Speakers

James Brooks Senior Vice President APAC Genesys

James Brooks is Senior Vice-President, Asia Pacific for Genesys Laboratories and is responsible for the company’s overall operations across the region.

With a passion for leadership and customer service James has become a leading industry spokesperson on how companies can exploit contact centres to improve customer satisfaction. A strong background in telecommunications, in particular PABX and contact centres, positions him well to help Genesys’ customers meet the challenges associated in implementing multimedia contact centre solutions for improved customer service.

Prior to joining Genesys, James was Program Director for NEC Australia, where he was responsible for all field operations for contact centre solutions, including sales, pre-sales and professional services.

Brian Galvin Vice President, Optimization Genesys

Prior to joining Genesys as vice president of product management in 2004, Brian Galvin was the founder and principal of a small consultancy focusing on call centre optimisation. His customers included many of the world's largest companies, especially in the financial services and telecommunications markets. He has served as a vice president (enterprise architecture) for SAIC, a large systems integrator, and was one of Genesys' earliest employees, serving as director of operations from 1995 to 1999.

Before originally joining Genesys in 1995, Mr. Galvin was a nuclear engineer in the U.S. Navy for 13 years. Mr. Galvin has published numerous articles in both scientific and business publications, and is the author of two patents and three pending patents relating to Genesys technologies.

Mr. Galvin is a graduate of Harvard University (biochemistry) and earned a master's in physics from the Naval Postgraduate School in Monterey, California.

Peter M. Williams Technology Strategist Yahoo!

Peter Williams is an independent Telecommunications Strategist. He is currently working with a major internet portal provider in Silicon Valley. He has extensive experience in the management of public networks and the operations of global telecommunications companies. Working with Accenture’s Network Service Line, he was engaged by a number of Tier 1 telcos to develop service and support strategies for emerging triple and quadruple play services.

Prior to joining Accenture Mr. Williams was the President and Chief Operating Officer of Communiqué Telecommunications Inc., a regional Inter Exchange Carrier based in Los Angeles California.

Mr. Williams has over 20 years of telecommunications and data communications experience, including the management of research and development units for such companies as Nortel, Honeywell Information Systems and Ericsson.

He received a Bachelor Science Degree in Physics, from Portsmouth Polytechnic (UK) and holds a Masters Degree in Business Administration from Pepperdine University, California.

Luca Bellati Chief of Services and Business Solutions CartaSi

Direct Report to the Executive Vice President, currently in charge of designing, developing and managing of all technology based services. The “Services and Solutions” department is made of five different areas: The “Contact centre and CRM Solutions”, the “Payment System”, the “Web and Business Intelligence”, the “Administration Platform” and the “Operation”.

All these areas cover different kind of services, from design to management. Investments and costs management is one of the main activities that I’m directly involved. The costs’ reduction and the suppliers’ management are drivers included in the mission area. These areas include 150 persons.

From 2001 Responsible of " Contact Centre solutions and C.R.M." By covering this position, I was responsible of the whole Customer Care and CRM multichannel strategies and operations. I hardly worked for the Integration of different communication channels (phone calls, sms’, and web interface) and special effort has been made using VOIP and Avatar to extend self-services facilities. I also improved the service quality, to increase the customer satisfaction, customer retention and company efficiency by adopting an integration process between different company departments. I was also responsible of the web design and management as well as the mobile services. The team was of 30 people.

Ad Nederlof Chairman eSOON Communications

Ad Nederlof left his post as chairman of Genesys in January 2006 and has taken a lead management role as president and CEO of E.Novation and chairman of eSOON this year.

He joined Genesys in 1999 as senior vice president of operations for EMEA. In 2000, Mr. Nederlof became president and CEO of Genesys; in 2004 he became chairman.

Prior to joining Genesys, Mr. Nederlof was president and COO of Richter Systems. Previously, he worked for Oracle Corp., where he served as vice president for Northern Europe. Mr. Nederlof also held senior positions at Volmac Software Group (Cap Gemini).

Mr. Nederlof wishes to devote all of his time to eSOON, which is Genesys' MD in China and develops CRM software (EZactor) for contact centers. He also leads his family business E.Novation, which specializes in developing and supplying solutions for managed services, contact centers and CRM. He continues to give lectures on customer obsession and customer frustration, his favorite topics on which he has written a number of books.

Michael Malone Managing Director and co-founder iiNet Limited

Michael Malone is Managing Director and co-founder of iiNet Limited and has played an integral part in its growth and day-today operations since 1993.

In 1993, Malone was etching out the plans for WA's first Internet Service Provider in his parent's Padbury garage - just metres from the bed he slept in. Malone and friend Michael O'Reilly began business with a couple of PCs, some desktop modems and a network held together by sticky tape and blind enthusiasm. Characterised by his insatiable interest in technology and the communications medium of the future (the Internet), Malone has helped steer iiNet from a garage operation to AustraliaÕs third largest ISP today.

In 2004 the company began construction of Australia's first wide-scale ADSL2+ network delivering substantially faster broadband speeds over the existing copper phone line infrastructure. With clever investment in innovative technology, iiNet now has the largest next generation broadband network in Australia, delivering speeds of up to 24,000kbps. Michael remains active in all facets of the company and has managed to maintain his strong rapport with staff even as the company continues to grow.

Jason Stirling Managing Director Australasia Genesys

Jason Stirling was appointed Managing Director of Genesys Laboratories in 2004, responsible for the company’s overall operations across Australia and New Zealand. His primary goal is to help organisations to improve their customers’ experience.

Jason was the founding salesperson for Genesys Laboratories in Australia more than eight years ago and helped to build the business to where it is today. Prior to his current role, he was Director of Sales, developing and managing customer relationships.

Jason has a passion for customer service; which he gained from five years working at Hungry Jacks during school and university. It also gave him an appreciation for the needs of different people, cultures and work environments; which is critical for customer service. Jason says Genesys software is proven to deliver bottom-line savings, so the real challenge for organisations is to use technology to add to their top-line though new business opportunities and new ways of working.

Previously, Jason managed business development at Genesys in the telecommunications, banking and financial services and call centre outsourcing sectors. Before joining Genesys in 1997, Jason worked in business development for Hewlett-Packard Australia, managing high-profile Australian telecommunications accounts including Telstra, Optus and Vodafone.

Jason holds a Bachelor of Business (Marketing, Economics and Accounting) from Swinburne University and is an active member of the Australian Teleservices Association (ATA), the Customer Contact Management Association (CCMA) and International Customer Service Professionals (ICSP).

Dan Nordale Director of Genesys Enterprise Solutions Genesys

As director of Genesys Enterprise Solutions, Nordale leads the strategy, business development and marketing areas for the company's Enterprise Solutions team which is focused on applications of Genesys technology outside the contact center. voice service solutions to the marketplace to deliver a best-in-class customer experience.

Previously, Nordale served as director of Genesys Voice Service, where he built the center of excellence for delivery of voice self service solutions, building Genesys' capabilities for delivering unique customer self-service applications running on GVP. Prior to this role, Nordale was the director of worldwide marketing operations & channel marketing for Genesys, where he developed and managed the company's partner program for ISV, Managed Services, SI and VAR partners.

Prior to joining Genesys, Nordale has held positions with Harmon Ltd. and KPMG. Nordale holds a bachelor's degree in accounting and finance from University of Alaska Fairbanks and an MBA from the Haas School of Business at the University of California at Berkeley.

Michael McBrien Director, Genesys Voice Platform Sales, Americas Genesys

As director of Genesys Voice Platform sales for the Americas at Genesys, Michael McBrien is responsible for managing a team of sales specialists in the Americas and supporting their voice self-service sales efforts.
Prior to joining Genesys in 2003, Mr. McBrien was a sales director at TuVox, a voice applications development company. He has also held sales and sales management positions with S1 Corporation, Edify, Financial Fusion and Intervoice.