Corporate Overview

How do your customers feel

about customer service?

A woman answered my call and said her name was Rachel. She asked for my 12-digit account number. I explained there was a billing error on my account. She transferred me to an automated phone menu. I pushed seven to speak to a service representative again. A man answered my call and said his name was Michael. He asked me for my 12-digit account number

I felt frustrated, like my business wasnt important to them. 72%

of consumers have entered their account number into the phone and then been asked to repeat it.

80%

of consumers say customer service

representatives have a significant or major influence on their opinion of a company.

I called customer service to check on the status of my order. After pressing three, I was connected to a customer service representative who told me he could find no record of my order. He transferred me to three more representatives before my order information was finally found.

The company seemed inefficient and disorganized.

85%

of consumers

said they would stop using a companys product or service following a bad call center experience.

I was placed on hold for several minutes. I listened to product messages about products I had no interest in. When I was finally able to speak with a real person, he put me on hold... again.

I stopped doing business with them.

What if
the instant your customers called you knew who they were, what they needed, and agents knew just what to say so your customers felt known and understood.

Potential
This critical touch point between you and your customer is full of potential. A fully integrated call center offers you an opportunity to strengthen customer interactions, increase revenues and improve operational efficiencies across the enterprise.

What if
your gold customers went to gold agents and when an expert was needed they were routed to the right person even outside the call center.

What if
all your customer contact points; voice, e-mail and Web were managed according to your business rules, simple requests were automatically directed to self-service and you could report on all customer interactions.

We can help

The Genesys software suite delivers exceptional contact center and customer service capabilities. It runs the call center systems of today and leads the way to the open IP contact center of tomorrow.

Genesys stops customer frustration. The instant your customer calls, you see all previous interactions theyve had with your enterprise and know what they need right now. Customers are connected to the right resource the first time. This empowers your agents to know just what to say to provide highly responsive service. Calls are routed efficiently which means faster service, fewer transfers, quicker issue resolution, no more frustration.

Stop Customer Frustration

Genesys has helped the city of Houston reduce average wait time from three minutes to ten seconds.
Houston 311

Genesys drives efficiency. From disparate call centers to an integrated, virtual contact center, customers have a consistent experience and are connected to the right resource even someone outside the contact center. Convenient, self-service options expedite service while reducing handle time and service delivery costs. Genesys integrates with more leading hardware and software systems than any other vendor including IP environments. Youll realize a boost in agent productivity as Genesys helps your team better utilize downtime and avoid job burnout. Reporting provides a clear view of your operations.

Drive Contact Center Efficiency

Using Genesys weve taken out costs of 150 million pounds already in the last three years. Well take out another 80 million this year and estimate to save another 120 million over the next two years. Overall, well reduce costs in our business by close to one half a billion pounds in a six year period.
BT

Genesys accelerates business innovation. You initiate interactions based on your business agenda. You can offer predictive service, gain operational insights and capture revenue opportunities. Customers interact how and when they want: phone, e-mail, Web chat, IM and even video calls to build loyalty and delight customers. Go beyond the contact center to unify your entire enterprisebranch experts, back office, information workers. Our open architecture integrates with your existing systems CRM, databases, switches and IP environments. Accelerate and win with Genesys.

Accelerate Business Innovation

Genesys lets us work the way we want. During our peak holiday season we received about 300,000 -400,000 calls a day we had no problems even our CEO was impressed.
Virgin Mobile

Comprehensive Services
Genesys offers comprehensive services and support to ensure your success. We offer Business Consulting to strategically map the best course of action for your contact center. Our pre- and post-sale Professional Services are available to assist in implementation at all stages. Ongoing Technical Support and training at Genesys University help keep your operations running efficiently while making the most of your Genesys investment.

Global Partners
Our partners understand your business needs and expand your system functionality. Our extensive ecosystem of partners combined with Genesys, offers a robust solution to ensure your success. > Systems Integrators > Value-added Resellers > Technology Partners > Managed Services

Business Consulting

Professional Services

Technical Support

Genesys University

Healthcare
Blue Cross Blue Shield GlaxoSmithKline Kaiser Medco Healthcare WellPoint

Travel
Air Canada Lufthansa Outrigger Hotels & Resorts Travelocity United Airlines

Utilities
NiSource Nuon Belgium Oklahoma Gas & Electric PWN Tampa Electric Company

Retail
1-800-FLOWERS.COM Columbia House Hollywood Video Home Shopping Network (HSN) Sears

Customer Success
Genesys has delivered contact center software and services for over ten years and is chosen by more industry leaders than any other vendor world-wide. Over 3,000 of the worlds industry leaders trust Genesys for their contact center solutions including: > > 20 of the 25 worlds largest telecom companies 4 of the 5 worlds largest commercial banks 4 of the 15 worlds largest energy companies 4 of the 5 worlds largest insurance companies 7 of the 15 worlds largest managed healthcare organizations

Insurance
Blue Cross Blue Shield Fennia

Telecom
AT&T Wireless BT Deutsche Telekom

Financial Services Government

ABN AMRO ANZ Bank Bank of America Houston 311 Barclays National Park Service Merrill Lynch New York City 311 Australian Tax Office General Services Administration

Groupama Qwest The Hartford Telstra Swiss Life Verizon Travelers Insurance Virgin Mobile Vodafone Swiss Life Vanguard Visa

> > >

US Department of Justice US Mint States of Arizona, Colorado, Florida, Kansas, Michigan, Oregon, Texas, Virginia, Wisconsin

Can we help you?

Genesys is the worlds #1 contact center software company. Our integrated, award-winning products and quality service help you to: > Stop Customer Frustration > Drive Contact Center Efficiency > Accelerate Business Innovation For more information, visit us online at www.genesyslab.com.

To learn more about Genesys solutions, visit www.genesyslab.com

Americas Corporate Headquarters Genesys 2001 Junipero Serra Blvd. Daly City, CA 94014 USA Tel: +1 650 437 1100 +1 888 Genesys (US Toll Free) Canada Tel: +1 506 658 1080 Argentina Tel: +54 11 4341 4690 Brazil Tel: +5511 5185 8656 Mxico Tel: +5255 5284 2822 Andean Tel: +571 638 6314 Mercosur Tel: +5411 4341 4690 Europe, Middle East, Africa EMEA Headquarters Genesys House Mulberry Business Park Fishponds Road Wokingham Berkshire RG41 2GY Tel: +44 118 974 7000 The Netherlands Tel: +31 35 528 9080 Belgium Tel: +32 2 403 1228 Finland Tel: +358 400 413 435 France Tel: +33 1 41 10 17 17 Italy Tel: +39 02 61 80 91 Germany Tel: +49 89 45 12 590 Spain and Portugal Tel: +34 91 572 6721 Sweden Tel: +46 8 590 041 98 Czech Republic Tel: +420 2 2421 5224 Poland Tel: +48 502 651846 Asia Pacific APAC Headquarters Genesys Laboratories Australasia Pty Ltd Level 14, 80 Mount Street North Sydney NSW 2060 Tel: +61 2 9463 8500 Korea Tel: +82 2 565 2478 Taiwan Tel: +886 2 8780 6650 China Tel: +86 21 6288 0277 Japan Tel: +81 3 5649 6821 Singapore Tel: +65 6723 9886 India Tel: +91 124 502 8888

Genesys and the Genesys logo are registered trademarks of Genesys Telecommunications Laboratories, Inc. All other company names and logos may be registered trademarks or trademarks of their respective companies and are hereby recognized. 2006 Genesys Telecommunications Laboratories, Inc. All rights reserved.

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