Presentation Transcript

1. Genesys SIP EcosystemAccelerate and Enrich Your Customer Service DeploymentMarch, 20113/9- v0.3

   Charles Lee Sr. Product Marketing Manager Richard Barton Director, Product Management Bill Mitchell Product Line Manager
2. Agenda Genesys SIP Genesys SIP Ecosystem Open SIP SIP Select Resources Q&A
3. Genesys SIP
4. Contact Centers have been going through waves of evolution . . .
5. Virtualization Beyond the Contact Center Cloud/Hosting Genesys SIP – Leading the Contact Center Evolution Open & Flexible Smooth migration Infrastructure choice Cost Savings No PBX Avoid rip-and-replace Genesys SIP
6. Genesys SIP - Extending the Contact Center Agent @ CC Expert @ Office Sales @ Branch Contacts Across the Enterprise Genesys SIP Staff @ Home
7. Genesys SIP – Open and Standards-Based Application Abstract from Infrastructure SIP Eco-System
8. Genesys SIP Enables Rich Customer Service Applications Genesys SIP Outbound Flash Contact Recording and Mgmt UC Connect SIP Endpoint Inbound Voice Portal (GVP) Video Contact Center
9. Genesys SIP Opens New Opportunities Genesys SIP
10. Genesys SIP Ecosystem Open and Standards-Based
11. CIO - Difficult Choices CIOs typically face only two choices when deploying a solution: Single point-of-contact Out-of-the-box interop But… No where to turn if needs aren’t addressed Higher costs from lock-in Many choices Avoid vendor lock-in But… Multiple vendors to manage Interop challenges Combines the best from each… …while addressing the challenges
12. Genesys SIP Ecosystem Genesys Open SIP Genesys SIP Select
13. Genesys Open SIP Genesys program for validation of SIP applications & devices with Genesys SIP Server Unprecedented choice of validated interoperability Over 70 certified applications & devices from more than 30 vendors Provides flexibility to leverage the infrastructure of your choice with Genesys SIP Server Full Genesys tech support Genesys Open SIP Genesys SIP Select
14. Genesys Open SIP – Rich Interop… Continuing to Grow Open SIP Interoperability is fully documented and updated in the Genesys Supported Media Interface (SMI) Guide 14 | Genesys SIP Ecosystem| Month 2011
15. Genesys SIP Select SIP Select represents best-in-class applications and devices which form a reference architecture All the benefits of Open SIP, plus more! Broader interop testing - additional scenarios Deployment guidelines are provided Proactive testing of the latest software releases Collaborative tech support by Genesys & partners Assure smooth deployment and eliminate much of the implementation pain Genesys Open SIP Genesys SIP Select
16. Genesys SIP Select Reference Architecture PSTN AudioCodes Mediant 1000/2000 Genesys Call Recording & Quality Management Genesys SIP Server SIP Hard Phones SIP Soft Phones Alcatel-Lucent IP Touch 4008/4018 Polycom SoundPoint IP 335 Genesys SIP Endpoint SDK Genesys Interaction Workspace with SIP Endpoint CounterPath Bria 16
17. What SIP Select Means to You Target Customers Greenfields SMB Enterprise without vendor preference No technical resource needed to evaluate interop Save cost and time in evaluation & implementation Smooth deployment with proven solution set Strong technical support from Genesys and partners
18. SIP Select Products Open and Standards-Based
19. SIP Select GatewaysAudioCodes Mediant 1000 and Mediant 2000 Mediant 2000 Mediant 1000 Certified with Genesys SIP Server 7.5, 7.6 & 8.0 Proven track record - deployed by many Genesys SIP customers Mediant 1000: Up to 4 T1/E1, or mix of digital/analog ports Mediant 2000: Up to 16 T1/E1, NEBS level 3 option Call Progress Detection for Genesys Outbound calls Gateways grow via modular additions Mediant 1000 available with Enterprise SBC and Stand Alone Survivability functionality (validation in progress!) http://www.audiocodes.com/products/mediant-1000 http://www.audiocodes.com/products/mediant-2000
20. SIP Select Hard PhoneAlcatel-Lucent IP Touch 4008/4018 SIP Phones Certified with Genesys SIP Server v8.0 Key Features Support for 1PCC and 3PCC Provisioning through TFTP, HTTP, HTTPS Headset support - Plantronics, Jabra (GN Netcom),Sennheiser Cost effective TLS and SRTP (Q2/2011) 4018 includes 2-port 10/100 Ethernet switch Proactive certification with future SIP Server releases http://enterprise.alcatel-lucent.com/?product=8SeriesIPTouchPhone&page=overview
21. SIP Select Hard PhonePolycom SoundPoint IP 335 Certified with Genesys SIP Server 8.0 (Polycom v3.2 firmware) Business class IP desktop handset 2-line LCD display Integrated POE Support (IEEE 802.3af) 2-port 10/100 Ethernet switch Dedicated RJ-9 Headset port 15 dedicated hard keys, 3 context-sensitive soft keys Proven track record with Genesys SIP Server Proactive certification with new SIP Server releases More Information at: http://www.polycom.com/products/voice/desktop_solutions/soundpoint/desk_phones/soundpoint_ip335.html
22. SIP Select Soft ClientGenesys SIP Endpoint for Interaction Workspace Certified with Genesys SIP Server v8.0 Fully integrated/embedded with Interaction Workspace Auto register/un-register upon IW login/out Full 3rd party call control (3pcc) support Microphone and headset mute+volume control Plug-in style installation Auto detection of audio devices such as headsets, microphones, and speakers Can be deployed by ClickOnce Deployment Manager Centralized configuration in Genesys Management Framework Proactive certification with new SIP Server releases http://www.genesyslab.com/products/interaction_workspace
23. SIP Select Soft ClientGenesys SIP Endpoint SDK Certified with SIP Server v8.0 Ready to embed into custom agent desktop applications Call control (answer, hold, release, transfer, conference) USB headset detection, RTP port range limit QoS bit setting DTMF tone generation, Beep tone trigger, Volume control Silence/noise control RTP packet loss/delay measurement Codec support: G711, G729b, G722.1, GSM Proactive certification with new SIP Server releases http://www.genesyslab.com/products/genesys_sdks
24. SIP Select Soft ClientCounterPathBria Bria 3 An enterprise-grade softphone application Certified with Genesys SIP Server v8.0 Key Features: Support for 1PCC & 3PCC Control calls from the Desktop Application using 3PCC Or Agents can directly use Bria interface to control calls Option to lock the client to run from the System Tray Avoid multiple control interfaces on the PC Auto-answer and Do-not-disturb options Optional mode to push agent presence to SIP Server Cost Effective alternative to a hard phone Voice and Video support http://www.counterpath.com/bria.html
25. SIP Select ApplicationsGenesys Call Recording & Quality Management A complete set of capabilities to effectively manage quality from interaction recording, screen capture, agent evaluation as well as live monitoring An accurate evaluation of employees thanks to a combination of requirement-based measurement criteria and ability to monitor performance Expanded ability to analyze those evaluations with rich reporting & graphs that include quality metrics vs outcomes Improved employee performance resulting from more accurate identification of training and coaching needs Note: available as two separate sellable items: Genesys Call Recording Genesys Quality Management (includes Call Recording) Note: Active Call Recording capability due Q3/2011 http://www.genesyslab.com/products/genesys_Quality_Management
26. Summary Genesys SIP with broad customer base just gets easier to evaluate and deploy Genesys Open SIP  Rich flexibility to meet specific business needs w SIP standards-based interop Genesys SIP Select  Best-in-Class solution with the most used and deployed devices from customer deployments around the world Genesys Open SIP Genesys SIP Select Faster Deployment Easier Integration Freedom of Choice
27. Resources
28. SIP Ecosystem Web Page http://www.genesyslab.com/products/SIP_contact_center
29. Genesys SIP – Resources Public web site  whitepapers, datasheet, brochure, flash video http://www.genesyslab.com/products/SIP_contact_center/resources V8 presentation slide deck https://xchange.genesyslab.com/xchange/base/Base%20library/Genesys%20SIP%20v8%20-%20Partner%20Webinar%20-v1.0.pptx Partner Trainings (IP/SIP Server-101 to -401) – https://xchange.genesyslab.com/xchange/base/Base%20library/Forms/gsa.aspx Technical Documents– SIP Server Deployment Guide SIP Server Integration Guide SIP Server HA Guide SIP Server 8.0 Interop Guide SIP Server IMS 8.0 Interop Guide Genesys Supported Operating Environment Manual Whitepapers on F5 Big IP LTM integration, Cisco UCM integration Supported Media Interface (SMI) Guide - http://genotype.genesyslab.com/support/dl/retrieve/default.asp?item=A9CB309AF4DEB8127C5640A3C32445A7&view=item Comprehensive technical webinar series (TOI) – in 3 series: New Features, IMS, HA, etc https://xchange.genesyslab.com/xchange/base/Base%20library/SIP%20Server%208.0%20TOI%20-%20Session%201%20-%20New%20Features%20Overview.pptx http://xchange.genesyslab.com/xchange/base/Base library/SIP Server 8.0 PM TOI Session 2 - IMS-CiscoUCM-MediaServices.pptx http://xchange.genesyslab.com/xchange/base/Base library/SIP Server 8 0 PM TOI Session 3 - HA and High Reliabilty.pptx
30. Genesys SIP EcosystemTeam Charles Lee – Product Marketing charles.lee@genesyslab.com (O): +1 650-466-1327 Richard Barton – Product Management richard.barton@genesyslab.com (O): +1 650-466-5358 Bill Mitchell – Product Management bill.mitchell@genesyslab.com (O): +1 650-466-1438
31. Question?
32. Thank You!