For the first time ever, Genesys is integrating into its annual user conference a track dedicated to the needs of Service Providers (both fixed line and mobile operators). This unique track will take place on Wednesday, 6 June, from 09:30–16:00 at the London Hilton Metropole.

This is a great opportunity to hear what Genesys has to offer in the arenas of Enhanced and Managed Services and to learn how Genesys is expanding its range of offerings.

Analysts will open each session with market overviews and highlight the trends in each market space today.

Enhanced Services (Morning Sessions)

Enhanced Services represents a multi-billion market opportunity and is a unifying force between the traditional contact centre, IN services, voice mail, directory assistance and value-added services driven by IP/IMS/NGN, speech recognition, VoiceXML and mobile video technologies.

The sessions feature presentations from leading companies (including Reliance, Telecom New Zealand and TPSA Poland) that deploy services using this next-generation architecture. Hear about the services they have provided, the results they obtained and the challenges and opportunities they faced during those implementations.

The sessions also cover new services being created and supported with video. Discover how these innovative services will drive new revenue and ease the use of automated services.

Topics Include:

Customer Front Door and Call Steering

Provide just one number for customers to call for their services, such as customer care, enhanced services, mobile top-up cards and voicemail.

Directory Assistance

Use your phone as a mobile yellow pages.

Add video to provide more information to searches, including maps, pictures and short clips.

Next Generation Video Services (3G)

Video IVR: Forget navigating through eight different menus to get to the goal of the day—just make a video call! Enter the number, make a video call and your video IVR experience begins. Use your keypad or speech recognition to navigate through the menus and watch the videos—whether it’s the news, sports or film trailers.

Video Search IVR: Now there’s no need to listen to long lists of possible flights and try to remember which one is best. Video presents results to the caller in a much more user-friendly way, making for a better customer experience.

Video Blogging: Create your own video blog using your 3G phone.

Video Call Centre: Rather than trying to explain a complicated configuration issue to a customer, why not send them a video showing them what to do?

Video Marketing: Call customers on their 3G phones and make them an offer they can’t refuse. They will see a video of the product or service and can accept the offer immediately by simply pressing a button.

Enhanced Services and Lucrative Applications

Marketing campaigns: Learn how to implement marketing campaigns to promote new services.

Revenue applications: Hear how to deploy new applications such as a movie finder, voting apps, entertainment and gaming.

Who Should Attend?

The Enhanced Services sessions will be of particular interest to service providers who are intent on driving new services to customers and who are exploring new sources of revenue. The sessions will also be of interest to existing Genesys customers who are looking at where the market is heading for contact centres and enhanced services.

Attend these sessions if you are interested in:

		Improving customer service by getting your customers to the right place the first time.

		Finding ways to drive new sources of revenue.

		Taking advantage of your investment in 3G infrastructure.

		Looking at platform consolidation.

		Leveraging your investment in CIM and routing.

Managed Services/Hosted Contact Center Solutions
(Afternoon Sessions)

In the afternoon, the sessions focus on the opportunity to provide hosted contact centre solutions as a service. Genesys has a strategic focus on hosted contact center solutions provided by service provider partners around the globe. New products and programmes have been developed to help service providers and their customers optimally operate hosted contact center solutions. Come and listen to analyst views on this hot new market, learn best practices and get a roadmap to success to roll out and grow hosted contact centre services. Specific focus will be on the solutions, pricing models, partnerships and sales models. We’ll address how hosted solutions allow you to serve new markets and user-profiles (for example, mid-offices and remote workers).

During the panel discussion you will learn from the experiences of leading service providers such as BT and Swisscom, who have successfully sold hosted contact center solutions. There will also be an opportunity for you to raise questions to the panel and share your own experiences.

Who Should Attend?

The Managed Services/Hosted Contact Center Solutions sessions will be of particular interest to telcos, system integrators and ASPs who are active in this market space or intend to enter it. It will also be of interest to enterprise customers who want to better understand the service provider offerings and key elements to consider when selecting a hosted service.