web Chat Open Media • Leverages strengths of CIM Platform: • Real-time & non-real. Customer Interaction Management Platform time distribution • Maintain Service Objectives Agent Expert Desktop Contact • Consolidated Gplus Adapters SDK Workforce Management Supervisor Desktop Reporting & Forecasting • Consolidated Contact Integration Products History Insight Products Infomart

Example use cases § Faxes – can be treated as a separate media – Faxes will be handled within the Interaction Workflow – Attached data (OCR-field info. . . ) can be used to enrich the processing. – Faxes will be stored in the contact database. – Handling and response times time can be reported and forecasted upon § 3 rd party Workflow solutions (e. g. Filenet, Staffware, . . . ) – can be integrated, adding the value of our CIM platform – while leveraging existing investments

Interaction Management Across the Enterprise voice e-mail web documents fax white mail work item @ Genesys Business Process Management System Genesys CIM Platform Front Office Workers Functional Experts

Integration Products Customer Interaction Products KEY ELEMENTS Inbound Voice Outbound Voice Self-Service E-Mail • Out-of-the-box Desktop Web Chat Open Media applications for Front & Back Office employees • Out-of-the-box integration with Business Customer Interaction Management Platform Management Solutions (Siebel, SAP, Peoplesoft and Microsoft) Agent Desktop Expert Contact Gplus Adapters SDK Workforce Management Supervisor set of interfaces to • Rich Infomart Desktop integrate with e. g. • custom CRM / desktop applications Integration Products Insight Products • custom Reporting / Wallboard applications

Genesys Contact Navigator (G 6) Genesys Agent Desktop (G 7)

Agent Desktop – Solving Pain Points Issue Solution - Agent Desktop Building desktop from scratch takes too much time Out-of-box Genesys Agent Desktop delivers an ergonomic user interface for all contact center interactions Poor design reduces agent productivity Streamlined design improves focus, simplifies navigation to agent productivity Deploying and upgrading individual desktops is costly Thin client, centralized architecture reduces upgrade and deployment times Inconsistencies created with multiple language support Simplified localization improves consistency across site and reduces IT costs

Genesys Agent Desktop Optimized for multi-media interactions § Out-of-the box desktop application Telephone E-mail § Supports any media channel – – Inbound/Outbound voice Email Chat Web § Thin Client application – Easy deployment – Customization possible

Collaborative E-Mail Response Participant Status Monitoring Participant Invitation

Genesys Supervisor Desktop

Supervisor Desktop • Combines all Supervisor Tasks into one Easy to Use Desktop Applicaton Customer Interaction Products • Provides Agent, Group & Outbound Skills Configuration Inbound Voice Management Self-Service E-Mail Web Chat Open Media • Manipulates the Distribution Customer Interaction Management Platform of Non-Realtime interactions Agent Expert • Manages Escalations. Gplus and Desktop Contact Quality Assurance Adapters • Remains in control through Integration sophisticated Alarm Products Conditions and Screens SDK Workforce Management Supervisor Desktop Insight Products Infomart

Supervisor Desktop 7 Overview § Unified interface Summary Level (Configuration, Reporting, Alarms, Queue Mgt) § Easy to use § Thin Client § Personalized Detail Level View navigation § Consistent with Agent Desktop

Agent Configuration § Create / Modify agents in real time – – – Skills Login ID’s Names Roles Password § Bulk agent modification § Skill management – Assign skill to all or selected agents within a group • Example: Group trained in new technique – add skill to all agents in a single action – Search for agents with a specific skill – Eliminate all instances of a skill

Personalized Alarms § Threshold and alarm management – Alarms configured for Genesys objects – Color coding and severity indicators § Save in Quick Dashboard for easy reference – alarm status also visible § Personalized color codes

Supervisor Desktop View Alarms

Genesys Desktop Unique Selling Points § Out-the-Box Desktop applications that meet the specific needs of the users: – Agents – Supervisors § Easy to deploy Thin-Client applications § Each desktop provides the ability to handle All Media, Inbound ánd Outbound § Easy to Personalise and Easy to Customize § Genesys Desktops enable the specific interaction handling functions of the CIM Platform – Supervisor Queue Management – Collaborative E-Mail – Knowledge Base & Contact History

Integration: G+ Adapters

Genesys Gplus Program § § Expands combined value proposition Extends the benefits of Genesys Accelerates solution deployments Reduces risk “Genesys’ commitment to working with complementary application providers offers businesses a ’real-world’ approach that delivers more complete customer relationship management solutions. ” META Group

Genesys and ISV Partners § CRM/ERP controls the business processes, the customer data, and the agent desktop § Genesys manages communication and customer interactions across all channels § The Gplus adapters bring together the strengths of both companies to ensure customer satisfaction and to drive business success § Success factors: 1+1=3 - Joint engineering efforts - Minimum overlap - Combined Marketing & Sales activities

Integrated Offering Improves Customer Service & Loyalty § Intelligent data-driven routing based on business rules § Blended inbound/outbound multimedia interaction management § Support for outbound dialing modes (preview, progressive, and predictive)

Integrated Offering Improves Agent Productivity § Leveraging a single desktop application § Agent screen pop and seamless call/data transfers § Topic driven Screen presentation

Integrated Offering Lowers Administration Costs § Real-time agent configuration synchronization § Automated campaign data synchronization § Automated business data synchronization

Integrated Offering reduces Cost of Integration § Pre-defined integration reduces effort & project risk § Version Upgrades (CRM/Genesys) included in maintenance – minimizes future integration costs !!

Gplus adapters Supported Rls • Siebel 6 (2000) • SAP ERP (R/3) • Siebel 7. 0; 7. 5; 7. 7 • SAP CRM 3; 4 Supported Rls • PSFT 8 • MS CRM 1. x • MS CRM 2. 0 (Q 4 -2005)

Siebel 7 with Gplus Adapter Communications Toolbar Persistent Dashboard Contact Information Interaction History

Gplus Adapter for Siebel Customers § § § § § Advanced Info Svcs (Thailand) AT&T Wireless (US) AMP (AUS) Banesto (Spain) Bank of Asia (Thailand) Bank of Montreal (Canada) Bank Leumi (Israel) British Telecom (UK) Centrica (UK) China Netcom (China) Corporacion Digitel (Venezuela) Dept of Education (US) Doble (US) Exodus Communications (US) Finanz Bank (NL) Groupama (France) INS (US) Lattlekom (Finland) Maytag (US) Merrill Lynch (US) § § § § § Nashuatec (NL) Nationwide Insurance (US) Nedcor Bank (South Africa) Nicos (Japan) Premier Farnell (South Africa) Principado de Asturias (Spain) Robeco (NL) Sainsbury (UK) Samsung Life Insurance (Korea) Sol Melia (Spain) Sprint North Supply (US) State of Colorado (US) Sun Life (Canada) Sun Microsystems (US) Swisscom Mobile (Switzerland) Telstra (AUS) The Hartford (US) Total Gaz (Portugal) Virginia Tax (US) Xfera (Spain)

GPlus Adapter for my. SAP CRM Key Product integration points § § § Business Partner look-up via caller attributes or e-mail address Display of Business Transaction history (e. g. Orders) Transfer of SAP business data along with interaction Easy data exchange with Interactive Intelligent Agent (IIA) Outbound contacts from SAP CRM Contact Lists Integrated Customer contact history with my. SAP CRM Analytics

Joint Customers – my. SAP ERP – – – – – BCA, U. K. Bertelsmann, Europe ECI, Belgium Elf Lubricants, France Energy Australia Engen Petroleum, South Africa Festo AG, Germany GPU/First Energy, U. S. Netscalibur, Italy Oklahoma Gas and Electric, U. S. Pioneer Concrete, Australia PSA Peugeot Citroën, France Reliant Energy, U. S. Sanlam Insurance, South Africa SAP AG, Germany Singapore Power, Singapore Sterling (Kohler), U. S. Yellow Pages, U. K. Yodobashi Camera, Japan

Joint Customers – my. SAP CRM – Artic. Cat*, U. S – Adobe, US – BOC Gases, Australia, U. K. , U. S. – Brutele*, France – De. Agostini, Italy – Epson, Korea – Ipsoa, Italy – Linz AG, Austria – NVE*, Denmark – Pirelli, U. K. – PWN*, Netherlands – Sazka, Czech – Scottish Courage, Scotland – Sko. FIN, Czech Republic – Uralita*, Spain * Genesys Express

People. Soft Gplus adapter

Genesys and People. Soft Common Customers § § § ABN AMRO Agilent Technologies Bausch & Lomb Belgacom Bell. South Ecuador Blue Cross/Blue Shield Canadian Pacific Railroad Chase Check. Free Codetel Duke Energy Dynegy Federal Express France Telecom Infonavit Logic BV Lufthansa Mobil. Rom Nextel Pepsi. America Polycom Prima Telemetric Sprint Tricom Watts Communications § Wells Fargo § § § §

Gplus Benefits Summary § Increase Customer Satisfaction – The Genesys suite and CRP/ERP integration allows for tailored service interactions using all available data § Increase Productivity – The Genesys Gplus Adapters increase agent efficiency and allow agents to service customers through a single desktop interface § Improve Cost of Ownership – The Gplus Adapters reduce the complexity of integrating the Genesys Suite and CRP/ERP software

Genesys GPlus Adapters Unique Selling Points § Provides more Business Value through better integration – – – Intelligent Screen & Script popup Integrated Multimedia Capabilities Integrated Outbound Campaigns Integrated Contact History Integrated (Analytical) Reporting § Closest Co-Operation with CRM-vendors – Combined Development-effort – Validation & Certification on most recent versions – Combined knowledge within Technical Support Organizations of Genesys and CRM partners § Proven Solutions – Genesys has a very rich installed base on integrated CRM deployments § Knowledge within Customer Support Organization and Partners – Knowledgeable Professional Services, Technical Support and Partners – GPlus Developer courses available within Genesys University

Break Break

Case: De Telegraaf - Netherlands

Who is De Telegraaf ? § The company – Publisher #1 Newspaper in The Netherlands – Publisher of magazines and door-to-door papers – Revenue EUR 700 Mio from subscribers, advertisement and kiosk sales § Their contact center – – – 120 seats # calls # coupons # emails # faxes / letters 1. 5 million 2. 8 million 40. 000 1. 2 million p. year

Project C NTACT! § Telegraaf Customer Contact Center (T 3 C) § T 3 C Objectives – – Improve Customer Relationship – single point of contact for all BU’s Improve Operational Efficiency – migrate into a single department Multi Channel Contact – phone, IVR/Web, e-mail, coupon, fax, letter Ambition to become an outsource contact center § Solutions within CRM scope – Siebel CRM – Genesys Interaction Management – Data. Distilleries Analytical CRM

Genesys @ De Telegraaf Customer Interaction Products Inbound Voice Outbound Voice E-Mail Web Chat Open Media Customer Interaction Management Platform Gplus Adapters Integration Products Workforce Management Insight Products

Sales cycle Key Elements § Competition: Avaya on solutions, Siebel on project-planning § Internal Mentor: Dick Pouw, manager T 3 C § Shift of focus from Siebel to Genesys – From Big ROI to Quick ROI – From Revenue Generation to Cost-Savings – From ‘it might happen’ to ‘it will happen’ § Positive Proof of Concept – Genesys – Siebel 7 integration – Reference visit at Be. Cogent and ECI § Great Co-operation with selling partner – Genesys remained a direct touch during the sales cycle

Return on Investment § Handling of 20% more calls with same staff § … (equals EUR 8. 000 per seat; ROI < 1 ½ year) § Call time reduction of 20 secs (15% - 35% of call length) § Efficient processing of coupons (incl. storage) § Better insight on contact center operation § Better scheduling of agents

Demonstration E-Mail, Agent & Supervisor Desktop

Exercise Genesys Business Value Proposition

Exercise: Business Value Proposition § Define a Business Value Proposition around a certain topic to a certain person within the Contact Center Organization. § The proposition may not last longer than 30 seconds. (“elevator pitch”) § The topic can be generally on Genesys’ value, can be on a specific solution that Genesys provides or a can be on a specific issue that Genesys solves. You may select your own topic § The person within the organization is for example: – – Director of Operations – strategic focus Contact Center Manager – tactical focus Director of IT – strategic focus IT Manager – tactical focus

Exercise: Business Value Proposition Business value proposition guidelines: § “What” Describe the solution that you are proposing § “So What” Describe what improvement this brings to the organization, or what issue this solves. § “How Much” Describe the value of your solution in clearly measurable and understandable figures § “Prove it” Use an example (e. g. reference customer) that proves that your solution and the value are both realistic

Exercise: Business Value Proposition Example: § “What”With Genesys Voice Platform – our IVR solution – we are able to serve callers in a very good manner without interference of an agent. § “So What”: This means that the most simple and boring service questions will be taken away form your agents, saving their valuable time. § “How Much”: Our expectation is that – in your situation – this will save at least 10% of the agents talk time, representing a savings amount of EUR 300. 000 per year. § “Prove it”: At PWN – a Dutch Utilities company providing water to apx 700. 000 households – we’ve reduced the number of calls to the agents with 15% by ‘only’ optimizing the collection of watermeter levels. To PWN their investment was earned back within 1½ year, while maximum waiting times have been reduced with a factor 5. In the back of the student-kit you will find some case studies of Genesys customers. Case studies can also be found on the Genesys web site (www. genesyslab. com)

Exercise: Business Value Proposition Team-work: § Define groups § Each person will define his/her own value proposition. § By reviewing your partners you will help him/her to improve their value proposition. § One of the value propositions per group will be presented to the class.

“See You Tomorrow” And don’t forget your Homework !!. . . ; )