AGENDA
 

 

Choose from over 30 Educational Sessions

G-Force Berlin kicks-off with a Welcome Reception on the evening of Monday, 19 May, followed by two full days of sessions on Tuesday, 20 May and Wednesday, 21 May.

 

Note: Times are tentative and subject to change. Please check back soon for updates.


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G-Force 2008 EMEA Berlin
19 - 21 May, 2008
Estrel Hotel and Convention Center
Berlin, Germany

Monday, 19 May, 2008

 

07:00-18:00

Registration and Cyber Café Open

18:00-20:00

G-Force Welcome Reception

 

Tuesday, 20 May, 2008

 

07:00-19:00

Registration

07:00-19:00

Cyber Café Presented by Swisscom

07:00-08:30

Breakfast in Partner Pavilion Presented by Deutsche Telekom AG

08:45-09:00

Welcome To Berlin

Nicolas Kaploun, Sr. VP, EMEA Field Operations, Genesys

09:00-09:30

The Genesys Vision

Paul Segre, President & Chief Executive Officer, Genesys

09:30-09:45

Proactive Business Management
Stuart Granger, Vice President & General Manager, Informiam

09:45-10:15

Crappy Customer: Is Customer Satisfaction Today an Accessory or a Necessity?

Egbert Jan van Bel, Author of "Crappy Customers"

10:15-11:00

Refreshments in Partner Pavilion

11:00-11:30

The 'Intelligent Customer Front Door' at Belgacom

Bruce Eidsvik, Vice President, EMEA Voice Platform Sales, Genesys

Gerry Cools, Sales Strategy and Development Manager, Belgacom

11:30-12:15

The Eight Enemies of Customer Engagement

Kevin Panozza, President and Chief Executive Officer, SalesForce Australia

12:15-13:00

Lunch & Partner Pavilion Open Presented by Nuance

13:00-13:30

Dessert/Coffee in Partner Pavilion

13:30-14:15
Breakout A
101. Product Update
Empowering Your Customers with Genesys Proactive Contact
201. Customer Stories/Technical
Services Virtualization with Genesys SIP Server at IBM Italy

301. Customer Stories/Business
Using Innovative Solutions to Create Business Value

401. Business Applications
Innovation with Genesys Business Process Routing

14:30-15:15
Breakout B
102. Product Update
Business Analytics and Reporting, Design, Integration, and Validation
202. Customer Stories/Technical
Managed Value-Added Services at Deutsche Telekom AG, Powered by Genesys

302. Customer Stories/Business
Safeguard Against Identity Fraud with Voice Biometrics: Research Results

402. Business Applications
Transforming the Contact Centre with Genesys IP

15:30-16:00
Breakout C
103. Product Update
Genesys Workforce Management: The Heart of the Dynamic Contact Center
104. Product Update
Opening the Door to “intelligent” Customer Service

303. Customer Stories/Business
Getting Closer to Customer Needs: Prysmian Cables & Systems

403. Business Applications
Drive Organic Growth through Managing Cross Channel Conversations

16:00-16:30

Refreshments in Partner Pavilion

16:30-17:00
Breakout D
105. Product Update
Realize the Potential of SIP Beyond the Contact Centre

203. Customer Stories/Technical
The Barcelona Center of Excellence at Zurich Insurance

304. Customer Stories/Business
Be a Dynamic Entrprise with a Dynamic Contact Centre at AXA

404. Business Applications
Video-Based IVR Services: Ready for Prime Time?

17:15-17:45
Breakout E
106. Product Update
Genesys Voice Platform 8 - The Future of Voice Self and Assisted Service
204. Customer Stories/Technical
Service Efficiencies – Shared Services & Direct Control by Business Users

305. Customer Stories/Business
Managing the Unexpected with Informiam

405. Business Applications
The Transformational Roadmap to a Better Customer Experience

18:00-19:30

Partner Reception in Partner Pavilion

20:00-00:00

G-Force Party Presented by BT

 

Wednesday, 21 May, 2008

 

07:00-19:00

Registration

07:00-19:00

Cyber Café Presented by Swisscom

07:00-08:45

Breakfast in Partner Pavilion Presented by Accenture

09:00-09:10

Welcome

09:10-09:40

Market Dynamics & Implications for the Dynamic Contact Centre

Paul Lang, Vice President, Product Management, Genesys

09:40-10:10

Aligning Business Processes to Transform Customer Service

Thomas Wind, President and Managing Partner, TellSell

10:10-10:30

Scottish Power's Dynamic Contact Centre
Carl Young, Head of Major Projects, Scottish Power

10:30-11:00

Refreshments in Partner Pavilion

11:00-11:10

Customer Innovations Awards
Joseph Heinen, Vice President, Corporate Communications, Genesys

11:10-11:40

Panel Discussion: BT and Genesys, Innovating for the Future
Andrew Small, General Manager, BT Global Services

11:40-12:15

Bertrand Piccard

The Scientist-Adventurer

12:15-12:45

Lunch & Partner Pavilion Open Presented by NextiraOne

12:45-13:30

Dessert/Coffee in Partner Pavilion

13:30-14:00
Breakout F
205. Customer Story/Technical
Integrated Site Management at SKY, UK: A SIP Transformation in Process
206. Customer Stories/Technical
Migration from Traditional IVR to GVP at Fiditalia

306. Customer Stories/Business
Best Practices in Workforce Management at Telenor, Norway

406. Business Applications
Business Process Routing in Action: Leading European Case Studies

14:15-14:45
Breakout G
107. Product Update
Genesys Workforce Management: The Heart of the Dynamic Contact Centre
207. Customer Stories/Technical
Improving Productivity in Sales Channels: A Case of BPR Optimization at Telefonica

307. Customer Stories/Business
How TUI Became One of Europe's Most Heralded Contact Centres

407. Business Applications
Pre-Deployment Considerations for the Dynamic Contact Centre (PS)