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Genesys Voice Platform

Contact Center Software

Genesys Voice Platform brings Internet technologies to voice self service solutions to enhance customer experience, increase customer loyalty and stop customer frustration.
Highlights > Improve customer satisfaction with next-generation voice self service and the ability to seamlessly blend self service with agentassisted service

Overview
Genesys Voice Platform is an advanced software only product that brings Internet technologies to the world of voice, thus enabling new and powerful voice self service applications.With Genesys Voice Platform, companies can reach more customers, offer consistent, high-quality customer care, enhance caller experience and reduce the cost of customer service. Genesys Voice Platform drives new revenue streams through automation and empowers companies to conduct business interactions 24x7, transforming the phone from a simple communications device into a powerful, anywhere-anytime information access tool. Genesys Voice Platform provides a high performance call processing and media services solution for the development and deployment of next-generation voice applications for customer service, thus extending automated self service far beyond the limits of traditional Interactive Voice Response (IVR) capabilities.

> Phased migration to open IP, thus leveraging


existing TDM and IP investments

> Maximize ROI through reduced costs for


telephony,transport, and equipment that can be centrally deployed and administered

> Leverage the flexibility provided by


on premise, in-network and hybrid deployment options

Contact Center Software > Genesys Voice Platform

Features Open, IP-ready software-only platform Future-proofed application investments Infrastructure-agnostic Ability to deploy on-premise and/or in-network Media Resource Control Protocol (MRCP) adherence Single point of management and reporting Unification of voice and Web infrastructure Comprehensive, rapid application development tools

> Benefits > Interoperates with off-the-shelf hardware and supports open standards such as VoiceXML 2.0 and Session Initiation Protocol (SIP) > No rewriting of applications needed as a result of infrastructure changes > Compatible with open or proprietary implementations: TDM, IP or hybrid > Flexibility to evolve Genesys Voice Platform with changing enterprise deployment needs > Unlimited choices for adding speech technologies > Reduces resource requirements to configure and manage self and assisted service systems > Ability to generate economies of scale by repurposing Web investments for voice and breaking down silos between Web and legacy IVRs > Reduction in development costs and ability to quickly create market-ready applications

Genesys Voice Platform removes the constraints of costly legacy IVR systems and offers standards-based development, flexible deployment options, simplified integration and improved time to market for speechdirected voice applications. Genesys Voice Platform redefines how contact centers operate, expanding the way companies interact with their customers. With Genesys Voice Platform, self service resources are deployed as virtual extensions of contact center staff, enabling around-the-clock service, freeing agents from answering basic, repetitive questions and allowing them to focus on more complex interactions that require human involvement. Genesys Voice Platform collects basic call information such as originating and dialed number and customer interaction information.This information is passed to the Genesys Customer Interaction Management

Platform for intelligent customer segmentation and call routing direction. Utilizing caller information, companies can manage customer services in a more personalized, consistent and efficient manner, maximizing the productivity of contact center resources. In addition, this tightly integrated solution provides companies with the ability to segment and prioritize customer interactions according to business value, desired service level or specific needs. Voice self service applications ensure improved customer service and greatly reduce contact center costs. Genesys Voice Platform self service application examples include: Transfer funds Pay a bill Order products Schedule a pickup Check flight status

Market research firm Gartner positioned Genesys in the Leader Quadrant for IVR Systems and Enterprise Voice Portals.
Magic Quadrant for IVR Systems and Enterprise Voice Portals, 2005, B. Elliot & D. Kraus, June 2005*

According to Gartner Dataquest, Genesys continues to lead the voice portal market on a worldwide basis, with a 12.5 percent market share and a gap of 2.3 percent over the nearest vendor.
Market Share: Voice Response Systems, Worldwide 2004 (Figure 1-6) S. Cramoysan and D. Kraus, January 2006

Book a flight, indicate preferences, and obtain


seat assignment Check payment status Outbound notification Request literature, product manuals and other forms Informational announcements on company, products, etc.

Genesys Voice Platform in the Enterprise


Build your new customer front door
Genesys Voice Platform: Enterprise Edition (GVP:EE) is designed as a robust on-premise enterprise voice self service solution. GVP:EE is tightly integrated with the Genesys Customer Interaction Management Platform to provide integrated self to agent-assisted service.The capability to obtain business and/or routing rules from Genesys Customer Interaction Management Platform to determine which application to assign to a particular caller assures a tight relationship between customer treatment for routing and self service interactions. Genesys integrated solutions optimize call handling and resolution, thereby maximizing self service adoption rates. GVP:EE is uniquely positioned to deliver an integrated interaction management solution that blends self service resources with human agents and provides enterprises a consistent view of the customer. For enterprises that are not currently looking to invest in assisted service technologies, Genesys also provides IP-ready Genesys Voice Platform solutions which will enable enterprises to migrate and evolve to assisted service capabilities as their business needs require. Enterprises no longer have to invest in silos of self and assisted service technologies.

Genesys Voice Platform also supports personalization of applications that are integrated with existing Web applications to help enterprises deliver a more targeted caller experience. Personalization is also used to help up-sell or capture more share of wallet by encouraging repeat business from existing customers. Personalization examples include: A preferred bank customer who has a few Certificate of Deposits (CDs) receives a personalized message regarding a new high interest rate CD when accessing his account balance A caller who recently placed an order is presented with options for changing or tracking the order While waiting for an agent, a caller is played informational announcements that are specific to his or her buying patterns. For instance, a payper-view movie enthusiast could listen to the latest release dates of popular films.

* Magic Quadrant Disclaimer The Magic Quadrant is copyrighted 2005 by Gartner, Inc. and is reused with permission. The Magic Quadrant is a graphical representation of a marketplace at and for a specific time period. It depicts Gartner's analysis of how certain vendors measure against criteria for that marketplace, as defined by Gartner. Gartner does not endorse any vendor, product or service depicted in the Magic Quadrant, and does not advise technology users to select only those vendors placed in the "Leaders" quadrant. The Magic Quadrant is intended solely as a research tool, and is not meant to be a specific guide to action. Gartner disclaims all warranties, express or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

Contact Center Software > Genesys Voice Platform

Genesys Voice Platform for the Enterprise Highlights Open Platform Maximizes Customer Choice
Unlike ordinary IVR solutions requiring proprietary hardware that is difficult and costly to manage, Genesys Voice Platform is a software-only solution that runs on off-the-shelf hardware and software. Genesys Voice Platform is based on VoiceXML and interoperates with any voice application that is written to this open standard.

existing PBX or ACD. Genesys Voice Platform interfaces with either TDM or IP-based PBXs.

Complete Voice Processing Capabilities


Genesys Voice Platform is the only platform customers need to address all of their voice processing requirements. Genesys Voice Platform supports advanced network routing, self service, intelligent queuing and routing.

Highly Scalable
VoiceXML and other standards-based technologies such as CCXML allow for the separation of application logic from the telephony infrastructure, delivering a highly flexible, reliable and scalable solution.

Unified Voice and Web Infrastructure


Genesys Voice Platform utilizes VoiceXML to provide a unified development environment that allows businesses to repurpose Web investments for voice, including application integration code, business rules and personalization software.Voice and Web channels can share the same backend database facilitating a holistic view of the customer, regardless of how they choose to interact with the enterprise.

Comprehensive Interaction and Application-level Reporting


Genesys Voice Platform leverages the existing Genesys reporting capabilities of Contact Center Analyzer and CCPulse+ to provide historical and real-time reporting across self and assisted service.The contact center manager gets a true consolidated view of the interactions in the enterprise regardless of whether an agent is involved in the interaction. In addition, Genesys Voice Platform comes with its own standalone application reporting tool, the Voice Application Reporter, which offers Web-based reporting of specific call patterns, including detailed information by application and time of day summaries.

Flexible Architecture
Genesys Voice Platform supports in front of or behind the PBX configurations.When configured in front of the PBX, self service is handled before calls land on the PBX or ACD, reducing port investment on the PBX or ACD and expensive carrier charges for advanced features. A behind the PBX configuration is optimal for enterprises that are looking for a plug and play solution that requires minimal changes to their

The Genesys Voice Platform is a core product to the whole 1-800-FLOWERS.COM environment. Sitting in the center for a business that takes in excess of 200,000 calls a day, you can well understand how important this has become.
Ira Sheinwald, VP Infrastructure Services, 1-800-FLOWERS.COM

Genesys Voice Platform is great for the entire contact center because it supports so many of today's required applications such as voice callback, CTI and Web integration. But most importantly, the development environment is easy to use and very user friendly and intuitive.
Harkishin Nachnani, CTI/IVR Architect, Spherix

Voice Application Reporter empowers the contact center manager with a view on how callers are using self service applications and thus, provides the information necessary to adapt and modify self service applications to evolving customer needs.

Centralized Management
Genesys Voice Platform offers flexible deployment options, including single or multi-site deployments. All components are configured and managed through a single OA&M environment, reducing overall operations, maintenance and training costs.

Resource Control Protocol (MRCP) standard. Callers can use their voice to access information and conduct transactions in an intuitive manner, without having to navigate through extensive menu trees. More calls are completed in self service by virtue of speech recognition and contact centers benefit from reduced costs and better agent utilization.

Genesys Voice Platform in the Network


Proven ability to scale to thousands of ports in a distributed fault-tolerant architecture
Genesys Voice Platform: Network Edition (GVP:NE) is offered for service providers interested in leveraging the capabilities of Genesys Voice Platform as an innetwork solution, or large, multi-site enterprises with plans to deploy a large number of ports. GVP:NE provides all of the capabilities available in the enterprise solution with added functionality, enabling multitenancy of applications within a managed service network or an enterprise. For service providers, GVP:NE provides an enhanced communications platform that enables internal, consumer and business services on a commonly managed voice infrastructure. Service providers can realize incremental revenue by providing enhanced services, such as hosted IVR, speech-enabled self service and integrated contact center solutions. Moreover, service providers can deliver voiceactivated dialers, enhanced toll free services and mobility applications that provide voice access to e-mail, online calendars and address books.

Bridge to Next Generation Networks


Genesys Voice Platform provides a seamless migration path for enterprises moving from a circuit-switched to a Voice over Internet Protocol (VoIP) converged network. Migration from TDM to TDM/IP or IP alone is possible in a phased manner, leveraging existing TDM and IP investments. In addition, Genesys Voice Platform solutions support a long-term strategy for migration to IP as they can co-exist with any IPcompliant solution for the contact center and across the enterprise. Genesys integrated IP products continue to support backend services to the traditional TDM switch but will also help customers transition to the emerging VoIP world, where other media services will co-reside with voice, cable, DSL,WANS and the Web.

Integrated Speech Technologies


Genesys Voice Platform interfaces to leading speech recognition engines following the Media

Contact Center Software > Genesys Voice Platform

Genesys Voice Platform in the Network Highlights Proven, Carrier Grade Platform
Genesys Voice Platform: Network Edition is in production at major carriers and large enterprises globally with thousands of ports carrying live revenuegenerating minutes.

Protocol) for call signaling and media processing provides a seamless migration for carriers moving from a circuit-switched to converged networks.

Carrier-grade Reliability
Fault-tolerant distributed architecture eliminates any single point of failure.

Optimized Network Utilization Carrier Grade Management


The Voice Web Manager (VWM) in Genesys Voice Platform: Network Edition controls all voice application technologies, including VoiceXML gateways,TDM calls,VoIP applications, speech engines, text-to-speech resources, billing, reporting, call routing, policy and bandwidth management.VWM is a multi-tenant, hierarchical management system that includes the Voice Application Provisioning System (VAPS), a network-based LDAP directory that stores all customer, application and server provisioning files. Platform capacity is maximized by virtualization of ports i.e. any port can be used for any application or customer.

Enterprise Application and Data Control


Enterprises can outsource the telephony infrastructure while retaining complete control over applications and business data.

Distributed, Scalable Web Services Architecture


All components fully leverage and integrate with Web infrastructure allowing for Internet-level scalability and distributed fault-tolerance using proven Web technologies and protocols such as HTTP, HTML, IP-VPNs, IP multi-homing, layer 4 switching and cache engines.

Lower Operational Costs


One enhanced voice services platform for multiple applications reduces capital spending, operational costs, and accelerates time to market. Standard hardware reduces maintenance costs.

Intelligent Network Integration


An open HTTP/XML-based interface is available to approved systems integrators that enable an SCP (Service Control Point) to control the platform and allow the platform to complete call transfers via SCP to avoid tromboning in the network.

Simplified Deployment of Next Generation Solutions


Support for VoIP using industry standard SIP (Session Initiation Protocol) and RTP (Real-Time Transport

Our IVR has lifted us up to forty-eight percent utilization from twenty, two years ago. Our calls have gone down, were averaging about four calls now per customer per year, which is down from six. If I had to pick one thing out thats the best thing we've done and it would be our speech enablement.
Debby Kane, Project Manager, TECO Energy

With Genesys Workforce Management, weve got much more flexibility and visibility now, in terms of managing agents. Weve been able to drastically reduce the number of shifts and can now give a four-week shift pattern in advance to staff, so they can plan their work schedule and their private lives much more accurately.
Jeff Swanson, Chief Technical Office, beCogent

Genesys Voice Platform Components


The Genesys Voice Platform includes four primary software components: Voice Communications Server Voice Portal Manager Genesys Studio (use optional) Voice Application Reporter (use optional)

can co-reside on the Voice Communications Server or reside on a separate host server.The latter is recommended when multiple Voice Communications Servers are deployed in the network. In the GVP:NE, this component is known as the Voice Web Manager which has additional functionality enabling multitenancy of customers and applications on the same platform.

Voice Communications Server


The Voice Communications Server terminates incoming calls, delivers VoiceXML scripts and transfers callers to the appropriate contact center resource.The Voice Communications Server also integrates with best-of-breed speech recognition and text-to-speech technologies. Multiple Voice Communications Servers can be distributed across a multi-site contact center environment with centralized configuration and provisioning for ease of administration. In the Network Edition, the Voice Communication Server is part of the Voice Web Central Office component that terminates and processes voice calls from PSTN and IP networks.

Genesys Studio
Genesys Studio offers an intuitive Graphical User Interface (GUI) that brings the convenience of dragand drop development to a desktop PC, simplifying application creation. Developers focus on the logic of their applications while Genesys Studio creates the underlying code. New VoiceXML-based applications can be built and tested in no time.

Voice Application Reporter


Genesys Studio developed applications have the added advantage of offering application developers and operational managers a view into how callers are using the voice applications.The Voice Application Reporter server takes logging events from Studio-generated applications and stores the information for later queries though a Voice Application Reporter client. The reporting client offers pre-defined reports on the basic call information handled by the Voice Platform including details by application and call outcome.This application-specific information is available on an hourly, daily and/or weekly basis.

Voice Portal Manager


The Voice Portal Manager is a Web-based interface that is used to configure and manage Genesys Voice Platform components. A Web-based interface is used to enter and change information for the Genesys Voice Platform components.The Voice Portal Manager

Contact Center Software > Genesys Voice Platform

Genesys 7 Product Suite


The broadest suite of products-with powerful voice self service, assisted service for every communication channel, flexible integration options and management insight systems-all linked on the most open platform to deliver exceptional contact center and customer service capabilities.

Customer Interaction (Traditional Voice, Voice Over IP, E-mail, Web Chat & Other)

Inbound Voice Outbound Voice

Self Service

E-mail

Web Chat

Open Media

Customer Interaction Management Platform


Agent Desktop Expert Contact Gplus Adapters SDK Workforce Management Supervisor Desktop Info Mart

Integration

Insight

Systems Supported
CE
RTIFIED

Hardware Components Dialogic DM/V960-4T1 -96 ports Dialogic DM/V480-T1 -48 ports Dialogic DM/V1200A-4E1 -120 ports Dialogic DM/V600A-2E1 -60 ports

Carrier Interfaces AT&T 4ESS/5ESS Nortel DMS 250/500 ISDN Supported standards VoiceXML 2.1 MRCP 1.0

ISDN Supplementary Services: - Bellcore 2B Channel Transfer - Release Link Trunk (Nortel) - ETSI Explicit Call Transfer IP Gateways Alcatel 7515/5020 Cisco 5xxx Series Sonus G5X/Insignus

PL

AT F O R M

Dialogic DM/V240JCT, Dialogic DMV/A240 -24 ports PBX and ACD interfaces Alcatel A4400 Avaya S8700 Siemens Nortel Aspect Ericsson NEC Line side T1 and EI

CCXML 1.0 - (Limited support) TXML for advanced call control TCP/IP H.323 SNMP SRGS SIP HTTP SSML ISDN

Options

HA Redundancy, High Availability Application Interface Modules for Speech Recognition and/or Text-to-Speech Cisco CTI Integration Module

Corporate Headquarters Genesys 2001 Junipero Serra Blvd. Daly City, CA 94014
AN ALCATEL COMPANY

Tel: Fax: E-mail: Web:

+1 650 466 1100 +1 650 466 1260 info@genesyslab.com www.genesyslab.com

EMEA Headquarters Mulberry Business Park Fishponds Road Wokingham, Berkshire RG21 4GY Tel: +44 118 974 7000

APAC Headquarters Level 14, 80 Mount Street North Sydney NSW 2060 Tel: +61 2 9463 8500

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