Breakout Series 1:
DAY: Wednesday, 10 June, 2009 TIME: 11:15 – 12:00

S-Sponsor Session – Presented by Indra

C-Key Attributes of Successful Contact Centre Staffing Models

Jackie Rowell, Head of Network Management, Department of Works & Pensions UK
Andrew Turner, Head of WFO Practice, ProtoCall One UK

The session will explore and discuss the need for a well designed staff adherence objective and how its success can be amplified through the use of Genesys Workforce Management product. The session also details how the metric needs to be a well thought piece of design to fully understand the People, Process & Technology implications.

C-HUK-COBURG Insurance Group’s key steps with Genesys intelligent Workload Distribution

Jochen Lehnert, Senior IWD Project Manager, HUK-COBURG Germany
Frank Trefzer, Strategic Solutions, Genesys

HUK-COBURG, a very strong German insurance brand, will share their strategic customer care target model and objectives as drivers for their ‘Integrated Workload Distribution, IWD’. Additional to project scope and technical solution learn which operational pain points from customers’ and employee motivation’s point of view have been addressed with the optimization of the task distribution while maintaining cost leadership. The Session will be kicked-off by a brief Genesys iWD introduction.

S-Sponsor Session – Presented by NextiraOne

Breakout Series 2:
DAY: Wednesday, 10 June, 2009 TIME: 13:45 – 14:30

B-Mastering the New Consumer Buying Cycle, a Panel Discussion

Dan Nordale, Managing Director, Retail Banking Solutions, Genesys

Increasingly, your highest-value customers begin their buying cycles by performing research on your website. Are you letting them click away to the competition? Learn how Genesys customers are working to solve this cross-channel challenge by combining the best resource – from call center, back-office, or retail location – with marketing intelligence to proactively engage web customers. Customer service innovators, who see the web as the primary customer interface, recognize that turning ‘clicks into calls’ for assistance and treating them intelligently based on their web activity, can dramatically increase conversion rates. At this session, you’ll learn how customers plan to align resources with customer channel usage to improve sales performance and deliver a differentiated customer experience.

How can you improve customer service and interactions to increase loyalty and satisfaction? How can you prioritize opportunities for transforming customer service across touchpoints – from storefronts to mobile phones – in ways that produce raving fans or net promoters? Genesys solutions can leverage your existing enterprise infrastructure to improve customer service experiences incrementally and cumulatively – across interactions, resources, processes, and insights. Learn how Genesys products achieve this today, and see where we are going in this detailed session on the Genesys product roadmap.

B-Customer Champions Should be Cost Controllers Too: How Genesys Contact Centres Can Survive and Thrive in Challenging Times

Mike Harvard, Independent Management Consultant, UK

Cost control and customer-focus are often considered mutually exclusive terms – you can’t have a decent stab at one without compromising the other. This is not just wrong, but misses the point of good commercial practice and business sense. In this session the evolving needs of the Board and customer operations will be explained and positioned so that both can have their aims effectively satisfied through your endeavours in these challenging times. You will see how to champion the customer in a time of recession and in an environment of cost prudence, and pick up ideas and lessons from a host of practical examples from across the private and public sector.

T-The End of Dumb Automation: How Genesys iCFD is Changing Entrenched Perspectives on Telephony Self-service

Richard McCrossan, Senior Solutions Engineer, Genesys

Transform the customer experience by avoiding the pitfalls of legacy touch-tone automated systems with the Genesys intelligent Customer Front Door (iCFD). Each phase of iCFD provides new benefits, allowing your business to dynamically adapt to evolving needs. This yields measurable results through increased customer satisfaction and improved cost-effectiveness—making self-service a competitive advantage for your company.

B-Mobilizing Performance Management with Smart Phones

Stuart Granger, VP Performance Management & Analytics, Genesys
Marsha Calfee, Director of Product Management, Genesys

Do you have visibility into how you business in performing at your fingertips - at all times? Learn how your management team can get the right performance information at the right time and become 30% more productive. At this session, business leaders can come see how Genesys is optimizing performance and reducing decision time for all their mobile workers with the Genesys Mobile Advisor. This session features a case study on AT&T Mobile in the United States.

Breakout Series 4:
DAY: Thursday, 11 June, 2009 TIME: 15:00 – 15:45

C- Cost Container or Customer Enhancer: How Intelligent Automation Offers Both, a Panel Discussion

Tim Fick, Technology Manager, Multichoice South Africa
Michael Renzon, CEO, Intelleca South Africa
Milena Linhartová, Director of Customer Care, CEZ Group Czech Republic

For years customer service leaders have labored at increasing automation rates through web, kiosk and telephone self-service vehicles. Touch-tone automation’s use has had mixed results and peaked at levels typically between 15-20%. In this panel discussion, you’ll hear what the key ingredients are for increasing the number of customers who accept telephone based self-service, and how to overcoming both internal and external barriers to success.

C-SIP Benefits and Lessons Learned: Insights from Zon TV Cabo Portugal

Manuel Calem, IT Manager, ZON Multimedia
Guillaume Calot, Senior Solutions Architect, Genesys

A leading pay TV operator in Portugal, ranking amongst the top five largest Pay TV companies in Europe, ZON Multimedia was seeking a full SIP solution they could leverage to launch new means of communicating with their end customers. The solution, Genesys SIP Server, allows them to accommodate new interactions while reducing the network costs associated with voice driven phone traffic. The Dynamic Contact Center story was key to show Genesys unique vision and end value to the customer.

C-Taking Speech Recognition to the Next Level: A Banking Best Practice

Sam Jackel, Director, Direct Channels Speech Program, National Australia Bank

A leading financial services group providing comprehensive financial services across four continents, NAB’s innovations leveraging speech recognition technologies to improve the customer experience is the focus of this session. In this presentation, Mr. Jackel offers insight into how to sell the benefits of speech to senior management, advice on how to balance system design and the user experience, and lessons learned on research, testing and deployment key to successful speech applications. Attendees of this session will come away with unique and practical insights on how to plan, design and deliver a successful speech recognition deployment.

S-Sponsor Session – Presented by Alcatel-Lucent

B-Delivering Superior Service to Your Mobile Customers

Brian Bischoff, Vice President, WW Voice Platform Sales, Genesys

A smart phone is rapidly becoming the device of choice for Millennials, with use expected to double in the next 4 years. This is changing the way these customers expect to interact with everyone – including their service providers. Mobile customers are driving changes to traditional thinking about customer service strategies. In this session you’ll learn how mobility and intelligent device trends are changing users’ service expectations and steps you can take to adapt service for retaining customers and increasing their loyalty.

It’s time to Transform Customer Experience.

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