Welcome to GForce Service Providers Summit!“The network powers Customer Service”Mark Turner, Senior Vice President, Genesys EMEA

#ServProvSummit to provide live feed-backs!

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© 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?

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© 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

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© 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

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© 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

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© 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.