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G-Force APAC 2007 begins with optional Education
Day sessions on Tuesday 14 August. That evening, G-Force
really kicks-off with a Welcome Reception, followed by two
full days of sessions on Wednesday 15 and Thursday 16 August.
You are also invited to attend the ANZ User Group meeting
on Friday 17 August.
Download the full printable agenda and brochure here.
Tuesday 14 August,
2007
Genesys University Education
Day
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G-Force 2007 APAC
14–16 August 2007
Melbourne, Crown Casino
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Wednesday 15 August 2007
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1.30 pm – 2.10 pm |
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Breakout Sessions 1
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Developing a Strategic Plan to Underpin Your Business Case
Malcolm Thompson, Manager, APAC Business Consulting Services, Genesys |
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Waste - The Black Hole in Contact Centre Operations
Robert Allman, General Manager, Customer Interactive Solutions, Dimension Data Australia |
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Going
Beyond Partnership, Exceeding Expectations
Mike
Adams, Group CEO, Blueprint
Management Group
Anna Lee, Chief Executive
Officer, eSoon |
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Where’s
My Time Sheet?
Extending the Value of WFM and Linking it
with Payroll
Catrina Duff, Operations Support Manager, Contact Centres,
Air New Zealand |
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The Federated Enterprise - Integrating the Contact Centre with Outsourcers and 3rd Parties
Dave Smith, Senior Product Manager, Federation, Genesys |
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Genesys Voice Platform (GVP) Development - Reporting
Russell
Penney & Alan Whiteside, Professional Services, Genesys |
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2.30 pm – 3.10 pm |
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Breakout Sessions 2
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Creating a Dynamic Contact Centre
Randy Brasche, Director, Product Marketing, Genesys |
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Remote
Workers Deliver More to the Contact
Centre
Mark Mathieson, Chief
Information Officer, Manchester
Unity
Pat Daly, Professional
Services Manager, Integ
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Next
Generation IVRs
Vijai Shankar, Senior Product Marketing Manager, Genesys
Terry Stocking, Director, GVP Architecture, Genesys |
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Centralising
Services for Government Agencies
Anna Thisainayagan, Customer Service Centre Manager, Office of Shared Services
Rocco Arico, Executive
General Manager National Sales & Marketing, Business Solutions, NEC |
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Genesys
SIP Server – Fundamentals of VoIP
in a Genesys World
Geoff
Willshire, Philip Alderson, Peter Alexander,
Simon Francis, Professional
Services, Genesys |
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Gplus
Adaptors – Working smarter with
Your CRM
Andrew Jackson, Principal Professional Services Consultant, Genesys |
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4.00 pm – 4.40 pm |
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Breakout Sessions 3
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Taking Skills Based Routing to the Next Level
Greg Hedges, Principal Consultant, APAC Business Consulting Services, Genesys |
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Migrate to IP: Why, When and How
Fabrice Della Mea, Senior Director Product Management, Genesys |
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Transforming
Reporting & Analytics
Craig Covington, Director, Product Management, Genesys |
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Win
the Customer Experience Battleground with
Speech Self-Service
Peter Chidiac, Regional Sales Director, Asia-Pacific & Japan, Nuance
Communications. |
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Genesys
SIP Server – Fundamentals of VoIP
in a Genesys World
[session continues]
Geoff Willshire, Philip Alderson, Peter Alexander, Simon Francis, Professional Services, Genesys |
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Gplus
Adaptors – Working smarter with
Your CRM
[session continues]
Andrew
Jackson, Principal
Professional Services Consultant, Genesys |
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Thursday 16 August 2007
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1.30 pm – 2.10 pm |
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Breakout Sessions 1
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Internet
and Multi - Channel Integration
Musa
Hanan, Senior Product Manager, Genesys |
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Excellence
in Communications Delivered through
the Dynamic Contact Centre
Jordan Muir, Chief Operating Officer, SMART |
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Simulation
and Stimulation
Alan McCord, Director,
Genesys Research, Genesys |
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Virtualising
Contact Centre Infrastructure and Applications
Diana Lee, Vice President, Customer
Service, StarHub
Joey Low, Manager, Customer Service
- Systems and Analytics, StarHub |
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Teaming
to Create Intelligent Network Call Routing
Capabilities
John
Dardo, Assistant
Commissioner, Client Contact, Australian
Taxation Office
Tim
Waters, Group Solutions
Manager, Contact Centre Solutions, Telstra |
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Genesys
Infomart
Scott Simcock, Master Technical Instructor, Genesys |
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2.30
pm – 3.10 pm |
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Breakout Sessions 2
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Reduce
Inbound Traffic with Proactive Contact
Nitin
Shroff, Senior Product Marketing
Manager, Genesys |
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Extending
the Boundaries of the Contact Centre
Dinesh Divakar, Director Asia Pacific, Voice and Applications, Enterprise Business Group, Alcatel-Lucent
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Managing
Call Volume Peaks with Virtual Hold Tools
Jeffrey
Maher, Strategic
Alliance Director, Genesys |
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Sophisticated
Speech Made Simple
Michael
Bishop, General
Manager, SmartSpeak |
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The
Best of Both Worlds with Virtualised
Contact Centres
Heath
Lee, Executive
Chairman, Oceania Customer
Interaction Services
Andrew
Kaszubski, Director,
Technical Services, Oceania Customer
Interaction Services |
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Practical
Applications of Genesys Software Development
Kits
Geoff Willshire, Alan Whiteside, Paul Spierings, Hamish Graham, Professional
Services, Genesys |
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4.00 pm – 4.40 pm |
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Breakout Sessions 3
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Breaking
Down the Walls of the Contact Centre
with IP and SIP
Fabrice
Della Mea, Senior Director
Product Management, Genesys |
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Maximise
Efficiency with Business Process Routing
Kevin
Shinseki, Senior
Manager, Product Management, Genesys |
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Workforce
Management for the Dynamic Contact
Centre
Adam Rosen, Manager Product Management, Genesys
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Multi-Site
Outbound Contact
K.
Chandrasekaran, President, Reliance
Infostreams |
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Complete
Control and Flexibility for Managed Services
Jason
Turpin , Product Manager, Genesys
Customer Interaction Portal, Genesys |
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Practical
Applications of Genesys Software Development
Kits
[session continues]
Geoff Willshire, Alan
Whiteside, Paul Spierings, Hamish Graham, Professional
Services, Genesys |
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Sessions and times are subject to change. The agenda is
updated regularly.
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© 2007 Genesys Telecommunications, Inc.
All rights reserved. |
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