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  • 1. Services Offering Brief Genesys Project Management Process Genesys Professional Services
  • 2. Genesys Business Consulting > Services Offering Brief >  Genesys Project Management Process    |    page 2 Applying project H aving completed thousands of implementations worldwide, Genesys Professional Services is uniquely qualified to deploy made-to-order high performance solutions that deliver a Planning Planning processes are used to coordi- nate and prepare for a successful project. At this stage, all stakeholders review the management skills, fast return on investment. overall project strategy, which includes knowledge and experience The Genesys Project Management the schedule, cost, risks and scope. to provide: Process is a team-based strategic • A rapid return on approach that leverages best practices to Executing deliver outstanding results. Our consul- Most of the work in completing a investment (ROI) tants have the expertise to ensure the project occurs during the executing • High quality solutions success of your next project, no matter processes, which are framed in the that ensure reliability, how complex the requirements. context of a Project Life Cycle availability and The Genesys Project Management Methodology. Built on an engineering serviceability Process encompasses: approach to examining and resolving complex problems, the Project Life • Genesys expertise and • A strategic approach based on Cycle Methodology is founded on a proven best practices superlative project management repeatable series of four essential phases skills, tools and techniques through which all business systems aligned with well-defined must pass during their construction organizational objectives and operation: • Project Management Institute (PMI) principles that include the • Analyze five PMI processes essential to In this phase, Genesys consultants every project — Initiating, Planning, and your stakeholders work Executing, Controlling and Closing closely to identify project • A proven project life cycle goals, priorities, schedules and methodology based on the high-level deliverables. Key essential phases of project departmental needs, current pain construction and operation points, and critical project risk factors are discussed and notated. Initiating Communication plans, change Initiating processes are designed to management plans and project gain an understanding of the high- team roles and responsibilities are level project objectives, and to prepare documented, and training plans for estimating the scope of the project. and technical support options are An Initial Scope Statement is then defined. At the end of this phase, we produced for use in the planning will provide you with a description processes, which includes the project of our proposed products and objectives, requirements, deliverables services and an initial Project Plan. and schedule milestones. The Cost of Poor Customer Service
  • 3. Genesys Business Consulting > Services Offering Brief >  Genesys Project Management Process    |    page 3 Acceptance of these deliverables and the commitment of your An established methodology resources to the project mark the end of this phase. provides many benefits, • Design including: Working together, we elaborate on your requirements and clarify the • Best practices that ensure technical aspects of constructing a detailed system design. Technical a competitive advantage by specifications are prepared, work tasks are defined and sequenced, and aligning technology concepts resources are allocated. At this time, your technical staff should attend Genesys University to complete the recommended training. At the end with business driver of this phase, we will provide you with a comprehensive Technical Design requirements Specification and a System Test Plan, as well as updated documentation • A flexible framework from the Analyze phase.You will also receive weekly progress reports approach that accommodates that include project activity and financial details. This phase is completed unique organizational upon your acceptance of the Technical Design Specification. requirements • Build During this phase custom development occurs — the Genesys • An easy to use improvement environment is constructed, applications are installed, solutions are life cycle that makes it easy configured, back-end services are created and ancillary platforms are for project teams to move integrated. Additionally, processes are defined, environment configuration from vision to action for fast is documented, environment testing is conducted and support staff is return on investment trained. At the conclusion of this phase we will provide you with a fully functioning Genesys environment.You will also receive documents containing the results of systems testing, system configuration, and any updated materials from the Analyze and Design phases. Plan Execute Initiate Close Analyze Design Build Deploy Control 3
  • 4. Genesys Worldwide  Controlling Genesys is the leading provider of software to manage customer interactions over Controlling processes are used to manage and monitor a project during the phone, Web, and mobile devices. The execution. These processes include collecting, measuring and disseminating Genesys software suite connects customers performance information, and assessing measurements and trends to effect with the right resources – self-service, assisted-service and proactive outreach process improvements. – to fulfill customer requests, optimize customer care goals and efficiently use resources. Genesys software directs more Closing than 100 million customer interactions every day for 4,000 companies and government Closing processes verify that all other project management processes have been agencies in 80 countries. These companies completed, and formally establishes the end of a project or project phase. A and agencies can leverage their entire organization, from the contact center to meeting will be held to hand over the final project documents to the client. the back office, to dynamically engage with Our internal project team will conduct a Post Project Debrief to analyze project their customers. As a result, Genesys stops performance and help build repeatable processes.You will have the opportunity customer frustration, drives efficiency and accelerates business innovation. to complete a Client Satisfaction Survey to provide us with constructive feed- For more information visit: back pertaining to individual and overall project performance and satisfaction. www.genesyslab.com, or call +1 888 GENESYS or 1-650-466-1100. Genesys Professional Services Americas  Corporate Headquarters Genesys Professional Services helps customers and partners succeed through Genesys expert business consulting and industry experience, unsurpassed software solu- 2001 Junipero Serra Blvd. tion planning and training, proven implementation strategies and experienced Daly City, CA 94014 USA project management. Tel: +1 650 466 1100 Fax: +1 650 466 1260 We offer a wide variety of packaged and custom-tailored development solutions E-mail: info@genesyslab.com to provide an implementation strategy that meets specific client requirements. www.genesyslab.com For more information on the Genesys Project Management Process from Europe, Middle East, Africa  EMEA Headquarters Genesys Professional Services, please contact your sales representative. Genesys House 100 Frimley Business Park Frimley Camberley Surrey, GU16 7SG United Kingdom Tel: +44 1276 44 7000 Fax: +44 1276 44 7001 Asia Pacific   APAC Headquarters Genesys Laboratories Australasia Pty Ltd Level 17, 124 Walker Street North Sydney NSW 2060 Australia Tel: +61 2 9463 8500 Genesys and the Genesys logo are registered trademarks of Genesys Telecommunications Laboratories, Inc. All other company names and logos may be registered trademarks or trademarks of their respective companies and are hereby recognized. © 2009 Genesys Telecommunications Laboratories, Inc. All rights reserved. 2291 v.1.2-09/07-U.S.