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Panel discussion

Panel discussion. # ServProvSummit t o provide live feed-backs!. Mr. Emmanuel Sutter. Head of Marketing for Value Added Solutions at Deutsche Telekom Product development and marketing Cloud-based contact center, conferencing & collaboration and business numbers

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Panel discussion

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Presentation Transcript

  1. Panel discussion • #ServProvSummitto provide live feed-backs!

  2. Mr. Emmanuel Sutter • Head of Marketing for Value Added Solutions at Deutsche Telekom • Product development and marketing • Cloud-based contact center, conferencing & collaborationand business numbers • 17 years experience in strategy, innovation, marketing, product management and development • Contact Center as a Service • Cloud-based contact and customer interaction centers • From 10 to over 1,000 agents • Multimedia (voice, mail, web, mobile) • Flexible pay-per-use • Quick time to market • Sales and marketing partnership w/ Genesys

  3. Mr. Paul Akister • Director of Contact Centres at British Telecom • Responsible for end to end Contact Centre technology • High focus on efficiency and costs control • 15 years experience in design, integration and operations • Retail • 200k plus interactions per day – voice, email, chat, web & WFM • 15k advisors – 3,4k offshore, 45 sites • Genesys: Inbound, Outbound, WFM, MIS • Harrier • 30k voice, 5k email,12k OpenMedia interactions per day • 12k advisors – 80+ sites • Genesys: SIP virtualization & consolidation, Inbound, Outbound, WFM & IWD

  4. Mr. Enrico Bagnasco Head of Wireline Networks at Telecom Italia • Innovation, design and engineering of the wireline network & service platforms • Core control, multimedia services, customer services, home networking, fixed lines terminals, broadband access • High focus on end-to-end service levels for operations • Experience: design and engineering • Telecom Italia Contact Center • 1m interactions per day – voice, mail, SMS • 5,5m self-care interactions per day • 22k agents – 6k outsourcers, 100 sites • 50m customerlines • Genesys: SIP/IMS consolidation • Hosted Contact Center • Customer: DHL Italy • 1,000 advisors – 4 sites plus 2 outsourcers • Genesys: Hosted IMS

  5. Telecom Italia IP Contact Center In the Telecom Italia Solution Genesys Sip Server (G-AS) is one of the “network applications” Framework Genesys 8.1 • Innovative architecture based on G-AS to eliminate all the hardware on premises: ACD, CTI link • Flexible managing of Outsourcers and CC Agents • Enablement of Hosted Contact Center services. First Client: DHL ASCC OSP G-AS Service Layer SSW HSS CSCF Control Layer Advisors

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