Post on 01-Jan-2016
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Evolving Brand
Increasing the joint visibility between Alcatel and Genesys to mutually leverage each other’s presence and success.
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Q3 2005 Financial Results
Q3 2004 Q3 2005 Q3 2005('000s USD) Actuals Budget Actuals
Revenues 78,170 83,546 83,368
OP 1,852 9,251 9,649 % of Revenue 2% 11% 12%
Quarter over Quarter Growth - '04 to '05 7%
Revenue: Actuals as a % of Budget 100%
OP: Actuals as a % of Budget 104%
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2005 YTD Financial Results
YTD 2004 YTD 2005 YTD 2005('000s USD) Actuals Budget Actuals
Revenues 221,747 235,453 239,462
OP 12,581 19,208 24,752 % of Revenue 6% 8% 10%
Growth - '04 to '05 8%
Revenue: Actuals as a % of Budget 102%
OP: Actuals as a % of Budget 129%
“Share the Wealth” currently funded at ~50%
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Revenue Contribution by Geography
YTD 2005
48%
36%
10%6%
Americas EMEA APAC Japan
2004
48%
38%
9%5%
Americas EMEA APAC Japan
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Revenue Contribution by Type
YTD 2005
49%
36%
11%4%
License Maint PS Edu
2004
54%32%
11%3%
License Maint PS Edu
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Year End Outlook
2004 2005 2005('000s USD) Actuals Budget Outlook
Revenues 317,759 328,000 330,869
OP 38,980 39,360 40,793 % of Revenue 12% 12% 12%
Growth - '04 to '05 4%
Revenue: Outlook as a % of Budget 101%
OP: Actuals as a % of Budget 104%
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4 Year CAGR – 2001 to 2005
0
50
100
150
200
250
300
350
400
2001 2002 2003 2004 2005
12.7%CAGR
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Financial Benchmarks
ProfitabilityRevenue Growth Efficiency
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Strategy Defend, Expand & Extend
We must DEFEND and GROW our position as market leader
in the Enterprise Contact Center.
We must EXPAND our footprint
in the Enterprise Contact Center
We must EXTEND ourselves
outside the Enterprise Contact Center
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Defend and Grow
1. Enhance platform leadership through market adoption of Open IP, Integrated Self Service and Open Media
2. Establish Reporting and Business Analytics as a key competitive advantage
3. Grow market presence in emerging markets (China, India, Brazil and Russia)
4. Develop an OEM business for alternate channels to the market
5. Align with and enable Key Partners, Global SIs and Strategic Sourcers (MSP, BPO)
Scorecard2005 Strategic Initiatives
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Expand
1. Strengthen our GVP execution capabilities and application ecosystem
2. Increase upsell and market share of non-routing products
3. Expand product portfolio into adjacent market segments (e.g. agent analytics, workflow)
Extend
1. Establish GETS as industry standard solution for telephony enabling enterprise productivity tools
2. Become Enhanced Services platform provider for carriers
Scorecard2005 Strategic Initiatives
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Become more customer and partner focused
Improve communication and teamwork
Improve operating efficiency
Foster employee development and retention
Company Imperatives
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Employee Programs, Development & Initiatives
Answering the CallRolled out for Q2 ~ the overall reception has been positive
Q2: $44,000 awarded to 78 recipients throughout Genesys worldwide
Goal of the program: Cross-functional recognition for outstanding performance, not just for managers to acknowledge their employees
CompensationProvision of the Compensation Guide for Managers
Every Genesys employee’s job was compared with market data
Merit increases conducted in accordance with employee performance AND with position in their salary range
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Employee Programs, Development & Initiatives
Training & DevelopmentWe have invested more in training and development activities
(budget, HR dedication)
Access to Alcatel University was launched this year
Outlook: Further invest in training & development for 2006
Global Performance Management Program (GPMP)Implementation of the GPM e-tool (incl. development part)
Thank you for your diligence with using the GPM e-tool in 2005!
Technical problems have been solved
Outlook: HR will provide RPs with status reports on completion in their area of responsibility next week (target setting process needs to be finalized by end of the year)
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Employee Programs, Development & Initiatives
Share the WealthApproved for 2005:
The plan will be funded once the company has exceeded its OP objective of 12%
The size of the pool will determine the final payout.
Payout is dependent on achievement of Corporate Objectives, Department KPIs and Individual Objectives
Eligibility for those employees not currently on a sales or CSO plan (GAP)
Employee SurveySurvey was launched on October 27
46.5% of Genesys employees responded
Feedback will be combined in a report to Genesys Excom
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Overall Performance Today Versus One Year Earlier
No. of Responses = 380
Genesys Worldwide
89% of customers perceive Genesys’ performance the same as or better than last year’s performance.
Question: Compared to one year earlier, is Genesys’ total performance today (Better/Worse/Same)? Why?
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88.1%90.0%
91.6%
60%
70%
80%
90%
100%
Genesys WW2003(604)
Genesys WW2004(697)
Genesys WW2005(367)
Repurchase Intentions for Genesys Over Time
Repurchase intentions ratings have significantly increased since 2003.
% Y
es
( ) = No. of Responses
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Customer Satisfaction SurveyCustomer Typologies – Genesys Worldwide
Lower Higher or Same
Yes
No or Unsure
Future Purchase Levels
Referenceability
CHAMPIONS
58%
REBELS
8%
MORAL SUPPORTERS
7%
CAPTIVES
27%
(XX%) = 2004 Survey
(5%) (49%)
(11%) (34%)
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Industry analysts confirm that Genesys is well positioned to succeed in this market…
1. Building on industry leadership in traditional customer service technologyNorth American Contact Center Infrastructure IVR and Enterprise Voice Portal
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Industry analysts confirm that Genesys is well positioned to succeed in this market…
2. Demonstrating the path forward as service focus shifts to the experience and intent of customers
“Customer communications platform providers such as Genesys, Avaya and Cisco will be…
crucial to building advanced Customer Service and Support
capability...”“Gartner Predicts: CSS Will Require Increasingly Close Coordination With
IT” November 2005
“Michael Maoz
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Industry analysts confirm that Genesys is well positioned to succeed in this market…
3. Innovating in ways that differentiate from our competitors
“It sounds like you’re moving into the ‘interaction management’
space… none of your competitors are doing that.”
Larry Velez
Analyst briefing with Wes Hayden November 2005
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Our Vision
Contact Center
Customers &
Suppliers
Knowledge Workers
Branches
Back-Office
Managing Interactions across the EnterpriseManaging Interactions across the Enterprise
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““Triple Play” – Genesys StyleTriple Play” – Genesys Style
Process OptimizationProcess Optimization
Agent ProductivityAgent Productivity
Open IPOpen IP
Multimedia / Mid OfficeMultimedia / Mid OfficeFederated EnterpriseFederated Enterprise
Proactive Contact/OBNProactive Contact/OBNIntegrated Self ServiceIntegrated Self Service
Enterprise Apps IntegrationEnterprise Apps Integration
Global SourcingGlobal Sourcing ExpertsExperts
BranchesBranches
GETSGETS
VirtualizationVirtualization ExtensionExtension
OptimizationOptimization