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Engage the Experts
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Sessions will be
led by a variety of users, Genesys experts, partners and speakers
from some of the world's leading companies. You'll also hear real
case studies from customers who utilize Genesys to deliver superior
customer service at lower costs.
Keynote Speaker
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Sugar Ray Leonard
Former Professional Boxer and Olympic
Medalist
Exclusively Represented by the Washington
Speakers Bureau
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Sugar Ray Leonard is an international sports
legend and has remained active in the boxing community. He is the
host of the boxing reality show, The Contender, on ESPN.
Having learned to box at the age
of 14, Mr. Leonard's illustrious career includes three National
Golden Gloves titles, two AAU championships and the 1975 Pan-American
Games crown. After winning a Gold medal in boxing at the 1976 Olympic
Games, he turned professional.
He went on to defeat some of the
finest boxers of the modern era, including Wilfred Benetiz, Roberto
Duran, Thomas Hearns and Marvin Hagler. During his twenty-year professional
career, Mr. Leonard won World Titles in the Welterweight, Junior
Middleweight, Middleweight, Super Middleweight and Light Heavyweight
Divisions, a record that stands to this day. He has also had a successful
career as a television broadcaster for NBC, ABC, HBO and ESPN.
Featured Speakers
More than 40 speakers and Genesys executives
will be presenting at G-Force 2006. Some of our featured speakers
and Genesys presenters are noted below. We are continuoulsy adding
to this list, so please check back often.
Steve Buckus
Steve Chambers
Craig Clark
Brian Galvin
Wes Hayden
Michael McBrien
Chris Reimers
Tish Whitcraft
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Steve
Buckus
Director, IT Operations
OnStar |
Steve Buckus joined OnStar Information
Systems and Services in March of 2004. In his current position as
director of IT operations, he is responsible for the 7 x 24 operation
of the OnStar systems and the ongoing EDS Data Center contract.
Mr. Buckus began his career in 1981 as
a systems programmer for Roadway Express in Akron, Ohio. He held
a number of positions for Roadway prior to the company spinning
off the Roadway Express division and becoming Caliber Services,
which was acquired by FedEx in 1998. At this time, Mr. Buckus was
the senior manager of the Caliber Data Centers. He was promoted
to director in 2000 while at the FedEx Ground division and he moved
to Memphis for FedEx to take over as director of distributed systems
in August of 2000. In early 2001, he took over as the director of
global IT infrastructure at The Goodyear Tire and Rubber Company.
He received his bachelor's of business
administration from Kent State University in computer science.
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Steve
Chambers
President, Speech Division
Nuance Communications, Inc. |
Steve Chambers leads the company's global
efforts for the speech division. Recognized as one of the top executives
in the speech industry, Mr. Chambers has successfully applied his
marketing and strategic leadership to a vision for mainstream speech
applications and has helped position Nuance as the premier provider
of speech technologies, applications and solutions. He joined Nuance/ScanSoft
in August 2003 when the company acquired SpeechWorks, where he served
as senior vice president of worldwide sales and chief marketing
officer since 1999.
Previously, Mr. Chambers held chief marketing officer roles at Arbortext,
Inc., VDOnet and PictureTel Corporation. Prior to PictureTel, he
was a consultant for a division of McKinsey Corporation.
He holds a B.A. from Wesleyan University, and an M.B.A. and M.S.
in communications and science from Boston University.
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Craig
Clark
Contact Technologies Manager
The Vanguard Group |
Craig Clark has been in the voice telecommunications
industry for 24 years. He has held his current role as the manager
of contact technologies with The Vanguard Group of Investment Companies
since 1997. Mr. Clark manages the department within Vanguard Technical
Operations Group that has functional and architectural responsibilities
for client contact technologies. These responsibilities include
Avaya PBX/IP and ACD systems; Genesys systems, framework, ERS/Routing,
High Availability, Reporting and Info Mart and Genesys Voice Portal;
Pipkins Work Force Management; INOVA and SYMON display board systems;
NICE call recording and client analytics.
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Brian
Galvin
Vice President, Product Management
Genesys |
Prior to joining Genesys as vice president of product management
in 2004, Brian Galvin was the founder and principal of a small consultancy
focusing on call center optimization. His customers included many
of the world's largest companies, especially in the financial services
and telecommunications markets. He has served as a vice president
(enterprise architecture) for SAIC, a large systems integrator,
and was one of Genesys' earliest employees, serving as director
of operations from 1995 to 1999.
Before originally joining Genesys in 1995, Mr. Galvin was a nuclear
engineer in the U.S. Navy for 13 years. Mr. Galvin has published
numerous articles in both scientific and business publications,
and is the author of two patents and three pending patents relating
to Genesys technologies.
Mr. Galvin is a graduate of Harvard University (biochemistry) and
earned a master's in physics from the Naval Postgraduate School
in Monterey, California.
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Wes
Hayden
President and Chief Executive Officer
Genesys |
As president and chief executive officer
for Genesys, Wes Hayden is responsible for setting the company direction
and managing overall operations. Previously, Mr. Hayden served as
senior vice president for the Americas.
Prior to joining Genesys in 1999, Mr. Hayden
was vice president of the central U.S. region for Informix Software,
a provider of database management systems. He has also held sales
and sales management positions with Sun Microsystems, Digital Equipment
Corporation and Applied Data Research.
Mr. Hayden holds a bachelor of science
degree from the University of Illinois, Champaign-Urbana, and a
master of business administration degree from the Kellogg Graduate
School of Management at Northwestern University. He currently serves
on the board of trustees for the Glenkirk Foundation in Northbrook,
Illinois and on the board of directors of the International Women's
Democracy Center (IWDC) in Washington, D.C.
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Michael
McBrien
Director, Voice Platform Sales, Americas
Genesys |
As director of Genesys Voice Platform sales for the Americas at
Genesys, Michael McBrien is responsible for managing a team of sales
specialists in the Americas and supporting their voice self-service
sales efforts.
Prior to joining Genesys in 2003, Mr. McBrien was a sales director
at TuVox, a voice applications development company. He has also
held sales and sales management positions with S1 Corporation, Edify,
Financial Fusion and Intervoice.
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Chris
Reimers
Director, Client Services Technologies
Merrill Lynch |
Chris Reimers is the director of Client
Services Technologies within Merrill Lynch's Global Private Client
Technology organization. He is responsible for leading the development
and support of the firm's call center technology platform including
the IVR, CTI, CRM and Service Management applications. He has been
with Merrill Lynch from 1984 to 1989 and from 1996 to the present.
From 1984 to 1989, Mr. Reimers worked within
the call center business units. For the period 1989 to 1992, he
was a telecommunications consultant for Hildebrandt, Inc. In this
role he assisted enterprise clients in a wide variety of telecommunications
areas including call centers, PBX and voicemail and networking.
In 1992, Mr. Reimers accepted a position as manager of telecommunications
with Coach, Inc.
Mr. Reimers returned to Merrill Lynch in
1996 to manage a virtual call center project that led to the implementation
of the Genesys CTI applications that are a cornerstone of the firm's
award winning call center infrastructure. In 1999, he assumed management
of the Integrated Voice Response (IVR) applications and has lead
the migration of this platform to an outsourced, fully speech-enabled,
VoiceXML-based infrastructure. Today he also manages the firmıs
call center-based Siebel applications which have been integrated
with Genesys to provide a more complete CRM solution.
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Tish
Whitcraft
Vice President, Global Customer Care
Yahoo! |
Tish Whitcraft is vice president of global
customer care at Yahoo! and is responsible for the global strategy
and support for Yahoo! consumer and business customers in more than
15 countries and for 120 products. With extensive executive management
experience in the telecommunications and outsourcing sectors, Ms.
Whitcraft has held various senior management positions with companies
such as inServ e-Customer Solutions, Aegis Communications, Lexi
International, Communique Telecommunications and Option Direct.
She was senior vice president of Integrated Customer Solutions at
Aegis Communications Group where she was responsible for the development
and deployment of eCare services to more than 12,000 workstations,
as well as the development of Aegis' database services group and
the integration of online customer satisfaction tracking services.
She also served as COO and senior vice president of operations while
at Aegis as well.
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During the conference, you can choose from
more than 40 educational sessions segmented into 6 different tracks:
1.
Customer Showcase: Success Stories
with Genesys (Business-oriented)
2. What's New from Genesys (Business)
3. Genesys Partner and Sourcing Solutions
(also includes Managed Services)
4. Tutorials, Industry Experts
5. Customer Showcase: Success Stories with
Genesys (Technical)
6. What's New from Genesys (Technical)
Customer
Showcase: Success Stories with Genesys (Business-oriented)
Come hear from companies that have achieved
world-class success in optimizing contact center performance and
striking the balance between cost, revenue and customer satisfaction.
See how your peers have orchestrated efficiency and effectiveness
to achieve desired outcomes and business value.
What's New
from Genesys (Business)
Improve your operations with Genesys business
solutions. This track covers updates from the Genesys experts on
our suite of applications and how they can be applied to improve
your business. The sessions will focus on the solutions, understanding
which Genesys products are necessary to support the solutions and
how to use products to maximize business value.
Genesys
Partner and Sourcing Solutions (also includes Managed Services)
Learn about sourcing solutions (from managed
service providers, ASPs and business process outsourcers) and other
innovative partner solutions using Genesys. Genesys partners will
share their solutions and customer success stories highlighting
benefits/ROI.
Tutorials, Industry Experts
You've purchased great technology, but are
you applying it in the best way possible? Or maybe you are planning
a technology purchase and want the best industry perspective and
advice before proceeding. This track delivers the latest on market
and technology trends, advice from leading industry experts, as
well as practical, how-to tutorial sessions.
Customer Showcase:
Success Stories with Genesys (Technical)
Features Genesys customers showcasing their
innovative architectures and applications for managing interactions
in today's contact center and enterprise environments. Come join
us for a series of compelling discussions and explore how our customers
have harnessed the power of Genesys technologies to evolve their
businesses to meet the demands of the 21st century. This track is
designed for technical strategists and managers who set directions
for their technology purchases and implementations.
What's New
from Genesys (Technical)
Highlights Genesys' product and solution
directions presented by Genesys product managers. The primary focus
of these sessions is to provide insight into what's new, what's
coming and what's visionary with Genesys products. Designed for
IT professionals, technical users, architects and integrators responsible
for evaluating, deploying, or managing contact center applications.
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