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All rights reserved © 2005, Genesys Telecommunications Laboratories, Inc.
Company Facts
#1 Contact Center and Open IVR Software Provider
100% contact center software focus
1,400 employees
3000+ customers
Sales in more than 80 countries in 45 offices
More than 300 partners worldwide
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All rights reserved © 2005, Genesys Telecommunications Laboratories, Inc.
Proven with Industry Leaders
The #1 market leader in each of 25 different industries uses Genesys
Fortune 1000
10 of 10 Top telecommunications companies use Genesys
TOP 2 Top automakers use Genesys 03 of 5 Top airlines use Genesys 03 of 5 Top banks use Genesys 0
3 of 5
5 of 10 Top securities companies use Genesys
5 of 10 Top insurance companies use Genesys
3 of 5 Top computer companies use Genesys
4 of 5
Top utilities companies use Genesys
Top healthcare companies use Genesys
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All rights reserved © 2005, Genesys Telecommunications Laboratories, Inc.
World Class Customers
ManufacturingManufacturingRetailRetail Financial ServicesFinancial Services TelecomTelecom
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All rights reserved © 2005, Genesys Telecommunications Laboratories, Inc.
Recognized as worldwide leader in CTI
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All rights reserved © 2005, Genesys Telecommunications Laboratories, Inc.
Call Center Directions
Then: call centers were tactical• Standardize service
• Cost center – not a revenue driver
• Not aligned with business objectives
Drive revenue, reduce costs, and improve quality
Now: call centers are strategic• Call centers drive new revenues
• No longer isolated silos but integral to business strategy
• Business results are directly linked to customer experience and efficiency
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All rights reserved © 2005, Genesys Telecommunications Laboratories, Inc.
What if you could
optimize all 3?
What if you could
optimize all 3?
Optimizing Quality, Cost and Revenue
Have you had to choose one of the
3?
Have you had to choose one of the
3?With
Genesys you can…
With Genesys you
can…
Genesys lets you …
Genesys lets you …
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All rights reserved © 2005, Genesys Telecommunications Laboratories, Inc.
E-mailE-mail FaxFax PhonePhone MailMail WebWeb WirelessWireless
Genesys Solutions
Vo
ice
Po
rtal
Bu
sin
ess
Pro
cess
Ro
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ng
Inte
rnet
Co
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ct
En
terp
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Ro
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ng
Net
wo
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ou
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tbo
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tact
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rce
Man
ag
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FrameworkFramework
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All rights reserved © 2005, Genesys Telecommunications Laboratories, Inc.
Call - Outbound
Speech
Calls - Inbound
SMS
Web
Specialist
Agent
Outsourcer
SupervisorBranch
CRM
ERP
Other Data Stores
Moving from disjointed Interactions, People & Information…
E -mail
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All rights reserved © 2005, Genesys Telecommunications Laboratories, Inc.
Interactions
People
Information
Call - Outbound
Speech
Calls - Inbound
SMS
Web
Specialist
Agent
Outsourcer
SupervisorBranch
CRM
ERP
Other Data Stores
… to software that ties everything together
E -mail
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All rights reserved © 2005, Genesys Telecommunications Laboratories, Inc.
Genesys Express – make it simple
PBX
Single Screen/Application
Integrated Product Suite
Centralized Management
Intelligent Routing of Customer Interactions
Agent Desktop
E-Mail Management
Business-Oriented Historical Reporting
Real-Time Monitoring
Voice Processing
Model Environment
Migration for Future Growth
Supervisor
DesktopAdministrator
Desktop
AgentDesktop
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All rights reserved © 2005, Genesys Telecommunications Laboratories, Inc.
Gplus adapter for MS CRM 3.0
Dramatically increases productivity of customer care
Finally supports Media Routing (CRM Email, Preview Outbound, Work Item routing)
Customer information displayed
Link to related
customer account
information displayed
Inbound Voice Calls
Screen Popup, phone control directly from the application – new CTI Toolbar and Taskbar
Automated interaction history
Single sign-on with Active dir.
Released on May 10th 2006
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All rights reserved © 2005, Genesys Telecommunications Laboratories, Inc.
Sales model and competence
purely indirect in Europe
SOFTWIN – strategic Genesys partner in Romania• great integration skills
• wide customer care – oriented portfolio focus
• existing references
• rapidly growing on the contact center market
Genesys Professional Services team available in Europe• to assist with a large projects
• provide “supervision”
• assist our local partners
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All rights reserved © 2005, Genesys Telecommunications Laboratories, Inc.
Genesys Running @ Lufthansa
Who is Lufthansa?• German airline company• Funding member of the world’s biggest
airline grouping, the Star Alliance• 8 contact centers worldwide• Existing Enterprise Routing over Avaya
Definity G3 PBXs
Business drivers• Centrally manage self-service, parking and
routing of calls (Optimize call routing)• Reduce telecom and infrastructure cost
Solution: Genesys Voice Platform Network Edition (300 ports - SIP)
• Managed service offering from T-Systems)
Gains• 20% calls are self-serviced in the network• Toll bypass as calls are routed from the
network to the premise using IP VPN/backbone
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All rights reserved © 2005, Genesys Telecommunications Laboratories, Inc.
Who is CartaSi?• Credit card market leader in Italy (7.5
million cardholders)• Existing Genesys over Avaya
customer
Business drivers• Manage growing inbound call
volume by deploying additional agents
• Increase overall quality of service
Solution: Genesys IPCC
Gains• 16 million calls per year• 97.5% first call resolution• 87% of calls answered within 20
seconds
Genesys Running @ CartaSi
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All rights reserved © 2005, Genesys Telecommunications Laboratories, Inc.
Genesys Running @ Ministry Of Social Development
What is MSD?• Government agency serving
more than one million New Zealanders for social services
• Largest commercial Cisco IP Telephony implementation in the world (8,500 IP phones)
Business Drivers• Seamlessly migrate their Nortel
DMS-100 based contact center to IP
• Virtualized resources across 5 different locations
Solution – Genesys IPCC (Cisco CM)
Thank you
