Breakout Sessions

Choose from engaging and informative sessions on Business Solutions or Technical solutions, or learn from your peers by attending Customer Sessions.

Breakout Series 1:

DAY: Tuesday, April 21, 2009 TIME: 11:15 a.m. – 12:00 p.m.

Leveraging the Millennial Influence to Drive Revenue and Improve Customer Experience

Lisa Abbott, Sr. Product Marketing Manager

Is your customer service strategy ready for the Millennials? With burgeoning Internet growth and the influence of Web 2.0 applications and technologies, your business must adopt strategies for reaching and connecting with your customers anywhere, at any time. Learn how Genesys eServices Solutions can help you deliver the next generation of customer service while reducing costs, driving revenue, and creating brand champions. Discover how one customer is using alternative channels to interact with customers and gain a competitive advantage.

Understanding Historical Performance Using Interactive Insights and Info Mart

Jeff Woodland, Sr. Product Marketing Manager

Do your historical reports give you the business visibility you need? Hear one Genesys customer explain why the company switched to Interactive Insights and Info Mart and how it dramatically improved operational performance measurement. This session is for business leaders who want to learn how Interactive Insights and Info Mart will enhance their bottom lines. This session includes Genesys customer Sacramento Municipal Utility District.

Making the Most Out of Your Contact Center Investment in a Downturn Economy

Rick Puskar, Vice President of Sales, Unified Communications North America, Siemens

Although the economic crisis has made consumers cautious about spending money, when they do shop, they want more communication channels, faster assistance, and immediate resolution. If your customers aren’t receiving the satisfaction they expect, they will seek out another company that is only too eager to serve them. Your contact center can play a more strategic role in helping you reach out to customers, improve satisfaction, and enhance loyalty. This session presents best practices and success stories on topics such as Multi-Channel Strategies, CTI, Proactive Customer Contact, Presence Management and Virtual Contact Centers. You will leave with solid information for improving business processes, streamlining external communications, and improving the customer experience.

Extend Your Customer Service Reach with IP and SIP Solutions

Richard Barton, Sr. Mgr, Product Management, Genesys

Jerome St.Marc, Sr. Product Manager, Genesys

Are you currently under pressure to migrate your contact center infrastructure to support IP solutions? Whether you are interested in transforming your main contact center infrastructure, extending it to home or branch offices, or enabling a hosted-service solution, this is the place to learn how to do it. In this session, we’ll take a look at using Genesys’ Open IP Solutions to manage virtualization; extend customer service models to integrate with branch offices, experts, and home agents; and enable new channels like IM, Video and Unified Communications.

Combine Workforce Management with Reporting and Analytics for Optimized Performance

Michele Copenhaver, Sr. Product Manager, Genesys

Jim Owen, Sr. Product Manager, Genesys

Do you need to optimize your workforce scheduling and improve agent performance management? In this technical session, we’ll highlight Genesys Workforce Management’s powerful tools for managing forecasts and schedules, automating planning, and optimizing agent utilization. Even the best plans, however, need to be adaptable. You’ll learn how to combine the power of the Genesys Workforce Management with Genesys Advisors and Skills Management solutions to bring real-time performance management to your desktop.

Moving Up in a Down Economy: Gaining a Competitive Edge with Limited Capital

Shawn Conroy, Vice President, Voice Services, AT&T

Nora Cheseby, Executive Director, Product Marketing, AT&T

Art Goldberg, Director, Marketing, AT&T

With shrinking budgets, it’s time to get creative as you seek ways to grow your business while maintaining high levels of customer service. Learn how several AT&T network solutions, powered by Genesys, can provide that competitive edge and a return on investment. Based on AT&T’s IP network, its Hosted Integrated Contact Services shared platform – or a dedicated customized solution – can provide unique opportunities to achieve both goals. In this session we will discuss the advantages and review examples of how an AT&T managed, utility-priced, or dedicated customized solution can help your company stay ahead of the game.

Delivering Superior Service to Your Mobile Customers

Brian Bischoff, Vice President, Strategic Solutions, 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.

Breakout Series 2:

DAY: Tuesday, April 21, 2009 TIME: 2:15 p.m. – 3:00 p.m.

Transforming Traditional Self-service into a Competitive Advantage for Your Business

Mayur Anadkat, Sr. Product Marketing Manager

Is your business ready to transition from legacy self-service applications to those that can provide an inviting, personalized customer experience instead? Genesys is redefining the traditional self-service model through its intelligent Customer Front Door (iCFD), using the caller’s intent and contextual information in order to offer best resolution. iCFD combines voice self-service software with best practices, routing, and workflow into a single unified system that dynamically applies business processes to provide relevant, personalized service that can improve customer satisfaction and loyalty. Learn how Genesys customers are using iCFD to create an inviting, intuitive, and intelligent customer experience. The session features Datamonitor analyst Dan Hong, who will share his view of how Genesys fits within the competitive IVR market.

An Enterprise Wide Approach To Managing and Optimizing Service Delivery

Karen Hardy, Sr. Product Marketing Manager

Do you know if customer orders take priority over an address change request? Do you know what percentage of orders are processed within their due date and time? Today, service delivery is no longer the exclusive domain of the contact center. It extends into other business units – especially to experts in the back office. Without a holistic business view, your business is likely to experience work backlogs, missed service level goals, and potentially negative impacts to customer satisfaction. Learn how to prioritize customer-related tasks based on business value and automate the proactive task distribution to help ensure that the right resource handles the right task at the right time. You’ll hear how one company has achieved greater visibility, improved performance, and increased customer satisfaction by optimizing its approach to service delivery management throughout the organization.

The Evolving Customer Experience: Transforming into a Customer-Centric Organization

Wendy Mager, Vice President Service Operations Support, Travelers Insurance

Charlie Godfrey, Director, Contact Center Technologies, Travelers Insurance

Customer-centricity involves strong commitment from all levels of the organization, as well as the ability to optimize technology, resources and processes. Learn how Travelers Insurance is transforming the customer experience to create a win/win value proposition for its customers and the company. In this session, Travelers will share how the firm is evolving its sales and service teams to better align customer requests with appropriate resources. This session will also cover the importance of understanding the drivers of the customer experience, and how all levels of Travelers are committed to transforming into a customer-centric organization.

Simplify Your Operations and Management with Genesys 8 and New SDKs

Adam Rosen, Manager, Product Management, Genesys

Vasu Ramanujaiaha, Sr. Product Manager, Genesys

Bill James, Manager, Developer Integration Solutions, Genesys

Are you looking for a way to simplify contact center operations and system administration management? An open, extensible contact center platform is key. In this technical session, you’ll meet “Mike,” a project manager responsible for leading an implementation of Genesys 8. You’ll learn about Genesys Administrator, the new browser-based application for provisioning, deploying, and monitoring all Genesys solutions. We’ll also cover Genesys Composer, a single Eclipse-based tool used to build both voice applications and routing strategies. Learn about the latest Universal Routing solution and preview upcoming enhancements to Genesys SDKs that allow you to more easily integrate the Genesys platform with a variety of enterprise applications.

Deliver Cross-Channel Opportunities with Genesys eService Solutions

Kevin Shinseki, Sr. Mgr, Product Management, Genesys

Patrick Mackey, Sr. Product Manager, Genesys

Are you achieving optimal business results with your multichannel strategy? Are you prepared for the Millennial generation’s impact on your business? You’ll gain a technical perspective on leveraging Genesys eServices solutions to help engage customers through the right channel – traditional interaction, a rich online experience, or through mobile communications – to optimize outcomes. You’ll also discover new ideas for keeping pace with the growing influence of the Millennial generation and Web 2.0.

How to Provide a Superior Customer Experience with OmniGenesys

Judy King, Sr. Product Manager, Alcatel-Lucent

Learn how provide a superior customer experience, generate revenue, and reduce costs – by combining a Genesys Dynamic Contact Center with the Alcatel-Lucent Dynamic Enterprise. In this session we will share how Genesys/Alcatel-Lucent customers have successfully implemented a one-stop solution for contact centers and customer service across the enterprise. You will also learn how other customers have improved customer loyalty by transforming the customer experience and increasing agent productivity with a full range of unified communications, security, and effective management tools. This session features Alcatel-Lucent / Genesys customer Porsche.

Delivering a Seamless Customer Experience for Mobile Services

Ben Geller, Sr. Director of Product Marketing, Motive

Advanced mobile networks, digital homes, next-generation consumer devices, and compelling content are converging to change the way people work, play, and live. As you broaden and deepen your product and service offerings to capture and retain customers, you also create multiple touchpoints for a single customer, which can make it challenging to deliver a seamless service experience from beginning to end. Please join us as we discuss the challenges and potential approaches to creating a superior customer experience for helping drive wide-scale adoption and usage of digital home and mobile services.

Breakout Series 3:

DAY: Wednesday, April 22, 2009 TIME: 2:00 p.m. – 2:45 p.m.

Mastering the New Consumer Buying Cycle

Dan Nordale, Managing Director, Strategic 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 solves this cross-channel challenge by combining the best resource – whether it’s your call center, back-office, or store – with marketing intelligence to proactively engage web customers. Genesys can help you initiate an online conversation with a customer at the moment of opportunity, recognizing web customers who call for assistance and treating them intelligently based on their web activity. This session is for business leaders who want to learn how Genesys can help align your resources with your customers’ channel usage to improve sales performance and deliver a differentiated customer experience.

True Enterprise Wide Customer Service

Darryl Addington, Sr. Manager Product Marketing

Charles Lee, Sr. Product Marketing Manager

Susan Stearman, Sr. Product Marketing Manager

There is customer service beyond the contact center. Learn how other companies are using resources from across their enterprises to resolve customer issues faster, provide higher levels of service, and sell more – all with lower-cost service delivery than traditional contact center-only approaches. In this session, business leaders will also learn how Genesys is investing in these areas to provide companies with a more cost-effective method of achieving enterprise-wide customer service.

Gaining Competitive Advantage through Improving the Customer Experience

Ahmad Chaudhri, Director of Business Analytics, Allergen

Allergan, a leading healthcare company focused on discovering, developing, and commercial-izing innovative pharmaceuticals, biologics, and medical devices, engaged Genesys and Unisap to extend its SAP CRM system for improving service delivery at all customer touchpoints. Through superior call center processes such as better call handling, real-time routing of customer interactions, good supporting processes, and complete reporting visibility, Allergan enhanced customer relationships, built loyalty and retention, and turned customer experience into a formidable competitive advantage. In addition, Allergan improved agent productivity, thus enhancing profitability.

Proactively Manage Your Contact Center Performance Through Interactive Insights

Craig Covington, Director, Product Management

Sue Harkreader, Director, Product Management

Can you offer your business users a view of the contact center’s effectiveness by services offered, customer segment or business result? Genesys Interactive Insights has all of the standard queue and agent reports that contact center supervisors and managers have come to depend on along with advanced operational performance management for individual business users. In this technical session, we’ll show you how to help your organization deliver improved results by allowing business users to plan and evaluate results based on their individual business context. We’ll also discuss security controls that allow Administrators to customize accounts, delivering personalized information to users – from receiving flat documents via email to getting access to the drag-and-drop report builder for users.

Extend Service Excellence Across the Enterprise with Workload Distribution and Proactive Contact

Adam Rosen, Manager, Product Management, Genesys

Jim Georgiou, Product Line Manager, Genesys

Your contact center understands how to deliver excellent customer service…but what about the rest of your enterprise? Learn how Genesys intelligent Workload Distribution (iWD) and Proactive Contact leverage and extend the capabilities of the Genesys Customer Interaction Management Platform beyond the contact center. In this technical session, you’ll discover how iWD can help automate the prioritization and distribution of work items to the people best suited for service delivery – regardless of their locations. You’ll also find out how Proactive Contact can help improve customer satisfaction and reduce costs by responding to your customers’ needs before they contact you.

Genesys 8 and Beyond: The Genesys Roadmap

Merijn te Booij, Vice President Product Management

Fabrice Della Mea, Sr. Director, Product Management

Larry Skowronek, Sr. Director, Product Management

Charlotte Toerck, Senior Director, Product Management

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.

Managing & Creating Value Added Business Solutions While Reducing Costs in Your Contact Center

Barb Rigel, Sr. Product Marketing Manager

Kelly Still, Product Manager

Michel VanDorp, Director GCIP Sales

Mario Persico, Director, Product Marketing Management, AT&T

Hosted/multi-tenant call center solutions deliver tangible cost savings and revenue-generating opportunities. In this session, learn how GCIP allows hosted service providers to deliver highly profitable, value-added services to enterprise customers and how large enterprises can operate more cost effectively and efficiently while maintaining total application control and security across multiple business units. Customer Case 1 will feature a service provider that offers value-added services to customers at a profit. Customer Case 2 is a large enterprise that improved operational efficiencies and realized cost savings. This session includes Genesys customer AT&T.

Breakout Series 4:

DAY: Wednesday, April 22, 2009 TIME: 3:00 p.m. – 3:45 p.m.

Remote Agents 2.0: Preparing Your Company for the Virtual World

Darryl Addington, Sr. Manager Product Marketing

Charles Lee, Sr. Product Marketing Manager

The virtual world is already here – the idea of a virtual contact center has been around for more than ten years, and the number of remote agents is predicted to explode within three years. Is your company ready to deploy its own remote agents? Should you outsource? Learn about the operational and technology features of a virtual contact center business, as well as the impact on customer loyalty and your company’s bottom line. This session will feature Datamonitor analyst Ian Jacobs, who will share his view of available IP Contact Center solutions, including the Genesys IP contact center offering.

Enhancing Business Outcomes through Optimal Queue Management

Mayur Anadkat, Sr. PMM

Jeff Maher, Strategic Alliance Director

Francine Moore, Sr. Account Executive

Cardelle Banks, Contact Center Solutions Development Manager, Highmark

Customers become frustrated by excessive hold times, which can erode loyalty and result in lost business. Learn why Highmark chose Genesys to address this problem and how it fits into Genesys’ Dynamic Customer Engagement model. In this session, you will learn how Virtual Hold for Genesys empowers customers with options; improves efficiency and morale; and provides a flexible solution that integrates with the Genesys Suite.

Optimize Your Contact Center’s Goals with Genesys Performance Management Advisors

Larry Skowroneck, Sr. Director, Product Management, Genesys

Are you on under increasing pressure to improve your contact center’s performance and provide actionable analytics and reporting? In this technical session, you’ll learn how to empower everyone related to the delivery of the customer experience by providing them with ‘real-time’ information and performance metrics on how their contact center is performing. From agents to contact center managers to customer service executives, Genesys Advisor solutions let every individual engaged in customer service understand exactly how they and their organizations are performing relative to the goals of the business – combined with the unique ability to immediately take corrective action to ensure you meet you contact center and business objectives.

Implement intelligent Customer Front Doors utilizing Genesys Voice Platform 8

Max Ball, Director, Product Management

Are you interested in learning how to create unified customer service strategies that dynamically respond to callers, based on their profiles and intent? The unique Genesys intelligent Customer Front Door (iCFD) combines Genesys’ industry-leading voice self-service with proven implementation best practices and intelligent routing and workflow. The result is a unified system that dynamically applies business rules to provide relevant, personalized service from the moment that your customer connects with you. In this session we will discuss the technical components making up an iCFD solution and focus on building iCFD solutions using GVP 8, the Genesys Customer Interaction Platform, Genesys Routing, and advanced speech applications.

Customer Services Investment Strategies

John Chasse, Consultant, Genesys Financial Services

Drew Wright, Consultant, Genesys Financial Services

Many of us have identified technology solutions and projects that can drive real value in 2009, but now must navigate the challenges of finding budget and getting on the short list. This session will provide a primer on financial cost justification, budget basics, and key project investment factors. We’ll share information from CXO interviews, industry best practices, and creative acquisition options to help you identify strategic steps and timing for positioning your project ahead of internal competition.

Deliver Genesys 8 in Hosted and Managed Services Models

Kelly Still, Sr. Product Manager

This technical session describes Genesys’ innovative approach to bundling full Genesys functionality into unique, repeatable, value-added packages for your customers and subscribers. Now you can do away with the technical license model and allow both – end users and providers to track utilization based on specific packages. We’ll discuss service creation, application management, and customer access to Dynamic Customer Engagement services using the adaptive Genesys Customer Interaction Portal. Utilization tracking and license control using the Genesys 8 License Reporting Manager are also included.

It’s time to Transform Customer Experience.

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