1. 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!

2. 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.

3. 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.

4. 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.

5. 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

6. 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… and @Genesyslab Follow G-Force and Genesys on Twitter at #GforceEMEA… and @Genesyslab for the latest news and updates!

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