SER VICES DATAS H EET Custom Development & Support Bridge gaps in your business requirements with custom software development services and Expert Apps Serving Your Specialized Needs Your business is unique and designed to meet the needs of your customers to differentiate you from your competition. As you enhance and evolve your business information infrastructure, the software solutions requirements may not entirely be fulfilled by off-the-shelf products. Genesys Professional Services can be your partner to bridge these gaps through custom development or our Expert Apps offerings. Partner with Experts BENEFITS • Enhance or integrate your Genesys business requirements with custom software services • Ensure 24X7 support coverage from those who know your customized applications and Expert Apps • Access experienced Genesys software designers and developers • Help plan for system transitions and future Genesys upgrades and enhancements When products do not completely address your business needs, modifications beyond the configurable capabilities of the products are sometimes required. Together we can answer the what, who, how, and when in order to identify the best avenues to address the gap. We provide a full life-cycle software-development service, or we can partner with your in-house developers through an on-demand coaching and consulting service. Our off-the-shelf Expert Apps complement our standard products with commonly needed solutions such as IVR and web applications, provisioning and audit capabilities, CRM integrations; agent desktop enhancements or team management solutions. These applications are either fully built or exist in a form that can be molded to your specific requirements. In either case, our goal is for you to benefit from our experience while reducing cost of ownership and time to value. Operate with Greater Confidence Uninterrupted and maximized operational performance of your mission-critical environment is the goal. With Custom Application Support for your customized Genesys applications and Expert Apps, you can have more confidence that your operations are managing costs, preventing potential problems, and using best support practices. S ERV IC E S DA T A S H E ET Custom Development & Support / page 2 Custom Software Development and Support Custom Software Expert Apps Desktop Development and Integration Third-party CRM Integration Adaptors and Connectors Voice Self-Service Applications Admininistration and Monitoring Tools Middleware Development More Details Custom Software Development Custom Application Support • SDK-based clients and servers • Third-party CRM integration, adapters and connectors • Desktop and OpenMedia customizations • GUIs, web services, custom integration components • Self-service/voice applications (inbound and outbound) • Expert Apps • Prototyping and concept evaluation • Mentoring and consulting coaching assistance, best practices, design reviews, diagnostics, quality assurance • Coverage for custom-built software and Expert Apps • 24X7 Support with defined service level targets (SLTs) and escalation management • Impact assessment of new major releases and migration recommendations Additional Support Options • Moves, Adds, and Changes (MACs) • Usability and tuning services • Periodic system analysis through a Health Check service About Genesys Genesys is the market leader in multi-channel customer experience (CX) and contact center solutions in the cloud and on-premises. We help brands of all sizes make great CX great business. The Genesys Customer Experience Platform powers optimal customer journeys consistently across all touchpoints, channels and interactions to turn customers into brand advocates. Genesys is trusted by over 4,500 customers in 80 countries to orchestrate more than 100 million digital and voice interactions each day. Visit us at www.genesys.com or call us at +1.888.436.3797 Corporate Headquarters 2001 Junipero Serra Blvd., Daly City, CA 94014 USA Tel: +1 650 466 1100 | Fax: +1 650 466 1260 | www.genesys.com Copyright ©2014 Genesys. 2001 Junipero Serra Blvd., Daly City, CA 94014 All Rights reserved. Genesys and the Genesys logo are registered trademarks of Genesys. All other company names and logos may be registered trademarks or trademarks of their respective companies.