Genesys Professional Services

1 Services DATASHEETYour goal is to deliver consistent, seamless, and rewarding customer experience. Coupled with the constant pressure of doing more with less, you also want to avoid delays and rework that can put deployment or migration projects at risk. Our goal is to help you realize business value from start to finish by specifically targeting operational and Best Practices to Ensure Customer SuccessMITIGATE RISKACCELERATE VALUEREALIZATIONIMPROVEADOPTION ANDPRODUCTIVITYP roject Management and PlanningGenesys Network Readiness AssessmentGenesys Testingas a ServiceHealth CheckVoice BrandingCustom Application DevelopmentIVR DriverIVR TuningSpotlightStat BridgeWorkspace Plug-insAutomatic List LoaderAgent Activity MonitorHealth CheckGenesys NotifierOperational AssessmentDedicated Professional Services ConsultantFlexible Training OptionsMitigate Risk Now and Optimize Performance Long TermYour business needs are constantly changing and so even after deployment, our optimization Services orchestrate your people, processes, and technologies to meet your business objectives.

2 You have options from our technology partners such as AudioCodes, Blackchair, Cyara, Empirix, GM Voices, and Softphone to maintain your Genesys environment s peak performance both now and in the future: Dedicated Professional Services Consultant addresses technical issues and assists your team in design, installation, training, troubleshooting and upgrades. Genesys Network Readiness Assessment eliminates deployment delays by making sure your network can handle new Genesys technology, such as SIP or new digital channels, or new lines of business. Genesys Testing as a Service or Automated CX Testing and Simulation Services provide end-to-end load and configuration testing and monitoring. Health Check analyzes operations for root causes across multiple system components related to performance, stability, and growth demands. IVR Tuning optimizes your current IVR operation, which improves customer experience and internal efficiency. Operational Assessment benchmarks your environment architecture, components, and operational processes against best practices to gain greater business value.

3 Spotlight helps you maintain accurate license inventories, strong change management processes and controls, and rollback capabilities. Voice Branding for a high quality, consistent voice for your brand via your IVR Professional Services OverviewRealize Value Faster from Your Genesys Customer Experience Platform with Genesys Professional Services Our call volume has dropped from 26,000 calls a month to around 16,000. Even more importantly, our escalation rate has dropped radically. We used to see escalations on a regular basis for all kinds of reasons. Now it is rare to have any escalations at all. ERIN FRISCHD irector Office of Child Support Michigan Department of Human ServicesSERVICES DATASHEETP rofessional Services Overview / page 2 Genesys and the Genesys logo are registered trademarks of Genesys . All other company names and logos may be trademarks or registered trademarks of their respective holders. 2016 Genesys . All rights Headquarters 2001 Junipero Serra Blvd.

4 , Daly City, CA 94014 USATel: +1 650 466 1100 | Fax: +1 650 466 1260 | GenesysGenesys, the world s #1 Customer Experience Platform, empowers companies to create exceptional omnichannel experiences, journeys and relationships. For over 25 years, we have put the customer at the center of all we do, and we passionately believe that great customer engagement drives great business outcomes. Genesys is trusted by over 4,700 customers in 120 countries, to orchestrate over 25 billion contact center interactions per year in the cloud and on us at or call us at + Speed and Simplicity to Your Genesys DeploymentSpeed is essential whether you are deploying new capabilities, expanding your employee base, or optimizing your current environment all while responding to important customer inquiries each day. We help companies deploy Genesys solutions in a matter of weeks, building skills and self-sufficiency along the way. Genesys Professional Services delivers predictability and simplicity with our iterative methodology, which is based on proven and improved configurations and implementation best practices.

5 You ll derive the benefit of our experience implementing and optimizing thousands of Genesys environments and Best Practices to Ensure Customer Success Project management plans With the goal of a smooth and on-time deployment, our Professional Services team collaborates with your staff on advance project planning, which includes planning workshops, defined communication plans, and staff management plans. Next, we collaborate on plans for system tests, deployment, traditional project schedules, and a Risk Action Issue Document (RAID). Monitor and Control Professional Services keeps communications open for the various important stakeholders through a variety of issues, action resolutions, change request forms, and AppsOur Expert Apps portfolio speeds the delivery of your overall solution and comes with full documentation and post-production support, yet can be customized to meet your requirements. Datasheets can be found on the Genesys Expert Apps website and the Genesys 450 experts in 87 countries 90% Genesys -certified Average Genesys experience of 7 years Best practices from industry and Genesys Direct access to Genesys product management and developmentPLANCONTROLDESIGNANALYZEBUILD TESTDEPLOYCLOSESTARTPLUG-INSDESKTOPADMIN ISTRATION& MONITORING TOOLS & UTILITIESW orkspace Plug-insfor generic CRMsCRMs from:Microsoft for CiscoVOICE SELF-SERVICEG enesys Survey SolutionIVR DriverAgent Activity MonitorAutomatic List LoaderSpotlight Stat BridgeVirtual Agent Softpho