Panel discussion #ServProvSummit to provide live feed-backs! Mr. Emmanuel Sutter Head of Marketing for Value Added Solutions at Deutsche Telekom Product development and marketing Cloud-based contact center, conferencing & collaboration and business numbers 17 years experience in strategy, innovation, marketing, product management and development Contact Center as a Service • Cloud-based contact and customer interaction centers • From 10 to over 1,000 agents • Multimedia (voice, mail, web, mobile) • Flexible pay-per-use • Quick time to market • Sales and marketing partnership w/ Genesys 2 © 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved. Mr. Paul Akister Director of Contact Centres at British Telecom Responsible for end to end Contact Centre technology High focus on efficiency and costs control 15 years experience in design, integration and operations Retail • 200k plus interactions per day – voice, email, chat, web & WFM • 15k advisors – 3,4k offshore, 45 sites Genesys: Inbound, Outbound, WFM, MIS Harrier • 30k voice, 5k email,12k OpenMedia interactions per day • 12k advisors – 80+ sites Genesys: SIP virtualization & consolidation, Inbound, Outbound, WFM & IWD 3 © 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved. Mr. Enrico Bagnasco Head of Wireline Networks at Telecom Italia Innovation, design and engineering of the wireline network & service platforms Core control, multimedia services, customer services, home networking, fixed lines terminals, broadband access High focus on end-to-end service levels for operations Experience: design and engineering Telecom Italia Contact Center •1m interactions per day – voice, mail, SMS •5,5m self-care interactions per day •22k agents – 6k outsourcers, 100 sites •50m customer lines Genesys: SIP/IMS consolidation Hosted Contact Center •Customer: DHL Italy •1,000 advisors – 4 sites plus 2 outsourcers Genesys: Hosted IMS 4 © 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved. Telecom Italia IP Contact Center In the Telecom Italia Solution Genesys Sip Server (G-AS) is one of the “network applications” Framework Genesys 8.1 ASCC OSP G-AS Service Layer SSW HSS Control Layer Innovative architecture based on G-AS to eliminate all the hardware on premises: ACD, CTI link Flexible managing of Outsourcers and CC Agents CSCF Enablement of Hosted Contact Center services. First Client: DHL Advisors 5 © 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.