7:00 am – 8:00 am

Education Day Registration

8.00 am – 12.00 pm

Morning Education Day Sessions

		Multi-Media – business focus Sean Joyce, Senior Technical Engineer, Genesys

		Genesys IP Contact Centre Solutions – technical focus Scott Simcock, Master Instructor, Genesys

1.00 pm – 5.00 pm

Afternoon Education Day Sessions

		Exploring New & Improved Features in Routing 7.5 – business focus Vince Brizzi, Senior Instructor, Genesys

		Info Mart & ICON – Reporting and Analytics – technical focus Scott Simcock, Master Instructor, Genesys

5.00 pm – 7.00 pm

G-Force Welcome Reception

5.00 pm – 7.00 pm

G-Force APAC 2008 Registration

7:00 am – 8.30 am

G-Force APAC 2008 Registration

8.30 am

MAIN AUDITORIUM – Welcome & G-Force Kick-Off

		Realise Your Potential to Transform Customer Service Michael McBrien, Senior Vice President APAC, Genesys

		Our Great Opportunity Jason Stirling, Vice President, Australia, India & New Zealand, Genesys

10.30 am – 11.00 am

Morning refreshment break in Interaction Pavilion

11.00 am

MAIN AUDITORIUM - continues

		Customer Perspective: Executing a Multi–Channel Strategy Steve Collier, General Manager Sales Performance Retail Banking, National Australia Bank

		ATO: A New Approach to Partnering for Innovation Jane King, Deputy Commissioner, Client Contact, Operations, Australian Taxation Office

Lunch break in Interaction Pavilion

1.30 pm – 2.10 pm

Breakout sessions #1

		Building a Roadmap to the Dynamic Contact Centre – Genesys

		Call Centre in the Cloud – SmartSpeak

		Case Study: Taking the Dynamic Contact Centre Journey – Westnet

		Case Study: Simulating Customer Service – Gen-i

		Infomart & Icon – Transitioning from CCA & Call Concentrator – Genesys (double session)

		GCIP – Simplifying Management of the Contact Centre – Genesys (double session)

2.30 pm – 3.10 pm

Breakout sessions #2

		Drive Organic Growth through Managing Cross Channel Conversations – Genesys

		Case Study: Offering an Integrated Customer Service Experience via Customer Motivation Routing – Telstra

		Case Study: The Role of Workforce Management in the Dynamic Contact Centre – Medibank Private

		Speech Recognition & Voice Biometrics: Advanced Self-Service in the Converged World – Partner Solution Session, Nuance

		Infomart & Icon – Transitioning from CCA & Call Concentrator – Genesys (double session)

		GCIP – Simplifying Management of the Contact Centre – Genesys (double session)

3.15 pm – 4.00 pm

Afternoon refreshment break in Interaction Pavilion

4.00 pm – 4.40 pm

Breakout sessions #3

		Building a Business Case for Cross Channel Conversations

		Case Study: Managing the Peaks with Virtual Hold – Australian Taxation Office

		Customers Want Proactive Contact: Are You Proactive? – Genesys

		Dynamic Contact Centre Phase One: Personalised Experiences with Customer Centric Routing – Genesys

		Multi-Media: Bringing Email Open Media into the Contact Centre – Genesys

		Building New Applications to Maximise Genesys Value – Genesys

6.30 pm

Pre-dinner drinks

7.00 pm

8:00 am – 9.00 am

G-Force APAC 2008 Registration

9.00 am

MAIN AUDITORIUM

		Transforming Communications with SIP Mark Baines, Head of Converged Communications Infrastructure, BT Design, UK

10.45 am – 11.15 am

Morning refreshment break in Interaction Pavilion

11.15 am

MAIN AUDITORIUM - continues

		Staff, Customers and What Happens in-between Jon Williams, Partner, PricewaterhouseCoopers Australia

		Extending the Dynamic Contact Centre with Genesys 8 Paul Lang, Vice President, Product Management, Genesys

12.30 pm – 1.30 pm

Lunch break in Interaction Pavilion

1.30 pm – 2.10 pm

Breakout sessions #1

		Agent Engagement: Creating Quality Conversations – Aframe e-Learning, Turning Point Corporation, Genesys University

		Case Study: Transforming Customer Service with IP – Inland Revenue Department, NZ

		Opening the Door to Intelligent Customer Service – Genesys

		Bringing Greater Insight into the Dynamic Contact Centre – Genesys

		Y Contact Centres? The Generational impact on Contact Centres – Partner Solution Session, Telstra

		Workforce Management: What's New Version in 7.6

2.30 pm – 3.10 pm

Breakout sessions #2

		Case Study: Using Voice Biometrics on GVP to Drive Efficiency and Customer Experience – Government Services Insurance System (GSIS), Philippines

		Case Study: Leveraging Resources in Multiple Locations through Intelligent Use of Technology – AXA

		Backlogged Faxes, Work Items: Route Them Efficiently with Business Process Routing! – Genesys

		Managing the Unexpected: Proactive Business Management – Infomiam & Genesys

		The Friendly Face of Genesys: Customer Interaction Portal – Genesys

		SIP & GVP: Lessons Learned from the Field – Genesys (double session)

3.15 pm– 4.00 pm

Afternoon refreshment break in Interaction Pavilion

4.00 pm – 4.40 pm

Breakout sessions #3

		Genesys IP: Transforming the Contact Centre – Genesys

		Genesys Workforce Management: The Heart of the Dynamic Contact Centre – Genesys

		Next Generation IVR – Genesys

		Customer Interfaces and Dashboards: Putting the Power of Genesys in the Users' Hands! – Genesys

		Get Smart – from Interaction to Innovation – Partner Solution Session, IBM Global Business Services

		SIP & GVP: Lessons Learned from the Field – Genesys (double session)

5.00 pm

Prize draws, closing words, drinks

6.00 pm

G-Force APAC 2008 closes