Changes Within Contact Center Analyzer: Introduction to Crystal Reports and Review of Hyperion End-Of-Life (EOL) Jeff Woodland and Teddy Rusli with contributions from Sue Harkreader and Mike Spike May 17, 2012

Presentation Title | Month 2012 | 2 AGENDA Changes to Contact Center Analyzer Introduction to Crystal Reports Managing conversations with users of Contact Center Analyzer

Presentation Title | Month 2012 | 3 What Are We Doing? Within Contact Center Analyzer, SAP Crystal Reports is replacing Hyperion Equivalent Crystal Reports templates replace Hyperion reporting templates We are NOT announcing an EOL of Contact Center Analyzer Contact Center Analyzer continues as the entitlement historical reporting solution that is shipped with the CIM license Contact Center Analyzer Data Mart Hyperion Contact Center Analyzer Data Mart Crystal Reports Contact Center Analyzer with Hyperion Contact Center Analyzer with Crystal Reports The change is here No change here

Presentation Title | Month 2012 | 4 Why Are We Doing this? 1.Move to a better ‘Basic Reporting’ tool 2.Simplify administration, since it is the same reporting platform as Interactive Insights 3.Oracle Hyperion distribution agreement ends Aug 27, 2012, and the terms of renewal were unfavorable to Genesys and our customers

Presentation Title | Month 2012 | 5 End of Support (EOS): On Feb 7, 2014, Genesys will not take Support calls. Genesys will formally announce End of Support 6 months prior (Aug 2013). End of Maintenance (EOM): On Aug 27, 2013, Genesys will stop hot-fixes and other maintenance. Genesys will formally announce End of Maintenance 12 months prior (Aug 2012). Last Order Date (LOD): On Aug 27, 2012, a customer cannot order more Hyperion licenses / Genesys cannot legally ship Hyperion licenses. (Already announced Feb 07, 2012.) How Are We Doing This? Current Progress Feb 07, EOL of Hyperion formally announced April 20, 2012 – Crystal Reports were shipped within CIM Upcoming: Last Order Date, Maintenance and Support © 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved. End of Support Feb 7, 2014 Last Order Date Aug 27, months End of Maintenance Aug 27, months 6 months

Presentation Title | Month 2012 | 6 How to Qualify The Users Reaction to the EOL of Hyperion © 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved. Several factors influence how Contact Center Analyzer users will respond to the EOL Older deployment Recent deployment Older deployment Recent deployment Time No customization to Hyperion reports Highly customized Hyperion reports No customization to Hyperion reports Highly customized Hyperion reports The Reports Use their own reporting tool Crystal Reports! Hate Hyperion!  Oracle-only IT shop Use their own reporting tool Crystal Reports! Hate Hyperion!  Oracle-only IT shop IT Standards Want better analytics Want ad-hoc for end-users Want details Do not know our Insights solution Want better analytics Want ad-hoc for end-users Want details Do not know our Insights solution Insights Easier Harder

Part II: Introduction To Crystal Reports © 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.

Presentation Title | Month 2012 | 8 What is Crystal Reports? How is it different from Hyperion? What is Crystal Reports? Crystal Reports is a market-leading entry-level reporting solution It can be deployed from very small to massively large reporting environments. Crystal Reports users, which tend to be Report Developers, can design, develop and publish their own reports. Oracle Hyperion SAP Crystal Reports How is it different from Hyperion? Both deliver a basic reporting solution meeting standard needs. Differences are subtle. Crystal Reports is a more widely adopted solution, with a lighter administrative footprint. SAP owns Crystal Reports. Oracle owns Hyperion.

Presentation Title | Month 2012 | 9 Oracle Hyperion and SAP Crystal Reports What’s same? What’s different? Oracle Hyperion platformSAP Crystal Reports platform Oracle Hyperion Interactive Reporting Suite 11SAP BusinessObjects Enterprise XI 3.1 SP3 – Professional – Enterprise Reporting edition Design and develop reports with Interactive Reporting Studio Design and develop reports with SAP Crystal Reports 2011 Schedule and broadcast reports with HyperionSchedule and broadcast reports with BusinessObjects Enterprise Oracle Hyperion does not deliver ad hoc reporting to end users Crystal Reports does not deliver ad hoc reporting to end users (Interactive Insights does). © 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.

Presentation Title | Month 2012 | 10 Oracle Hyperion and SAP Crystal Reports What’s same? What’s different? Oracle Hyperion templates filesSAP Crystal Reports templates files Agent.bqy (contain 5 reports – daily to yearly)Agent_Daily.rpt Agent_Weekly.rpt Agent_Monthly.rpt Agent_Quarterly.rpt Agent_Yearly.rpt Agent_Comparison.bqy (contain 5 reports – daily to yearly)Agent_Comp_Daily.rpt Agent_Comp_Weekly.rpt Agent_Comp_Monthly.rpt Agent_Comp_Quarterly.rpt Agent_Comp_Yearly.rpt Place.bqy (contain 5 reports – daily to yearly)Place_Daily.rpt Place_Weekly.rpt Place_Monthly.rpt Place_Quarterly.rpt Place_Yearly.rpt Place_Comparison.bqy (contain 5 reports – daily to yearly)Place_Comp_Daily.rpt Place_Comp_Weekly.rpt Place_Comp_Monthly.rpt Place_Comp_Quarterly.rpt Place_Comp_Yearly.rpt Queue.bqy (contain 5 reports – daily to yearly)Queue_daily.rpt Queue_Weekly.rpt Queue_Monthly.rpt Queue_Quarterly.rpt Queue_Yearly.rpt © 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.

Presentation Title | Month 2012 | 11 Oracle Hyperion and SAP Crystal Reports What’s same? What’s different? Oracle Hyperion templates filesSAP Crystal Reports templates files Queue_Comparison.bqy (contain 5 reports – daily to yearly)Queue_Comp_Daily.rpt Queue_Comp_Weekly.rpt Queue_Comp_Monthly.rpt Queue_Comp_Quarterly.rpt Queue_Comp_Yearly.rpt Outbound_calling_list_daily.bqyOutbound_calling_list_daily.rpt Outbound_campaign_daily.bqyOutbound_campaign_daily.rpt Outbound_campaign_calling_list_daily.bqyOutbound_campaign_calling_list_daily.rpt Outbound_campaign_groups_status_daily.bqyOutbound_campaign_groups_status_daily.rpt Outbound_Agent.bqy (contain 5 reports – daily to yearly)Outbound_Agent_Daily.rpt Outbound_Agent_Weekly.rpt Outbound_Agent_Quarterly.rpt Outbound_Agent_Monthly.rpt Outbound_Agent_Yearly.rpt Outbound_Agent_Comparison.bqy (contain 5 reports – daily to yearly) Outbound_Agent_Comp_Daily.rpt Outbound_Agent_Comp_Weekly.rpt Outbound_Agent_Comp_Monthly.rpt Outbound_Agent_Comp_Quarterly.rpt Outbound_Agent_Comp_Yearly.rpt © 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.

Presentation Title | Month 2012 | 12 Oracle Hyperion and SAP Crystal Reports What’s same? What’s different? © 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved. The following template and module are not replicated in Crystal Reports Oracle HyperionSAP Crystal Reports Agentsandagentgroup_daily_bc.bqy This template is a duplicate of other reports Report Generation Assistant (RGA) Crystal Reports uses different technology where RGA is not applicable

Presentation Title | Month 2012 | 13 SAP Crystal Reports 2011 Report Development Tool © 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.

Presentation Title | Month 2012 | 14 SAP BusinessObjects Enterprise Crystal Reports scheduling and distribution © 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.

Presentation Title | Month 2012 | 15 Crystal Reports © 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.

Presentation Title | Month 2012 | 16 SAP Licensing Review © 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved. Today What is shipped with Genesys Interactive Insights? SAP BusinessObjects Enterprise XI 3.1 SP3 – Professional – Query, Reporting and Analysis edition What is shipped with Crystal Reports templates? SAP BusinessObjects Enterprise XI 3.1 SP3 – Professional – Enterprise Reporting edition SAP Crystal Reports 2011 In June (timed with Interactive Insights release) What is shipped with Genesys Interactive Insights? SAP BusinessObjects Enterprise XI 3.1 SP5 – Premium Edition Enables one Business Objects server for both Crystal Reports and Web Intelligence reports What is shipped with Crystal Reports templates? SAP BusinessObjects Enterprise XI 3.1 SP5 – Professional – Enterprise Reporting edition SAP Crystal Reports 2011

Presentation Title | Month 2012 | 17 Where to Learn More About Crystal Reports? Genesys employees are eligible for free online training Register for “S-ID” at Send to Teddy Rusli to request for partner number and access to partner training. © 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.

Part III: Managing the Conversation With Users of Hyperion © 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.

Presentation Title | Month 2012 | 19 Option 1: Premium Reporting Contact Center Analyzer Data Mart Crystal Reports Interactive Insights Info Mart Option 2: Basic Reporting Talking with New Greenfield Customers

Presentation Title | Month 2012 | 20 Talking with Existing Customers 1.Qualify the existing Hyperion deployment 2.Understand who you are talking to 3.Discuss the three options © 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.

Presentation Title | Month 2012 | 21 Comparing Interactive Insights & Info Mart and Contact Center Analyzer Interactive Insights & Info Mart Sold separately as a premium license Reports on detailed statistics stored in Genesys Info Mart Faster analysis for IT and end-users Interactive Insights is the platform for viewing and analyzing reports Contact Center Analyzer (CCAn) Shipped as an entitlement Reports on aggregated statistics stored in its data mart Slower analysis, & only IT power users Hyperion is the platform for viewing and analyzing reports (will be changed with Crystal Reports) Info Mart Interactive Insights Database + data components View + Manage Reports Contact Center Analyzer Data Mart Hyperion / Crystal Reports

Presentation Title | Month 2012 | 22 Talking with Existing Customers 1.Qualify the existing Hyperion deployment 2.Understand who you are talking to 3.Discuss the three options © 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.

Presentation Title | Month 2012 | 23 Option 1: Upgrade to Info Mart and Interactive Insights What: Upgrade to Genesys premium reporting and analytics solution Cost: Standard price is $900 (N America price point example) Customer Profile: Applicable to Contact Center Analyzer users Pro: View and analyze interaction details and have faster analysis for business users Cons: Must pay for Interactive Insights and Info Mart licenses Upgrade to Interactive Insights + Info Mart Interactive Insights Info Mart Contact Center Analyzer Data Mart Hyperion

Presentation Title | Month 2012 | 24 Option 2: Use Crystal Reports with Contact Center Analyzer Data Components What: Use Crystal Reports with Contact Center Analyzer Data Components. Availability: Available since April 20, 2012 Cost: No license cost. But there is a deployment/transition cost. Customer Profile: Customers who want Crystal Reports or hate Hyperion, or need to overhaul their reporting solution. Or no budget to pay for Insights. Pro: Move away from Hyperion and its EOL. Move to an easier, more widely adopted reporting solution. Keep using Contact Center Analyzer Data Mart. Cons: Must budget for converting reports (remember cost varies) Crystal Reports + Contact Center Analyzer Contact Center Analyzer Data Mart Hyperion Contact Center Analyzer Data Mart Crystal Reports

Presentation Title | Month 2012 | 25 Option 3: Add More CIM Seats, Keep Hyperion in Place What: Stay with Hyperion Availability: Only shipped until Aug 27, Support ends Feb 14, Cost: Tied to the purchase of additional CIM seats Customer Profile: Those who want to stay with Hyperion technology or cannot budget changing to Crystal Reports or move to Insights Pro: Postpone transition costs, and have Genesys Support until Feb Cons: Still on a path to a EOL dead-end. More of the same Contact Center Analyzer Data Mart Hyperion Contact Center Analyzer Data Mart Hyperion

Presentation Title | Month 2012 | 26 Three Options Overview for Existing Customers #OptionsDatesDescription 1Upgrade to Info Mart and Interactive Insights NowUpgrade to the premium solution: ad-hoc analytics, and interaction details. 2Use Crystal Reports for Contact Center Analyzer data components Available starting Q2, 2012 Keep Contact Center Analyzer data components, remove Hyperion, and apply Crystal Reports 3Buy more CIM seats, keep Hyperion use the same End of Support Feb 2014 Expand deployment size, keep using Hyperion in the exact same way as before against larger deployment, but Genesys Support end Feb 2014.

Presentation Title | Month 2012 | 27 Clarifying Licensing Potential Scenarios New Customer wants to monitor 300 agent seats… Option 1 Purchase 300 seats of Interactive Insights and Info Mart Option 2 Use the 300 seats of Crystal Reports and Contact Center Analyzer that are shipped with CIM Existing Customer has 200 existing seats and wants 300 more… Option 1 Purchase 500 seats ( ) of Interactive Insights and Info Mart Option 2 Convert Hyperion reports to Crystal Reports (including any customization), and then report on the 500 seats Option 3 Keep using Hyperion, expand monitoring agent seats to all 500, and must keep to original contract terms by not adding new data sources.

Presentation Title | Month 2012 | 28 Clarifying Support Existing Hyperion customers receive Genesys support until Feb 07, 2014 What if they expand their deployment size after Aug 28, 2012? - Existing Hyperion-using customers can expand their CIM deployment (after paying us for the CIM licenses) - But, they must keep to the original terms of use – e.g. they are restricted to using Hyperion only with the Genesys Contact Center Analyzer Data Mart - Under those assumptions, Genesys will take Support calls until Feb 07, 2014 © 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.

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Appendix © 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.

Presentation Title | Month 2012 | 31 Positioning Contact Center Analyzer and Interactive Insights and Info Mart Contact Center Analyzer provides IT users with an easy-to-use reporting tool and pre-built standard reports explaining contact center performance. For end-users who demand faster deeper analysis or want detailed answers, users must purchase Interactive Insights and Info Mart. Unlike CC Analyzer, Interactive Insights allows end-users to explore their own questions, including finding detailed answers about each interaction. Info Mart Interactive Insights Database + data components View + Manage Reports Contact Center Analyzer Data Mart Hyperion

Presentation Title | Month 2012 | 32 Other Questions What about CCPulse+? No changes Is Contact Center Analyzer going to be EOLed? There is no formal plan to EOL Contact Center Analyzer Is there a migration path possible between reports created in Hyperion to Crystal Reports? Unfortunately, there is no automatic migration path. Genesys will recreate in Crystal Reports the popular existing Hyperion reports. So, if a user has not made any customizations, then the transition to Crystal Reports will be minimized. If customization was done to a Hyperion report, then this will have to be duplicated in the new Crystal Reports.

Presentation Title | Month 2012 | 33 The Technical Specifics of Moving Forward with 7.6 and 8.x Solution Reporting 7.6 and 8.x CCPulse Reporting Configuration Wizard Contact Center Analyzer Data Mart Data Sourcer ETL Assistant Data Modeling Assistant EOL this part only Reporting templates 7.6 and 8.X ERS Reporting Templates OCS Reporting Templates Web Media Reporting Templates Reporting Templates Voice Reporting Templates Open Media Sample Templates CCAn OCS Reporting Templates CCAn ERS Reporting Templates CCAn RGA

Presentation Title | Month 2012 | 34 The Technical Specifics of Moving Forward with 8.0 Hyperion Interactive Reporting Hyperion Interactive Reporting Documentation Hyperion Interactive Reporting Windows (32 bit) 1 of 2 Hyperion Interactive Reporting Windows (32 bit) 2 of 2 Hyperion Interactive Reporting Windows (64 bit) 1 of 2 Hyperion Interactive Reporting Windows (64 bit) 2 of 2 Hyperion Interactive Reporting Sun Solaris SPARC (64 bit) 1 of 2 Hyperion Interactive Reporting Sun Solaris SPARC (64 bit) 2 of 2 Hyperion Interactive Reporting IBM AIX (64 bit) 1 of 2 Hyperion Interactive Reporting IBM AIX (64 bit) 2 of 2 Hyperion Interactive Reporting HP-UX Itanium 1 of 3 Hyperion Interactive Reporting HP-UX Itanium 2 of 3 Hyperion Interactive Reporting HP-UX Itanium 3 of 3 Hyperion Interactive Reporting Linux x86 1 of 2 Hyperion Interactive Reporting Linux x86 2 of 2 Hyperion Interactive Reporting Linux x86 (64 bit) 1 of 2 Hyperion Interactive Reporting Linux x86 (64 bit) 2 of 2 EOL all

Presentation Title | Month 2012 | 35 The Licensing Specifics of Moving Forward with 7.6 and 8.x Sellable items affected Framework to CIM Upgrade – MS Framework to CIM Upgrade – SS Genesys CIM Platform – MS Genesys CIM Platform – SS Genesys CIM Platform- MS – Lab Genesys CIM Platform- SS – Lab Proactive Contact-Voice w/CPD-Lab Proactive Contact-Voice w/Gen.CPD iWD-Back Office to CIM-SS Upgrade Genesys Express

Presentation Title | Month 2012 | 36 Interactive Insights and Contact Center Analyzer Reports How are Interactive Insights different than Contact Center Analyzer (CCAnalyzer)? They both deliver historical reports out-of-the-box CCAnalyzer is more limited Requires more total reports Delivers aggregated statistics, and only on two dimensions (e.g. time + customer type) Requires a trained power user to create the reports Interactive Insights is more powerful and flexible Delivers multiple dimensions in 1 report – e.g. 1 report shows Hour and Day stats Delivers detailed and aggregated statistics on multiple dimensions (time + customer type + service performed + …) Interactive Insights users can modify or create their own reports. Not need a power user. CCAnalyzer is included in CIM. Interactive Insights is priced separately. There is no entitlement from CCA to Interactive Insights.

Presentation Title | Month 2012 | 37 Quick Comparison Capability Interactive Insights and Info Mart Contact Center Analyzer Does data contain details?YesNo All inclusive data history?*YesNo Drill on the reports?YesPartly Easy ad-hoc report changes?YesNo Multi-channel reporting?Yes Time to set-up and install?SlowerQuicker Standard Out of the Box Reports?Yes New capabilities on the roadmap?YesNo