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2016 GEN ESY S P AR T N ER N ET W O R K P R OGRAM GUI DEGenesys Partner NetworkProgram GuideVersion 5.0 Valid through December 2016TABLE OF CONTENTSSummary of ChangesPartner Categories . 3 Moved the major components of the Genesys Care section (KPIs) to the newGenesys Care Appendix 4.1.Tiers/Changing Tiers .4 NPS is now only a benefit and not a requirement of the program. Compliance Review and Tier change now moved to Q1 versus January.Program Benefits . 5Financial .7 Amendment 1 of V3.0 has been incorporated into the Program Network ProgramGuide 4.1.Relationship .9 Updated Country Group and Multiple Country requirements.Technical Enablement .10 Removed the Overview and incorporated it into a separate Marketing NetworkProgram Guide 4.1Sales Enablement .12Marketing.13 New GU certification GCA integrated into partner program, specifically VAR andSpecialized Reseller Requirements, footnote 2. Genesys Technology Solutions Guide and Catalog is removed from benefits section.Program Requirements Lead Referral Registration section has been highlighted as a stand-alone section.Market Based .15 New Program Benefits table.Multiple Country/Category .16VAR .18Specialized Reseller .19Partner Cloud.20 Consolidated sections and moved Requirements to end of document. New link for Ethnics and Compliance Requirements. AppFoundry now part of the Technology Partner Program. Care rebate eliminated in 2016.MSP .21 NA based market-based requirements have now been eliminated and USA andCanada are now rolled into Major.Services .22 KPI#2 removed from Requirements tables.Technology, OEM.23Program Compliance .24Definitions .24Acronyms . 28Disclaimer: The content in this Partner Network Program Guide and associated documents referenced in this Guide are subject to change at anytime without notice. Material program changes will only be effective in January at the start of each partner program year unless otherwise noted.page 2
2016 GEN ESY S P AR T N ER N ET W O R K P R OGRAM GUI DEGenesys Partner Network Partner CategoriesThe Genesys Partner Network is comprised of 10 partners categories:Value Added Resellers (VARs) provide pre-salesexpertise, post-sales deployment and support services,and frequently deliver value add applications on the fullsuite of Genesys products.Specialized Resellers have the expertise toarchitect, build, deliver and support a specificGenesys solution or product set. Specialized Resellers canhold more than one specialization e.g., Genesys BusinessEdition Premise (BEP), Genesys Voice Platform (GVP),Workforce Optimization (WFO), eServices/Digital Channels,and Enterprise Workload Management (EWM).Services Partners supply Genesys professionalservices, customer care services, or consulting servicesdirectly to end users with Genesys and other Genesyspartners. They leverage their own unique best practicesand have a proven track record in their ability to build,deliver and support Genesys solutions, including GenesysCloud offerings.Cloud Partners deliver cloud-based Software-as-aService (SaaS) solutions to the market using Genesystechnology and services, either through deploymentof Genesys software in partner-owned/operated cloudfacilities (“Partner Cloud”) or through the resale ofGenesys Cloud services in those markets where Genesys provides such services(“Genesys Cloud Reseller Partner”). Cloud solutions can either be multi-tenant sharedservice offerings, or dedicated hosted solutions, emphasizing scalability, security, and the fullbreadth of Genesys capabilities. These partners frequently deliver value-added applicationsand services to enhance the Genesys suite of products and services. NOTE: GenesysCloud Reseller Partner requirements and benefits are still under developmentand will be published at a later date.Managed Services Providers (MSPs) provide managed technology operations supportfor Genesys solutions to customers either via customer premise deployments or datacenterdeployments. They frequently deliver value-added applications and services to enhance thefunctionality and features of the Genesys suite of products and services.Technology Partners are independent software or hardware vendors (ISV/IHV), cloudsolutions providers, or system integrators whose solutions are complementary to theGenesys portfolio and either integrate or interoperate with Genesys products throughstandard APIs (SIP, MRCP, VXML, web services) or Genesys APIs/SDKs (when usingGenesys APIs/SDKs). Please refer to the Genesys Technology Partner and AppFoundryPartner Guide for reference. Technology Partner solutions meet Genesys standards forquality and reliability through validation or certification.OEM Partners embed Genesys products and capabilities in unique, partner-brandedsolutions where the Genesys brand may not be visible to the end user. Their productshave been integrated and tested with Genesys products to deliver complete, high-qualitybusiness solutions.page 3
2016 GEN ESY S P AR T N ER N ET W O R K P R OGRAM GUI DEContract Resellers hold contract purchasing vehicles with specific buyers such asGovernment agencies and other industries. These resellers do not provide anyGenesys-based services themselves.Global Strategic Alliances are select industry leaders with whom Genesys jointly deliverssolutions to the market.Consultants are independent partners advise their customers on how to build solutions, andstructure their business systems and processes to provide maximum business value. Manyof these individuals and companies rely on Genesys to provide insight into best practices,market trends, analyst insights, and product information to help provide value to customers.Consultants do not resell or deploy Genesys solutions but rely upon other Genesys partnersor Genesys directly to support their clients.Partnership TiersGold partners receive the program’s premium benefits as the highest tier. VARs,Specialized Resellers, Cloud Partners, MSPs, and Service Partners successfully completeextensive training and certifications, passing customer care and professional services audits,meeting or exceeding revenue goals (if applicable), achieving high customer satisfactionsurvey scores, and other criteria as specified in this Guide’s Requirements section.Silver is the mid-tier level for VARs, Specialized Resellers, Cloud Partners, MSPs, andService Partners and is the top tier for Technology Partners. These partners meetrequirements for training and certifications, technical support, revenue (if applicable), andpartner business goals as specified in this Guide’s Requirements section.Bronze tier is for new, emerging, or smaller VARs, Specialized Resellers, Cloud Partners,MSPs, Service Partners, and Technology Partners who meet minimum requirements oftrained staff and certifications, technical support, revenue (if applicable), and other businessgoals as specified in the Requirements section of this Guide. New partners start at this leveland can annually move to higher tiers over time based on performance.Authorized tier is the designation for partners who do not fit one of the tiers above.Authorized Partners have limited access to specialized information and minimal benefits.Changing Partner Tier StatusPartner tier assignments are based on the annual scorecard results and remain valid forthe entire calendar year (January through December). Partners will only be moved into adifferent tier at the beginning of a calendar year (in Q1). During the annual year-end review,if an existing partner meets the incremental requirements for a higher tier, the partner couldbe assigned to the higher tier at the discretion of Genesys. A partner can also be moved to alower tier if requirements are not met as of the annual review.When a partner fulfills Gold tier requirements, they will be moved to the Gold tier in thecalendar quarter following their attainment. Partners must continue to meet Gold tierrequirements in order to receive the Gold tier additional benefits.Existing partners who desire to become a Gold Partner should consult with their ChannelManager and contact partners@genesys.com for consideration.page 4
2016 GEN ESY S P AR T N ER N ET W O R K P R OGRAM GUI DEGenesys Partner Network Program BenefitsPROGRAM TYPEVAR, SPECIALIZED RESELLER,CLOUD PARTNER, MSP, SERVICES PARTNERTIERGOLDSILVERBRONZETECHNOLOGY PARTNERSILVERBRONZEOEM—FINANCIAL BENEFITSBaseline PricingSet at Country Level OpportunityDiscountGenesys Care RateLicense/SaaSRevenue RebateOpportunityRegistrationProfessionalServices Discount Custom Set at Country LevelGenesys UniversityTraining Discount25%15%10% Welcome Kit andOn-Boarding Tools Partner Network MembershipPlaque/CertificateGold PartnerPlaquePrinciples ofEngagement Cloud LeadReferral FeeOn-Premise LeadReferral Credit15%10%10%RELATIONSHIP BENEFITSChannel ManagerNet Promoter SystemGenesys Partner Days /ConferencePartner Alias Partner Plaque Certificate TECHNIC AL ENABLEMENT BENEFITSGenesys UniversityTechnical TrainingAccess to Ongoing TrainingDeveloper DocumentationWebsiteNew Product/Release WebinarsEnd User LicenseAgreement templateGenesys Software forPartner LabDemo Toolspage 5
2016 GEN ESY S P AR T N ER N ET W O R K P R OGRAM GUI DEGenesys Partner Network Program Benefits (continued)PROGRAM TYPETIERVAR, SPECIALIZED RESELLER,CLOUD PARTNER, MSP, SERVICES PARTNERGOLDSILVERTECHNOLOGY PARTNERBRONZESILVERBRONZEOEM—SALES ENABLEMENT BENEFITSHighest Levelof AccessGenesys Partner NetworkPortal AccessOnline Sales TrainingPartner Webinars andCommunicationsGenesys Briefing CentersPartner Recorded Videos inGenesys CX CentersGenesys Pricingand RFP Tools Standard Partner Access Technology Partner Access OEM Partner AccessLimited By Invitation Only MARKETING BENEFITSGenesys PartnerNetwork LogoGold LogoTechnology Partner LogoTechnologySolution-specific LogoGenesys Online PartnerDirectoryG-Force SponsorshipG-Force Special RecognitionAwareness and LeadGeneration InitiativesJoint Collateral andSuccess StoriesPress ReleasesGold Partner ExecutiveCouncil Membership G-CertifiedG-Validated Technology PartnerSolutions Catalog Global Partner team approval required FootnotesNot applicable for Services Partners.1ADue to the custom nature of each OEM, OEM baseline pricing is defined for each OEM partner in their contract.2Applicable for Services Partners only if they are providing customer care services and reselling Genesys Care to customers.1page 6
2016 GEN ESY S P AR T N ER N ET W O R K P R OGRAM GUI DEFinancial Benefits1. Baseline PricingVARs’, Specialized Resellers’, and MSPs’ baseline pricing for licenses are based on partnertier and region/sub-region/country level. Cloud Partners’ baseline pricing for usage pricing isgranted based on the partner tier and region/sub-region/country. Baseline pricing is effectiveannually at the start of program year (calendar year). Partner tiers are based on the annualcompliance review with each partner that takes into account each partner’s fulfillment of theGenesys Partner Network requirements.2. Opportunity DiscountVARs, Specialized Resellers, Cloud Partners, and MSPs may earn additional discounts forindividual opportunities based on the partner’s investment in the opportunity development.Criteria that contribute to additional discount include new customer logos or opportunitiessourced by the partner, exclusive Genesys proposals, competitive displacements, etc.Volume and term commitments will be required for Cloud partners in order to receiveopportunity discounts.3. Genesys Care RateVARs, Specialized Resellers, MSPs, and Services Partners are provided Genesys Care rateto compensate them for providing L1/L2 support to end user customers. This rate, for bothnew and renewal maintenance business, is established annually based on market conditionsand partner performance against the Genesys Care KPIs. For more information, pleasecontact your Genesys Care Representative.4. License/SaaS Revenue RebateVARs, Specialized Resellers, Cloud Partners, and MSPs are eligible to participate in theRebate Program. Rebate Program terms and conditions are subject to change annually.Partners must meet tier level requirements for the year in which the rebate is earned andbe in good financial standing with Genesys.5. Opportunity RegistrationOpportunity Registration is available to reseller partners which include VARs, SpecializedResellers, Cloud Partners, and MSPs. This program is not available to all other partnercategories. Registration provides additional benefits for partners who have made aninvestment in opportunity development.The guidelines provide a framework for collaborating with partners on new opportunities.Opportunity Registration is designed to: Identify new incremental and new-logo business sourced by the partner that willclose within 18 months Drive increased communication and trust between Genesys and its partners Reward partners for early identification of incremental opportunities sourcedby the partner Provide a global tracking mechanism for all partiesAn Incremental Opportunity, or lead, is defined as a specific unique deal rather than beingdefined by the company or division purchasing the solution. The Opportunity RegistrationOnline form is available to partners via the Portal.page 7
2016 GEN ESY S P AR T N ER N ET W O R K P R OGRAM GUI DE6. Lead Referral Registration (Cloud/On Premise)The Referral Program is available to all Genesys Partners who are in good standing. LeadReferral requires execution of the appropriate agreement. Referrals are submitted via theGenesys Lead Referral Registration Form available via the Partner Portal. Referrals can becloud referrals, on-premise referrals, or both.The referral should provide Genesys with qualified business leads. The partner who providesa referral is required to engage in the initial stage of the sales process and to actively transferthe relationship over to Genesys.This program is designed to reward companies who provide leads that result in recognizableCloud or on-premise revenue to Genesys.Cloud: Genesys will provide referral fees for valid Cloud leads that result in Cloud/SaaSrevenue opportunities closed by Genesys directly. These fees are defined in the partner’sReferral contract with GenesysOn Premise: Genesys will provide referral credits for valid on-premise leads that result inon-premise revenue opportunities closed by Genesys directly or through partners. Thesecredits are defined in the partner’s Referral contract with Genesys. Opportunities must be affirmatively accepted by Genesys in writing Only accepted registered leads that result in closed Genesys Cloud or Genesys onpremise business will be eligible for the referral fee The referral fee (or credit) is available to Genesys Partners in good standingThe following specific and required value-added activities must be met: Lead must be for an opportunity that was previously unknown to Genesys The referring partner will arrange introductions if requested by Genesys The referring partner will participate in joint presentations to the customer ifrequested by Genesys The referring partner will recommend Genesys exclusively7. Professional Services DiscountVARs, Specialized Resellers, Cloud Partners, MSPs, and Services Partners are entitled todiscounts off the list price of Genesys Professional Services based on category and tier level.Genesys Professional Services discounts are set at the region/sub-region/country level.Partners can contact their Genesys Channel Manager for Genesys Professional Servicesrates. These discounts are not cumulative and cannot be combined with any special offers.8. Genesys University Training DiscountAll Genesys partners are entitled to discounts off the list price of Genesys University coursesbased on their category and tier level. These discounts are not cumulative and cannot becombined with any special offers. Reference the Financial Benefits section of the appropriatePartnership Benefits matrix section.page 8
2016 GEN ESY S P AR T N ER N ET W O R K P R OGRAM GUI DERelationship Benefits1. Channel ManagerVARs, Specialized Resellers, Cloud Partners, MSPs, and Services Partners are assigned anamed Channel Manager at the Gold and Silver tier levels. The Partner Portal is the primarysource of all relevant partner information and should be utilized for all requests. Otherpartners can send inquiries or specific requests to partners@genesys.com.2. Welcome Kit and On-Boarding ToolsGenesys provides all partners a Welcome Kit and On-Boarding Tools once the partneragreement(s) has been signed and fully executed by both companies. The Welcome Kitand On-Boarding Tools are designed to give new Genesys partners information to quicklygain access to the various portals and tools that are allowed for their partner category andtier. New partners who have questions about getting started with Genesys can submitquestions to partners@genesys.com.3. Partner Network Plaque or CertificateGenesys provides VARs, Specialized Partners, Cloud Partners, MSPs, and Services Partnerswith a Genesys Partner Network plaque to proudly share their status as a Genesys partner.Genesys provides Technology Partners and OEM Partners with a PDF Certificate.Questions about the Genesys Partner Network Membership Plaque or Certificate can besent to partners@genesys.com.4. Principles of EngagementThe Principles of Engagement explain how Genesys and partners are expected to interactwith one another. It is not an exhaustive set of rules, rather a set of guidelines to produceconsistent and predictable outcomes in the relationship between Genesys and the partners.These principles are designed to facilitate and foster collaboration between Genesys andpartner teams for strategy and planning with opportunities and accounts.5. Net Promoter SystemAs part of the scorecard evaluation process, the Net Promoter System is a powerfulmeasurement tool that gauges the customer experience with the Genesys brand.Customers are asked to rate their experience with the following question, “How likely wouldyou recommend Genesys to a friend or colleague, on a scale from 0 to 10?” (0 – not at alllikely; 10 – extremely likely).Any action coming from the call with the customer will be analyzed, categorized, prioritizedand assigned to a functional lead that will be responsible to deliver a promised outcome.For partner customers, the follow-up and action plan will be coordinated with the partner.Working closely with partners will help identify issues and take immediate actions to improvethe customer experience and ensure both Genesys and partners provide successfuloutcomes to our mutual customers.6. Genesys Partner ConferencePartners will be invited to participate in global and/or regional Genesys Partner Conferences.These conferences will provide partners access to the latest information around Genesyssolutions and partnership opportunities, as well as networking opportunities with Genesysexecutives and other partners.page 9
2016 GEN ESY S P AR T N ER N ET W O R K P R OGRAM GUI DETechnical Enablement Benefits1. Technical TrainingGenesys University offers a wide variety of technical training choices to accommodate manyunique needs, including recommended learning paths based on a resource’s role and/or theGenesys solution.Visit Genesys University for complete information about Genesys learning solutions.2. Access to Ongoing TrainingGU does not treat a certification as a one-time event; instead it sees this achievement as thebeginning of an ongoing process of building the partner’s knowledge of Genesys productsand solutions. Genesys University offers numerous ways to continue learning throughout thelifetime of a certification.3. Developer Documentation WebsiteGenesys provides partners who have completed the appropriate SDK certifications accessto developer documentation via the Partner Portal. Documentation available includes theGenesys APIs (Application Programming Interfaces), Developer Guides and API References.4. New Product/Release Transfer of Information (TOI) WebinarsTransfer of Information (TOI) webinars are hosted by the Genesys product managementteam to discuss features of newly released Genesys products. Recordings are available topartners via the Partner portal.5. End User License Agreement (Master Software License and ServicesAgreement (MSLSA))Genesys provides an End User License Agreement (MSLSA) template to partners whosell licenses and maintenance services to customers. This agreement template ensures thatpartners are offering license and maintenance terms consistent with the Genesys termsoffered to the partner. This template can be obtained on the Partner portal.6. Genesys Software for Partner LabThe Genesys Partner Network program offers Genesys lab software free of charge (exceptfor third-party products) to all VAR, Specialized Resellers, Cloud, and MSP partners. Thepartner is entitled to software that aligns with the nature of their relationship with Genesys.Free limited technical support is provided with lab software (see description below).Partners must notify Genesys prior to January 15 of each calendar year of their desire torenew the free partner lab software licenses. Free lab software licenses issued to partnersexpire on January 31 of each calendar year.Genesys VAR, Specialized Resellers, Cloud, and MSP partners are entitled for free labsoftware for up to two labs. VAR and Specialized Resellers can request up to 10 seats. Cloudand MSP partners can request up to 25 seats.The partner’s free lab software can only be used on partner-owned hardware in thepartner’s lab. Partner free lab software cannot be on the same lab platform as purchasedGenesys software and cannot be used at a customer or potential customer site.page 10
2016 GEN ESY S P AR T N ER N ET W O R K P R OGRAM GUI DEInitial Free Lab Software Order includes standard Genesys products. Specialty productsthat are relevant to a partner’s business needs can be requested. Free lab software neverincludes third-party software.Free Limited Technical Support with Genesys Lab Software for a Partner LabEligible partners are entitled to free limited technical support for the Genesys lab software,provided the partner is compliant with the Genesys University requirements. Limited technical support is included on the lab software supplied Technical support tickets should be logged by partner personnel who have attained avalid Genesys Certified Services (CCTS) certification Genesys reserves the right to terminate technical support if the number of ticketsraised by the partner becomes too high. The partner will be given a warning, and training will be suggested to help address the situation Critical tickets cannot be submittedOther Restrictions on Free Genesys Lab SoftwareThe following restrictions apply to Genesys Lab Software for Partners: Third-party software is not included in any of the partner lab software Software can only be issued for partner labs located in countries in which the partner iscontractually approved to do business with Genesys Genesys reserves the right to audit and inspect the partner’s lab(s) for compliance atany time Any partner whose contract is terminated or ends will lose all benefits associated withthe Genesys Partner Lab Software. The partner must destroy or return all software,media and licenses received, as directed by Genesys Genesys Partner Lab Software cannot be used to provide training for profit or as arevenue source to the partner, it is for internal use only Genesys Partner Lab Software cannot be used in production, sold or provided to anythird-party. Additionally, the partner lab software cannot be used for customer-specificlab environments Use of the Software is permitted in accordance with the terms and conditions of theGenesys Partner Network Master Agreement and associated agreements, schedules,and attachments Genesys reserves the right to withdraw all benefits associated with the Genesys Partner Lab Software at any time The partner must hold an active GCS8-CCTS – Genesys Support certificationServices, Technology, and OEM partners are provided lab software for a fee unless waivedby Genesys.page 11
2016 GEN ESY S P AR T N ER N ET W O R K P R OGRAM GUI DE7. Demo ToolsVARs, Specialized Resellers, Cloud Partners, MSPs, and Services Partners haveaccess to sales demonstration tools that enable them to show customers andprospect the comprehensive capabilities of Genesys solutions. There are two types ofdemo tools available:DEMOSRVThe Genesys DEMOSRV is a VMware-based virtual machine that contains the majority ofGenesys software pre-installed and configured for use as a demonstration tool. It is availableto VARs, Specialized Resellers, Cloud Partners, MSPs, Services Partners, and TechnologyPartners via the Partner Portal.G-DEMOG-DEMO is a cloud-based portal that allows users to act as contact center agents and easilydemonstrate Genesys products in action, including the Genesys Mobile solution—directlyfrom their mobile device. No other machine is required to perform the demos sinceeverything is powered from the cloud. It is available to VARs, Specialized Resellers, CloudPartners, MSPs, and Services Partners. Access can be requested via the Partner Portal.Sales Enablement Benefits1. Partner PortalThe Partner Portal is intended to be the central source for all partners and is the repositoryof all information business plans, opportunity registrations, quotes, forecasts, performancescorecards and more.Portal Access is granted to partners based on partner category and tier level. To requestportal access, send an email to partners@genesys.com or visit www.genesys.com/partnerportal.2. Online Sales TrainingGenesys offers a series of free online partner sales training modules designed to provide fullunderstanding and relevant knowledge of Genesys solutions. These courses are accessiblethrough the Genesys Partner Network portal.3. Partner Webinars and CommunicationsGenesys believes in keeping its partners informed with the latest product, competitive andprogram information via regular live partner webinars. These sessions are also recorded sothat partners can view them at any time from the Genesys Partner Network portal.Partners can subscribe to receive the monthly partner newsletter,“Genesys PartnerNetwork Insider”, that provides timely updates on company initiatives, product news, events,sales and marketing tools, training updates, partner success stories, among others.To receive invitations to the webinars and to subscribe to the monthly newsletter, write topartners@genesys.com with “Subscribe” in the subject line.4. Genesys Briefing CentersPartners may utilize the Genesys Briefing Centers to bring their customers and prospects forlive Genesys product demonstrations and meetings with resident product experts. Locationsinclude: Executive Briefing Center – Daly City, California, US;page 12
2016 GEN ESY S P AR T N ER N ET W O R K P R OGRAM GUI DECustomer Experience Center – Frimley, UK; and Demo Center – Melbourne, Australia.Partners may contact their Genesys Channel Manager to schedule a visit to one ofthese facilities.5. Partner Recorded Videos in Genesys Briefing CentersGold Partners and select other partners (by invitation only) are able to work with Genesysto create a video demonstration of the partner’s value proposition and capabilities. This videowill be shown in public areas of the Genesys Briefing Centers on a regular basis to provideGenesys customers and prospects more exposure to Genesys partners. Partners will beinvited to work with Genesys Technical Marketing to develop an appropriate high-qualityvideo for display in the Briefing Centers. This is an annual benefit and partners may berequired to provide funding in the future to maintain their videos in the Briefing Centers.6. Genesys Pricing and RFP ToolsGenesys provides pricing guides, quote tools, and RFP tools to enable ordering of Genesysproducts. These tools are available via the Partner Portal.All information obtained via these tools, from Genesys employees, other Genesys sourcesand on the Genesys Partner Network portal are confidential and proprietary informationof Genesys, subject to confidentiality obligations set forth in the Genesys Partner NetworkMaster Agreement and associated agreements, schedules, and attachments. Email questionsto partners@genesys.com.Marketing Benefits1. Genesys Partner Network LogoGenesys expects partners to promote their relationship with Genesys by displaying theirdesignated Genesys Partner Network logo as follows: On the partner’s web site On proposals containing Genesys products and services On other optional marketing media, such as business cards, joint collateral, trade showdisplays, advertising, press releases, etc.Use of the Genesys Partner Network LogoPartners are only able to display the relevant Genesys Partner Network logo uponattainment of the appropriate certifications Partners must only use the approved Genesys Partner Network logo file provided byGenesys Marketing When used on a partner’s web site, the Genesys Partner Network logo must, whenclicked on, take the user to the Genesys Partner Directory entry relevant to the partner.The directory entry will give details of the partner relationship and the partner categoryand
2016 GENESYS PARTNER NETWORK PROGRAM GUIDE Genesys Partner Network Partner Categories The Genesys Partner Network is comprised of 10 partners categories: Value Added Resellers (VARs) provide pre-sales expertise, post-sales deployment and support services, and frequently deliver value add applications on the full suite of Genesys products.
