1) Genesys 8 aims to provide excellent customer experiences across channels by delivering the right experience through the right channel at the right time. 2) It features a new conversation management platform that connects channels, applications, and customer data to enable consistent conversations across touchpoints. 3) Genesys 8 also focuses on insights to provide real-time visibility and analytics across operations to help organizations improve performance.

1. Genesys 8: To the Future, and Beyond!
Liz Osborn, Senior Director, Product Marketing
Liz.osborn@genesyslab.com
@lizobiker

3. Right Experience, Right Channel, Right Time

4. Excellent customer experiences are good for business
1,400
1,300
590
452
307
252
70
31
Hotels
Wireless Svc Prov
Airlines
Insurance
CC providers
Banks
Health Insurance
Retailers
Total annual revenue impact (in USD millions)
Source: Forrester Research, Q4 2011

5. 55
© 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.Source: Forrester Customer Experience Index, 2011 & 2010

6. 66
Change
68%
60%
54%
37%
20%
25%
19%
69%
55%
55%
19%
1%
Phone live agent
Web Self svc
Email
Chat
SMS text
Screen share
Twitter 2009 2011
Shift in customer service channel preferences
Source: Forrester Research, 2011

7. 77

8. 88
© 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.

9. 99
Phone
Consumer
Banking
ACD
Business
Accounts
Credit Card
Sales
IVR
Chat
Email
Web
TextMobile
App
Social
Media

10. Conversation
Management
Centralized Role Based Control
Chat
Work
item
Text
Mobile
App
Inbound
Phone IVR Email Web
Proactive
Contact
Social
Media Outbound
Genesys CIM Platform

11. 1111
What’s New, What’s Cool in 2012

12. Genesys 8 Suite: Platform
Hosted Provider
Edition
Genesys SIP Server
Genesys CIM
Universal SDK’s
Administrator Extensions
Interaction
Workspace
Gplus Adapters
Genesys SIP CC
Genesys Voice
Portal (GVP)

14. Pre-Defined Template
Support
 Conditional Variables
 Granular Role Based
Parameter Control for
Business User
 Integrated Audio
Resource Management
Genesys Administrator Extension

15. 1515
Genesys SIP Contact Center
Virtualize Customer Services
• Virtualize CC operation
• Intelligent routing
• Unified mgmt & reporting
• Open & standards-based
• Foster service innovations
• Investment protection
Innovate for Growth
• No CC-PBX or ACD required!
• 100% software
• IT friendly solution
Simplify CC Infrastructure
ACD CC-PBX

16. © 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.
 Up to 1000 agents
 Premise-based
 PBX-less
 Best-in-class TCO
 Genesys Best Practices included
Genesys Solution

17. 1818
Looking Ahead: Platform
•IP Telephony Functions
•Simplified Installation,
Configuration, Migration &
Customization
•Emphasis on Lowering TCO
•Simplified Administration &
Operations Capabilities

18. Channels and Conversation
Conversation Manager
Genesys Rules System
Context Services

19. Conversation Manager: Genesys Rules System

20. G8 Suite: Channels
Inbound Voice
Outbound Voice
Proactive
Notification
Web Customer Service
Social Engagement
Mobile Engagement
iCFD

21. Web Engagement
Track relevant
customer activity on
your web site
Take action with
customer in real time
or at a later date
Use business rules to trigger action
• Activity
• Value
• Products

22. 2323
Genesys Mobile Engagement
Genesys links mobility to customer service
• Offer single-touch escalation to service from a mobile app
• Sustain accurate context between channels
• Know preferences and history to personalize the experience
Enabling companies to differentiate their brand

23. 2424
© 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.

24. Looking Ahead: Channels

25. Genesys 8 Suite: People
Genesys WFM Training Manager
Skills Assessor
Genesys WFO
UC Connect
iWD

26. intelligent Workload Distribution (iWD)
Manage Workload Manage Workforce Manage Performance
Increased utilization of
workforce and better
SLA adherence
Continuous
improvements with
informed insights
Proactive management
of knowledge in the
organization

27. Looking Ahead: People
• Speech Analytics
• Mobile agent, supervisor,
administration, operations and
knowledge worker applications
• Extended and adapted WFO algorithms
into the enterprise

28. Genesys 8 Suite: Insights
Interactive Insights
Advisor Info Mart

29. Advisor: A Real-Time Management Solution
Brings data together
Real-time visibility across
multiple operations & channels,
Personalized by user
Enterprise-wide visibility of
complex operations
Take action
Re-skill agents,
Record actions,
Take your answers with you
Understand and correct
problems in real-time
Provides useful answers
Business context,
Root-cause analysis,
Correlation with WFM plans
Faster awareness of
operational deviation
Contact Center Advisor-Mobile Edition

30. Looking Ahead: Insights
• Web based, real time, thin client
reporting tool
• Interactive dashboards
• Common metadata layer
• Conversation Reports
• All answers anywhere
• Path and trend analytics
• Immersive visualization

31. 33

32. Web Engagement
Knowledge
Supervisor
Workspace
UI evolution GAX
SIP PBX
enhancements
Mobile across
channels
Tomorrow
Speech analytics
Predictive
analytics
Path & trend
analytics
Phase 1 common
data model
WFO app
integration
Beyond
Mobile
Engagement
PBX Less CC
UI consolidation
Rules
Multi Media IWS
System
requirements
Today

33. Genesys Performance Management Vision

34. Knowledge Management Vision
© 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.
Enterprise-facing
channels & applications
Consumer-facing
channels & applications
Mobile
Social
Media
Web
Phone
Communities
Mobile
Back Office
Contact
Center
Communities
Genesys Knowledge
IVR
?
?
? ?
?
?

35. 3838
Genesys 8 Brings it Together with Conversations
PLATFORM
INSIGHTS
CHANNELSsocial
mobile
web
contact center
PEOPLEbranch office
knowledge worker
back office
contact center agents
CONVERSATIONS

36. & follow G-Force and Genesys on Twitter at
#GFemea and @Genesyslab for the latest news
and updates!
Join the Genesys G-Force Network on LinkedIn to
connect with colleagues, employees and Genesys
professionals.
Customer feedback surveys will be sent to
you online later…
Follow ME @lizobiker