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Product DatasheetGenesys Customer InteractionManagement Platform 8.0 —Enabling Dynamic Customer EngagementCustomer Service — an Integral Part of theBusiness ProcessOne of the biggest challenges facing enterprises today is that customer serviceoperates separately from the rest of the enterprise. In many organizations, forexample, systems, channels, and applications operate in silos, which results inan inconsistent customer experience and a costly customer service operation. To solvethis, you need a platform that will help you manage the way customers interact withyour business across all touch points. Genesys Customer Interaction Management isthat platform.Solution OverviewThe Genesys Customer Interaction Management (CIM) Platform 8.0 is the core ofthe Genesys solution suite. It provides a single environment for designing, deploying,and managing real-time customer interactions.Interactions and related activities are routed and reported on based on yourspecific business criteria, providing a universal view of the management of everycustomer interaction. Channels such as voice, e-mail, and Web, as well as emergingchannels such as video, SMS, chat, and mobile are funneled through the GenesysCIM platform and handled in a consistent manner according to company-definedinteraction strategies.Companies are increasingly consolidating their communications equipment andvirtualizing their resources. With Genesys CIM, this virtualization can happenregardless of the deployment model — on premise, in a cloud environment, or in ahybrid model. Genesys CIM makes it easy to route interactions to a person regardlessof their physical location; this opens up a myriad of service options — includingleveraging non-contact center personnel — to optimize the customer experienceand potentially reduce contact center staffing requirements.

Product Datasheet: Genesys Customer Interaction Management Platform 8.0Highlights Modular so that enterprises can choose anycommunication channel —― including voice, video,IP telephony, e-mail, chat, SMS, Web, mobile, workitem, and self-service —― ―to handle customerinteractions from a unified platform. Enables advanced routing of every customerinteraction via a universal routing engine thatprovides a single queue for customer transactionsacross all channels. High flexibility allows you to achieve your businessgoals as they relate to the customer’s experience—― ―cutting costs, meeting SLAs, and optimizingthe experience of high value customers. Enterprises can easily leverage customer data andcontext to orchestrate the resources of the company—― ―while minimizing costs —― ―to provide a consistentcustomer experience across all touch points. Centralizes development and administration ofcustomer workflow to simplify management of allcustomer interactions. Open and standards-based, developers can accessdata from across the enterprise whether it’sstored in legacy data systems or current databaseswith SOA. Supports a comprehensive application programminginterface and software development kits (API/SDK),enabling a rich ecosystem of third-party applicationsfor business solutions and customizations. Integrates with your existing contact centerinfrastructure —― including TDM, IP, cloud-based, andhybrid environments —― to leverage legacy investmentsand enable seamless migration to newer solutions. page 2Administration and management of customer treatmentstrategies is easier to control and maintain with a consistent set ofdevelopment and administration tools. In addition to providinga consistent set of tools, Genesys CIM integrates with yourexisting contact center infrastructure, allowing you to leveragethat investment and still deploy a state-of-the-art customerservice platform.The Genesys CIM platform directs a universal queue of allcustomer interactions via the industry’s most robust, flexible, andscalable routing engine — with the capacity to route nearly onemillion calls and more than 40,000 e-mails per hour.Enabling Dynamic Customer EngagementGenesys CIM is an open, multi-vendor, and infrastructure agnosticplatform that manages the entire life cycle of any customerinteraction handled by your customer service organization.The Genesys CIM platform features: Integration into enterprise-wide Service-OrientedArchitecture (SOA) environment Support of SCXML for robust and effective customer servicesession scripting and processing Capability of context-sensitive and event-driven interactionsfor customer service orchestration Enablement of dynamic customer interactions via Web 2.0,social networking, and mobile customer careThe Genesys CIM platform unifies the operational performanceand efficiency of customer service by intelligently routingcustomer interactions to reach the best available resource andachieve first call resolution (FCR).Enterprises can select any combination of interaction optionspowered by the CIM Platform, such as Genesys Inbound Voice,Genesys SIP, Genesys Outbound Voice, Genesys OutboundPreview, Genesys E-mail,Web Media, Genesys Web Collaboration,Genesys Chat, Genesys SMS, Proactive Notification, Genesys UCConnect, and Genesys iWD (intelligent Workload Distribution).

Product Datasheet: Genesys Customer Interaction Management Platform 8.0DYNAMICCUSTOMER ENGAGEMENTOPTIMIZATIONCross tomer InteractionManagement OptimizationOpenSystems page 3GENESYSSOLUTIONS / PRODUCTSCross urceOptimizationWFO /WFMADVANCED ROUTINGOpenSystemsSIPUC VE gure 1 - Genesys CIM Platform Enables Dynamic Customer EngagementKey Capabilities —― Interaction Management Allows for synchronization of the customer service strategy across theorganization — linking contact center customer interactions to businessprocesses Maximizes agent productivity with automatic prioritization and blendingof any customer service interaction type — voice, video, e-mail, chat, Web,SMS — with other service-related activities, such as off-line fax and workitem processing“Genesys’ Customer InteractionManagement Platform and othercomponents of its contact centerportfolio support a broad suite ofhighly scalable and fully-featuredcontact center infrastructureapplications.”Gartner Magic Quadrant of ContactCenter Infrastructure - 2010 Provides many options for the most efficient use of personnel such as, costbased routing, skills-based routing, and many others Fosters consistent treatment of all interactions Delivers an unsurpassed choice in interaction types Connects to your current communications infrastructure, allowing youto achieve your customer service goals while leveraging your existinginvestment.Key Capabilities — Integration and CentralizedManagement Enables end-to-end lifecycle management of customer interactions Allows for management of the conversation with the customer, triggeringan SMS or e-mail, for example, after an agent interaction Built to make the process of creating and maintaining routing strategies easy“Genesys helped us meet our goalof answering 70% of all calls within20 seconds. Last year we reached74%, which is our best result ever,and our customers tell us that theyare very satisfied with our service.”Jørn Ringen,Concept Developer - ―Customer Service,Norsk Tipping

Product Datasheet: Genesys Customer Interaction Management Platform 8.0 page 4Table 1: Next-Generation Router and Orchestration ServerFeaturesBenefitsProvides basic to highly sophisticatedrouting functionality including Screen Pop,Data-Driven Routing, Agent Profile/SkillsBased Routing, Cost-Based Routing, LastAgent/Relationship-Based Routing, ServiceLevel Routing, and Workforce Routing (forone or a combination of media types), etc. Regardless of the interaction type, provides agents withcustomer attached data for increased time savings and moreefficient handlingRouters can now be realized with SOAarchitecture, where the routing strategycan be provisioned through an externalapplication server/Web Server Improves system agility by incorporating “open standards” forshorter turn-around time and extensibility Leverages existing enterprise infrastructure and applicationsthrough data and application integration Maintains system flexibility to incorporate changes and re-useapplications to achieve cost savings and efficiencyEmbraces open scripting functionality withsupport of SCXML (State Chart XML) andembedded ECMA/Java scripts Leverages existing resources to construct applications for allinteractions with shorter turn-around time Develops applications with open architecture via flexible and easyintegration with back-office and front-office applications Improves re-usability and extensibility of applicationsLeverages and enables existingapplications by provisioning through WebServer / Application Server Easily extends Genesys solutions across various enterpriseapplications, including custom work flows, ERP, and CRM Simplifies operational management with single platform for routingand managing all interactions and resourcesSupports open integration with externalapplications such as Business RuleManagement Systems (BRMS) and BusinessProcess Management (BPM) systems Provides business leaders more control by leveraging externalBRMS/BPM tools and real-time information Matches customers’ needs with the right resource for optimalcustomer service and resource utilization; engine performanceenhancements enable complex skills-based routing for the mostefficient use of resources Reduces costs by leveraging and integrating with existing enterpriseBRMS toolsKey Capabilities — Insight (Reporting)“Genesys, in combination withthe other key elements of ourcontact center infrastructure,is enabling us to handle verylarge call volumes and stillprovide high quality customercare. Scalability, flexibility, anda clear roadmap made Genesysthe right choice.”Jai Menon, Director,Technology & Customer Service,Group CIO, Bharti Enterprises Provides a complete customer conversation history across contact methods —customer in IVR, customer to agent, SMS to customer Provides a real-time metrics engine Provides real-time operational statistics

Product Datasheet: Genesys Customer Interaction Management Platform 8.0 page 5Table 2: Genesys ComposerGenesys ComposerAs a part of the Genesys CIM Platform, GenesysComposer is a fully integrated interaction designtool. It provides a set of graphical user interfaces(UIs) and toolsets required to perform developmentrelated tasks. Genesys Composer presents tasksin a similar way across multiple types of Genesysapplications. It uses consistent navigation andpresentation metaphors to improve the designexperience. Genesys Composer provides both dragand-drop graphical development of call-flows androuting strategies, as well as syntax-directed editingof these applications.FeaturesSingle integrateddevelopment toolfor all Genesysapplications,including bothself-service andassisted-service.Benefits Improves productivity with common look-and-feel,navigational metaphors, and component reuse.Shortens development cycle with common usageof tools for all Genesys applications. Provides a graphical user interface for defininginteraction processing stages, including real-timerouting strategies and business processing steps Highly customizable ― users can personalize the UIto improve productivity Visual debugging allows users to isolate issues inthe lab, saving time and expenseDesign end-to-endcustomer experiencestrategies for allchannels Enables development of voice self-serviceapplications and routing workflows based onbusiness-driven use cases to improve the customerexperience and optimize service delivery.Supports integrationto third-party plugins, including sourcecode managementsystem Allows design team to collaborate on applicationdevelopment while maintaining applicationintegrityFigure 2 - Genesys Composer: Application Development Environment