Mergers and acquisitions, communications virtualization and shifts in IT sourcing drive big changes in all sized companies. Hear how three large enterprises use Genesys solutions to meet business imperatives. Topics covered will include SIP Server, Virtual Agent Desktops, Federated and Virtual Hold solutions.
Breakout Series 2
Day: Wednesday, May 11, 2011 Time: 2:00 p.m. – 2:45 p.m.
CB Cross Channel Conversations
How High Touch Proactive Communications from Medco Helps Patients and Clients
Tim Grafford, Senior Director of Advanced Technologies, Accredo, A Medco Company
Dudley Larus, Senior Product Marketing Manager, Genesys
Session Overview: Experience high touch proactive communications that sets the stage for profits and improved business process at Medco.
In a hyper competitive economy, a growing number of enterprises are relying on Proactive Communications to complement and improve their multi-channel strategies. Proactive can alleviate many of the cost and resource allocation issues associated with managing multi-channel customer communications. This session defines proactive communications and highlights its business benefits for customer service. Accredo, a Medco company, explains how Proactive Communications provides high touch customer communication in the healthcare industry that’s essential to business processes while driving efficiency and profitability.
CB Enterprise Resource Optimization
Are Tasks and Work Items Killing Your Customer Experience?
Susan A. Resendez, Director, Operations Resource Solutions, Farmers Service Point
Erica Pentland, Lead Development Manager, Farmers Service Point
Eric J. Weigand, Project Manager, Farmers Service Point
Adam Zolnowski, AIS, Business Systems Specialist, Farmers Service Point
Randy Brasche, Director of Product Marketing, Genesys
Session Overview: This customer panel will discuss how companies can improve the delivery
of customer-related work items and processes.
Today, the front- and back-office organizations inefficiently manage work items associated everyday customer interactions, resulting in lost customers. How do you prioritize new account applications, claim-forms, and complaint faxes by business value -- just like a telephone call -- and align them with the ideal resource? In this session, learn how Farmer’s Insurance is leveraging Genesys Intelligent Workload Distribution (iWD) and Workforce Management to improve service levels, employee skills, and customer satisfaction.
PS Open Systems
Genesys IP Solutions – Transforming the Contact Center
Richard Barton, Senior Manager, Product Management, Genesys
Bill Mitchell, Senior Product Manager, Genesys
Session Overview: Learn how Genesys IP Solutions enable contact center transformation.
Interested in transforming your main contact center infrastructure, extending it to home or branch offices, or enabling a hosted-service solution? This is the place to learn how to do it. In this session, we’ll take a look at using Genesys IP Solutions to manage virtualization; extend customer service models to integrate with branch offices, experts, and home agents; and enable new channels like IM, Video and Unified Communications.
PS Cross Channel Conversations
Changing the Conversation – The Intelligent Customer Front Door with Genesys Conversation Manager™
Cliff Bell, Product Line Manager, Genesys
Session Overview: An iCFD™ architecture overview that demonstrates how to seize the moment of opportunity in cross-channel conversations.
Customer communication channels are multiplying, while customer service demands increase. Does your organization have a cross-channel solution architecture to seize the moment of opportunity? Come find out why the iCFD™ solution with Conversation Manager was selected by Blue Sky Airlines to enable seamless customer conversations across mobile, web, social media & contact center touchpoints. You'll have the opportunity to experience iCFD™ first hand, and take home the iCFD™ Blue Sky mobile app as a souvenir!
BA Beyond the Contact Center
Extending the Customer Conversation into the Enterprise
Darryl Addington, Manager, Product Marketing, Genesys
Charles Lee, Senior Product Marketing Manager, Genesys
Session Overview: Extending customer services beyond contact center using Genesys SIP and UC Connect with various use cases.
Unified communications is ideal for including skilled enterprise resources into the customer service operation. Knowledge workers outside the contact center can be used for specialized customer service but often they are on phone systems which are completely separate from the contact center. Using Contact Center Extensions such as Genesys UC Connect, SIP, and Collaboration, companies can combine the capabilities of their leading UC systems with those of the Genesys 8 platform and better leverage the resources of the entire organization.
BA Open Systems
Change the Conversation with OpenTouch™
Xavier Martin, Vice-President Product Marketing, Communications Solutions, Alcatel-Lucent
Session Overview: Learn about the OpenTouch™ communications suite, based on a SIP-at-the-core converged architecture.
OpenTouch™ enables enterprises to transform traditional one-party, voice-only communications into seamless conversations that leverage a range of applications. Enterprises can now more easily harness the power of communication innovations, including video, mobility and social media, to improve engagement with customers and employees. The OpenTouch™ suite is built on the communications platform architecture which leverages Genesys™ SIP Server and OmniPCX™ Enterprise solutions to deliver an architecture that supports multi-party, multi-device, and multi-media conversations for enterprises.
BA Cross Channel Conversations
Designing Better Genesys Applications Through the Use of Innovative Simulation Technology
Noel Roberts, VP Client Development and CTO, Aria Solutions
Korran Nielsen, Senior Software Architect, Aria Solutions
Session Overview: How can Aria's CIMplicity Simulation offering help you.
The complexity of a contact center’s operations can make routing applications design difficult. If an application doesn’t reflect reality, it can cause project delays and impact customer service and operations. This presentation will provide an overview of how Aria’s new CIMplicity Simulation for Genesys routing offering can help overcome these challenges. It models existing or planned contact center applications using real contact center logs and identifies what's working well and, more importantly, any potential problem areas. The software can run an entire day's calls within minutes, thereby permitting rapid feedback for re-design.
Breakout Series 3
Day: Thursday, May 12, 2011 Time: 2:30 p.m. – 3:15 p.m.
CB Service Delivery Optimization
Demystifying Workforce Optimization
Michael Crudell, Business Systems Analyst, Adobe Systems
Karen Hardy, Sr. Product Marketing Manager
Session Overview: Learn about workforce optimization best practices. Hear from a customer why Genesys WFO is unique.
There has been a great deal of recent buzz in the industry about workforce optimization. Attend this session to learn from an independent consultant what workforce optimization really is, and how it is more than workforce management and quality management and why Genesys can help you succeed. Hear from a customer how Genesys WFO is helping achieve greater employee effectiveness.
PS Performance Management
Bringing Information Together: A Product Management Discussion of Genesys Performance Management
Teddy Rusli, Senior Product Manager, Genesys
Diane Klim, Product Manager, Genesys
Session Overview: Learn and ask questions about advances in managing business-centric, multi-channel KPIs by Advisor and Insights.
Genesys Performance Management brings information together that is more meaningful and more manageable with the introduction of Advisor 8.0 and Insights 8.0. Advisor solves real-time performance management issues through a common, business-centric view of contact center performance. Product Management will discuss how, including a focus on multi-channel KPIs and objects. Insights empowers users to document and explore patterns in customer service activity via a rich set of interaction details. The discussion will focus on recent advances in multi-channel historical metrics, outbound, and leveraging customer satisfaction and revenue data.
PS Service Delivery Optimization
Measure it, Manage it…even in the Back Office! Reporting & Analytics for Genesys intelligent Workload Distribution
Adam Rosen, Senior Manager, Product Marketing, Genesys
Session Overview: An overview of the historical & intra-day reporting and management tools available for Genesys iWD.
Back office environments suffer from poor management and reporting tools, as well as a dearth of historical reporting options. The result is missed service levels, poor customer service, and an inability to know where to focus improvement efforts. This session will discuss the capabilities provided with Genesys iWD and supporting products that help managers understand how their staff is performing, as well as the current status of the in-process work and backlog. It will include several customer examples.
BA Professional Services
Risk, Cost and Time Line Containment with Service Offerings
Mark Kayserman, Professional Services Custom Solutions, Genesys
Tony McGinty, Professional Services Custom Solutions, Genesys
Session Overview: Highlighting the Service Offering program to enable effective solutions
with example use cases and select offering discussions.
Learn how you can benefit from the Services Program, what it means, pricing models,
implementation strategies and support services. Discover how Service Offerings have made the
difference for our customers and partners with faster and more effective implementations, reduced overall cost, and mitigated common project risks. The session will cover some select Service Offerings from the portfolio.
BA Genesys 8
Genesys 8 Suite: Today, Tomorrow and Beyond
Liz Osborn, Director, Product Marketing, Alcatel-Lucent/Genesys
Session Overview: Get a "big picture" overview of the entire Genesys 8 suite of Customer Service products and next releases, including a high level roadmap and vision for the future.
The G8 suite offers an unprecedented breadth of new products and capabilities, including social engagement, a Workforce Optimization suite, the intelligent Customer Front Door, and the new cross channel solution, Conversation Manager™. Genesys has grown far beyond its' successful roots in CTI and routing; find out how the pieces all fit together to form the most powerful customer service suite on the market today. Learn more about the vision for the Genesys suite of products, what is planned for 8.1, and what the future holds for the Genesys suite.
BA Cross Channel Conversations
What’s your Mobile Strategy?
Darryl Addington, Manager, Product Marketing, Genesys
Mayur Anadkat, Manager, Product Marketing, Genesys
Max Ball, Product Management, Genesys
Session Overview: Learn how the mobile revolution transforms the way you communicate, support, and sell to your customers.
There are many examples of how mobile devices are transforming our everyday lives, e.g. the iPad 2, Android, 4G and LTE; mobile transformation seems to have reached a tipping point. Is mobile just another channel or a fundamental shift in how customers interact with companies? Learn about Genesys’ mobile strategy, our vision for mobile customer care, collaboration, operations, and mobile business processes. Join us to learn how Mobile can transform the way you communicate, support, and sell to your customers.
Using Social Media to Expedite and Improve your Customer Response
Robert Lamb, Director/Global Practice Leader for AT&T Consulting’s Contact Center Practice
Session Overview: Discussion will focus on virtualized contact centers and optimizing the customer experience
Hear about the importance of using social media to expedite and improve your customer response and how these efforts can grow business. Robert is a published author of a new book, “Improving Your Bottom Line Through The Contact Center"
Breakout Series 4
Day: Thursday, May 12, 2011 Time: 3:30 p.m. – 4:15 p.m.
PS Genesys 8
What's New with Hosted and Administrator?
Kelly Still, Senior Product Manager, Genesys
Jeff Karas, Product Line Manager, Genesys
Session Overview: See the exciting new features in Genesys Hosted Provider Edition and Genesys Administrator - Change is Now!
What's so new about Hosted Provider Edition? Will I have new tools? How is Genesys Administrator evolving to support Hosted? Can Enterprises benefit from this evolution too? Whether you're a hosted service provider or an enterprise customer, join us and learn about the exciting new features in Genesys Hosted Provider Edition and Genesys Administrator. Change is now!
PS Open Systems
Two Peas in a Pod, Interaction Workspace and SDKs
Rick Phung, Senior Product Manager, Genesys
Bill James, Manager, Developer Integration Solutions, Genesys
Barbara Slaughter, Product Line Manager, Genesys
Session Overview: A tour of the innovative Interaction Workspace desktop. Learn how it and SDKs transform interactions into conversations.
An agent desktop or development platform? The answer is both. This session shows you how Interaction Workspace transforms the user's experience from managing individual customer interactions to conversation. Hear about how Interaction Workspace is built on Genesys SDKs and architected for openness and customization in order get the best of both worlds. See how the technology stack allows you to customize to the fullest extent possible without the overhead and risk of developing your own desktop from the ground up.
BA Performance Management
Performance Management: Empowering the User through Mobility and Better Business Insight
Jeff Woodland, Senior Product Marketing Manager, Genesys
Session Overview: Experts will discuss using business measures and mobility to improve Contact Center decision-making.
Listen to experts explore how to make faster, more informed decisions by measuring customer service and agent outcomes based on business-centric KPIs like revenue and customer satisfaction, and arming contact center managers with smart phones.
BA Cross Channel Conversations
Best Practices for Proactively Engaging the Social Conversation
Lisa Abbott, Sr. Product Marketing Manager, Genesys
Session Overview: Strategic session outlining a holistic enterprise approach and best
practices to integrating social media.
Social media is the new customer service channel. Facebook, Twitter, blogs, and Wikis all
communicate a public persona about your company and brand. These social media channels also
create new customer service challenges. How can companies leverage best practices from the
contact center in a social media world? And, as customers jump between social, voice, web and social media channels, how can companies maintain one conversation?
Learn how Genesys Social Engagement is leveraging best practices from the contact center in a social media world. Just like a telephone call to the contact center, Genesys Social Engagement determines the business value and “social graph” of a Facebook post or Tweet to align with the ideal resource across the enterprise. And, as customers start a conversation through Social Media, Genesys will continue the same dialogue through voice, web, and mobile channels.
Engage Your Customers for Life! How to Build a Successful Cross Channel Solution with Conversation Manager™
Liz Osborn, Director, Product Marketing, Alcatel-Lucent/Genesys
Session Overview: Learn a few quick tips, tricks and tools to build a successful cross channel conversation program, one project at a time.
Providing a consistent customer experience regardless of what device or channel the customer uses will drive much higher customer engagement and revenue per customer but where do you start? In this session you'll learn a few secrets of how to begin building a successful cross channel solution. You'll learn highlights of best practices and the methodology that can be used to break up your service chain into manageable projects that improve the customer experience, increase revenue, and pay for themselves in business operation savings. Leveraging the Genesys suite and Conversation Manager™, you can start to tackle the process of creating cross channel conversations with your customers.
BA Visual Communications
Video Collaboration: Turning Video into the New Dial Tone
Lizardo Espinosa, Director Product Marketing Enterprise Communications, Alcatel-Lucent
Session Overview: Discover how today's new and future Alcatel-Lucent video collaboration offer helps you drive collaboration and reduce costs eliminating the need for costly travel while still promoting face-to-face collaborations.
While in-person meetings are still the preferred choice, video is introducing a whole new platform that allows for more effective communications when in-person meetings are not possible. When this technology is combined with collaboration and other multimedia means and technologies, the possibilities are virtually endless. Discover how our brand new video collaboration offer helps you drive collaboration and reduce costs. Have a look at the new generation of enterprise collaboration. IM, Web Conferencing, Personal video, video for workgroups, Interactive Whiteboarding, Immersive Communications and much more - A cocktail of products that will help us deliver on our promise - turn video into the new dial tone.
BA Cross Channel Conversations
What’s your Mobile Strategy?
Darryl Addington, Manager, Product Marketing, Genesys
Mayur Anadkat, Manager, Product Marketing, Genesys
Max Ball, Product Management, Genesys
Session Overview: Learn how the mobile revolution transforms the way you communicate, support, and sell to your customers.
There are many examples of how mobile devices are transforming our everyday lives, e.g. the iPad 2, Android, 4G and LTE; mobile transformation seems to have reached a tipping point. Is mobile just another channel or a fundamental shift in how customers interact with companies? Learn about Genesys’ mobile strategy, our vision for mobile customer care, collaboration, operations, and mobile business processes. Join us to learn how Mobile can transform the way you communicate, support, and sell to your customers.
