1. 2010 Enterprise Objectives T. Burns – P. Segre – S. Stopka February, 2010

2. Business Acquisition Management GROUP Note: Enterprise 2010 accountability group 2010 Enterprise Organization Key Process & APPLICATION & SW GROUP DATA & SECURITY PLC Management ENTERPRISE MARKET GROUP Business Execution Management OPERATIONS

3. 2010 ASG Goals Vickie Owens-Rinn February, 2010

4. On time

5. NEW NEW Quality Genesys data available in April

6. NEW NEW Efficiency

7. NEW Innovation

8. 2010 EMG Business and Field Operations John Leonard February, 2010

9. 2010 Objectives (1/3) • Support delivery of 2010 Financial plan • Align resources and skills to execute on regional revenue targets • Drive services business growth that complements our partners (maintenance & PS) • Support new Global Account transformation program (pre-sales, support and delivery) Position for Long Term Financial Success (Quality of Revenue/Mix) • Grow strategic solutions (2x): SIP, Performance Management, iWD, SaaS, etc. • Focus on definitional wins in selected verticals and Global Accounts • Leverage business consulting practice to drive price premium and C-Level mindshare through consultative business transformation selling • Align skills and resources with market segment, strategic solution, and partner priorities • Drive Operational Efficiency • OPEX reduction - Q4 ’09 run rate x > 5% cost improvement • Drive convergence and efficiency in Global Practices, Tools, Business Processes and Knowledge Management systems (need to align on priorities with regions and finance) • Tight management of discretionary expenses

10. 2010 Objectives (2/3) • Optimize go to market • Enable partners, sales teams and services resources that can drive: • cross and up selling of the combined voice, data, Genesys proposition • growth of our “ramping” strategic solutions • Enable Telco's and selective partners as providers of Hosted/SaaS and MCS solutions • Enable strategic partners (HP, TCS, Accenture) Deliver great quality • Strong execution on NPI and proof of concepts/trials and reference deals • Develop and execute improvement plan for 2009 customer sat CLI and NPS scores • Evolve our capability to deliver mission critical solution for enterprise, carriers and hosted deployments • Substantially improve quality & customer satisfaction in troubled products & customers • Scale Proactive Maintenance vs. Break/Fix support model

11. 2010 Objectives (3/3) • Establish Open, Collaborative & Winning Culture • Cultivate an environment that rewards risk taking and innovation that will lead to operational efficiency, growth and customer satisfaction • Empower our people by providing clear direction and setting expectation instead of “management by KPI’s” • Cultivate an environment of passion to win and “outside-in” focus • Act with a sense of urgency and change the status-quo • Develop the organizational capabilities that are most critical to our success

12. 2010 eOperationsIdentity CardOur Strategy to Succeed Stan Stopka February, 2010

13. eOperations Objectives ’10 AIP