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

2. © 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved. 2  Contact Center as a Service Cloud-based contact and customer interaction centers From 10 to over 1,000 agents Multimedia (voice, mail, web, mobile) Flexible pay-per-use Quick time to market Sales and marketing partnership w/ Genesys Mr. Emmanuel Sutter Head of Marketing for Value Added Solutions at Deutsche Telekom  Product development and marketing  Cloud-based contact center, conferencing & collaboration and business numbers  17 years experience in strategy, innovation, marketing, product management and development Head of Marketing for Value Added Solutions at Deutsche Telekom  Product development and marketing  Cloud-based contact center, conferencing & collaboration and business numbers  17 years experience in strategy, innovation, marketing, product management and development

3. © 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved. 3  Retail 200k plus interactions per day – voice, email, chat, web & WFM 15k advisors – 3,4k offshore, 45 sites  Genesys: Inbound, Outbound, WFM, MIS  Harrier 30k voice, 5k email,12k OpenMedia interactions per day 12k advisors – 80+ sites  Genesys: SIP virtualization & consolidation, Inbound, Outbound, WFM & IWD Mr. Paul Akister Director of Contact Centres at British Telecom  Responsible for end to end Contact Centre technology  High focus on efficiency and costs control  15 years experience in design, integration and operations Director of Contact Centres at British Telecom  Responsible for end to end Contact Centre technology  High focus on efficiency and costs control  15 years experience in design, integration and operations

4. © 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved. 4  Telecom Italia Contact Center 1m interactions per day – voice, mail, SMS 5,5m self-care interactions per day 22k agents – 6k outsourcers, 100 sites 50m customer lines  Genesys: SIP/IMS consolidation  Hosted Contact Center Customer: DHL Italy 1,000 advisors – 4 sites plus 2 outsourcers  Genesys: Hosted IMS Mr. Enrico Bagnasco Head of Wireline Networks at Telecom Italia  Innovation, design and engineering of the wireline network & service platforms  Core control, multimedia services, customer services, home networking, fixed lines terminals, broadband access  High focus on end-to-end service levels for operations  Experience: design and engineering Head of Wireline Networks at Telecom Italia  Innovation, design and engineering of the wireline network & service platforms  Core control, multimedia services, customer services, home networking, fixed lines terminals, broadband access  High focus on end-to-end service levels for operations  Experience: design and engineering

5. © 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved. 5 OSP ASCC G-AS Service Layer SSW CSCF HSS Control Layer Advisors Framework Genesys 8.1 Telecom Italia IP Contact Center  Innovative architecture based on G-AS to eliminate all the hardware on premises: ACD, CTI link  Flexible managing of Outsourcers and CC Agents  Enablement of Hosted Contact Center services. First Client: DHL In the Telecom Italia Solution Genesys Sip Server (G-AS) is one of the “network applications”