Choose from engaging and informative breakout sessions.
Customer Benefits: In the Customer Benefits breakout sessions, learn firsthand from other Genesys customers on how they have applied Genesys solutions, and the business benefits they have realized.
Product/Solution: In the Product/Solution breakout sessions, hear from experts who share in-depth technical information about Genesys products and solutions, and how they can enable higher operational performance levels.
Business Applications: In the Business Applications breakout sessions, discover how Genesys and Alcatel-Lucent solutions can bring business value to your customer service strategy.
Please find a list of breakout session titles and descriptions below.
CB = Business Benefits
PS = Product/Solutions
BA = Business Applications
Breakout Series 1
Day: Wednesday, 8 June 2011 Time: 15:15 – 15:45
CB Cross Channel Conversations
Intelligent Customer Front Door™ with Conversation Manager™ and Customer Effort Score
Richard McCrossan, Strategic Business Manager, Alcatel-Lucent Enterprise
Brendan Dykes, Principal Business Consultant, Alcatel-Lucent Enterprise
Session Overview: Learn how to measure your Customer Effort and improve it with intelligent Customer Front Door™ and Conversation Manager™.
Genesys clients have been using the Genesys intelligent Customer Front Door™ to engage with their customers, delivering the right customer experience to each customer interaction. Now with the introduction of Conversation Manager™, Genesys is helping our customers transform their customers’ experience, evolving from a disconnected channel-centric experience to a truly intelligent, multi-channel conversation that improves customer loyalty through reduced customer effort. Join this session to learn how to measure your Customer Effort and how to improve it with Conversation Manager™.
Transform Your Contact Center with Cross Channel Conversations
Lisa Abbott, Sr. Product Marketing Manager, Alcatel-Lucent Enterprise
Richard McFarlin, Manager Network Resource Optimization, Emirates Airlines
Session Overview: Emirates discusses strategic approach to delivering world class customer service with a cross channel solution from Genesys.
Emirates is one of the fastest growing airlines in the world and is considered to be a globally influential travel and tourism conglomerate. They are known the world over for their commitment to the highest standards of quality in every aspect of the business. With explosive growth they realized that delivering the best customer service would be instrumental to their success. Learn how Emirates’ strategy which integrates enterprise wide knowledge management with chat, email and phone, delivers a 360 degree view of the customer and allows Emirates to be where their customers are.
Canal+: A Story of Virtualization and Outsourcing Using SIP
Guillaume Calot, Strategic Business Director, SIP EMEA, Alcatel-Lucent Enterprise
Herve Giraud, CRM Project Manager, Canal+
Session Overview: Canal+ has virtualized all its contact centers, internal and outsourced, using SIP technology and thus improved customer experience and management of its workforce.
Learn how Canal+, a leading EMEA PayTV provider, has virtualized its contact centers and outsourced contacts centers. By leveraging SIP technology, Canal+ controls centrally the customer’s experience and manages the whole workforce as one, internal agents as well as outsourcers.
CB Service Delivery Optimization
Slovak Telekom increases agent effectiveness and speeds work items processing – thanks to iWD
Frank Trefzer, Strategic Business Director iWD EMEA, Alcatel-Lucent Enterprise
Margita Sochulakova, Sr. Specialist of CRM Development, Slovak Telekom
Michaela Prajslerova, Planning and Monitoring Manager, Slovak Telekom
Session Overview: Learn from Slovak Telekom How and Why they Implemented Genesys iWD, and Results Achieved.
iWD implementation in Slovak Telekom enabled automatic prioritization and distribution of non-voice objects to the best available agents according to defined business criteria as well as dynamic operational management through real-time monitoring and reporting. Non voice objects are processed as voice today by a push approach. The goal of implementation was to increase agents’ effectiveness and reduce time for processing of customer requirements.
Breakout Series 2
Day: Wednesday, 8 June 2011 Time: 16:00 – 16:30
CB Cross Channel Conversations
How Telecom Italia Empowers Customer Service from the IMS Cloud
Guillaume Calot, Strategic Business Director, SIP EMEA, Alcatel-Lucent Enterprise
Giacomo De Filippis, IPCC Senior Program Manager, Telecom Italia
Session Overview: How Telecom Italia Drives Customer Service from the Cloud.
Learn how Telecom Italia, a leading EMEA service provider, is leveraging Genesys SIP technology to drive their contact center cloud strategy. In NGN or IMS network environments, SIP brings service providers the required power and flexibility to deliver virtualized customer service for internal needs, hosted or SaaS offers.
Best Practices for Proactively Engaging the Social Conversation
Lisa Abbott, Sr. Product Marketing Manager, Alcatel-Lucent Enterprise
John Batty, Head of Tools and Technology Strategy and Planning, Everything Everywhere Ltd.
Andrey Lyubimov, Head of Contact Center Development, MTS
Session Overview: Customers Everything Everywhere and MTS highlight strategic approaches 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 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? Hear how two of the largest mobile operators, Everything Everywhere in the UK and MTS in Russia, are approaching social media with Genesys Social Engagement.
CB Enterprise Resource Optimization
Change the Conversation with Genesys Workforce Management 8
Stefan Captijn, Strategic Business Director EMEA, Alcatel-Lucent/Genesys
Carsten Fuhrmann, Head of Business Support, AXA Winterthur
Session Overview: Get up to speed with Genesys Workforce Management and learn how AXA Winterthur implemented a best-in-class workforce planning practice.
What if you could run your customer service operation more efficiently and on a more cost-effective basis? What if you could find that balance of efficiency and employee happiness? Genesys Workforce Management enables you to find that balance. During this session you will learn about the key functions of Genesys WFM and how these can help you achieve your business objectives. AXA Winterthur has implemented a comprehensive workforce management process structured according four planning dimensions: strategic planning, operational planning, tactical planning and real-time management. Carsten Fuhrmann, Head of Business Support from AXA Winterthur, will share the strategic thinking behind AXA’s resources management process, best practices and future outlook.
PS Genesys 8
360’ Dynamic Customer Engagement Demonstration
Richard McCrossan, Strategic Business Manager, Alcatel-Lucent Enterprise
Martin Troll, Senior Manager, EMEA Strategic Solutions, Alcatel-Lucent Enterprise
Arne Stoertenbecker, Solutions Architect, Alcatel-Lucent Enterprise
Michiel Buurman, Applications Architect, Alcatel-Lucent Enterprise
Aly Galal, Solutions Architect, Alcatel-Lucent Enterprise
Pawel Bublewicz, Solutions Architect, Alcatel-Lucent Enterprise
Jerome Saint-Marc, Solutions Architect, Alcatel-Lucent Enterprise
Session Overview: This cross channel scenario brings Genesys solutions to life by showcasing how SEDGE Bank delivers great customer experience.
You know Genesys solutions enhance customer service. Now see how they all link seamlessly together. See the bigger picture and from here dive into the individual Genesys solutions. From front office activities through back office handling and effective reporting, this demonstration brings Genesys solutions to life.
Breakout Series 3
Day: Thursday, 9 June 2011 Time: 14:45 – 15:15
CB Cross Channel Conversations
How Everything Everywhere Transformed their Contact Center to Prepare for Rapidly Changing Market Conditions
Jerry Tweddle, Account Manager, Alcatel-Lucent Enterprise
John Reid, Head of Contact Delivery, Everything Everywhere
Paul Pearson, Director, Platform Practice, Anana Ltd
Session Overview: How the UK’s largest Mobile Operator, Everything Everywhere [Orange and T-Mobile], migrated into Next-Gen Virtualized Contact Centre with Genesys SIP Server.
A detailed review describing how Everything Everywhere approached a complex migration to reduce business complexity, maximize efficiency and ensure faster and more reactive time-to-market. Everything Everywhere embarked on a multi-phase Contact Centre transformation programme to improve effectiveness. This had the effect of preparing them well for the mobile market changing significantly due to the explosion in smart phones, re-emergence of pay monthly market and increasing Subscriber numbers amongst many other factors. Technology is not the total answer; but it helps! What else was done? How did the business process needs drive the technical solutions? What were the key lessons learned?
CB Service Delivery Optimization
Intelligent Workload Distribution solution at E.ON
Frank Trefzer, Strategic Business Director, IWD EMEA, Alcatel-Lucent Enterprise
Tibor Vass, Requirement Manager, E.ON IT, Hungary
Session Overview: E.ON Hungary talks about why they chose iWD and key results.
Nowadays a lot of products advertised as smart or intelligent. You should be open minded but clever to choose the really smart one. Learn from EON Hungary's major challenges as a utility, why they have chosen iWD, their key results, and what they have learned during the iWD implementation.
CB Cross Channel Conversations
Unified Information Center for Russian Railways: The Telecom Express Story
Vyacheslav Beketov, Head of CC in Moscow, Call Center Developing Unit, Telecom Express
Sergey Sinyagin, Director, Call Center Developing Unit, Telecom Express
Viktor Matakov, IT Director, Call Center Developing Unit, Telecom Express
Oleg Saushkin, Manager, Sales, Alcatel-Lucent Enterprise
Session Overview: Telecom Express explains their vision and primary services.
Telecom Express is a company who services all customers’ requests to Russian Railways. Before, Russian Railways had Telecom Express has over 20 departments with 324 phone numbers that had to be integrated into one system to support, 17 railways and all customer/partners of Russian Railway requests. The contact center is distributed across macro regions of Russia. The steps to be fulfilled include concept and audit, choosing right partners for numerous subsystems, integration with information systems and all telephony aspects in distributed company. Telecom Express explains their vision and primary services.
CB Enterprise Resource Optimization
Change the Conversation with Genesys Quality Management
Stefan Captijn, Strategic Business Director EMEA, Alcatel-Lucent Enterprise
Session Overview: Interactive session highlighting how to develop a highly engaged workforce to achieve high quality conversations with your customers.
What if you could make every customer conversation a successful one? How can you make sure that workers are ready for the interactions they will handle? With Genesys Quality Management, you can assess the quality your staff is delivering by capturing and recording the conversations they have with your customers. By evaluating these conversations based on your quality criteria, you can implement targeted and specific training and improvement projects to increase quality and deliver on your customer service objectives.
PS CORE
A New Face of Genesys! Discover the Newly Redesigned User Interfaces
Rick Phung, Sr. Product Manager, Alcatel-Lucent Enterprise
Jeff Karas, Product Line Manager, Alcatel-Lucent Enterprise
Session Overview: A tour of two newly re-designed user interfaces: Genesys Administrator and Interaction Workspace - Change is Now!
Whether you are a system administrator, an agent, or somewhere in between, you need a user interface that allows you to focus on the task at hand. We're putting new faces on system administration and agent desktops that will do just this. We've designed our products to be ready for use out of the box and easily customizable. Join us in this session to see how Genesys Administrator and Interaction Workspace are transforming the user's experience.
Breakout Series 4
Day: Thursday, 9 June 2011 Time: 15:30 – 16:00
BA Cross Channel Conversations
What’s your Mobile Strategy?
Darryl Addington, Manager, Product Marketing, Alcatel-Lucent Enterprise
Mayur Anadkat, Manager, Product Marketing, Alcatel-Lucent Enterprise
Max Ball, Product Management, Alcatel-Lucent Enterprise
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.
BA Genesys 8
Genesys 8 Suite: Today, Tomorrow and Beyond
Liz Osborn, Director, Product Marketing, Alcatel-Lucent/Genesys
Session Overview: Overview of the Genesys 8 Suite, including a peek into the future of Genesys' customer service solutions.
The rapid adoption of new consumer technology makes it much more difficult to successfully engage and delight your customers. The G8 suite offers an unprecedented breadth of new solutions to meet this demand. G8 includes Social Engagement, Workforce Optimization, 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 fit together to bring you the most powerful set of solutions to meet your toughest customer service challenges now and in the future. Take a peak with us into the future of customer service; learn more about our vision of G8, and see where the future will take us.
BA Performance Management
Performance Management: Empowering the User through Mobility and Better Business Insight
Jeff Woodland, Sr. Product Marketing Manager, Alcatel-Lucent/Genesys
Scott Walsh, PM Strategic Solution Leader, Alcatel-Lucent/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.
PS Enterprise Resource Optimization
UC-Connect: Enterprise-wide Customer Service
Guillaume Calot, Strategic Business Director, SIP EMEA, Alcatel-Lucent Enterprise
Vadim Dymshyts, Solutions Leader UC Connect, IP Virtualization, Alcatel-Lucent Enterprise
Ketil Berge, Senior System Architect, DnB NOR
Session Overview: Presentation of UC Connect solution with the testimonial of DnB NOR about its early pilot.
Learn how Genesys UC-Connect solution can extend the customer service management across the whole enterprise, from the contact center to the experts and branches. DnB NOR, a leading Norwegian bank, will share its experience of early pilots.
