1. Dynamic Customer Experiences TCA Conference, April 10, 2008 Jeff Wiles - Voice Applications Solutions Genesys

2. All rights reserved © 2005, Genesys Telecommunications Laboratories, Inc. 2 Headquarters Pacific Plaza Daly City, California Genesys Today  45 locations worldwide  1,400 employees  More than 300 partners worldwide  125 million interactions managed per day  1.25 million agents enabled worldwide

3. All rights reserved © 2005, Genesys Telecommunications Laboratories, Inc. 3  Market Leader #1 Computer Telephony Integration -Greater market share than 2 next competitors combined #1 VXML Voice Portals -Gartner Leader 4 years in a row -Leader in Open IVR ports shipped 100% open software based solutions Leading Suite of Customer Interaction Management solutions  Financial stability Steady growth rate (>20% CAGR)  Industry specific solutions that deliver tangible ROI What do we do?

4. All rights reserved © 2005, Genesys Telecommunications Laboratories, Inc. 4 Who is using Genesys today? Global 5000 Leaders 20 20 of top 25 telecommunications companies use Genesys 4 4 of top 5 largest commercial banks use Genesys 7 of the largest insurance and managed care providers use Genesys 7 10 10 of top 10 automobile companies use Genesys 9 9 of the largest utilities use Genesys 1 The #1 market leader in each of 25 different industries uses Genesys...... more details >

5. All rights reserved © 2005, Genesys Telecommunications Laboratories, Inc. 5 Have question - need answer Need something done – order, change address, etc. Need something fixed Have a complaint - not happy Typical Reasons why Customers Call 0 10 20 30 40 50 60 70 65% 15% 25% 5% Source: Benchmark Portal, June 2005

6. All rights reserved © 2005, Genesys Telecommunications Laboratories, Inc. 6 Consumers Still Prefer Telephone/Voice Interactions

7. All rights reserved © 2005, Genesys Telecommunications Laboratories, Inc. 7 What people don’t like… Yankee Group 2007 12%Agent lack of knowledge about you 19%System or agent did not have previously entered info 8%Other 50%Confusing automated menus 27%Too long to answer 21%Too many rep transfers 63%Long hold times Percentage of Respondents Reason

8. All rights reserved © 2005, Genesys Telecommunications Laboratories, Inc. 8 A Day in the Life of the Contact Center T I M E T R A F F I C Push to IVRExtend CCOffer call backReduce cross selling Process email Process workflow Increase cross selling Extract from IVR Proactive callsReturn callsCross Sell-opportunity

9. All rights reserved © 2005, Genesys Telecommunications Laboratories, Inc. 9 Imagine This Caller Experience!! PSTN/IP IVR PBX Customer IVR gets caller’s account number. Caller needs to speak with Expert, so opts out. Asks for account number again. Asks caller to explain reason for call, before transferring to Expert. Asks for account number yet again. Asks caller to explain reason for call again. Agent Waiting in queue. No intelligent routing. No screen pop. Expert Placed back in queue (end of line). No intelligent routing. No voice or screen transfer.

10. All rights reserved © 2005, Genesys Telecommunications Laboratories, Inc. 10  Callers blame IVR for poor customer service  Callers opt-out early, without providing IVR the correct data for Routing or CTI screen-pop  Callers rarely give IVR a 2 nd or 3 rd chance  They quickly figure out how to opt out and once they know, they do so repeatedly Once damage is done, it’s done. Get it right the first time! If IVR is Poor: Impact on CTI & Routing

11. All rights reserved © 2005, Genesys Telecommunications Laboratories, Inc. 11  Callers still blame the IVR for poor customer service! Not contact center technology (they don ’ t know what that is)  Lack of intelligent routing decreases, Poor First Call Resolution  No screen-pop means agents spend more time re-collecting data already gathered in IVR  Erodes self-service automation rates Callers feel time spent in IVR was “wasted” and are less likely to use it in future Once damage is done, it’s done. Get it right the first time! If CTI & Routing are poor (or don’t exist): Impacts IVR

12. All rights reserved © 2005, Genesys Telecommunications Laboratories, Inc. 12 Engage Callers with Integrated Self and Agent-Assisted Service Customer Self-Service Who is the caller ? Execute specific self-service applications Sales Support Gold Customer Agent- Assisted Service Agent-assisted service based on integrated rules engine Customer Database Business rules routing

13. All rights reserved © 2005, Genesys Telecommunications Laboratories, Inc. 13 VSS $ 0.3 - 0.5/transaction Enterprise Routing $ 2 – 5/transaction Expert Contact $ 10 – 20/transaction Blending Self & Agent-Assisted Service Business Value Align services delivered with customer value & needs 1 misrouted call could equal 50+ self-service calls Expert Agent Self-Service Customers

14. All rights reserved © 2005, Genesys Telecommunications Laboratories, Inc. 14 Impact of Caller Experience on Business Source: Benchmark Portal, June 2005

15. All rights reserved © 2005, Genesys Telecommunications Laboratories, Inc. 15 Significance of Self-Service in Delivering Customer Satisfaction % of customer service executives Source: Benchmark Portal (June, 2005)

16. All rights reserved © 2005, Genesys Telecommunications Laboratories, Inc. 16 How Much Would you Prefer to Use Speech Rather than Touchtone IVR? % of consumers who have used a speech application Source: Benchmark Portal (June, 2005)

17. All rights reserved © 2005, Genesys Telecommunications Laboratories, Inc. 17 Speech Enhances Customer Experience A well-crafted speech app is like having your best CSR on duty 24/7 Speech enhances customer experience and increases consumer loyalty. 66% of consumers encounter Speech regularly. 85% of respondents said Speech is easier than DTMF. 90% feel Speech adds value. Harris Study

18. All rights reserved © 2005, Genesys Telecommunications Laboratories, Inc. 18 This Data Implies the following:  Majority of calls are for informational purposes  There are significant opportunities for speech-enabled IVR to improve caller experience and reduce costs  How an agent call is handled has a high impact in creating positive or negative company image and brand loyalty  Speech-enabled IVR is an important channel to improve caller experience and reduce costs  Using speech to gather information to assist agents allows you to get actionable data and your customers like it better!

19. All rights reserved © 2005, Genesys Telecommunications Laboratories, Inc. 19 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% 200220032004200520062007 “VXML will dominate the voice environment, due to its flexibility and eventual multimodal capabilities” “Proprietary languages will maintain some market presence in larger firms requiring programming independence” “SALT will not become widespread, despite being backed by Microsoft” (Datamonitor 05/04) Voice Programming Standards Shift Proprietary VoiceXML SALT VXML-derived multimodal G V P 5+ Years

20. All rights reserved © 2005, Genesys Telecommunications Laboratories, Inc. 20 Commitment to Standards  Certified for VXML 2.0: Recommendation (http://www.w3.org/TR/voicexml20/)http://www.w3.org/TR/voicexml20/ Candidate Recommendation (http://www.w3.org/TR/2004/PR-voicexml20- 20040203/)http://www.w3.org/TR/2004/PR-voicexml20- 20040203/  Moving forward as standards evolve CCXML Call control VXML 2.1  SIP and H.323 support for VoIP  MRCP support for ASR and TTS  VXML extensions for CTI

21. All rights reserved © 2005, Genesys Telecommunications Laboratories, Inc. 21 Back office Applications Web Application Server Genesys Voice Platform VXML “claim status” “your claim was direct deposited.. ” Claims Number HTML Next Generation Self Service Platform Convergence of Web and Speech

22. All rights reserved © 2005, Genesys Telecommunications Laboratories, Inc. 22 Communications Server(s) ACD/PBX Agents Voice Portal Manager Web Application Server Development Environment Voice Application Reporting Back Office Applications WAN PSTN/IP Genesys Voice Platform Leverage web architecture for OA&M Manage IVR Here Deploy IVR Applications Here

23. All rights reserved © 2005, Genesys Telecommunications Laboratories, Inc. 23 IVR In-front PBX/ACD Agents CS Communications Server VXML Document PBX/ACD Live Agents Genesys Voice Platform Deployment Flexibility IVR can be deployed in-front of and/or behind ACD/PBX, and/or in network Voice Portal Manager Web Application Server Development Environment Voice Application Reporting Back Office Applications WAN IVR Behind IVR In Network PSTN/IP

24. All rights reserved © 2005, Genesys Telecommunications Laboratories, Inc. 24 So, Why is all this important?  Reusability Take advantage of existing Enterprise Applications Reuse Web applications Keep existing business rules within the Enterprise Allow multiple developers to develop at one time  Open Application development To the extent that applications developed within GVP or for GVP can be reused on other VXML platforms  Existing infrastructure can be used Web based architecture allows for reuse of data network, web servers, databases and applications. Deployment, maintenance, monitoring and management can use existing web processes.

25. Dynamic Customer Experiences TCA Conference, April 10, 2008 Jeff Wiles - Voice Applications Solutions 503-645-0246 Adam Holden, Northern CA 925-558-2711 David Bellig, Government 916-772-7837