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

Slides:

Advertisements

Similar presentations

Fifth Edition 1 M a n a g e m e n t I n f o r m a t i o n S y s t e m s M a n a g I n g I n f o r m a t i o n T e c h n o l o g y i n t h e E – B u s i.

Advertisements

The IT Association for Telecommunications. SHARING KNOWLEDGE IS OUR STRENGTH ETIS is a membership based organisation which brings together the major telecommunications.

Thought Leadership Portals: Drive for Transparency NAW Large Company Technology Networking Conference June 17, 2008 NAW Large Company Technology Networking.

A customer case study with Eddie Moyce, Chief Customer Experience Management Officer, MTN Eddie's role is to ensure that the operator provides best-in-class.

All Rights Reserved © Alcatel-Lucent 2010 Jean-François Rey – Alcatel-Lucent offer manager October 2010 Leverage SIP for a smooth transformation plan to.

Copyright © 2012, Oracle and/or its affiliates. All rights reserved. 1 Quick Reference Card: Oracle RightNow Product Portfolio Elevator Pitch Trends Impacting.

Cisco Confidential 1 © 2010 Cisco and/or its affiliates. All rights reserved. Customer Overview Aligning Technology evolution to Strategic Business Imperatives.

V i s i o n ACCOMPLISHED ™ Portfolio Management Breakthroughs Shelley Gaddie President Project Corps Pacific Northwest Portfolio Management Roundtable.

Idea management Creative Edge 2011

Eleventh Edition 1 Introduction to Information Systems Essentials for the Internetworked E-Business Enterprise Irwin/McGraw-Hill Copyright © 2002, The.

Step up your competitiveness Focus on innovative solutions Look at growth; not on short term lossesUnderstand the underlying dynamics of the marketplace…..

Speech Analytics Market Analysis, Market Size, Analysis 2014 To 2020 Grand View Research has announced the addition of " Global Speech Analytics Market.

Symantec Vision and Strategy for the Information-Centric Enterprise Muhamed Bavçiç Senior Technology Consultant SEE.

© 2007 IBM Corporation © 2009 IBM Corporation 1 Tran Viet Huan, PhD CTO, IBM Vietnam IBM Research Global Technology Outlook.

Hosted by Achieving Best Business Performance Mark R. Willford, Partner Accenture.

The network powers customer service Service Provider G-FORCE 2012 Barcelona Heinrich Welter, Senior Director Strategic

Panel discussion #ServProvSummit #ServProvSummit to provide live feed-backs!

The Future Communication Services Provider

1 | © 2011 Oracle Corporation – Proprietary and Confidential.

Keynote Address Jeff Torczon, CEO. Welcome  Welcome to the first annual Infinity Software User Conference  Thank you to our attendees and organizers.

© 2009 VMware Inc. All rights reserved Confidential VMware: An Overview Pat Gelsinger, CEO.

IMA CIM Overview. IMA Mission “Provide a knowledge-sharing platform for business professionals where proven Internet.

Jordan ICT Forum 2006 Information Technology Association Jordan.

Amdocs Services Reach New Heights of Success

Delivering an Architecture for the Social Enterprise Alpesh Doshi, Fintricity Information Age Social&Mobile Business Conference Tuesday 31st January 2012.

© 2006 Cisco Systems, Inc. All rights reserved.Cisco ConfidentialPresentation_ID 1.

1. 2 IT innovations in specialized areas where competitors will have difficulty copying Excellence in design of processes and activities and how they.

Introduction Challenges of Managing in a Network Economy.

AN INVITATION TO LEAD: United Way Partnerships Discussion of a New Way to Work Together. October 2012.

Irwin/McGraw-Hill Copyright © 2001, The McGraw-Hill Companies, Inc. All rights reserved. I n t r o d u c t i o n t o I n f o r m a t i o n S y s t e m.

Delivering Value Through Insights Genesys Product Management Deep Dive into Insights and Advisor Teddy Rusli, Sue Harkreader, and Craig Covington G-Force.

1 Copyright © 2007 Accenture All Rights Reserved. About CIS Co-op Insurance Services (CIS)—a subdivision of the Co-Op Group—provides a full range of life,

Summary of the U.S. Task Force on United Way’s Economic Model & Growth.

Joseph Kurian CEO, 249Labs Building a Marketing Technology Organization.

Presentation to: 36 Mortimer Street London W1W 7RG th February 2003.

Copyright 2008 IDC. Reproduction is forbidden unless authorized. All rights reserved. Leveraging Business Intelligence For Competitive Advantage Competing.

Gaining Insight into New Markets: How to use Social Media for Market Research ProductCamp Ottawa November 2 nd 2013.

DisruptionDisruption Empower frontline staff, expand self care capabilities and provide consistency across channels. Design and execute new campaigns.

Copyright © 2005, SAS Institute Inc. All rights reserved. A Holistic Approach to Customer Lifecycle Management Name: Ken King Title: Industry Strategist.

Copying distribution or use of the contents of this document is prohibited without written authorization from SafeHarbor Technology Corporation. Maximizing.

BSCCo Business Strategy 2013/14: Timetable and Process Victoria Moxham.

Copyright © 2004, SAS Institute Inc. All rights reserved. SAS ® IT Intelligence Taking IT “Beyond BI ™ ” November 28, 2015.

Cloud Market Readiness Report Finance, Media, and Legal Sectors March 2014 Trend Consulting 2013.

Pioneering Business Models through Business Architecture Transformation BMT 3.0 Overview.

© 2012 Forrester Research, Inc. Reproduction Prohibited 1 © 2009 Forrester Research, Inc. Reproduction Prohibited January 25, Call in at 12:55 p.m.

1 Lotus Connections Customer Use Cases The following are stories from early customer engagements. They were created to help people understand the many.

Current Trends in Web-Enablement June The “Real-Time” Enterprise  Extending business processes and operations  To the end-user via the web 

Engaging through Twitter. Social media in the UK 2.

Government and Industry IT: one vision, one community Vice Chairs April Meeting Agenda Welcome and Introductions GAPs welcome meeting with ACT Board (John.

© Copyright 2002 Frost & Sullivan. All Rights Reserved. North American IP Contact Center Markets Industry Evolution Demands Channel- Blending Functionalities.

Strategic Transformation Plan 2006— Update Strategic Transformation 2007 Update January 30, 2008.

CIO Survey Findings Chennai CIO Klub 3 rd June 2015.

© Nous Infosystems Pvt. Ltd. – Confidential Social Engagement for Banks and Financial Services Leveraging 19 years of expertise in global software services.

Catalyst Dynamic Pricing Solutions for Data Center Digital Services.

 TECHNOLOGIA is a startup company in Bangalore in 2007 which is completely owned by emirates telecommunication corporation- ETISALAT.  It has helped.

© 2012 Geno Systems, Inc. All rights reserved. Product Management May 20, 2012 Geno WebOne Update Jared Mario.

Lead Gen and Mobile: Adapting to the Changing Needs of Marketers and Audience Rob Keenan VP of Online Media.

© Copyright 2004 Frost & Sullivan. All Rights Reserved. World Outbound Dialing Market Software-based Outbound Dialing Systems Are Gaining Significant Momentum.

1 June 9 th, WARD ICT Mobile Summit W D 4 WP1 - BIRD Business Innovation, Regulation and Dissemination Luis M. Correia, IST-TUL, PT Klaus.

Unified Communications Market 2016 – 2023

© 2013 VCE Company, LLC. All rights reserved. Nigel Moulton : Office of the CTO EMEA Focus on Business not infrastructure.

Big Data in IT industry: Outlook, Challenges, and Business Benefits To buy this Report Visit

Delve Analytics ! Office Summit /1/2018 2:18 PM

Nicole Steen-Dutton, ClickDimensions

Advanced IoT Mobile App Development Company

Digital Transformation Asia 2018 – CALL FOR SPEAKERS

Employee engagement Delivery guide

Computer Services Business challenge

Computer Services Business challenge

Presentation transcript:

Welcome to GForce Service Providers Summit! “The network powers Customer Service” Mark Turner, Senior Vice President, Genesys EMEA #ServProvSummit #ServProvSummit to provide live feed-backs!

GForce Service Provider Summit | Sept 11 th 2012 | 2 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? © 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.

GForce Service Provider Summit | Sept 11 th 2012 | 3 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 © 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.

GForce Service Provider Summit | Sept 11 th 2012 | 4 GForce Service Provider Summit in numbers 80+ attendees from 30+ EMEA Service Providers 12 speakers from 8 leading companies © 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.

GForce Service Provider Summit | Sept 11 th 2012 | 5 Agenda highlights © 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved. StartTitleSpeakerDescription 11:00IntroductionGenesys: M. Turner 11:15EMEA market visionOvum: C. Mc CarthyC. Mc Carthy Ovum: E. KirchheimerE. Kirchheimer - Drivers for innovation and transformation - Key technology investments - Customer services trends 12:00Lunch 13:15Nextgen Customer experienceGenesys: R. McCrossan Anana: D. Tidwell New customer services driving differentiation and revenues: mobile, social, UC 13:50The network powers customer service Genesys: H. WelterBusiness impacts of network transformation: workforce virtualization, TCO reduction, multichannel conversation, hosting/SaaS. 14:20Service Providers panel discussionTelecom Italia: E. Bagnasco British Telecom: P. Akister Deutsche Telekom: E. Sutter Customer service strategies and lessons learned from leading service providers 15:00Break 15:30Platform transformationGenesys: G. CalotTechnology insight & benefits: SIP/IMS, UC&C… 16:00Ericsson application strategyEricsson: J. BohultEricsson vision and project examples 16:30Alcatel-Lucent application strategyAlcatel-Lucent: D. UseAlcatel-Lucent vision and project examples 17:00Q&A, wrap-upConclusions, feed-backs and community launch 17:30End

GForce Service Provider Summit | Sept 11 th 2012 | 6 Organization  Networking lunch: 12:00-13:15  Break: 15:00-15:30  Polls: after lunch – one per company  Survey: before you go © 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved. Tweet using handle: #ServProvSummit #ServProvSummit to comment the event! #GforceEMEA… Follow G-Force and Genesys on Twitter at #GforceEMEA… for the latest news and updates!

Enjoy the day! © 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.