7:00 a.m.–7:00 p.m.

7:00 a.m.–8:30 a.m.

Breakfast in Partner Pavilion
Presented by Qwest Communications International, Inc.

8:30 a.m.–9:30 a.m.

Welcome Address
Engage Your Vision
Wes Hayden, President and Chief Executive Officer, Genesys

9:30 a.m.–10:00 a.m.

First Global Capital—A 2008 Success Story
Michael McBrien, Sales Director, Genesys

10:00 a.m.–10:30 a.m.

Refreshment Break in Partner Pavilion

10:30 a.m.–11:15 a.m.

Enabling Your Vision
Brian Galvin, Vice President, Product Management, Genesys

11:15 a.m.–11:25 a.m.

Voice Idol Demo

11:25 a.m.–12:10 p.m.

Nuance Customer Panel: Speech, The Final Frontier—A Panel on Speech Adoption and Evolution
Steve Chambers, President, Speech Division, Nuance Communications, Inc.

12:10 p.m.–12:20 p.m.

Voice Idol Demo

12:20 p.m.–1:05 p.m.

Lunch
Presented by eSOON Communications International Corporation

1:05 p.m.–1:35 p.m.

Dessert and Coffee in Partner Pavilion
Presented by IBM

1:35 p.m.–2:05 p.m.

Merrill Lynch, A Customer Case Study
Chris Reimers, Director, Client Services Technology, Merrill Lynch

2:05 p.m.–2:35 p.m.

On Star, A Customer Case Study
Steve Buckus, Director, IT Operations, On Star

2:35 p.m.–2:45 p.m.

Voice Idol Demo

2:45 p.m.–3:00 p.m.

Break

3:00 p.m.–4:00 p.m.

Breakout Series #1
101. "Comcastic" Customer Service
201. Improved Customer Satisfaction Starts with Speech
301. EZactor—Solution for Eliminating the Communication Silos
401. Top Contact Center Trends Affecting You: Analyst/Consultant Panel
501. Delivering Harmony: A Case Study on XM Satellite Radio
502. One Company's Key to Success—Combining a Centralized/De-Centralized Support Strategy
601. The IP Revolution

4:00 p.m.–4:30 p.m.

Refreshment Break in Partner Pavilion
Presented by Microsoft

4:30 p.m.–5:30 p.m.

Breakout Series #2
102. Technology and the Profitable Non-Profit
202. Bring Contact Center Effectiveness to Your Non-Voice Interactions and Customer Processes
302. How Customers are Using Voice and Integrated Solutions to Innovate Contact Centers
303. Enterprise Benefits of Using a Hosted IVR Solution
402. From Service to Sales: A Practical Approach for Making the Leap into Upselling
503. Managing the Multimedia Contact Center with Genesys Reporting and Workforce Management
602. Adding Value and Reducing Costs with Integrated Self-Service

6:30 p.m.–8:00 p.m.

Partner Pavilion Reception

8:00 p.m.–11:00 p.m.

G-Force Party (Treasure Island Pool)
Presented by Microsoft Windows Vista

7:00 a.m.–5:00 p.m.

Registration
Cyber Café
Presented by Verizon Business

7:00 a.m.–9:00 a.m.

Breakfast in Partner Pavilion
Presented by Siemens Communications, Inc.

9:00 a.m.–9:30 a.m.

Global Customer Care at Yahoo!
Tish Whitcraft, Vice President, Global Customer Care, Yahoo!

9:30 a.m.–10:00 a.m.

The Vanguard Group, A Customer Case Study
Craig Clark, Contact Technologies Manager, The Vanguard Group

10:00 a.m.–10:30 a.m.

Refreshment Break in Partner Pavilion

10:30 a.m.–11:30 a.m.

Keynote Presentation: The Power to Win!
Sugar Ray Leonard, Former Professional Boxer and Olympic Medalist

11:30 a.m.–11:35 a.m.

Voice Idol Winner Announced

11:35 a.m.–11:45 a.m.

Innovation Awards
Joseph Heinen, Vice President, Marketing, Genesys

11:45 a.m.–12:00 p.m.

Words from Wes
Wes Hayden, President and Chief Executive Officer, Genesys

12:00 p.m.–1:00 p.m.

Lunch
Presented by Virtual Hold Technology, LLC

1:00 p.m.–2:00 p.m.

Breakout Series #3
103. You Can't Manage the Customer Relationship... Until You Manage the Customer Experience
203. Improve Business Results through Genesys Advanced Routing
304. Beyond Voice—The Impact of Brand in Your Contact Center
403. Migrating to an IP Telephony System: Design, Applications and Cost Benefits
504. Implementing an Integrated Self-service Strategy with Back-End Systems with GVP EE!
505. It's Hot: Using Open SIP-Based Standards to Consolidate and Centralize Voice Systems!
603. Using CIM to Extend Genesys Into the Enterprise

2:00 p.m.–2:15 p.m.

Break

2:15 p.m.–3:15 p.m.

Breakout Series #4
104. Balancing the Challenges of Today's Contact Centers—Cost, Revenue and Quality
204. Open IP: Compelling Business Drivers for Deploying IP in the Contact Center
305. Virtualizing Internal and Outsourcer Operations Using an Intelligent Network Powered by Verizon Business and Genesys
306. Ticketmaster's New Hot Ticket: Speech Self-service
404. The Other Side (Gotchas) of IP Telephony Migration
506. Creating a Better Everyday Life for Many People
604. Genesys, Optimization and Your Contact Center: A Winning Combination

3:15 p.m.–3:30 p.m.

Break

3:30 p.m.–4:30 p.m.

Breakout Series #5
105. Genesys Outbound Contact Solution—How it Helped Grow Sales by 44%
205. Get F.I.T. with GETS—Genesys Enterprise Telephony Software!
206. Powerful Managed Services Using the New Customer Interaction Portal
307. 1-800-Flowers: Maximizing Agent Productivity and Resources Through Hosted Speech
405. Practical Considerations When Migrating Your Self-service Applications
507. Discover the Power of Presence and Instant Messaging in the Contact Center
605. Stop Reporting Frustration with the New Genesys Data Layer!

4:30 p.m.–4:45 p.m.

Break

4:45 p.m.–5:45 p.m.

Breakout Series #6
106. Improving Efficiency and Customer Service with "Skills-Based Routing" for Customer Service Processes and Interactions
207. Improved Operations Management with Reporting and Analytics
308. How Telstra Transitioned from a Genesys User to a Successful Managed Service Provider
406. Self and Assisted Service: It's Not An Either/Or Decision When You Add Speech
606. Running the Numbers: Genesys Applied Research and Contact Center Optimization

5:45 p.m.

G-Force Ends

7:00 a.m.–8:00 p.m.

Registration

8:00 a.m.–12:00 p.m.

Education Day Sessions
Genesys Voice Platform Troubleshooting
Info Mart Overview

12:00 p.m.–1:00 p.m.

Lunch

1:00 p.m.–5:00 p.m.

Education Day Sessions
Framework and Routing Troubleshooting
Genesys IP Contact Center Solutions