Services Offering Brief

Genesys Project Management ProcessGenesys Professional Services

The Cost of Poor Customer Service

Having completed thousands of implementations worldwide, Genesys Professional Services is

uniquely qualified to deploy made-to-order high performance solutions that deliver a fast return on investment.

The Genesys Project Management Process is a team-based strategic approach that leverages best practices to deliver outstanding results. Our consul-tants have the expertise to ensure the success of your next project, no matter how complex the requirements.

The Genesys Project Management Process encompasses:

• A strategic approach based on superlative project management skills, tools and techniques aligned with well-defined organizational objectives

• Project Management Institute (PMI) principles that include the five PMI processes essential to every project — Initiating, Planning, Executing, Controlling and Closing

• A proven project life cycle methodology based on the essential phases of project construction and operation

InitiatingInitiating processes are designed to gain an understanding of the high-level project objectives, and to prepare for estimating the scope of the project. An Initial Scope Statement is then produced for use in the planning processes, which includes the project objectives, requirements, deliverables and schedule milestones.

PlanningPlanning processes are used to coordi-nate and prepare for a successful project. At this stage, all stakeholders review the overall project strategy, which includes the schedule, cost, risks and scope.

ExecutingMost of the work in completing a project occurs during the executing processes, which are framed in the context of a Project Life Cycle Methodology. Built on an engineering approach to examining and resolving complex problems, the Project Life Cycle Methodology is founded on a repeatable series of four essential phases through which all business systems must pass during their construction and operation:

• Analyze In this phase, Genesys consultants and your stakeholders work closely to identify project goals, priorities, schedules and high-level deliverables. Key departmental needs, current pain points, and critical project risk factors are discussed and notated. Communication plans, change management plans and project team roles and responsibilities are documented, and training plans and technical support options are defined. At the end of this phase, we will provide you with a description of our proposed products and services and an initial Project Plan.

Applying project management skills, knowledge and experience to provide:

A rapid return on • investment (ROI)

High quality solutions • that ensure reliability, availability and serviceability

Genesys expertise and • proven best practices

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An established methodology provides many benefits, including:

Best practices that ensure • a competitive advantage by aligning technology concepts with business driver requirements

A flexible framework • approach that accommodates unique organizational requirements

An easy to use improvement • life cycle that makes it easy for project teams to move from vision to action for fast return on investment

Acceptance of these deliverables and the commitment of your resources to the project mark the end of this phase.

• Design Working together, we elaborate on your requirements and clarify the technical aspects of constructing a detailed system design. Technical specifications are prepared, work tasks are defined and sequenced, and resources are allocated. At this time, your technical staff should attend Genesys University to complete the recommended training. At the end of this phase, we will provide you with a comprehensive Technical Design Specification and a System Test Plan, as well as updated documentation from the Analyze phase. You will also receive weekly progress reports that include project activity and financial details. This phase is completed upon your acceptance of the Technical Design Specification.

• Build During this phase custom development occurs — the Genesys environment is constructed, applications are installed, solutions are configured, back-end services are created and ancillary platforms are integrated. Additionally, processes are defined, environment configuration is documented, environment testing is conducted and support staff is trained. At the conclusion of this phase we will provide you with a fully functioning Genesys environment. You will also receive documents containing the results of systems testing, system configuration, and any updated materials from the Analyze and Design phases.

Genesys Business Consulting > Services Offering Brief >  Genesys Project Management Process    |    page 3

Analyze Design Build DeployInitiate

Plan

Control

ExecuteClose

Americas 

Corporate Headquarters

Genesys

2001 Junipero Serra Blvd.

Daly City, CA 94014 USA

Tel: +1 650 466 1100

Fax: +1 650 466 1260

E-mail: info@genesyslab.com

www.genesyslab.com

Europe, Middle East, Africa 

EMEA Headquarters

Genesys House

100 Frimley Business Park

Frimley

Camberley

Surrey, GU16 7SG United Kingdom

Tel: +44 1276 44 7000

Fax: +44 1276 44 7001

Asia Pacific  

APAC Headquarters

Genesys Laboratories

Australasia Pty Ltd

Level 17, 124 Walker Street

North Sydney NSW 2060 Australia

Tel: +61 2 9463 8500

Genesys and the Genesys logo are registered trademarks

of Genesys Telecommunications Laboratories, Inc. All

other company names and logos may be registered

trademarks or trademarks of their respective companies

and are hereby recognized.

© 2009 Genesys Telecommunications Laboratories, Inc.

All rights reserved.

Genesys Worldwide 

Genesys is the leading provider of software

to manage customer interactions over

the phone, Web, and mobile devices. The

Genesys software suite connects customers

with the right resources – self-service,

assisted-service and proactive outreach

– to fulfill customer requests, optimize

customer care goals and efficiently use

resources. Genesys software directs more

than 100 million customer interactions every

day for 4,000 companies and government

agencies in 80 countries. These companies

and agencies can leverage their entire

organization, from the contact center to

the back office, to dynamically engage with

their customers. As a result, Genesys stops

customer frustration, drives efficiency and

accelerates business innovation.

For more information visit:

www.genesyslab.com, or call +1 888 GENESYS or 1-650-466-1100.

ControllingControlling processes are used to manage and monitor a project during execution. These processes include collecting, measuring and disseminating performance information, and assessing measurements and trends to effect process improvements.

ClosingClosing processes verify that all other project management processes have been completed, and formally establishes the end of a project or project phase. A meeting will be held to hand over the final project documents to the client. Our internal project team will conduct a Post Project Debrief to analyze project performance and help build repeatable processes. You will have the opportunity to complete a Client Satisfaction Survey to provide us with constructive feed-back pertaining to individual and overall project performance and satisfaction.

Genesys Professional ServicesGenesys Professional Services helps customers and partners succeed through expert business consulting and industry experience, unsurpassed software solu-tion planning and training, proven implementation strategies and experienced project management.

We offer a wide variety of packaged and custom-tailored development solutions to provide an implementation strategy that meets specific client requirements.

For more information on the Genesys Project Management Process from Genesys Professional Services, please contact your sales representative.

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