Choose from 20 Educational Sessions

Start off the event with optional Education Day sessions on Monday, 4 June. Then G-Force London kicks-off with a Welcome Reception on that evening, followed by two full days of sessions on Tuesday, 5 June and Wednesday, 6 June.

 
Monday, 4 June
Tuesday, 5 June
Wednesday, 6 June

Monday, 4 June

07:00–19:00

Registration

 

Cyber Café
Presented by Silver Lining Solutions Limited

18:00–20:00

G-Force Welcome Reception in Interaction Pavillion

Education Day (Optional)

07:00–09:00

Registration

09:00–12:30

Education Day Sessions

12:30–14:00

Lunch

14:00–17:30

Education Day Sessions

Tuesday, 5 June

07:00–19:00

Registration

 

Cyber Café
Presented by Silver Lining Solutions Limited

07:30–09:00

Breakfast in Interaction Pavillion
Presented by Alcatel-Lucent

09:00–10:35

Welcome to London
Nicolas Kaploun, Senior Vice President, EMEA Field Operations, Genesys

 

go. BEYOND with Genesys
Wes Hayden, President and Chief Executive Officer, Genesys

 

Go. BEYOND with the Dynamic Contact Centre
Steve Rutledge, Vice President, Product and Solutions Marketing, Genesys
Erik van Iersel, Senior Project Manager, ABN AMRO
Bruce Withers, Vice President and Operations Manager, Wells Fargo
10:35–11:15 Refreshments in Interaction Pavilion
Presented by IBM

11:15–11:45

Driving Business Improvement with Voice Recognition
Barry O’Toole, Head of Retail Programmes, eircom
11:45–12:15

Great Customer Experiences:
Enabling the (R)evolution in Customer Service
Brian Galvin, Chief Technology Officer, Genesys

12:15–13:45

Lunch in Interaction Pavilion
Presented by eSOON

13:45–14:15

A Vision For The Future of Contact Centre Interactions
Chris Pike, Head of CRM Practice, BT

14:15–14:45

 Voice Idol EMEA Contest
Presented by IBM
Tom Houwing, Founder and Director, voice and vision

14:45–15:00

Customer Innovations
Nicolas Kaploun, Senior Vice President, EMEA Field Operations, Genesys

15:00–15:45

 Refreshments in Interaction Pavilion
Presented by IBM

15:45–16:15

Customer Service as THE Strategic Differentiator—with Business Process Integration
Nikola Cvijanovic, Vice President, IT Management, Customer Care, T-Mobile Germany

16:15–17:00

Taking it Beyond: Redefining Limits Through Arctic Explorations
Jim McNeill, Polar Explorer

18:30–19:30

Reception in Interaction Pavilion

19:30–20:00

Transfers to G-Force Party

20:00–00:00


G-Force Party at The Natural History Museum
Presented by BT

Wednesday, 6 June

07:00–17:00

Registration

 

Cyber Café
Presented by Silver Lining Solutions Limited

07:30–09:00

Breakfast in Interaction Pavillion
Presented by NextiraOne
Breakout Sessions Track 1 Track 2 Track 3 Track 4
09:00–09:30 101. Datamonitor: Current and Future Trends in Enhanced Services 201. Creating a Dynamic Contact Centre 301. Making Voice Work for You…Successfully 401. Genesys SIP Server and HiPath 8000—A Winning Combination!
09:40–10:10 102. The “Customer Front Door” for Service Providers 202. Breaking Down the Walls of the Contact Centre with SIP Server 302. Mobile Banking at Wells Fargo 402. Transforming Your Business with a New Generation of Customer Service
10:20–10:50 103. State of the Art Enhanced Services from Reliance Communications 203. Maximise Process Efficiency with Business Process Routing 303. The Organisational Impact of Optimising Customer Interactions Across a Multi-jurisdictional European Banking Group 403. From Interactions to Customer Loyalty—eSOON EZactor

10:50–11:20

Refreshment Break in Interaction Pavillion
Presented by Eckoh

Breakout Sessions Track 1 Track 2 Track 3 Track 4
11:20–11:50 104. Telecom New Zealand Case Study 204. Enhancing the Customer Experience with Proactive Contact 304. Better for People, Better for Business: Self Service for Health at AXA PPP healthcare 404. Go Beyond: First Call Resolution and Customer Segmentation at Vodafone Egypt
12:00–12:30 105. The Future is Here: Enhanced Services with Video 205. Leveraging Genesys Multimedia to Deliver the Dynamic Contact Centre 305. 3654: One Number Replacement Programme at Air France 405. Virtualisation and Customer-driven Interaction at Caisse d’Epargne

12:30–14:00

Lunch in Interaction Pavillion
Presented by Siemens

Breakout Sessions Track 1 Track 2 Track 3 Track 4
14:00–14:30

106. Managed Services Summit

• Introduction to Managed Services

 206. Genesys Self-Service 306. Mitigating Risk with Confidence: Guaranteeing a Sound DCC Platform for Transformation 406. Integrated Internet Banking at Fortis Bank, Turkey
14:40–15:10 • Analyst Views on the Market Today: Hot Markets and Top Functionalities 207. Genesys Reporting: You Say You Want a (R)Evolution... 307. How Fineco Bank Leverages the IP Revolution 407. Genesys IP Remote Agent in Action at Groupama Rhône Alpes Auvergne
15:20–15:50 • Best Practices Discussion 208. Genesys Research: Simulation and Stimulation 308. Using Telemedicine to Improve Healthcare with Telbios 408. Genesys Roadmap for Customer Success

16:00–16:30

Closing Ceremony and Prize Drawing in Interaction Pavillion

16:45

G-Force Ends

© 2007 Genesys Telecommunications, Inc. All rights reserved.