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Welcome to GForce Service Providers Summit!“The network powers Customer Service”Mark Turner, Senior Vice President, Genesys EMEA
#ServProvSummit to provide live feed-backs!
GForce Service Provider Summit | Sept 11th 2012 | 2
© 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.
What are your Customer Service TOP priorities?
Differentiate from competitors with innovative customer service use-cases based on mobile or social channels?Raise your customer’s loyalty by delivering a low effort multichannel conversation experience?Generate new revenue streams from enterprise cloud applications in order to better compete with Over The Top players?Enhance customer experience and workforce efficiency by virtualizing your resources across all sites and organizations? Dramatically reduce your platform’s costs by leveraging core network infrastructure investments?
GForce Service Provider Summit | Sept 11th 2012 | 3
© 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.
The GForce Service Provider Summit is for YOU!
• Strategy: capture a vision from a leading analyst on market trends driving EMEA Service Provider’s customer service strategy
• Innovation: discover the latest innovative customer service use-cases though interactive demos
• Best practices: learn from leading EMEA Service Providers what are their strategic choices and the lessons learned from Genesys implementations
• Technology: get an insight from Genesys and his technology partners on the latest solutions enabling NextGen customer services
• Community: join a community of experts and decision makers focused on Service Provider needs and challenges
GForce Service Provider Summit | Sept 11th 2012 | 4
© 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.
GForce Service Provider Summit in numbers
80+ attendees from 30+ EMEA Service Providers12 speakers from 8 leading companies
GForce Service Provider Summit | Sept 11th 2012 | 5
© 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.
Agenda highlightsStart Title Speaker Description
11:00 Introduction Genesys: M. Turner
11:15 EMEA market vision Ovum: C. Mc CarthyOvum: E. Kirchheimer
- Drivers for innovation and transformation- Key technology investments- Customer services trends
12:00 Lunch
13:15 Nextgen Customer experience Genesys: R. McCrossanAnana: D. Tidwell
New customer services driving differentiation and revenues: mobile, social, UC
13:50 The network powers customer service
Genesys: H. Welter Business impacts of network transformation: workforce virtualization, TCO reduction, multichannel conversation, hosting/SaaS.
14:20 Service Providers panel discussion Telecom Italia: E. Bagnasco British Telecom: P. Akister Deutsche Telekom: E. Sutter
Customer service strategies and lessons learned from leading service providers
15:00 Break
15:30 Platform transformation Genesys: G. Calot Technology insight & benefits: SIP/IMS, UC&C…
16:00 Ericsson application strategy Ericsson: J. Bohult Ericsson vision and project examples
16:30 Alcatel-Lucent application strategy Alcatel-Lucent: D. Use Alcatel-Lucent vision and project examples
17:00 Q&A, wrap-up Conclusions, feed-backs and community launch
17:30 End
GForce Service Provider Summit | Sept 11th 2012 | 6
© 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.
Organization
Networking lunch: 12:00-13:15Break: 15:00-15:30
Polls: after lunch – one per companySurvey: before you go
Tweet using handle: #ServProvSummit to comment the event!
Follow G-Force and Genesys on Twitter at #GforceEMEA… and @Genesyslab for the latest news and updates!
Enjoy the day!
© 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.