Transcript Why Genesys IP Contact Center?

Product Sales Training
Genesys Sales Academy
Olav Wilke
Genesys Sales Academy - EMEA
[email protected]
Agenda day 2
9:30
Genesys IP Contact Center
10.45
Demonstration Time – IP Contact Center
11.00
Break
11.15
Genesys Voice Platform
12.15
Demonstration Time – Genesys Voice Platform
12.30
Lunch
13.30
Genesys Multimedia Solutions
E-Mail & Internet Interactions
Open Media
14.15
Integration Products
Genesys Agent & Supervisor Desktop
G-Plus CRM Integration
15.00
Break
15.15
Demonstration Time - E-Mail, Agent & Supervisor Desktop
16.15
Exercise: Business Value Proposition – introduction
16.45
End of Day 2
Genesys IP Contact Center
The Past Few Years …
 Enterprises tested & tried IP Telephony in 2002-2003
– In 2004, enterprises became more comfortable with IP
– ROI still an issue unless there is obsolescence or greenfield
– Now enterprises are trying to define the end-state and understand
what they can get out of the technology
 IP telephony usually begins in the enterprise
– Decision impact will extend into the contact center
– Mission critical contact centers often migrate later
 2005 is expected to be a turning point for IP Telephony
– Customers will begin to seriously decide their IP strategy
– Earlier adopters are buying now and will deploy in 2005/2006
 SIP standard is gaining traction, and creating a paradigm shift
– New applications change the way businesses communicate
– Fully backed by major players: IBM, Microsoft, …
IP Telephony is happening today!!
From Cumbersome TDM…
PSTN
PBX
IVR
REC
Contact
center
Apps
DB
CRM
1st Site
Data router
TIE
LINES
2nd Site
PBX
IVR
REC
Contact
center
WAN
TDM
IP
Data router
Redundancy of infrastructure and resources
…To Simple IP
PSTN
IP
softswitch
IP
IVR
IP
REC
Contact Apps
DB
CRM
center
1st Site
Media
gateway
WAN
QoS
2nd Site
TDM
IP
Data router
Services centralization and resources virtualization
When IP Telephony?
4. Managed service
•
Hosted contact center
•
IP Centrex
3. Outsource overseas
WAN
1.
Existing site
•
Add new agents
2. New site
LAN/
WAN
• Branch office
• Home office
IP Telephony Options Today
Upgrade existing
TDM PBX
CTI integration
Single vendor
Hardware-based
STANDARDS
BASED
IPT
Rip and replace with
a brand new IP PBX
CTI integration
Single vendor
Hardware-based
Deploy a SIP solution that can coexist with existing investment
Multi-vendor approach
Software-based
Genesys offers choice !
Option 1: Hybrid/pure IP
(Genesys Inbound Voice IP)
Media
gateway
Hybrid
T-Server Genesys
/ pure IP PBX
applications
Voice packets - Real-time Transport Protocol
Signaling packets - H.323/SIP
Option 2: Standard-based IP
(Genesys IP Telephony: IPMX/SIP Server)
Media
gateway
IPMX/SIP Genesys
Server applications
SIP softswitch
(optional)
Genesys Open IP Positioning
 Customers Decide How To Migrate To IP
– Customers choose the pace, the strategy, the
infrastructure components – Genesys does not force you
to into a “fork lift upgrade” to leverage IP
– Genesys supports TDM, Hybrid and IP Platforms as well
as mixed environments
– 23 major IP infrastructure components currently
supported
 Genesys Provides Choice and Flexibility
– Your choice of Infrastructure
– Your choice of Applications
– Your choice of Migration Strategy
Genesys IP Customers
Growing installed base
WorkForce
Mgt
Web Media
Email
Voice
Self Service
Outbound
Voice
Inbound
Voice
Genesys IPCC Architecture
Customer Interaction Management
Platform
Configuration Services
Management Services
Interaction Services
Hybrid IP Pure IP
PBX
PBX
Statistic Services
Reporting Services
Routing Services
Open IP
Telephony
 Combined solution
with other Genesys
Components
 Provides attended and
Self-Service (Option)
on IP
 Three different
buckets
– Hybrid IP PBXs
– Pure IP PBXs
– Open IP Telephony
• IPMX
• SIP Server
• More to come
 => Genesys has
solutions for each of
them
Genesys with (Hybrid) IP PBX
Media
gateway
Hybrid
T-Server Genesys
/ pure IP PBX
applications
Support of 23 hybrid/pure IP PBXs:
 Alcatel OmniPCX Enterprise
 Aspect ACD
 Avaya Communication Manager
product line (S8100, 8300, 8500,
8700)
 Cisco CallManager
 Nortel Enterprise Succession 1000
(formerly Meridian 1)
 Nortel Carrier Succession 2000/2100
(formerly DMS-100/SL-100)
 Siemens HiPath 3000 (formerly Hicom
150E/H)
 And more!
Voice packets - Real-time Transport Protocol
Signaling packets - H.323/SIP
Not different from what we do for years…
Genesys – Alcatel integration
Smooth migration from OmniTouch ACD to OmniGenesys
protected initial investment
Fastest Deployment
No external IVR required
OmniPCX switch controls
embedded in Genesys
Routing Designer
Leverages internal Voice Guides
Minimum Admin Effort
Real time synchronization of
configuration
Single point of administration
No external CPD required
Routing Service Intelligence
Alcatel
OmniPCX
Enterprise
Leverages internal Call Progress
Detection
Business-class
IP voice quality
Max functionality on Phones
Best of class Availability
Agent/Supervisor phone
functions fully available
Fully synchronized High Availability
Log-on synchronization
Re-Usage of Voice Prompts
ACD BackUp
Genesys and Cisco
 No IP-IVR needed (provided by Genesys IPMX; user definable music/
announcements / prompts / collected digits / apply treatments)
 Attached Data delivery to Cisco IP Phones
Cisco VoIP
Gateway
Cisco
CallManager
Cisco
Certified
Cisco IP
Phones
JTAPI
PSTN
Cisco Skinny
IP (QoS) network
(AVVID Technology Affiliate)
Genesys has more seats deployed on the CallManager than Cisco !!*
*) >100 seat contact centers
ICA Bank- Sweden
 ICA is a large grocery chain in Scandinavia.
 Sold Genesys to a ICA Bank in 2001 (150 agents on a Ericsson MD110).
– There are several entities within ICA with smaller distributed CC in different
locations on various infrastructures.
– They have around 500 agents in Sweden.
 ICA made a decision go for a full IP telephony infrastructure last year
 Did a pilot with Cisco IPCC in one of their CC with 15 agents (not a
success)
 Our competition was mainly with Cisco and another small local CTIvendor.
 Genesys together with our partner Telia won the deal mainly because
– Genesys strong references in the Nordics
– Feature rich & integrated CC suite.
– Our partnership with Cisco and the certification on Cisco CM was very
important
– They could continue with Genesys at ICA Bank when they migrate to
Cisco was an important element in the ROI calculation.
 Solution: Genesys Interaction Management in combination with Cisco
Callmanager, expanded from 150 to 500 agents.
Genesys IP Telephony
Media
gateway
SIP CS Genesys
applications
SIP softswitch
(optional)
Voice packets - Real-time Transport Protocol
 IP Media eXchange
– deployments <300 agents (H.323)
– Deployments <1000 agents (SIP)
 SIP Server
– deployments up to 15,000 agents
 Standards-based: SIP, H.323
 Uses-off-the-shelf hardware
– IP Phones
– VoIP Gateways
 Flexible deployment options
– Stand alone
– Behind 3rd party softswitch (SIP CS
only)
Signaling packets - H.323/SIP
Genesys offers the best alternative !
IP Product Update
High Level Architecture and Features
IP Media
eXchange
Built-in IP IVR
VoIP
Gateway
Genesys CIM
plus
applications
PSTN
Internet
H.323/SIP
H.323/SIP
IP phones
100%
Genesys
Software
IP (QoS) network
Media Gateways
AudioCodes IPM-260
Mediant 2000
Cisco 3725 and 5300
RadVision viaIP GW-P10
IP Endpoints
Microsoft NetMeeting H.323
MSN Messenger SIP
Open Phone H.323
Cisco Analog Telephone Adapter 186
Cisco SIP IP Phones 7940/7960
Genesys IP Telephony - IPMX Standalone
Genesys IPMX
Architecture
UR Server
Stat
Server
T-LIB
Agent Termination
.
.
.
Customer Access
Other Genesys
Server
SMCP T Server
IP Network
Circuit
Switched
Network
Video Phone
SMCP
GW
H.323/SIP
GW
PBX
PBX
DMX
Internal
IP Phone
SM
GW
Genesys s/w
"off-the-shelf" h/w
• Windows
• Solaris
H.323/SIP
Traditional Phone
Call Center in a box
IP Media eXchange
 Genesys IPMX is an “IP soft-switch” for contact centers
– Dynamic Media eXchange (DMX)
• Primary call control between SIP or H.323 devices (gateways,
IP phones/apps, MCUs)
• Works in conjunctions with Genesys T-Server and UR Server
– Stream Manager
•
•
•
•
•
Handles real-time media (voice, video)
Enables IP call parking
Embedded IP IVR (Call treatments/DTMF digit collection)
Multi-party conferencing
Silent voice monitoring -> ‘supervisor barge in’
– SMCP T-Server
• Standard T-Server functionality
Genesys IP Telephony Running @
Kazakh Telecom
 Who is Kazakh Telecom?
– National communication operator of Kazakhstan, one
of the most dynamic Telcos in the post-soviet territory
 Business drivers
– Consolidate telephony capacity available in their
branch agents into a truly virtual distributed contact
center over IP
 Solution: Genesys IPCC
– 6 branches are now being rolled out utilizing Cisco
gateways and Genesys IPMX to over 200 branchbased agents
– Fully distributed environment without large premise
investment, while maintaining centralized management
 Why Genesys IP Contact Center?
– By going with IPMX, customer is achieving far better
contact center functionality for routing and reporting
than comparable Cisco IPCC solution
– By going with IPMX, customer is saving money by
using open IP phones and saving on CallManager
licenses
Super AE/SE: Patrick Pray/Sean Straus
PBX without CTI Environment
Support all
PBXs
No CTI or
ACD needed
Key Telephony
IP Media
System / PBX VoIP eXchange
Gateway
IP Phones
PSTN
E1/T1
ISDN / QSIG
H.323/SIP
H.323/SIP
IP (QoS) network
Extension of PBX with CTI
Environment
TServer +
Genesys Apps
TDM
Phones
Support also
PBX w/ CTI
PBX
w/ CTI
CTI
PSTN
IPMX
Genesys
Apps
VoIP
Gateway
E1/T1
ISDN / QSIG
H.323/SIP
H.323/SIP
IP (QoS) network
IP Phones
Genesys IPMX @ Work at CartaSi
 Credit card market leader in Italy
– Existing CIM Platform, Inbound
Voice, Outbound Voice, E-Mail
and Avaya PBX environment
– Wanted to seamlessly integrate
a new contact center site in
Rome
 Manage growing inbound call
volume by deploying additional
agents in Rome
– Reduce telephone/data
connection costs between Milan
and Rome
– Maintain unique PSTN
connection in Milan (toll free
number)
 Solution: IPCC (IPMX-based)
Genesys SIP Server
What is SIP?
 Session Initiation Protocol
 It is used to establish, change
and tear down (end) calls
between one or more users in
an IP-based network
 Negotiates the features
available without user
interaction
 Standard published by IETF
(RFC 3261)
 Widely regarded as the
successor to H.323 for IPbased telephony
 Scalable and robust
SIP is simple
1.
2.
3.
4.
User registers
Inbound call request
Target is located by Proxy
Voice path/RTP stream is established
Proxy
#1
#2
#4
SIP is natural for Genesys
1.
2.
3.
4.
Agent logs in
Incoming call request
Route determined by Genesys URS
Voice path/RTP stream established
URS
SIP Comm Srv
#1
#2
#3
Why SIP is the future…
 SIP makes hardware interchangeable
– SIP will break the price barrier for components
– The lowest prices happen when "Parts is Parts" is
the rule
 SIP makes software the focal point
 IP becomes communication standard
– IPv6 adoption rate increases
• Address limitations
• QOS standard
– Single infrastructure lowers cost
 IBM an Microsoft are key drivers for SIP
 Genesys is also working to drive the change
Open IP Telephony
Contact
Center
Application
Business
Phone
Application
SIP
PSTN
Customers
Voice
Self-Service
Application
SIP
Unified
Messaging
Application
SIP
IP network
Media
Gateway
Standard based
IP Phones
Powerful standards: SIP, VoiceXML
Open systems model
Multi-vendors environment
Genesys SIP Server
SIP Softswitches
Alcatel 5020
Siemens Hipath 8000
… and growing.
VoIP
Gateway
100%
Genesys
Software
SIP
Communication
Server
Genesys
applications
100%
Standards-based
hardware
IP phones
PSTN
Internet
SIP
SIP
IP (QoS) network
Media Gateways
AudioCodes IPM-260
and Mediant 2000
Cisco 3725 and 5300
RadVision viaIP GW-P10
… and growing.
IP Endpoints
Polycom IP Soundpoint 500/600
Microsoft MSN Messenger
XTen softfphone
Cisco Analog Telephone Adapter 186
Cisco SIP IP Phones 7940/7960
… and growing.
IP Telephony Product Vision
1 - DMX/SMCP T-Server + StreamManager = IPMX
2 - SIP Server + StreamManager
3 - SIP Server + GVP
IPMX
Call Server
SMCP
T-Server
Call Server
Media
gateway
Media
gateway
DMX
SIP
RTP
Stream
Manager
RTP
Media Server
Media Server
Voice packets - Real-time Transport Protocol
Signaling packets - H.323/SIP
SIP
Server
StreamManager
GVP SIP
Genesys Current SIP Product Portfolio
Target
Capabilities
SMALL
(31-100
seats)
MEDIUM
(101-250
seats)
LARGE
(>250
seats)
TELCO
(Internal /
Managed)
Call control
SIP
Server
Call
queuing
SIP NTS
IPMX*
Call
qualification
(IP IVR)
Call routing,
Config
mgmt
Reporting
LOW END
*) will be replaced by SIP Server during 2006
GVP
or
Stream Manager
G7 Suite
HIGH END
Useful Sales Tools on RevGen
 IP Contact Center Datasheet
 SIP Server datasheet
 Open IP Sales Presentation
 IP Contact Centers Industry
Insider Guide
 IP technical White Paper
 Genesys – Cisco Integration
datasheet
Tools forwww.ipcontactcenter.net/breakouts
you!
 Slide place holder for Tricia
Key Takeaways
 IP Telephony is happening today!
 Genesys is a strategic and future-proof
investment that provides choice and
flexibility
 Genesys Open IP enables you to transition
using your own terms and timing
It’s about customer service, not the infrastructure!
Demonstration
Genesys IP Contact Center
Break
Agenda day 2
9:30
Genesys IP Contact Center
10.45
Demonstration Time – IP Contact Center
11.00
Break
11.15
Genesys Voice Platform
12.15
Demonstration Time – Genesys Voice Platform
12.30
Lunch
13.30
Genesys Multimedia Solutions
E-Mail & Internet Interactions
Open Media
14.15
Integration Products
Genesys Agent & Supervisor Desktop
G-Plus CRM Integration
15.00
Break
15.15
Demonstration Time - E-Mail, Agent & Supervisor Desktop
16.15
Exercise: Business Value Proposition – introduction
16.45
End of Day 2
Interaction Product:
Voice Platform
Genesys Voice Platform
•Interactive Voice Response
•Call Handling without using
Agents
Customer Interaction Products
•Call Identification through
Speech Recognition
Inbound Voice
Outbound
Voice
Self-Service
E-Mail
•Re-usage of existing Web
Open Media
Self Service components
Web Chat
•Fast application
development
Customer Interaction Management Platform
•Consistent Web & Voice
Self Service
•Choice of Voice Processing
Vendor (ASR / TTS)
Agent
Desktop
Expert
Contact
Gplus
Adapters
SDK
Workforce
Management
Supervisor
Infomart
•Take advantage
of
Desktop
consolidated features of the
CIM Platform:
Integration Products
•Reporting
Insight Products
•Optimized hand-over to
agents
Self Service business driver
Source: Gartner
-- Average Cost per Interaction --
$16
$7
$6
Cost Savings by
Improving
Operational
7
Productivity
5.50
$5
$4
$3
$2
Improving
0.45
$1Self Service
0.25
$0possibilities
Web
IVR
WEB
IVR
VR
--Web
Self-service
--
4
E Mail
Chat
Phone
E-Mail
Email
Text
CHAT
Chat TELEFOON
Phone
---- Assisted-service
----
Variability
Range
The Unique Value of Genesys?
Routing
Assisted
Service
Web
Self
Service
Voice
Self
Service
Bridging the existing service gaps
Self- vs Assisted Service…
 What happens if the
caller gets stuck?...
 Integration of Self
Service and Agent
Assisted Service !!!
– Optimized routing
decision
– Sharing self-service
information with agent
– Integrated reporting on
self- and assisted
service
The Web and IVR service struggle
Customer Premise
Carrier
Network
Customer
Profile/Data
IVR
Back Office
Data
Internet
Web
Business
Logic
Genesys Voice Platform
Customer Premise
GVP
Carrier
Network
Application
logic in VXML
(Voice)
Customer
Profile/Data
Back Office
Data
Internet
Application
logic in HTML
(Web)
Business
Logic
Genesys Market Position
Ability to execute:
• Highest IVR-revenue in 2004
•Fastest growing vendor in the market today
•Positive feedback from partners and customers
•Strong installed base (over 200 customer ww of
which over 25% speech-anabled)
•Strong technology and reselling partner
landscape
Vision
•Driving the market around Reducing Customer
Frustration
•Adressing the full picture of both self-service
and assisted service
•Most open platform, best in supporting industry
standards
Top position in Gartners Magic Quadrant for IVR solutions !
Proven Technology
GVP customers using Speech



















Qwest Web Contact Center
Alcatel eBusiness
Gentiva Health Services
Vanguard
Travelers Life
T-Systems
McMillan
Hartford Insurance
Zomax
Nike
Toyota Australia
Luxottica
Zurich Insurance
First Data Voice Services
Virgin Mobile Telecom
Verizon (TTS)
ATO Australia
Tampa Electric Co.
Porsche




















IKEA - QWCC

Apple Computer

Mutual of Omaha

Oklahoma Gas and Electric

Roadway Freight

Eircom (Ireland)

Terra Telecom

T-Mobile - Czech Republic

Apptera – Bank of America 
QWCC
France Telecom – “Allobiz” - ASP
Global Speech Networks

Frito Lay

United Airlines

CO Dept Labor & Employment 
American Digital Systems

Peoples Energy (TTS)

CompTel

Banco Pichincha

Hershey

AUS Tax office
Toyota Financial US
Inland Department of Rev.
TeleCheck (FDVS)
Guardian Life
Bayer Animal Health
New Roads
Western Union (FDVS)
Telstra Clear (AUS)
Ministry of Social
Development
AAPT Telecommunications
Kaiser - QWCC
21st Century Insurance
Bill Matrix
MoneyGram
UsXpress
VW Bank
Power Company of NM
Metron
UnoBanco
GVP Solution Ecosystem
Application development…
…with Partner value add and integration
Genesys 7 Voice Platform Family
Sellable Item
GVP: Enterprise Edition
GVP: Network Edition
GVP: Developer Edition
Description
 For on-premise deployments
 Requires Framework
 In-network product
 Multi-Tenant features
 4 port system to enable speech
application development
 Focused on enabling developers to rapidly
develop speech applications
Genesys Voice Portal
Architecture
ASR TTS
8001
IP
E1
start.asp
H323/SIP
start.vxml
8001
…/…/start.asp
Voice Portal
Communication
Server
Enterprise
Web Appl Server
.asp /.jsp/.vox
Genesys
Suite
IVR Server
CME
SCI
Reporting
DNIS
URL
8001
…/Start.asp
Voice Portal
Manager
Genesys
Studio
Next Generation Self Service Platform
Deployment Flexibility
Live Agents
Back Office
Applications
IVR
Communications
Server
PBX/ACD
IVR In Network
IVR Behind
IVR
PSTN/IP
IVR
CS
IVR
CS
In-front
VoiceXML 2.0
Document
Web
Application
Server
Development
Environment
WAN
PBX/ACD
IVR CS
Manager
IVR Reporting
Live Agents
IVR should be able to be deployed in-front, behind ACD/PBX, or in network
Next Generation Self Service Platform
Unlimited scalability
Multiple
Communication
Servers
IVR
Communications
Server(s)
ACD/PBX
Multiple
Application
Servers
Back Office
Applications
Web
Application
Server
Development
Environment
WAN
PSTN/IP
Web
Application
Server
IVR CS
Manager
Reporting
Engine
Live Agents
10.000 ports deployed in network
Genesys Voice Platform (GVP) IP
 For carriers and large enterprises – numerous implementations since 2002
 For enterprises of all sizes– mid-2005 availability
 Circuit-switched and IP can coexist in a hybrid environment (or seamless migration from TDM
to IP)
Support for:
 Real Time Transfer
Protocol (RTP)
 Session Initiation
Protocol (SIP)
 H.323
 HTTP 1.1
 VXML 2.0
Next Generation Self Service Platform
More Deployment Flexibility; Centralized Functionality
Live Agents
Centralized
Voice Processing
VoIP
Media
Gateway
PBX/ACD
IVR In Network
IVR Behind
PSTN/IP
IVR
VoIP
MG
H.323 / SIP
Gateways or
Softswitches
VoIP
MG
In-front
GVP-IP
Communication
Server
Back Office
Applications
ASR
TTS
Web
Application
Server
WAN
PBX/ACD
Development
Environment
IVR CS
Manager
IVR Reporting
Live Agents
The ”Perfect Storm” of IVR
Age of existing
self service
solutions
2-4 years of
heavy web
infrastructure
investment
Voice XML
as a
standard
and enabler
Converging
Factors
Speech
Recognition
Acceptance
Cost
Effective
Solution
(ROI focus)
Customer
Satisfaction
Advanced Voice Solutions:
Concept Examples
 Information Services (Store locator, Flight Information,
City Guide, Navigation Services, Car Trade-In Value)
 Notification Services (Delivery Services, End of Warranty,
Alarm Centers)
 Transactions (Bill Payment, Ticket Purchase, Reservation,
Flight Check-In)
 Communications (Voice Activated Dialling)
 Entertainment (Dating Services, Games & Betting)
 Education (Training on demand)
Genesys Voice Platform
Unique Selling Points
 Optimized hand-over between Voice Self Service and Assisted
Service
– Call information is being presented to agents, preventing the waste of time and
frustration of asking for imformation already provided by the caller
 Re-usage of existing Web (Self Service) components
– Reduces development effort and cost
– Provides consistency between web- and voice self service
– Reduces maintenance cost of multiple interfaces
 Optimized Deployment
– Enterprise deployment or Network deployment
– Redundancy and Scalability options
– No proprietary hardware required
 Easy application development
– Genesys Studio or other VXML development tools
– Re-usage of existing Web (Self-Service) components
 Provides choice of ASR and TTS vendors that best fit the
application, the budget, or the languages supported
GVP Case: Eircom - Ireland
Case Study – Eircom - Ireland
Company Overview:
 Ireland’s leading communications provider
 Providing telephone, dial-up and broadband services
 1.2 Million customers
The Challenge:
 To enhance range of automated services
 Complete more transactions quickly and easily
 Develop new applications to satisfy customer demand
Contact Centre Overview:
 8 Contact Centres across Ireland
 400 Agents
 100,000 calls per week
 Deals with sales and customer service
enquiries via ‘1901’ service
Genesys Solution:
 Genesys Voice Platform
The Solution:
 Scansoft Speech Recognition Engine
 Genesys Voice Platform introduced via a phased approach. Initially
tested on 5% of customer base. Now 100% live.
Infrastructure:
 Fine-tuned to handle all Irish dialects and mobile phone users.
 Multiple PBX Switches
 Skills-based routing employed for non-automated calls
 Symposium Call Management
 Skills-based Routing
The Results:
 CTI Screen-pop integrated to core CRM
 7% increase in first call resolution
 Internal transfers and call tromboning have become unnecessary
 Increased customer satisfaction levels
 Reduced operational costs
GVP Case: PWN - Netherlands
Who is PWN ?
 The company
– Dutch Utilities Company providing drinking water
– 770.000 connections (companies and households)
– Delivering apx. 100 Million m3 water yearly
 Their contact center
–
–
–
–
Customer Care department - 40 seats
Handling 500.000 calls per year
Genesys Express Voice with GPlus SAP CRM
Suffering from poor service levels
 PWN Objectives:
– Provide Self Service to customers
– Reduce calls into call center to improve Service Levels
– Reduce regular mail feedback
The Application
 Collection of Water Meter Levels
–
–
–
–
770.000 collections per year (spread over the year)
70% through regular mail
13% through Internet (existing web application)
17% through Call Center (to live agents)
 Genesys Voice Portal application
–
–
–
–
Identification based on account number (digits)
Collection of meter level (digits)
Providing acknowledgement of correct input
Re-usage of existing Internet application
(that hooks into SAP IS-U)
– No Text To Speech or Automatic Speech Recognition used
– Redundant deployment (120 ports in total)
Sales cycle Key Elements
 Unique Selling Points
– Re-usage of existing Internet Self Service application
– Integration into Genesys Suite (hand-over to agents)
– Integration into SAP (through existing web-components)
 Building Return on Investment case with customer
– Total savings per year: EUR 160k (Agent time & Toll Free cost)
– Expected Return on Investment Break-Even: 1 ½ Years
 Result after implementation:
– Maximum waiting time has reduced 5x !!
– 10%-20% reduction of calls on a Monthly basis !!
– Actual Return on Investment Break-Even: 14 Months !!
Demonstration
Voice Platform
Agenda day 2
9:30
Genesys IP Contact Center
10.45
Demonstration Time – IP Contact Center
11.00
Break
11.15
Genesys Voice Platform
12.15
Demonstration Time – Genesys Voice Platform
12.30
Lunch
13.30
Genesys Multimedia Solutions
E-Mail & Internet Interactions
Open Media
14.15
Integration Products
Genesys Agent & Supervisor Desktop
G-Plus CRM Integration
15.00
Break
15.15
Demonstration Time - E-Mail, Agent & Supervisor Desktop
16.15
Exercise: Business Value Proposition – introduction
16.45
End of Day 2
Genesys Multimedia Solutions
CIM Platform
Customer Interaction Products
KEY ELEMENTS
•Optimized distribution of
all customer interactions
Inbound Voice
Outbound
Voice
Self-Service
E-Mail
Web•Optimized
Chat
Open
Mediaof
workflow
non real-time interactions
Customer Interaction Management Platform
Agent
Desktop
Expert
Contact
Gplus
Adapters
SDK
Workforce
Management
•Consolidated Real time /
& Historical reporting
•Centralized Functional &
Technical application
maintenance
Supervisor
•Single pointInfomart
of integration
Desktop
to PBX, IVR, OS, DBMS,
etc.
Integration Products
•Provides Multi-site &
InsightRedundant
Productsdeployment
Interaction Workflow
(also known as “Multi Channel Routing”)
E-Mail routing struggles...
 Universal Queue Solutions (push) – focus on routing
– Vendors: Cisco, Avaya, Nortel, InIn, ...
– Positive
• Most efficient distribution
• Service level management
• Reporting available
– Negative
• No manual control on distibution process
• Not capable of handling interactons between multiple persons internally
(e.g. between agent and expert)
E-Mail routing struggles...
 E-Mail Response Solutions (pull) – focus on process
– Vendors: Kana, Siebel, SAP, Peoplesoft, (Outlook), ...
– Positive
• Full (manual) control on distribution process
• Capable of handling interactions between multiple persons internally
– Negative
• Inefficient distribution
• No service level management
• No reporting available
Genesys Interaction Workflow
Provides Best of both Worlds !!
– Most efficient distribution with
(manual) control on distribution
process
– Capable of handling
interactions between multiple
persons within the enterprise
while maintaining end-to-end
Service Level objectives
– Provides both Reporting &
Forecasting
CIM Platform: a look inside…
Media
Genesys
Genesys
Genesys
Genesys
Genesys
Genesys
Genesys
Inbound
Network
Outbound
Voice
E-mail
Web
Open
Voice
Voice
Voice
Platform
Media
Media
Interactions
(chat)
Interaction Management
New Architecture Components
for Email/Web/Open Media
Real-Time Routing
Interaction Workflow Designer
Interaction Routing Designer
Interaction Server
Universal Routing Server
Universal Contact Server
Custom Server
Knowledge Manager
Classification Server
CIM
Platform
Reporting
Call Center Analyzer
CCPulse +
Framework
(T-Servers shipped based on Interactions Purchased)
Interaction Server’s
Workflow Designer
•Easy definition of
Workflow strategies
Create
Routing work queues for Email,
Web Media and custom media
Create new
•Define contrallable
Queues and Workbins
Real-time Routing
strategies
•Link Workflow to
Routing strategies
•Trigger new
interactions to follow
up existing
interactions
Batch Queue Treatment
Supervisor
Desktop
•Manipulate the
Distribution of NonRealtime Interactions
•View individual messages
after search
•See details including:
•Attached data
•Message text
•Attachments
•Treat emails categorically
or individually
•Terminate
•Change Priority
•Change Queue
Knowledge Manager
•Define Response
Templates to improve:
•Speed of Responses
•Quality of Responses
•Consistency of
Responses
•(Sub)Category structure
simplifies overview of
Knowledge Base
•Dynamic Field entries
automatically personalise
the standard response
templates
•Responses can be used
for all media (including the
assistance for inbound
voice)
Internet Interactions
•Simple & Advanced
Content Analysis
•Automated and Suggested
Responses
•Response strategy Outbound
Inbound Voice
integrated
in distribution
Voice
rules
Customer Interaction Products
Self-Service
E-Mail
Internet
Open Media
•Collaboration on responses
•Push & Pull distribution Customer Interaction Management Platform
•Supports Internet Security
•Take advantage of
Agent
Expert
Gplus
consolidated
features
of
the
Desktop
Contact
Adapters
CIM Platform:
•Distribution
•Reporting
Integration Products
•Contact History
•Media Provided:
SDK
Workforce
Management
Supervisor•E-Mail
Infomart
Desktop
•Chat
•Co-Browse
•Web Call Trough
Insight Products
•Web Callback
Internet Interaction: E-Mail
Companies Failing to Meet
E-mail Service Expectations
 38% of consumers with incomes of $100,000 or more expect a
6-hour turnaround.
 New Internet users (41%) and consumers age 55 or greater (43%)
expect a 6-hour turnaround
 Delayed e-mail response negatively impacts not only customer
satisfaction, but also call center costs and customer revenues.
 58% of consumers surveyed said they would call when their
e-mail goes unanswered, while 36% said they'd send another
e-mail.
 A slow e-mail response can translate into multiple customer
inquiries, potentially doubling processing costs - and prompt
customers to bolt.
 46% said the speed and thoroughness of an e-mail response
would guide future purchases from a Web site.
Jupiter Research benchmarking study 2003
Collaborative E-Mail Response
Participant Status
Monitoring
•Efficiently respond on EMails requiring multiple
parties to be involved
•‘Forward’ interactions to
colleagues while
remaining control on
service objectives
•Add personal notes to
forwarded messages
Participant
Invitation
•Verify response status in
real time
•Consistently report on
overall response times
and response times of
collaborations
Supervisor Queue Management
Supervisor
Desktop
•Manipulate the
Distribution of NonRealtime Interactions
•View individual messages
after search
•See details including:
•Attached data
•Message text
•Attachments
•Treat emails categorically
or individually
•Terminate
•Change Priority
•Change Queue
Screening Rules
Screening rules perform
pattern matching on
incoming interactions.
The results of the
pattern matching are
then available for use in
subsequent steps in
routing and in
interaction workflows.
Content Analysis
 Genesys Content Analyzer is an option to that adds
natural language processing technology to Genesys
Knowledge Management.
– It activates Training Server, which has no function in the basic
Genesys Knowledge Management but is required for training
models.
– It enables Classification Server to categorize incoming
interactions using models.
Content Analysis
Training
 Training scans the text
objects and forms a
statistical model of the
words and phrases that
tend to occur in each
category.
 This is why you may want
to have the training scan
standard responses: they
are very likely to include
many words and phrases
diagnostic of their
category.
 This is also the reason
that more text objects is
better: it increases the
sample size, which
increases the accuracy of
the model.
 Training may be
scheduled as desired.
Genesys E-Mail
Unique Selling Points
 Integration of (automated) reponse rules into routing
strategy balances Customer Value with Cost of Service
 E-Mail Collaboration provides control on e-mail
interactions that require assistance from an expert
 The combination of efficient routing (push) and
(manual) queue management (pull) provides full
flexibility, while ensuring service levels.
 The workflow capabilities ensure an optimized e-mail
response process
Improved e-Mail Response
15% - 50% Reduction in
Handle Time
Internet Interaction: Chat
Web-based Chat
 Support for Multiple Chat Interactions
– Single Agent manages multiple chat interactions
 Chat Transfer features
– Agent to Agent
– Agent to Queue
 Chat Transcript Handling
– Entire transcripts visible to all active chat participants
– Transcripts stored in Contact Database
– Transcripts may be reviewed at a later time
 Implemented via pure HTML
Genesys Process Routing
Genesys Open Media
vs
Genesys Process System
Genesys Enterprise Interaction
Management
Enterprise Interaction Management
Business Process Routing
Customer Interaction Management
Branches
Mid offices
Outsourcing
Agents
Self Service
Marketing
Service Experts
Example Enterprise interaction
clients
Interaction Management
Across the Enterprise
voice
e-mail
web
documents
fax
white mail work item
@
Real-Time Routing
Work Bin
Business Process
Management
Open Media Interface
Genesys CIM Platform
Front Office Workers
Functional Experts
Open Media Interface
•Add’s any media to the
Genesys Interaction
Management Platform (e.g.
Fax. Letters, SMS, ... )
•Integration with third party
Outbound
Workflow
InboundSolutions
Voice
Voice
Customer Interaction Products
Self-Service
E-Mail
Web Chat
Open Media
•Leverages strengths of CIM
Platform:
•Real-time & non-realCustomer Interaction Management Platform
time distribution
•Maintain Service
Objectives
Agent
Expert
Desktop
Contact
•Consolidated
Gplus
Adapters
SDK
Workforce
Management
Supervisor
Desktop
Reporting &
Forecasting
•Consolidated
Contact
Integration
Products
History
Insight Products
Infomart
Example use cases
 Faxes
– can be treated as a separate media
– Faxes will be handled within the Interaction Workflow
– Attached data (OCR-field info...) can be used to enrich the
processing.
– Faxes will be stored in the contact database.
– Handling and response times time can be reported and
forecasted upon
 3rd party Workflow solutions (e.g. Filenet, Staffware, ...)
– can be integrated, adding the value of our CIM platform
– while leveraging existing investments
Interaction Management
Across the Enterprise
voice
e-mail
web
documents
fax
white mail work item
@
Genesys Business Process
Business Process Management
System
Genesys CIM Platform
Front Office Workers
Functional Experts
Integration Products
Customer Interaction Products
Inbound Voice
Outbound
Voice
KEY ELEMENTS
•Out-of-the-box Desktop
Self-Service
E-Mail
Webapplications
Chat
Open
Media &
for Front
Back Office employees
•Out-of-the-box integration
with Business
Customer Interaction Management Platform Management Solutions
(Siebel, SAP, Peoplesoft
and Microsoft)
Agent
Desktop
Expert
Contact
Gplus
Adapters
SDK
Workforce
Management
Supervisor
•Rich set of interfaces
Infomart to
Desktop
integrate with e.g.
•custom CRM /
desktop applications
Integration Products
Insight Products
•custom Reporting /
Wallboard applications
Genesys Contact Navigator (G6)
Genesys Agent Desktop (G7)
Agent Desktop – Solving Pain Points
Issue
Building desktop
from scratch takes
too much time
Solution - Agent Desktop
Out-of-box Genesys Agent Desktop
delivers an ergonomic user interface for
all contact center interactions
Poor design reduces Streamlined design improves focus,
agent productivity
simplifies navigation to agent productivity
Deploying and
upgrading individual
desktops is costly
Thin client, centralized architecture
reduces upgrade and deployment times
Simplified localization improves
Inconsistencies
created with multiple consistency across site and reduces IT
language support
costs
Genesys Agent Desktop
Optimized for multi-media interactions
 Out-of-the box desktop
application
Telephone
E-mail
 Supports any media
channel
–
–
–
–
Inbound/Outbound voice
Email
Chat
Web
 Thin Client application
– Easy deployment
– Customization possible
Collaborative E-Mail Response
Participant Status
Monitoring
Participant
Invitation
Genesys Supervisor Desktop
Supervisor Desktop
•Combines all Supervisor
Tasks into one Easy to Use
Desktop Applicaton
•Provides Agent, Group &
Outbound
Skills
Configuration
Inbound
Voice
Voice
Management
Customer Interaction Products
Self-Service
E-Mail
Web Chat
Open Media
•Manipulates the Distribution
Customer Interaction Management Platform
of Non-Realtime interactions
Agent
Expert
Gand
•Manages
Escalations
plus
DesktopAssurance
Contact
Adapters
Quality
•Remains in control through
Integration
sophisticated
Alarm Products
Conditions and Screens
SDK
Workforce
Management
Supervisor
Desktop
Insight Products
Infomart
Supervisor Desktop 7 Overview
 Unified
interface
Summary Level
 Easy to use
(Configuration, Reporting, Alarms, Queue Mgt)
 Thin Client
 Personalized
Detail Level
View navigation
 Consistent
with Agent
Desktop
Agent Configuration
 Create / Modify
agents in real time
–
–
–
–
–
Skills
Login ID’s
Names
Roles
Password
 Bulk agent
modification
 Skill management
– Assign skill to all or
selected agents within
a group
• Example: Group
trained in new
technique – add
skill to all agents in
a single action
– Search for agents with
a specific skill
– Eliminate all instances
of a skill
Personalized Alarms
 Threshold and alarm
management
– Alarms configured for
Genesys objects
– Color coding and severity
indicators
 Save in Quick Dashboard for
easy reference
– alarm status also visible
 Personalized color codes
Supervisor Desktop View Alarms
Supervisor Queue Management
Supervisor
Desktop
•Manipulate the
Distribution of NonRealtime Interactions
•View individual messages
after search
•See details including:
•Attached data
•Message text
•Attachments
•Treat emails categorically
or individually
•Terminate
•Change Priority
•Change Queue
Genesys Desktop
Unique Selling Points
 Out-the-Box Desktop applications that meet the specific needs of
the users:
– Agents
– Supervisors
 Easy to deploy Thin-Client applications
 Each desktop provides the ability to handle All Media, Inbound
ánd Outbound
 Easy to Personalise and Easy to Customize
 Genesys Desktops enable the specific interaction handling
functions of the CIM Platform
– Supervisor Queue Management
– Collaborative E-Mail
– Knowledge Base & Contact History
Integration:
G+ Adapters
Genesys Gplus Program




Expands combined value proposition
Extends the benefits of Genesys
Accelerates solution deployments
Reduces risk
“Genesys’ commitment to working with complementary application
providers offers businesses a ’real-world’ approach that delivers more
complete customer relationship management solutions.”
META Group
Genesys and ISV Partners
 CRM/ERP controls the business processes, the customer
data, and the agent desktop
 Genesys manages communication and customer
interactions across all channels
 The Gplus adapters bring together the strengths of both
companies to ensure customer satisfaction and to drive
business success
 Success factors:
1+1=3
- Joint engineering efforts
- Minimum overlap
- Combined Marketing & Sales activities
Integrated Offering Improves
Customer Service & Loyalty
 Intelligent data-driven routing based on business
rules
 Blended inbound/outbound multimedia interaction
management
 Support for outbound dialing modes (preview,
progressive, and predictive)
Integrated Offering Improves Agent
Productivity
 Leveraging a single desktop application
 Agent screen pop and seamless call/data transfers
 Topic driven Screen presentation
Integrated Offering Lowers
Administration Costs
 Real-time agent configuration synchronization
 Automated campaign data synchronization
 Automated business data synchronization
Integrated Offering reduces
Cost of Integration
 Pre-defined integration reduces effort & project risk
 Version Upgrades (CRM/Genesys) included in
maintenance
– minimizes future integration costs !!
Gplus adapters
Supported Rls
Supported Rls
• Siebel 6 (2000)
• SAP ERP (R/3)
• Siebel 7.0; 7.5; 7.7
• SAP CRM 3; 4
Supported Rls
Supported Rls
• PSFT 8
• MS CRM 1.x
• MS CRM 2.0
(Q4-2005)
Siebel 7 with Gplus Adapter
Communications Toolbar
Persistent Dashboard
Contact Information
Interaction History
Gplus Adapter for Siebel
Customers




















Advanced Info Svcs (Thailand)
AT&T Wireless (US)
AMP (AUS)
Banesto (Spain)
Bank of Asia (Thailand)
Bank of Montreal (Canada)
Bank Leumi (Israel)
British Telecom (UK)
Centrica (UK)
China Netcom (China)
Corporacion Digitel (Venezuela)
Dept of Education (US)
Doble (US)
Exodus Communications (US)
Finanz Bank (NL)
Groupama (France)
INS (US)
Lattlekom (Finland)
Maytag (US)
Merrill Lynch (US)




















Nashuatec (NL)
Nationwide Insurance (US)
Nedcor Bank (South Africa)
Nicos (Japan)
Premier Farnell (South Africa)
Principado de Asturias (Spain)
Robeco (NL)
Sainsbury (UK)
Samsung Life Insurance (Korea)
Sol Melia (Spain)
Sprint North Supply (US)
State of Colorado (US)
Sun Life (Canada)
Sun Microsystems (US)
Swisscom Mobile (Switzerland)
Telstra (AUS)
The Hartford (US)
Total Gaz (Portugal)
Virginia Tax (US)
Xfera (Spain)
GPlus Adapter for mySAP CRM
Key Product integration points






Business Partner look-up via
caller attributes or e-mail
address
Display of Business
Transaction history (e.g.
Orders)
Transfer of SAP business data
along with interaction
Easy data exchange with
Interactive Intelligent Agent
(IIA)
Outbound contacts from SAP
CRM Contact Lists
Integrated Customer contact
history with mySAP CRM
Analytics
Joint Customers – mySAP ERP
–
–
–
–
–
–
–
–
–
–
–
–
–
–
–
–
–
–
–
BCA, U.K.
Bertelsmann, Europe
ECI, Belgium
Elf Lubricants, France
Energy Australia
Engen Petroleum, South Africa
Festo AG, Germany
GPU/First Energy, U.S.
Netscalibur, Italy
Oklahoma Gas and Electric,
U.S.
Pioneer Concrete, Australia
PSA Peugeot Citroën, France
Reliant Energy, U.S.
Sanlam Insurance, South Africa
SAP AG, Germany
Singapore Power, Singapore
Sterling (Kohler), U.S.
Yellow Pages, U.K.
Yodobashi Camera, Japan
Joint Customers – mySAP CRM
– ArticCat*, U.S
– Adobe, US
– BOC Gases, Australia, U.K.,
U.S.
– Brutele*, France
– DeAgostini, Italy
– Epson, Korea
– Ipsoa, Italy
– Linz AG, Austria
– NVE*, Denmark
– Pirelli, U.K.
– PWN*, Netherlands
– Sazka, Czech
– Scottish Courage, Scotland
– SkoFIN, Czech Republic
– Uralita*, Spain
* Genesys Express
PeopleSoft Gplus adapter
Genesys and PeopleSoft
Common Customers












ABN AMRO
Agilent Technologies
Bausch & Lomb
Belgacom
BellSouth Ecuador
Blue Cross/Blue Shield
Canadian Pacific
Railroad
Chase
CheckFree
Codetel
Duke Energy
Dynegy
Federal Express
France Telecom
Infonavit
Logic BV
Lufthansa
MobilRom
Nextel
PepsiAmerica
Polycom
Prima Telemetric
Sprint
Tricom
Watts
Communications
 Wells Fargo













Gplus Benefits Summary
 Increase Customer Satisfaction
– The Genesys suite and CRP/ERP integration allows for
tailored service interactions using all available data
 Increase Productivity
– The Genesys Gplus Adapters increase agent efficiency
and allow agents to service customers through a single
desktop interface
 Improve Cost of Ownership
– The Gplus Adapters reduce the complexity of integrating
the Genesys Suite and CRP/ERP software
Genesys GPlus Adapters
Unique Selling Points
 Provides more Business Value through better integration
–
–
–
–
–
Intelligent Screen & Script popup
Integrated Multimedia Capabilities
Integrated Outbound Campaigns
Integrated Contact History
Integrated (Analytical) Reporting
 Closest Co-Operation with CRM-vendors
– Combined Development-effort
– Validation & Certification on most recent versions
– Combined knowledge within Technical Support Organizations of Genesys and
CRM partners
 Proven Solutions
– Genesys has a very rich installed base on integrated CRM deployments
 Knowledge within Customer Support Organization and Partners
– Knowledgeable Professional Services, Technical Support and Partners
– GPlus Developer courses available within Genesys University
Break
Agenda day 2
9:30
Genesys IP Contact Center
10.45
Demonstration Time – IP Contact Center
11.00
Break
11.15
Genesys Voice Platform
12.15
Demonstration Time – Genesys Voice Platform
12.30
Lunch
13.30
Genesys Multimedia Solutions
E-Mail & Internet Interactions
Open Media
14.15
Integration Products
Genesys Agent & Supervisor Desktop
G-Plus CRM Integration
15.00
Break
15.15
Demonstration Time - E-Mail, Agent & Supervisor Desktop
16.15
Exercise: Business Value Proposition – introduction
16.45
End of Day 2
Case: De Telegraaf - Netherlands
Who is De Telegraaf ?
 The company
– Publisher #1 Newspaper in The Netherlands
– Publisher of magazines and door-to-door papers
– Revenue EUR 700 Mio from subscribers,
advertisement and kiosk sales
 Their contact center
–
–
–
–
–
120 seats
# calls
# coupons
# emails
# faxes / letters
1.5 million
2.8 million
40.000
1.2 million
p. year
p. year
p. year
p. year
Project CNTACT!
 Telegraaf Customer Contact Center (T3C)
 T3C Objectives
–
–
–
–
Improve Customer Relationship – single point of contact for all BU’s
Improve Operational Efficiency – migrate into a single department
Multi Channel Contact – phone, IVR/Web, e-mail, coupon, fax, letter
Ambition to become an outsource contact center
 Solutions within CRM scope
– Siebel CRM
– Genesys Interaction Management
– DataDistilleries Analytical CRM
Genesys @ De Telegraaf
Customer Interaction Products
Inbound Voice
Outbound
Voice
E-Mail
Web Chat
Open Media
Customer Interaction Management Platform
Gplus
Adapters
Integration Products
Workforce
Management
Insight Products
Sales cycle Key Elements
 Competition: Avaya on solutions, Siebel on project-planning
 Internal Mentor: Dick Pouw, manager T3C
 Shift of focus from Siebel to Genesys
– From Big ROI to Quick ROI
– From Revenue Generation to Cost-Savings
– From ‘it might happen’ to ‘it will happen’
Dick Pouw
Mgr. T3C
D
 Positive Proof of Concept
– Genesys – Siebel 7 integration
– Reference visit at BeCogent and ECI
 Great Co-operation with selling partner
– Genesys remained a direct touch during the sales cycle
V/P
Return on Investment
 Handling of 20% more calls with same staff
 … (equals EUR 8.000 per seat; ROI < 1 ½ year)
 Call time reduction of 20 secs (15% - 35% of call
length)
 Efficient processing of coupons (incl. storage)
 Better insight on contact center operation
 Better scheduling of agents
Demonstration
E-Mail, Agent & Supervisor Desktop
Exercise
Genesys Business Value Proposition
Exercise: Business Value Proposition
 Define a Business Value Proposition around a certain
topic to a certain person within the Contact Center
Organization.
 The proposition may not last longer than 30 seconds.
(“elevator pitch”)
 The topic can be generally on Genesys’ value, can be
on a specific solution that Genesys provides or a can
be on a specific issue that Genesys solves. You may
select your own topic
 The person within the organization is for example:
–
–
–
–
Director of Operations – strategic focus
Contact Center Manager – tactical focus
Director of IT – strategic focus
IT Manager – tactical focus
Exercise: Business Value Proposition
Business value proposition guidelines:
 “What”
Describe the solution that you are
proposing
 “So What” Describe what improvement this brings to
the organization, or what issue this solves.
 “How Much” Describe the value of your solution in
clearly measurable and understandable
figures
 “Prove it” Use an example (e.g. reference customer)
that proves that your solution and the value
are both realistic
Exercise: Business Value Proposition
Example:
 “What”
 “So What”:
 “How Much”:
 “Prove it”:
With Genesys Voice Platform – our IVR solution – we are
able to serve callers in a very good manner without
interference of an agent.
This means that the most simple and boring service
questions will be taken away form your agents, saving
their valuable time.
Our expectation is that – in your situation – this will save
at least 10% of the agents talk time, representing a
savings amount of EUR 300.000 per year.
At PWN – a Dutch Utilities company providing water to
apx 700.000 households – we’ve reduced the number of
calls to the agents with 15% by ‘only’ optimizing the
collection of watermeter levels. To PWN their investment
was earned back within 1½ year, while maximum waiting
times have been reduced with a factor 5.
In the back of the student-kit you will find some case studies of Genesys
customers. Case studies can also be found on the Genesys web site
(www.genesyslab.com)
Exercise: Business Value Proposition
Team-work:
 Define groups
 Each person will define his/her own value proposition.
 By reviewing your partners you will help him/her to
improve their value proposition.
 One of the value propositions per group will be
presented to the class.
“See You Tomorrow”
And don’t forget your Homework !!... ;)