Diapositiva 1

1
Contact Center - Genesys
Genesys Labs was founded in 1990, acquired by
Alcatel in 2000 and run as an independent
division providing CTI and contact center
functionality for Alcatel and 3rd party contact
center systems 2005 Revenues - 16.97 Billion
(trading at 12.50 per share) 1,300 Employees
Globally (57,000 with Alcatel Parent) Traditional
CTI add on to ACD systems for
Middleware Considered difficult and costly to
deploy and maintain, although they have been
known to discount the software 100 to win a
deal Typically partnered with Nortel or Avaya to
cover specific contact center feature gaps in
core ACD platforms or to provide enterprise
routing Provides Enterprise contact routing,
reporting, screen pop/CTI, conferencing/collaborat
ion, IP/SIP PBX, and IVR/Voice Portal across
SMB/Enterprise and SP markets
2
Genesys
What are they selling? Traditional Genesys
Suite Interactive Contact Solutions for
Enterprise Routing and CTI IVR Platforms
Genesys Voice Portal Telera Acquired Platform
GMK (Brazil / LATAM) Jan 06 Theatre
Acquisition Voice Genie Big Dog Portal
Voice Platform SIP Server Call management /
IP-PBX
3
Genesys
Genesys Suite Born from the ground up as a
nodal CTI application on a TDM ACD Not designed
to be fault tolerant or redundant Not all
T-Servers are available as redundant Routing
Servers must be designed to be redundant, but
work in hot-standby, calls can get lost in
fail-over ICM started top down as a network
routing engine in the carrier network
everything can be redundant and call routers work
in synchronized execution never looses a
call Not Secure its just an
application Passwords, CTI Data all sent clear
text across the network Not Network Aware No
QoS ICM is a network application fully
encrypted, QoS enabled data on the network with
selective data written to the database
4
Genesys
Genesys Suite Reporting lets go
there ccPulse desktop app vs. WebView Web-based
HTTPS reporting? Genesys Data captured by CTI,
doesnt match ACD reports ICM ONE Schema
real-time, historical open SQL
database Cradle-to-Grave reporting data included
with ICM Outbound Genesys Outbound needs 3rd
party AMD (Dialogic/TDM ACD) Agent Level
Routing Checkbox feature do they have any
references? ICM adding ARS for Avaya, Intecom and
others based on IPCC
5
Landscape - Genesys
Data center Site 1
Config Server
ConfigDB Server
Solution Control Server
Routing Stats Server-1
URS - 1
Reporting Stats Server-3
T-Server-1 (Avaya)
ccPulse Station
Reporting Stats Server-4
T-Server-2 (Avaya)
ccPulse Station
Routing Stats Server-2
URS - 2
Data center Site 2
Typical Call center Site
6
Landscape - Genesys
T-Server-1 (Avaya)

• The Genesys T-Server is a Peripheral Gateway
• The Peripheral Gateway provides a native CTI
  interface to the ACD and the Agent Desktop to
  provide 3rd party call control and CTI data
  enabled screen pop

T-Server-2 (Avaya)
StatsServer-1
StatsServer-2
7
Landscape - Genesys
RoutingStats Svr-1
URS-1
The Genesys URS Server is a Call Router.
RoutingStats Svr-2
URS-2
8
Landscape - Genesys

• Reporting
• As data is written to the Logger, it is
  replicated to Historical Database Servers to
  provide long term storage of the data
• Genesys Reporting is based off their CTI
  datawith no published/common schema nor recovery
  method for fail-over reporting
• Genesys does not offer web-based reporting or a
  shared repository of saved reports and templates,
  nor is their data stored in synchronized
  redundant databases

ReportingStats Svr-1
ccPulse
ReportingStats Svr-2
ccPulse
9
Landscape - Genesys
System Management
ConfigServer
Sol Ctl Svr
ConfigDB Svr
10
Landscape - Genesys
Reference Slide
IVR Platforms Open to 3rd parties with I-Server
(IVR T-Server) Bought Telera, now is GVP -
Service Provider IVR in the Cloud, with
proprietary TXML scripting, really a TDM IVR
where we have to drag the call back to the IVR
for treatment (no queuing) Bought GMK IVR in
Brazil (no queuing) Bought Voice Genie Voice
Portal space as the leader in the space. Open
with VXML can even use Audium Flagship to
develop and integrate web services. Has not
written, still need to drag the call to a
server-based browser (no queuing)
11
Landscape Review
In General, Genesys is
A
Easy to deploy, monitor and manage
B
A fully secure end-to-end IP enterprise solution
for contact centers
C
A turn-key out-of-the-box solutionfor routing,
reporting and CTI desktop apps
D
A Nodal-Based CTI Application that expects the
Network to provide Security and Control