AGENDA

 

Choose from over 30 Educational Breakout Sessions

G-Force San Antonio kicks off with a Welcome Reception on the evening of Monday, April 28, followed by two full days of sessions on Tuesday, April 29 and Wednesday, April 30. Education Day is optional on Thursday, May 1.


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

 

 

  
G-Force 2008 San Antonio
April 28–30, 2008
Grand Hyatt San Antonio
San Antonio, Texas

Monday, April 28, 2008

 

7:00 a.m.–7:00 p.m. Registration and Cyber Café
5:30 p.m.–7:30 p.m. G-Force Welcome Reception


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Tuesday, April 29, 2008

 

7:00 a.m.–7:00 p.m. Registration and Cyber Café
7:00 a.m.–8:30 a.m. Breakfast in Partner Pavilion Presented by VoiceObjects
8:30 a.m.–9:15 a.m. Welcome Address
Paul Segre, President and Chief Executive Officer, Genesys
9:15 a.m.–10:00 a.m. Proactive Business Management
Stuart Granger, Informiam VP & General Manager, Genesys
Robert Watson, Vice President, AT&T
10:00 a.m.–10:45 a.m. Break in Partner Pavilion Presented by Accenture
10:50 a.m.–11:15 a.m.

A Four-Year Evolution: From Call Center to Dynamic Contact Center
Laraine Mittleman, Director, Communications Technology Services, Kaplan University
11:15 a.m.–11:35 a.m. New Media Demands New Models: The Dynamic Contact Center
Myrian Naime & Renata Rodrigues, Directors, UOL
11:35 a.m.–12:00 p.m. Journey to the Most Highly Regarded Service Company
Tomas Ruzicka, Executive Vice President of Customer Services, T-Mobile Czech Republic
12:00 p.m.–12:45 p.m. Lunch Presented by AT&T
12:45 p.m.–1:30 p.m. Dessert/Coffee in Partner Pavilion
1:30 p.m.–2:30 p.m.

Breakout Series #1

101. Business Solutions
Building a Dynamic Contact Center—with Overstock.Com
102. Business Solutions
Stay Home!! Extending the Dynamic Contact Center to the Work at Home Agent
103. Technical Solutions
Innovation with Genesys Multimedia and Business Process Routing
104. Technical Solutions
Genesys Voice Platform 8—The Future of Voice Self and Assisted Service
105. Genesys Customer Services
Business Analytics and Reporting, Design, Integration, and Validation
106. Partner Solutions—AT&T
Realize Your Contact Center’s Potential with Genesys enabled by the AT&T Global IP Network
107. Partner Solutions—Alcatel-Lucent
Be a Dynamic Enterprise with a Dynamic Contact Center
2:30 p.m.–2:45 p.m. Break (Travel)
2:45 p.m.–3:45 p.m. Breakout Series #2
201. Business Solutions
Opening the Door to "intelligent" Customer Service
202. Business Solutions
Backlogged Faxes, Work Items? Route them Efficiently with Business Process Routing!
203. Technical Solutions
Genesys IP—Transforming the Contact Center
204. Technical Solutions
Empowering Your Customers with Genesys Proactive Contact
205. Genesys Customer Services
Transforming the Customer Experience through Collaboration
206. Partner Solutions—IBM
Customers Share Issues and Challenges of Implementing a Call Center of the Future
3:45 p.m.–4:30 p.m. Break in Partner Pavilion Presented by Merced Systems
4:30 p.m.–5:30 p.m. Breakout Series #3
301. Business Solutions
Consumers Want Proactive Contact - Are you Proactive?
302. Business Solutions
Managing the Unexpected
303. Technical Solutions
What's Going on with the Genesys Customer Interfaces?—
Putting the Power of Genesys in the Users' Hands!
304. Technical Solutions
Federate It! Innovative New Business Solutions for MSP, Outsourcers, and Enterprises Using the Genesys Federated Customer Service Solution
305. Genesys Customer Services
Pre-Deployment Considerations for the Dynamic Contact Center
306. Partner Solutions—Nuance
Highmark Inc.: Lessons Learned in Deploying a Fully Integrated Speech-Enabled Self-Service Solution
5:30 p.m.–7:00 p.m. Partner Pavilion Reception
7:00 p.m.–11:00 p.m. G-Force Party


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Wednesday, April 30, 2008

 

7:00 a.m.–5:00 p.m. Registration and Cyber Café
7:00 a.m.–8:30 a.m. Breakfast in Partner Pavilion Presented by Nuance
8:30 a.m.–8:35 a.m. Welcome/G-Force Party Video
8:35 a.m.–9:20 a.m.

Genesys Roadmap
Paul Lang, VP Product Management, Genesys
9:20 a.m.–10:00 a.m.

Market Dynamics and Implications for the Dynamic Contact Center

Sheryl Kingstone, Director of Enterprise Research, The Yankee Group
10:00 a.m.–10:45 a.m. Break in Partner Pavilion
10:45 a.m.–11:10 a.m. Business Agility with Genesys IP: SIP Success Story
Evan Davis, VP Engineering, Teleperformance
11:10 a.m.–11:30 a.m. Platinum Sponsor Keynote: Genesys Customer Success with Siemens
11:30 a.m.–11:45 a.m. Customer Innovation Award Presentation
11:45 a.m.–12:25 p.m. Lunch Presented by IBM
12:25 p.m.–1:10 p.m. Dessert/Coffee in Partner Pavilion
1:10 p.m.–2:10 p.m.

General Session - Keynote Speaker
Don Peppers, Author and Founder of Peppers and Rogers Group
2:10 p.m.–2:15 p.m. Break (Travel)
2:15 p.m.–3:15 p.m. Breakout Series #4
401. Business Solutions
Building a Dynamic Contact Center
402. Business Solutions
Extend your CRM Investment by Leveraging Genesys Business Process Routing
403. Technical Solutions
Bringing Insight into the Dynamic Contact Center
404. Technical Solutions
Genesys Managed Services—Run Your Hosted
Dynamic Contact Center from Anywhere
405. Genesys Customer Services
Mission Critical Services and the Hunt for More Nines

406. Partner Solutions—VoiceObjects
Effective Voice Self-Service at TIAA-CREF: a Comprehensive Case Study

407. Business Solutions
Transform your Customer Service Strategy– Introducing the Genesys Blueprint for IP Transformation

3:15 p.m.–3:45 p.m. Refreshment Break in Foyers (Travel)
3:45 p.m.–4:45 p.m. Breakout Series #5
501. Business Solutions
Customer Panel: Is Your Customer Service Operation Falling Short of its Potential?
502. Business Solutions
Manage Peak Times, Improve Service and Optimize Performance
503. Technical Solutions
Genesys Workforce Management—the Heart of the Dynamic Contact Center
504. Technical Solutions
Genesys Developer Toolkit—Do You DevZone?
505. Genesys Customer Services
Empowering MSP's to Take First Mover Advantage in the SIP/IP Based Next Generation Contact Center Space

506. Partner Solutions—Verizon
Improving Customer Service Leveraging Genesys Hosted/Managed Solutions via the Verizon Network
4:45 p.m.–5:00 p.m. Break (Travel)
5:00 p.m.–5:30 p.m. Closing Ceremony in Partner Pavilion


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Thursday, May 1, 2008—Education Day (Optional)

 

7:00 a.m.–8:00 p.m. Registration & Breakfast
7:00 a.m.–12:00 p.m. Education Day Sessions
12:00 p.m.–1:00 p.m. Lunch
1:00 p.m.–5:00 p.m. Education Day Sessions


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