1. The network powers customer service Service Provider Day @ G-FORCE 2012 Barcelona Heinrich Welter, Senior Director Strategic Sales @HeinrichGenesys

2. © 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved. 2 IP Transformation (Consumers) IP transformation has become reality for a lot of end customers Information and transaction services anywhere and anytime optimized for the used device (internet presence vs. app presence) “consumerization drives enterprise expectations” And drives behaviour change (e.g. Social buying) Text/Video chat like Facetime from mobile devices like iPhone and iPad Social Media usage across all kind of devices PC, Tablet, Smartphone, smart TVs, … Cloud Services for data storage and real-time data exchange between various personal/family devices Disruptive change of traditional service offerings (e.g. apps like myTaxi, net-a-porter, etc.)

3. © 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved. 3 IP Transformation (Enterprise) IP transformation is also taking place in enterprises Usage of new forms of operations (Hosted/SaaS) “Cloudatization generates benefits and opens new business models” IP telephony Use of new IP channels (e.g. chat, social) Leveraging of apps (the flip side of the consumerization)

4. © 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved. 4 Network Seamless Services Carrier Grade scale- ability & reliabity Required SDE & SDPs Cross supplier functio- nality Single Point of Contact for services/ devices Bridging the GAP for enterprises Only Carriers can make it happen! E.g. one carrier cloud instead of various device family/ISV dependent clouds E.g. cross country services (data plans, network access etc.) E.g. seamless connection of /transfer between interaction channels IP transformation Carriers have an important role Network The heart of the future transformation resides in the network and strengthens the role of the carriers

5. © 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved. 5 NGN Networks the benefits of IP transformation from the networks perspective The road to full IP transformation of the core networks is long and has some bumps, but huge benefits! Cost savings New services User Centricity More cost savings Mobile Services True Conversations Even more cost savings

6. © 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved. 6 NGN Networks a complex architecture – IMS – is required to achieve the goals P-CSCF I-CSCF S-CSCF MGCF MGW MRF (MS) UE (User Equipment) HSS IP Internet Othe r PLM N Othe r PLM N PSTN IMS Core Session Control Layer Transport Layer *ISC BGCF Breakout Gateway Control Function Signaling GW ISUP SS7 SIP Sr SIP SERVER Stat Server URS Reporting Framework Config Mgmt Cx Diameter Mw Mg Mr H.248/ Megaco Mi Mj TDM WEB APP SERVER HTTP/ VXML SIP +NETANN Mw ISC Presence Server Location Server Group Management Server Service/Applications Layer GENESYS CONTACT CENTER IMS AS ISC App Server with internal SCIM Sh ISC

7. © 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved. 7 NGN Networks attaching components right makes the difference in the solution

8. © 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved. 8 P-CSCF I-CSCF S-CSCF MGCF MGW MRF (MS) UE (User Equipment) HSS IP Internet Othe r PLM N Othe r PLM N PSTN IMS Core Session Control Layer Transport Layer *ISC BGCF Breakout Gateway Control Function Signaling GW ISUP SS7 SIP Sr SIP SERVER Stat Server URS Reporting Framework Config Mgmt Cx Diameter Mw Mg Mr H.248/ Megaco Mi Mj TDM WEB APP SERVER HTTP/ VXML SIP +NETANN Mw ISC Presence Server Location Server Group Management Server Service/Applications Layer GENESYS CONTACT CENTER IMS AS ISC App Server with internal SCIM Sh ISC NGN Networks As per Ovum: 50% of $16bn will be spent in Application Services Strategic Part

9. © 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved. 9 NGN Networks right connection of Application Servers drives the business case & benefits Only the Genesys Contact Center Suite can play the role of an Application Server (AS) within an IMS architecture and has proven this through live projects With the ISC connection, the Genesys Suite becomes a well integrated component to the core IMS network Various benefits can be achieved because of that: Multichannel Conversation Workforce Virtualization Flexible Service offerings – especially in combination with smartphone devices TCO reduction Next Level of Hosted/SaaS offerings IVR working as MRF

10. © 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved. 10 Benefits of Genesys within IP transformation for the end customer Multichannel Conversations Customers can start a conversation on any channel and can continue on any other channel Reply to an SMS, than Call, change to video etc. Having Genesys technology as part of the core network Every Interaction of the conversation is tracked and conversation information is provided at real-time to any new interaction of the conversation (Conversation Manager) Conversation Memory, conversation analytics and other data (e.g. Customer Effort Score) can be leveraged in real-time to drive interactions in the right way and on the right channel Interactions Across Channels Conversations Key Driver Customer Experience Internet Contact Center Mobile In Person Social- sphere Browse Agent ChatEmail iCFD Specialist Agent Check Twitter

11. © 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved. 11 Benefits of Genesys within IP transformation for the customer care organization Workforce Virtualization With the virtualization of the network, all resources attached to the network are virtually connected Enterprise hardware/ software services On premise/hosted or SaaS As private/public or mixed cloud (UC Connect enabled) Home agents have same environment/connectivity as working in the office External agents at Outsourcers are usable, stearable and reportable as own agents Agent locations can be spread across various locations – even cross countries without usage/reporting/ (speical) costs issues Mobile workers are connected like working in the office ONE multichannel conversatiion with the customer All channels, not voice only Leveraging all plattform benefits (like iWD)

12. © 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved. 12 Benefits of Genesys within IP transformation for marketing, sales and customer care Flexible service offerings for smartphones Genesys Mobile Engagement together with IP networks allows the offering of next generation flexible service offerings Customer care is contacted on a data connection with plenty of information about the customer service request The customer is still in control about the data to be delivered All device supported channels (e.g. SMS, Chat, Call, Video, Social Media, IM) are supported to handle the service request Best fit of customer demand and optimal service delivery Connect Me

13. © 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved. 13 Benefits of Genesys within IP transformation for network and IT operations TCO reduction Transformed networks and the parameter/rules based approach of Genesys Administration helps to significantly reduce costs Business can do daily changes without IT/network people Routing decision Parameter evaluations Business rules Separation layers make sure integrity/functional assurance is given at all times Various GUIs/deployment processes Service Delivery Environment (SDE) Request Design Review Imple- ment Test Deploy Operate Configure Test

14. © 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved. 14 Benefits of Genesys within IP transformation for sales and value added services + associated operation & billing Hosted/SaaS offerings The Genesys suite connected to an NGN/IP network is ideal for Hosted/SaaS offerings For Hosted services: Complete separation of platform operations (done by the carrier) and configuration (done by customer) Full multichannel assisted and self services And in addition for SaaS services: Seamless network integration makes SaaS platform useable like on premise platform Full channel integration (phone, video etc.) Detailed reporting Billing

15. © 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved. 15 Benefits of Genesys within IP transformation for operations saving Genesys IVR operates in NGN/IP networks also as MRF IT IVR services and network IVR services can reside on the same platform and share resources (e.g. ASR/TTS, Service Development and Delivery) All type of IVR services can be delivered from one platform Announcements DTMF Simple speech NLU NGN integrated and enhanced versions of traditional services can be rendered from one network component Call Completion Services (e.g. wrong number, out of service etc.) Feature Server functions (e.g. call forward, voicemail etc.) Mixed channel usages (e.g. social media status on voicemail, SMS notification for any type of call, enhanced availability messages).

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