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Panel discussion. # ServProvSummit t o provide live feed-backs!. Mr. Emmanuel Sutter. Head of Marketing for Value Added Solutions at Deutsche Telekom Product development and marketing Cloud-based contact center, conferencing & collaboration and business numbers

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panel discussion

Panel discussion

  • #ServProvSummitto provide live feed-backs!
mr emmanuel sutter
Mr. Emmanuel Sutter
  • Head of Marketing for Value Added Solutions at Deutsche Telekom
  • Product development and marketing
  • Cloud-based contact center, conferencing & collaborationand business numbers
  • 17 years experience in strategy, innovation, marketing, product management and development
  • Contact Center as a Service
    • Cloud-based contact and customer interaction centers
    • From 10 to over 1,000 agents
    • Multimedia (voice, mail, web, mobile)
    • Flexible pay-per-use
    • Quick time to market
    • Sales and marketing partnership w/ Genesys
mr paul akister
Mr. Paul Akister
  • Director of Contact Centres at British Telecom
  • Responsible for end to end Contact Centre technology
  • High focus on efficiency and costs control
  • 15 years experience in design, integration and operations
  • Retail
    • 200k plus interactions per day – voice, email, chat, web & WFM
    • 15k advisors – 3,4k offshore, 45 sites
    • Genesys: Inbound, Outbound, WFM, MIS
  • Harrier
    • 30k voice, 5k email,12k OpenMedia interactions per day
    • 12k advisors – 80+ sites
    • Genesys: SIP virtualization & consolidation, Inbound, Outbound, WFM & IWD
mr enrico bagnasco
Mr. Enrico Bagnasco

Head of Wireline Networks at Telecom Italia

  • Innovation, design and engineering of the wireline network & service platforms
  • Core control, multimedia services, customer services, home networking, fixed lines terminals, broadband access
  • High focus on end-to-end service levels for operations
  • Experience: design and engineering
  • Telecom Italia Contact Center
    • 1m interactions per day – voice, mail, SMS
    • 5,5m self-care interactions per day
    • 22k agents – 6k outsourcers, 100 sites
    • 50m customerlines
    • Genesys: SIP/IMS consolidation
  • Hosted Contact Center
    • Customer: DHL Italy
    • 1,000 advisors – 4 sites plus 2 outsourcers
    • Genesys: Hosted IMS
telecom italia ip contact center
Telecom Italia IP Contact Center

In the Telecom Italia Solution Genesys Sip Server (G-AS) is one of the “network applications”

Framework Genesys 8.1

  • Innovative architecture based on G-AS to eliminate all the hardware on premises: ACD, CTI link
  • Flexible managing of Outsourcers and CC Agents
  • Enablement of Hosted Contact Center services. First Client: DHL

ASCC

OSP

G-AS

Service Layer

SSW

HSS

CSCF

Control Layer

Advisors