The network powers customer service

1. The network powers customer service Service Provider Day @ G-FORCE 2012 Barcelona Heinrich Welter, Senior Director Strategic Sales @HeinrichGenesys

2. IP Transformation (Consumers) • IP transformation has become reality for a lot of end customers • Text/Video chat like Facetime from mobile devices like iPhone and iPad • Social Media usage across all kind of devices • PC, Tablet, Smartphone, smart TVs, … • Cloud Services for data storage and real-time data exchange between various personal/family devices • Information and transaction services anywhere and anytime optimized for the used device (internet presence vs. app presence) • Disruptive change of traditional service offerings (e.g. apps like myTaxi, net-a-porter, etc.) • “consumerization drives enterprise expectations” • And drives behaviour change (e.g. Social buying)

3. IP Transformation (Enterprise) • IP transformation is also taking place in enterprises • IP telephony • Use of new IP channels (e.g. chat, social) • Leveraging of apps (the flip side of the consumerization) • Usage of new forms of operations (Hosted/SaaS) • “Cloudatization generates benefits and opens new business models”

4. IP transformationCarriers have an important role • The heart of the future transformation resides in the network and strengthens the role of the carriers • E.g. one carrier cloud instead of various device family/ISV dependent clouds • E.g. cross country services (data plans, network access etc.) • E.g. seamless connection of /transfer between interaction channels Network

5. NGN Networksthe benefits of IP transformation from the networks perspective The road to full IP transformation of the core networks is long and has some bumps, but huge benefits! Even more costsavings True Conversations Mobile Services More cost savings User Centricity New services Costsavings

6. URS Stat Server Reporting Framework Config Mgmt NGN Networksa complex architecture – IMS – is required to achieve the goals Service/Applications Layer GENESYS CONTACT CENTER IMS AS Location Server Group Management Server App Server with internal SCIM Presence Server ISC SIP SERVER WEB APP SERVER Sh *ISC ISC HSS ISC SIP Sr HTTP/ VXML Cx Diameter Session Control Layer SIP +NETANN IMS Core Mw I-CSCF Mg ISUP Signaling GW MGCF Mw Mw S-CSCF P-CSCF Mj Mr H.248/ Megaco SS7 Mi MRF (MS) UE (User Equipment) Transport Layer BGCF Breakout Gateway Control Function MGW TDM Other PLMN IP Internet PSTN

7. NGN Networksattaching components right makes the difference in the solution

8. URS Stat Server Reporting Framework Config Mgmt NGN NetworksAs per Ovum: 50% of $16bn will be spent in Application Services Strategic Part Service/Applications Layer GENESYS CONTACT CENTER IMS AS Location Server Group Management Server App Server with internal SCIM Presence Server ISC SIP SERVER WEB APP SERVER Sh *ISC ISC HSS ISC SIP Sr HTTP/ VXML Cx Diameter Session Control Layer SIP +NETANN IMS Core Mw I-CSCF Mg ISUP Signaling GW MGCF Mw Mw S-CSCF P-CSCF Mj Mr H.248/ Megaco SS7 Mi MRF (MS) UE (User Equipment) Transport Layer BGCF Breakout Gateway Control Function MGW TDM Other PLMN IP Internet PSTN

9. NGN Networksright connection of Application Servers drives the business case & benefits Only the Genesys Contact Center Suite can play the role of an Application Server (AS) within an IMS architecture and has proven this through live projects With the ISC connection, the Genesys Suite becomes a well integrated component to the core IMS network • Various benefits can be achieved because of that: • Multichannel Conversation • Workforce Virtualization • Flexible Service offerings – especially in combination with smartphone devices • TCO reduction • Next Level of Hosted/SaaS offerings • IVR working as MRF

10. Benefits of Genesys within IP transformationfor the end customer • Check • Multichannel Conversations • Customers can start a conversation on any channel and can continue on any other channel • Reply to an SMS, than Call, change to video etc. • Having Genesys technology as part of the core network • Every Interaction of the conversation is tracked and conversation information is provided at real-time to any new interaction of the conversation (Conversation Manager) • Conversation Memory, conversation analytics and other data (e.g. Customer Effort Score) can be leveraged in real-time to drive interactions in the right way and on the right channel Customer Experience Interactions Conversations Across Channels Key Driver Social-sphere • Twitter • Browse Internet • Chat • Email • Specialist In Person • Agent ContactCenter • Agent Mobile • iCFD

11. Benefits of Genesys within IP transformationfor the customer care organization • Workforce Virtualization • With the virtualization of the network, all resources attached to the network are virtually connected Home agents have same environment/connectivity as working in the office Mobile workers are connected like working in the office Enterprise hardware/ software services On premise/hosted or SaaS As private/public or mixed cloud (UC Connect enabled) Leveraging all plattformbenefits (likeiWD) All channels, notvoiceonly External agents at Outsourcers are usable, stearable and reportable as own agents Agent locations can be spread across various locations – even cross countries without usage/reporting/ (speical) costs issues ONE multichannelconversatiionwiththecustomer

12. Benefits of Genesys within IP transformationfor marketing, sales and customer care • Flexible service offerings for smartphones • Genesys Mobile Engagement together with IP networks allows the offering of next generation flexible service offerings • Customer care is contacted on a data connection with plenty of information about the customer service request • The customer is still in control about the data to be delivered • All device supported channels (e.g. SMS, Chat, Call, Video, Social Media, IM) are supported to handle the service request • Best fit of customer demand and optimal service delivery Connect Me

13. Benefits of Genesys within IP transformationfor network and IT operations • TCO reduction • Transformed networks and the parameter/rules based approach of Genesys Administration helps to significantly reduce costs • Business can do daily changes without IT/network people • Routing decision • Parameter evaluations • Business rules • Separation layers make sure integrity/functional assurance is given at all times Various GUIs/deployment processes Service Delivery Environment (SDE)

14. Benefits of Genesys within IP transformationfor sales and value added services + associated operation & billing • Hosted/SaaS offerings • The Genesys suite connected to an NGN/IP network is ideal for Hosted/SaaS offerings • For Hosted services: • Complete separation of platform operations (done by the carrier) and configuration (done by customer) • Full multichannel assisted and self services • And in addition for SaaS services: • Seamless network integration makes SaaS platform useable like on premise platform • Full channel integration (phone, video etc.) • Detailed reporting • Billing

15. Benefits of Genesys within IP transformationfor operations saving • Genesys IVR operates in NGN/IP networks also as MRF • IT IVR services and network IVR services can reside on the same platform and share resources (e.g. ASR/TTS, Service Development and Delivery) • All type of IVR services can be delivered from one platform • Announcements • DTMF • Simple speech • NLU • NGN integrated and enhanced versions of traditional services can be rendered from one network component • Call Completion Services (e.g. wrong number, out of service etc.) • Feature Server functions (e.g. call forward, voicemail etc.) • Mixed channel usages (e.g. social media status on voicemail, SMS notification for any type of call, enhanced availability messages).

17. & follow G-Force and Genesys on Twitter at #GForceEMEAand @Genesyslabfor the latest news and updates! • Join the Genesys G-Force Network on LinkedIn to connect with colleagues, employees and Genesys professionals. • Customer feedback surveys will be sent to you online later…