1. Charles Lee PMM Bill Mitchell PLM Livio Pugliese PM April, 2012
From Infrastructure to Innovation - Genesys SIP is Changing the Customer Conversation
Charles Lee PMM
Bill Mitchell PLM
Livio Pugliese PM April, 2012

2. Course Agenda SIP Solution UC Connect Case Studies Sales Update
How to Position SIP and UC Connect
Product Update & Roadmap
How to Tell the Story
Key Differentiators, Competition, Benefits/Facts
UC Connect
Overview
Use Cases
Case Studies
What has sold & How it was sold
Lessons Learned

3. Genesys SIP

4. Great Customers Say “YES!” to Genesys SIP

5. Genesys SIP in 2011 – Great Progress!!
Record!
2005 v7.1
2007 v7.5
2008 v7.6
2010 v8.0
2011 v8.1
Total Shipments
300K+
Total Customers
500
SIP Voic
99.999% Availability
SIP Ecosystem
Business Continuity
Active Recording
UC Connect

6. Proposition – Single Platform
Virtualize Operation
 Multi-site, Remote/Home Agent, Cloud
Operation Flexibility
Virtualize
Cost $aving$
Simplify Infrastructure
Software only, ACD replacement, PBX-less CC
Simplify
Competitive Differentiation
Innovate Services
Multi-dimension customer services
Customer service across enterprise
Innovate
Customer case –
Virtualize  Lenovo, etc
Consolidate  Ticketmaster
Extend  Nordea, Accredo

7. Genesys SIP Ecosystem Genesys Open SIP Genesys SIP Select
Freedom of Choice
Easier Integration
Faster Deployment

8. Genesys SIP + Skype Integration
Voice Call
Genesys SIP
Web
Today, the primary benefit of Skype Connect integration is just an affordable SIP trunk – it is a cheaper PSTN connection. The Skype Connect trunk support is not dependent on using Skype to place the call.
For the web case – currently support voice call only. Will support video/IM call in the future.
++++
-Bank customer makes an agreement with Skype for a SIP trunk coming in from the Skype infrastructure
-People who click on the BoA number from their browser with Skype plug-in start a VoIP call to that trunk (Skype plug-in is not controlled or managed by Genesys solution)
-The call complete through Skype connect / Genesys SIP Server
Customer Service

9. Genesys SIP Select - Reference Architecture
PSTN
AudioCodes
Mediant 1000/2000
Genesys
SIP Server
CounterPath
Bria
Polycom
SoundPoint IP 335
SIP Soft Phones
SIP Endpoint SDK
Interaction Workspace with SIP Endpoint
Alcatel-Lucent
IP Touch 4008/4018
SIP Hard Phones
Genesys Quality Management
Call Recording
© 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.

10. Key Opportunities SIP Server UC Connect CC Extension into Enterprise
High-Touch Customer Interactions
CC Overflow
ACD replacement
PBX-less CC
MS Lync integration
IPCC adopt/migrate
Hosting/Cloud/IMS
Avaya/Nortel replacement
Support MS Lync

11. SIP Contact Center – PM Update

12. SIP Server 8.1 - Strong Customer Request
E911 Support
SIP Voic
Core Features Today
Story for the future:
Tight Contact Center Integration
New
Sellable Item!
Active Recording Connector
Integrate NICE, Verint & others
Enhanced Features & Architecture
But… Position GQM-CR if Possible
SIP Enterprise User
Essential Telephony Features
No Agent Capabilities
Future Availability
New
Sellable Item!
© 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.

13. SIP Server 8.1 – Targeting Large, Demanding, or Carrier Customers
99.999% Reliability
SIP Business Continuity
Genesys SIP Meets the Industry Standard
2 Site Redundancy
Voice Deployed Like Data
New
Sellable Item!
Performance & Scalability
Up to 15,000 Agents per Instance
Up to 150 Calls per Second
© 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.

14. Genesys Contact Center for Microsoft Lync
The Opportunity
Customers/Prospects are planning migrations from TDM PBX to Lync
SIP Server Update
Plan to Certify - H1/2012
Microsoft is very interested in sales collaboration
SIP
Agent
Knowledge Worker

15. Looking Forward Interaction Workspace SIP Endpoint SDK SIP Voicemail
Supervision Features (Q1) and Video (Q3)
SIP Endpoint SDK
Video & Encryption on Windows (Q1)
Mac OS (Q2) & iOS (H2) & Android (Q4)
SIP Voic
HA, Windows support, Recorded Prompts (Q1)
, Multisite, VM as Work Items (Q4)

16. UC Connect

17. The Business Problem  Contact Center Enterprise
Customer service in the enterprise: how do you engage experts when working environments and habits are so different?
Also:
Contact center  heavy technologically and very tightly controlled
Enterprise  laptop, telephone but no tracking and no SLAs
Enterprise

18. How UC Connect Bridges the Divide
Leverage existing UC system to enhance customer service interactions
Skill-based transfer to Knowledge Worker directly or from Contact Center
Ensure real-time availability
Preview model to allow users to accept or reject the interaction
Knowledge workers manage their own availability for Customer Service
Leveraging many unique capabilities of the Genesys environment
© 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.

19. UC Connect: Engage Knowledge Workers in Customer Service
Leverage Unified Communications to
deliver superior and cost effective customer service
Zero Footprint
Contact Centers
Preview w Attach Data
UC CONNECT
Presence
UC Client
Genesys Routing
Contact Center
Enterprise
Customer gets to the best possible resource within or beyond the contact center
Use the existing UC system to piggyback customer service interactions
Skill-based transfer from CC Agent to Enterprise KW
Use skill-based aggregated presence for enterprise KW
Preserve knowledge worker anonymity and productivity
Ensure real-time availability
Plain routing is not effective because enterprise presence is “soft”
Task Assignment available via multiple techniques
Round Robin- Interaction preview appears on each “available” users desktop for predefined period of time before proceeding to the next “available”user
Auction: CC Agent “offers” the task to an “available” appropriately skilled users screen pop appears on every “non-idle” desktop pool member’s for a configurable number of seconds or until someone accepts the call
Leveraging many unique capabilities of the Genesys environment
Capacity Modeling, Skill Set Grouping, & Routing Rules are used to provide fine control over the flow of interactions extending outside of the contact center.
Reporting can be provided on all interactions that flow out of the CC to the back office.
UC Connect aims at bridging the divide between Contact Center and Enterprise, and enable Enterprise-wide Customer Service. This would allow to serve customers better and in a more efficient way, increasing the first call resolution percentage and lowering costs by including Enterprise Knowledge Workers into the customer service effort.
However, there are considerable obstacles to its implementation.
Enterprise knowledge workers operate very differently from Contact Center agents. Contact Center agents are continuously at their desk and near their phone. The environment is much regulated, and agents respond to interactions immediately as primary - and mostly only - task. In other words, Contact Center agents presence is “hard”: if they are available (not in a call) they can be hit by an interaction with 100% success.
By contrast, knowledge workers have varied tasks: they may need to work on high priority documents, which do not leave the time to talk to customers; they work in teams, necessitating meetings and conferences; their working environment is much less structured than Contact Center agents’.  All this brings to the conclusion that it is not easy to involve knowledge workers in customer support tasks: at least there is no guarantee that, even if a particular expert is nominally available, he would answer the call.
Currently support Microsoft Lync, OCS, and IBM Sametime

20. High Touch Customer Service
Lots of Use Cases
Field Sales
Personal Banker
Marketing Campaign
Healthcare-Vertical
Tech Support
Local Branch
High Touch Customer Service
Cross-Sale
Up-Sale
Overflow
1. High Touch
2. Cross-Sell and Up-Sell
The right resource regardless of location
Subject matter experts
Special Skills
Drastically improve conversion rates
3. Overflow
Leverage customer service trained resources
Contact Center as customer service experts
Overflow to meet SLAs during peak periods

21. Targeted Customers and Buyers
High-Value and High-Touch business
Investment/Banking, Healthcare, Insurance, etc
Targeted Customers –
Business Line Management
Equity/Investment, Loan, Commercial Banking, etc
Functional Team Leader
Sales, Marketing, Tech Support, Billing, etc
Customer Service Team
Enterprise Buyers –
Contact Center Manager/IT
Contact Center buyers -

22. Case Studies

23. Virtualization Case Study
Nationwide Specialty Pharmacy
80 Branches nationwide, people\branch receive calls
Each Branch is a unique 800#, Auto Attendant, etc
Wanted to virtualize branch staff. Send home majority of support staff, only Pharmacists and support workers in Branch
Maintain local feel by allowing customers to dial existing number, receive call centrally, and give virtual agent all intelligence about call origin and patient.
Maintain collaboration capabilities through ability to dial and IM groups rather than individuals
Use routing to comply with FDA regulations
Reporting over branch interactions enables performance management and accountability l
External
Maintain Customer perception of local branch
Comply with regulations while virtualizing
Internal
Maintain ability to collaborate with colleagues and receive assistance as they have in branch
Handle call volume while shrinking staff significantly
Enable WAH for most staff, but allow them to pick up and move into office in emergency
Benefits
Challenges

24. Virtualization Case Study
Today
Auto-Attendant and
Key System
Local Customer
Pharmacists
Pharmacy Tech, Admins, and Nurses

25. Virtualization Case Study
Tomorrow
Pharmacists
Local Customer
Work at Home
Flexible routing across regions
Maintain local feel
Optimize workforce – enable WAH
Add reporting and QM where there was none
Pharmacy Tech, Admins, and Nurses

26. Products Used SIP Server UC Connect
Standalone- serving as telephony infrastructure for all routed/inbound calls
Deployed Centrally, extending service to branch office and home office
UC Connect
Initially Standalone, web client only
Interaction Preview with Broadcast
Call Control, Enable collaboration with branch workers and transfers back to contact center
Will integrate with Lync later in 2012 when it is deployed to optimize collaboration
Performance Management: Infomart
Phone: Polycom IP335

27. Ticketmaster
Past: Multiple hw-based call centers in several countries- many PBX types
Drivers for improvement –
consolidate infrastructure
reduce maintenance cost
virtualize hardware environment
Displaced hardware ACD with G SIP, VMware, sw endpoint to reduce hardware footprint by 50%
Estimated pay-back: < 12 months
60% reported reduction in OPEX associated with SIP implementation
Today: US, Canada expanded services to UK, Australia
Fully support 2012 Olympics in London
Move from hw intensive  sw+virtualized  save cost

28. Outsourcing Case Study
Large European mobile & fixed service provider
30M+ subscribers. 10K+ employees. 9B€ turnover
Internal CC for all line service (consumer & business)
4,500 agents: 1,800 internal (5 sites), 2,700 outsourced
2.7 M calls/year
Unique customer service access (1212)
Customer segmentation
Self Services
Location Based Services
Resources Virtualization across all sites
Global Skill Based Routing and reporting
Single CMR client + softphone
Future-proof and robust architecture
Challenges
Benefits
Intelligent Customer Front door
Convenient (ASR/TTS) & personalized (dynamic)
Optimized (routing integration)
Central management and control
Service and operational flexibility
Outsourcer’s SLA compliancy
TCO reduction
Fast and reliable project delivery (6 months)

29. Outsourcing Case Study
SIP Server Media Server Voice mail
PSTN
iCFD
ICON/GIM
Administrators
In house (5)
1212
SIP BB
CCPulse+ ICON/GIM
Genesys CIM
Supervisors
Reporting CRM
iWS+SIP Custom CRM Citrix
Outsourcers
Agents

30. Thank You!