Genesys_产品技术交流

Genesys公司及产品介绍王俊海资深技术顾问SBABS电话：[phone]E-mail:[e-mail]©2001GenesysTelecommunicationsLaboratories,Inc.Page2Headquarters:SanFrancisco,CAWhollyOwned,IndependentSubsidiaryofAlcatel-OperatingasGenesys1,000employees,locatedin45officesworldwideRecognizedleaderinCTI/UniversalQueuesolutionsforthecontactcentermarketplaceInstalledbase:2,000customers2million+seats200+milliondailyinteractionsandGROWING!!!Genesys公司概况©2001GenesysTelecommunicationsLaboratories,Inc.Page3CRMExcellenceAwardCallCenterCRMSolutionsMagazineMarketEngineeringAwardMarketEngineeringCompetitiveStrategyAwardFrost&SullivanGenesysasoneofAmerica's100fastestgrowingtechnologycompaniesBloombergPersonalFinanceGenesysranksamongAmerica'sfastestgrowingcompaniesIndividualInvestorMagazineGenesysRanksinTop10%ofBayArea'sFastest-GrowingPublicCompaniesSanFranciscoBusinessTimes7thMostDynamicSoftwareCompanyForbesASAPMagazine业界的肯定－获奖记录（1）©2001GenesysTelecommunicationsLaboratories,Inc.Page4ProductoftheYearGenesysG6SuiteProductoftheYearGenesysInternetContactICCMBestofShowGenesysInternetContactCTExpoBestofShowGenesysInternetContactProductoftheYearGenesysWorkforceManagementFallCTExpoBestofShowGenesysWorkforceManagerCTIExpoFallBestofShowGenesysCCAnalyzerProductoftheYearGenesysVoicePortal业界的肯定－获奖记录（2）©2001GenesysTelecommunicationsLaboratories,Inc.Page5Genesys全球领导品牌UnitedStates53%59%Source:DatamonitorEurope,MiddleEast&AfricaSource:Frost&SullivanPANASIA52%Source:Frost&SullivanGenesysOthersAvayaGenesysCiscoGenesys53%59%56%©2001GenesysTelecommunicationsLaboratories,Inc.Page6研究机构:GartnerResearchAug2001市场评比第一©2001GenesysTelecommunicationsLaboratories,Inc.Page7技术最强&专利最多GenesysPeopleSoftBroadvisionSiebelKanaBEAInteractive96050100322012330PatentsIssued©2001GenesysTelecommunicationsLaboratories,Inc.Page8AT&TWirelessAxtelBellCanadaBellMobilityCellularBellSouthBouyguesTelecomBritishTelecomDeutscheTelekomJ-PhoneKPNNTTQwestSBC(Ameritech,SWB,PacBell,Cingular)SoneraSprintTelecomItaliaTelefonicaTeliaTelstraVerizon(BellAtlantic,PrimeCo,AirTouch)WorldComOver80%ofthetop150telcosareGenesyscustomersGenesys在电信业中的应用处于领导地位©2001GenesysTelecommunicationsLaboratories,Inc.Page9ABNAMROAIGAllianzAXABankofAmericaBarclaysCharlesSchwabChaseChinatrustGoldmanSachsNordeaBankMerrillLynchNationwideBuildingSocietyNationwideInsuranceOldMutualOverseasUnionBankT.RowePrice20thCenturyVanguardVISAWellsFargoZurichInsuranceLeadersinFinancialServicesGenesys在金融业中的应用处于领导地位©2001GenesysTelecommunicationsLaboratories,Inc.Page10StrongBrands/StrongCompanies1-800FlowersAirCanadaAmazon.comAnsettAustraliaAccentureAustralianTaxOfficeBertlesmanBMWBudgetRentaCarChryslerFordMotorCo.GeneralMotorsCorp.HomeShoppingNetworkIntuitMercedes-BenzMotorolaSearsSentoSUNGenesys在其他行业中同样占有广泛市场©2001GenesysTelecommunicationsLaboratories,Inc.Page11Verizon30,000AgentsBT25,000AgentsAmeritech8,500AgentsMCIWorldCom6,700AgentsBankofAmerica6,000AgentsTelstra15,000AgentsChase3,500AgentsCharlesSchwab3,000AgentsFingerhut2,700AgentsBarclays2,500AgentsPrimeCo2,000Agents强大的可扩容性©2001GenesysTelecommunicationsLaboratories,Inc.Page12ScalableHighlyAvailableReliablePerforming30,000agentsacross25centers99.96%uptimefor44,400,000calls&300,000emails10,000,000calls/monthGenesyssolutionsareprocessing200,000,000+interactionsdaily“SHARP”-系统效能体现©2001GenesysTelecommunicationsLaboratories,Inc.Page13G6所提供的各种解决方案组合解决PhoneCallsNewMediaCenter(email)OnlineServicesGroup(Web)FutureTouchPoints(WAP,PDAsetc.)UniversalWorkflowInternetContactCenterEnterpriseRoutingNetworkRoutingOutboundContactCenterWorkforceManagementFramework©2001GenesysTelecommunicationsLaboratories,Inc.Page14DesktopToolkit•DCOM•OCX•COM/OLE•Corba•JAVA•DDE•TAPI•....DatabaseSupport•Oracle•Informix•DB2•MS-SQL•Sybase•Middleware•....F/O&B/Osupport•Siebel•Peoplesoft•Clarify•Remedy•SAP•Broadvision•....OSSupport•Solaris•Sun•OS•HP/UX•AIX•NCR•NT•Unix•....NetworkSupport•Sprint•MCI•AT&T•Stentor•....ACD/PBXSupport•Aspect•Lucent•Nortel•Siemens•Ericsson•Alcatel•Fujitsu•Harris•华为•....InternetSupport•e-mail•WEB•Chat•....DialerSupport•Dialogic•G3•Aspect•Spectrum•....IVRSupport•Intervoice•Brite•Periphonics•Edify•Conversant•DT/6000•Meridian•Syntellect•Premiere•....GenesysFrameworkG6采用完全开放的平台架构©2001GenesysTelecommunicationsLaboratories,Inc.Page15管理层配置层渠道层服务层报表层解决方案Genesys分层式核心架构CCPulseCCAnalyzerT-ServerStatServerDBServerDesktopAPISolutionControlServerMessageServerSolutionControlInterfaceConfigurationServerConfigurationManagerConfigurationWizards©2001GenesysTelecommunicationsLaboratories,Inc.Page16Genesys核心架构之配置层功能：集中配置维护所有解决方案与组件数据访问接入控制特点：实时生效向导驱动(模板)远程控制分类管理功能强大操作简易ManagementLayerMediaLayerReportingServicesLayerConfigurationLayer©2001GenesysTelecommunicationsLaboratories,Inc.Page17功能：集中控制各个解决方案的开启集中监视各个解决方案的运行状态实时获取系统运行日志客制化告警通知自动出错管理特点：集中实现远程操作告警反应及时Genesys核心架构之管理层ManagementLayerConfigurationLayerMediaLayerServicesLayerReporting©2001GenesysTelecommunicationsLaboratories,Inc.Page18Genesys核心架构之媒体层（1）功能：GenesysFramework的核心T