Genesys SBABS 13910572662 Email junhai wangalcatel com cn

Genesys公司及产品介绍王俊海资深技术顾问 SBABS 电话： 13910572662 E-mail: junhai. wang@alcatel. com. cn AN ALCATEL COMPANY

Genesys 公司概况 § Wholly Owned, Independent Subsidiary of Alcatel - Operating as Genesys § >1, 000 employees, located in 45 offices worldwide § Recognized leader in CTI/Universal Queue solutions for the contact center marketplace § Installed base: § 2, 000 customers § 2 million+ seats § 200+ million daily interactions and GROWING!!! Headquarters: San Francisco, CA © 2001 Genesys Telecommunications Laboratories, Inc. 2

业界的肯定－获奖记录（1） CRM Excellence Award Call Center CRM Solutions Magazine Market Engineering Award Market Engineering Competitive Strategy Award Frost & Sullivan Genesys as one of America's 100 fastest growing technology companies Bloomberg Personal Finance Genesys ranks among America's fastest growing companies Individual Investor Magazine Genesys Ranks in Top 10% of Bay Area's Fastest-Growing Public Companies San Francisco Business Times 7 th Most Dynamic Software Company Forbes ASAP Magazine © 2001 Genesys Telecommunications Laboratories, Inc. 3

业界的肯定－获奖记录（2） Product of the Year Genesys G 6 Suite Product of the Year Genesys Internet Contact ICCM Best of Show Genesys Internet Contact CT Expo Best of Show Genesys Internet Contact Product of the Year Genesys Workforce Management Fall CT Expo Best of Show Genesys Workforce Manager CTI Expo Fall Best of Show Genesys CC Analyzer Product of the Year Genesys Voice Portal © 2001 Genesys Telecommunications Laboratories, Inc. 4

Genesys全球领导品牌 United States Europe, Middle East & Africa Genesys 53% 59% Genesys 59% PAN ASIA Cisco Source: Frost & Sullivan Source: Datamonitor Avaya 56% 52% Genesys Others Source: Frost & Sullivan © 2001 Genesys Telecommunications Laboratories, Inc. 5

市场评比第一研究机构 : Gartner Research Aug 2001 © 2001 Genesys Telecommunications Laboratories, Inc. 6

技术最强&专利最多 100 Patents Issued 96 50 32 20 12 3 0 3 n Genesys

Genesys 在电信业中的应用处于领导地位 n n n AT&T Wireless Axtel Bell Canada Bell Mobility Cellular Bell. South Bouygues Telecom British Telecom Deutsche Telekom J-Phone KPN NTT Qwest n n n n n SBC (Ameritech, SWB, Pac. Bell, Cingular) Sonera Sprint Telecom Italia Telefonica Telia Telstra Verizon (Bell Atlantic, Prime. Co, Air. Touch) World. Com Over 80% of the top 150 telcos are Genesys customers © 2001 Genesys Telecommunications Laboratories, Inc. 8

Genesys 在金融业中的应用处于领导地位 n n n ABN AMRO AIG Allianz AXA Bank of America Barclays Charles Schwab Chase Chinatrust Goldman Sachs Nordea Bank Merrill Lynch n n n n n Nationwide Building Society Nationwide Insurance Old Mutual Overseas Union Bank T. Rowe Price 20 th Century Vanguard VISA Wells Fargo Zurich Insurance Leaders in Financial Services © 2001 Genesys Telecommunications Laboratories, Inc. 9

Genesys 在其他行业中同样占有广泛市场 1 -800 Flowers n Air Canada n Amazon. com n Ansett Australia n Accenture n Australian Tax Office n Bertlesman n BMW n Budget Rent a Car n Chrysler n n n n n Ford Motor Co. General Motors Corp. Home Shopping Network Intuit Mercedes-Benz Motorola Sears Sento SUN Strong Brands / Strong Companies © 2001 Genesys Telecommunications Laboratories, Inc. 10

强大的可扩容性 n n n Verizon BT Ameritech MCIWorld. Com Bank of America Telstra Chase Charles Schwab Fingerhut Barclays Prime. Co 30, 000 Agents 25, 000 Agents 8, 500 Agents 6, 700 Agents 6, 000 Agents 15, 000 Agents 3, 500 Agents 3, 000 Agents 2, 700 Agents 2, 500 Agents 2, 000 Agents © 2001 Genesys Telecommunications Laboratories, Inc. 11

“SHARP”-系统效能体现 Scalable 30, 000 agents across 25 centers Highly Available 99. 96% up time for 44, 400, 000 calls & 300, 000 emails Reliable Genesys solutions are processing 200, 000+ interactions daily Performing 10, 000 calls/month © 2001 Genesys Telecommunications Laboratories, Inc. 12

Universal Workflow Workforce Management Outbound Contact Center Internet Contact Center Network Routing Enterprise Routing G 6 所提供的各种解决方案组合 Framework 解决 Phone Calls New Media Center (email) Online Services Group (Web) © 2001 Genesys Telecommunications Laboratories, Inc. Future Touch Points (WAP, PDAs etc. ) 13

• DCOM • OCX • COM/OLE • Corba • JAVA • DDE • TAPI • . . OS Support • Siebel • Peoplesoft • Clarify • Remedy • SAP • Broadvision • . . Desktop Toolkit • Oracle • Informix • DB 2 • MS-SQL • Sybase • Middleware • . . F/O & B/O support Database Support G 6 采用完全开放的平台架构 • Solaris • Sun • OS • HP/UX • AIX • NCR • NT • Unix • . . • Dialogic • G 3 • Aspect • Spectrum • . . © 2001 Genesys Telecommunications Laboratories, Inc. IVR Support • Aspect • Lucent • Nortel • Siemens • Ericsson • Alcatel • Fujitsu • Harris • 华为 • . . Dialer Support • e-mail • WEB • Chat • . . ACD / PBX Support • Sprint • MCI • AT&T • Stentor • . . Internet Support Network Support Genesys Framework • Intervoice • Brite • Periphonics • Edify • Conversant • DT/6000 • Meridian • Syntellect • Premiere • . . 14

Genesys分层式核心架构解决方案报表层服务层渠道层管理层配置层 © 2001 Genesys Telecommunications Laboratories, Inc. CCPulse CCAnalyzer Stat Server DBServer Desktop API T-Server Solution Control Server Message Server Solution Control Interface Configuration Server Configuration Manager Configuration Wizards 15

Genesys核心架构之配置层功能： n 集中配置 n 维护所有解决方案与组件数据 n 访问接入控制特点： n 实时生效 n 向导驱动(模板) n 远程控制 n 分类管理 n 功能强大 n 操作简易 Reporting Services Layer Media Layer Management Layer Configuration Layer © 2001 Genesys Telecommunications Laboratories, Inc. 16

Genesys核心架构之媒体层（1）功能： n Genesys Framework的核心T-Server（IS T-Server） n 承上：负责系统与各种PBX（软和硬）的通信连接 n 启下：提供与其他系统应用程序或者业务应用程序的接口界面具体说明： n 语音世界和数字王国的结合纽带 n Genesys系统套件以及相互交互的第三方应用之间的消息引擎 n 维护每个交互（Interaction）整个生命周期中的数据信息 Reporting Source Interface Event Manager Client Table T-Lib Interface Clients Event source Services Layer © 2001 Genesys Telecommunications Laboratories, Inc. Media Layer Management Layer Configuration Layer 18

Genesys实时报表图例 …例如销售金额统计 © 2001 Genesys Telecommunications Laboratories, Inc. 22

Genesys历史报表图例可产生摘要数据(summary) 与详细数据(detail) © 2001 Genesys Telecommunications Laboratories, Inc. 23

Genesys报表动画说明 Call Concentrator Applications Media Attached Layer Business Data Interactions Data Mining Stat Server Config Server Data Sourcer ODS ETL Datamart CC Pulse CC Analyzer © 2001 Genesys Telecommunications Laboratories, Inc. 24

路由请求处理的可靠性及负载分配 T-Server A T-Server B LDS 100% Backup URS Primary URS Hot standby方式：运行时只有一个URS 作，另一处于热备份状态 T-Server C 1/3 URS A 1/3 URS B Backup LDS 1/3 URS C 由LDS做负载均衡方式：所URS均处作状态，由LDS向处于运行状态的URS平均负载 © 2001 Genesys Telecommunications Laboratories, Inc. 25

T-Server HA 及其他应用可靠性的实现 A B C primary T-Server PBX LCA backup T-Server HA Proxy primary T-Server HA Proxy backup T-Server PBX SCS primary T-Server A方式：直接采用Hot Standby方式 B方式：通过一个HA Proxy（不影响通话） C方式：双HA Proxy方式，即对HA Proxy再做Hot Standby Config Server DB Server q q DB 以上结构中，通过LCA，SCS可以及时获取应用运行状态，可以选择应用自动重启 Hot Standby方式 © 2001 Genesys Telecommunications Laboratories, Inc. 26

Genesys企业内智能路由解决方案基于数据驱动(data-driven routing) n 存取外部客户数据库数据作为呼入分配的依据(v. s 传统排队机) n 实际范例 n. VIP服务 n依据客户贡献度(如帐单金额…) • Customer Satisfaction high of 85% and upward • Service calls are down 12 sec. • Sales calls down 30 secs. …PNC Bank n. Last Agent Handling n. IVR转服务人员前最后动作来预测用户呼入的需求 n进行Web呼叫前的动作来预测用户呼入的需求 n… © 2001 Genesys Telecommunications Laboratories, Inc. 29

Genesys企业内智能路由解决方案基于话务员特点 • Save 30 -40 s on customer profile look up • Call time reduced by 20 s • 80 million call * 20 s w/ $$ per call = real call saving …. . BT, Ken Brown © 2001 Genesys Telecommunications Laboratories, Inc. • 查询上一次接电话的座席 • 路由电话至该座席 • 否则转接治群组内俱有相同技能的座席 31

Genesys企业内智能路由解决方案统一的多媒体智能路由(Multimedia Routing) n 通过相同的智能路由引擎, 达成对多媒体接入方式统一的路由策略部署 n“A major benefit of the Genesys solution is that it allows the unified management of all channels with a unified database and unified routing. A further benefit is that different contact types are able to be subject to customized routing rules. ” n - Frost & Sullivan © 2001 Genesys Telecommunications Laboratories, Inc. 32

Genesys解决方法: 保持服务水平路由如何保持80％的呼叫在 20秒内得到响应的服务水平？ When service level is not meet, the agent group will be expanded to service handle the volume. When levelcall is meet, calls routed to the best skill agent. Best Skill Agent © 2001 Genesys Telecommunications Laboratories, Inc. 35

Genesys企业内智能路由解决方案预测路由 Define routing cut off • Interactions • are time: routed only to the if agent is N seconds agents who before having a break and AHT participated in the is longer, this agent will not be included as scheduled activity routing target <-email-> <-Voice-> © 2001 Genesys Telecommunications Laboratories, Inc. <-Voice-> <-email-> 37

Genesys企业内智能路由解决方案多址虚拟呼叫中心整体架构 (范例) PSTN 北京上海 VPN Lucent G 3 Customer Lucent G 3 广州 Lucent G 3 Internet Multi-Media Agents Intranet DW CTI/CRM DB ERS&OCS&ICS © 2001 Genesys Telecommunications Laboratories, Inc. 39

Genesys企业内智能路由解决方案通过IR Designer实时观察各点的路由处理情况 © 2001 Genesys Telecommunications Laboratories, Inc. 41

路由解析的高可靠度与负载均衡（1） T-Server A T-Server B LDS 100% Backup URS Primary URS Hot standby方式：运行时只有一个URS 作，另一处于热备份状态 T-Server C 1/3 URS A 1/3 URS B Backup LDS 1/3 URS C 由LDS做负载均衡方式：所URS均处作状态，由LDS向处于运行状态的URS平均负载 © 2001 Genesys Telecommunications Laboratories, Inc. 43

路由解析的高可靠度与负载均衡（2） © 2001 Genesys Telecommunications Laboratories, Inc. 44

路由处理过程描述 PBX Customer’s call arrives at the contact center Trunk Lines Interaction routing request is forwarded to the routing engine Routing engine selects targets are based on customer information from database IVR collects customer info. . T-Server Data about the customer is “popped” at the selected agent’s desktop and voice is routed to agent’s phone at the same time URS Stat Server M-Server E-mail Gateway Stat Server provides agent extension based on requested statistic (longest available, Applications and Database etc. ) © 2001 Genesys Telecommunications Laboratories, Inc. 45

基于公网的解决方案架构图 SCP Genesys Network Platform SSP SRP IVR PSTN User PSTN PBX Agent phone

多点之间进行话务平衡 n Load balancing between queues on different switches is a matter of specify

G 6 呼出应用解决方案拨号服务器外拨服务器 : 控制拨号速度 CPD OCS DBMS Ø拨号名单管理 Ø激活/停止 Ø调整拨号速度 Outbound, Inbound, or Blend agents Framework P B X / A C D CTI Link CME OCM -Creating Campaigns -Creating lists -Creating treatment) Trunks CC Pulse CC Analyzer Monitor statistics © 2001 Genesys Telecommunications Laboratories, Inc. 50

Genesys呼出应用解决方案简单易用的操作界面 © 2001 Genesys Telecommunications Laboratories, Inc. 54

Genesys呼出应用解决方案图形化实时信息监控 © 2001 Genesys Telecommunications Laboratories, Inc. 55

Genesys呼出应用解决方案历史统计报表灵活定制生成 © 2001 Genesys Telecommunications Laboratories, Inc. 56

Internet Contact Center解决方案方案简介： Genesys Internet Contact Solution可以协助企业在网络上集成与建立起一组卓越的客户互动管理系统，使得企业可以轻易结合现有的呼叫中心，进而拓展Internet的互动机制与管理系统，让您的接触中心（Contact Center）成功转型为全方位的多媒体接触中心。功能及特点： q电子邮件管理系统（E-mail） q网络实时聊天机制（Chat） q网络电话响应预约（Web Call. Back - Voice over PSTN） q. Vo. IP语音服务（Web Call. Through – Voice over IP） q协同浏览（Web Collaboration） q集成式的互动渠道 q智能型的路由策略（Intelligent Routing） q实时监控机制（Real－time Monitoring） q最精确的统计分析（Historical Reporting and Business Analysis） © 2001 Genesys Telecommunications Laboratories, Inc. 57

Genesys互联网呼叫中心解决方案呼叫中心与互联网一体化集成 “While Global 2000 companies believe that contact centers will play a critical role in their customer service efforts, only 25% have implemented any Web-based contact center applications. Companies cite integration as their most significant challenge. ” - Datamonitor © 2001 Genesys Telecommunications Laboratories, Inc. 58

Genesys互联网呼叫中心解决方案统一且完整的多媒体互动 © 2001 Genesys Telecommunications Laboratories, Inc. 59

通过隧道服务模块（HTTP tunneling service） Enterprise LAN Public Internet Enterprise Firewall Customer DMZ Customer Firewall #1 Customer LAN Customer Firewall #2 Port 80 / 443 HTTP Tunneling service Chat server Port 80 / 443 Web Browser Port 80 / 443 Agent’s Desktop Co-browse Server Production Web server © 2001 Genesys Telecommunications Laboratories, Inc. Data base server (MS SQL/Oracle) 61

Genesys互联网呼叫中心解决方案 Internet 技术架构图 © 2001 Genesys Telecommunications Laboratories, Inc. 62

Genesys互联网呼叫中心解决方案桌面应用程序图例 © 2001 Genesys Telecommunications Laboratories, Inc. 63

Genesys劳动力管理解决方案技术架构 WFM Data Aggregator WFM Schedule Server Web Server WFM DB © 2001

Genesys劳动力管理解决方案开放独立的系统架构 Media Layer API Statistics Layer Historical Real Time Data Collection & Transformation

Genesys劳动力管理解决方案特色可以浏览查询当日排班表 © 2001 Genesys Telecommunications Laboratories, Inc. 72

Genesys劳动力管理解决方案特色可以浏览查看并比对实际值与预估值差别 © 2001 Genesys Telecommunications Laboratories, Inc. 73

节省系统集成时间 Install Design Integrate Test Train Move to Production Combination of point solutions Repeat these cycles with every new version of each point solution * training on different systems * * longest interval drives installation * Genesys solutions Design Install (pre-integrated) Test Train Move to Production Time saved In summary - Faster ‘time-to-benefit’ © 2001 Genesys Telecommunications Laboratories, Inc. 80

AN ALCATEL COMPANY