Wes Hayden
President and CEO, Genesys

Speech Topic:
go. BEYOND with Genesys (Beijing & Shanghai)

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's of Science degree from the University of Illinois, Champaign-Urbana, and a Master's 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, DC.

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Ad Nederlof left his post as Chairman of Genesys in January 2006 and has taken a lead management role as President and CEO of E.Novation, Chairman of VANAD and Chairman of eSOON in the same year.

He joined Genesys in 1999 as Senior VP Operations for EMEA. In 2000 Nederlof became president and CEO of Genesys; in 2004 he became chairman.

Prior to joining Genesys, Mr. Nederlof was President and COO of Richter Systems. Previously, he worked for Oracle Corp., where he served as VP for Northern Europe with revenue responsibilities of more than $400 million. Mr. Nederlof also held senior positions at Volmac Software Group (Cap Gemini), where he was Executive VP and National Sales Director at ICL Netherlands.

Ad Nederlof wishes to devote all his time to eSOON, which is Genesys strategic partner in Great China Area and develops CRM software (EZactor) for contact centers. He also leads his family business E.Novation and private business VANAD, which are specialized in IT development, business consultancy, VC investment and supplying solutions for managed services, contact centers and CRM.

In addition, Mr. Nederlof also serves on several board functions in other companies. And he will continue to give lectures on customer obsession and customer frustration, his favourite topics on which he has written a number of books which have been translated into many languages.

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Anna Lee
President & CEO, eSOON

Speech Topics:
1. Genesys/eSOON in Greater China
2. The Flat Enterprise (Guangzhou/Taipei)

Anna Lee is the Founder and the President & CEO of eSOON Communications International Corporation, a Greater China's leading eContact center solutions company, providing state-of-the-art on-line interaction 3S solutions (Services, Sales, Supplies) integrated with the worldwide foremost Genesys CTI suites. The complete service offers Genesys technology based call center infrastructure implementation and industry applications development based of eSOON's CRM platform - EZactor.

Under her strong leadership, for the past 6 years since eSOON's debut, the company enjoyed an average annual revenue growth of 40%, and achieved a prominent client base of over 200. It currently has five business offices located in Beijing, Shanghai, Guangzhou, Hong Kong, and Taipei as well as operations in nine other major cities (North to south: Shenyang, Xian, Chengdu, Nanjin, Hangzhou, Kunming, Shenzhen, Fuzhou, Xiamen) throughout China. Outside China, eSOON operates in Europe via the Rotterdam, Netherlands office, in Japan via the Tokyo office, and is also planing to set up offices in North America and other Asia Pacific countries over the next twelve months. For eSOON, Ms. Lee signed up a master distributorship agreement with Genesys for dedicated market development, technical support, and product location work. For the long-term mutual trust and beneficial relationship between the two, eSOON has quickly made Genesys the top player in the Greater China market with a significant market share of 55% in China and Hong Kong and 85% in Taiwan, as reported by Frost and Sullivan, the world famous call center market research firm, in 2006. With her experiences and unique vision towards niche market development, Ms. Lee has identified several company milestones since eSOON's inception. The goals include "Firmly establish eSOON to be China's call center system solutions leader", "Develop and promote the world's first-class CRM product" and "Bring up employee's professional skills with paramount calibers". Anna has strong confidence on eSOON to become a world-class IT leader.

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Ne Yaung Hpone
Managing Director, Greater China, Genesys

Speech Topics:
1. Genesys / eSOON in Greater China
2. go. BEYOND with Genesys (Guangzhou)
3. Lastest Customer Success Stories in China - Customer Panel

Currently Mr. Ne Yaung Hpone serves as the Managing Director of Genesys Telecommunications Laboratories in the Greater China. Due to the booming call center market in Greater China, he was assigned by Genesys to research and set up business offices in Greater China in 1996. With abundant professional knowledge, he successfully obtained more than 20 system construction contracts with cooperating partners in different areas, setting the solid beneficial base for enterprises, partners and Genesys.

Mr. Ne is an outstanding professional engineer and manager, whose rich telecom & IT knowledge, project management experience, innovative marketing concepts and rare international business experience helped Genesys succeed in the Greater China market and establish a leading reputation, and also make him a popular lecturer and commenter frequently invited by many well-known associations and media.

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Michael McBrien
Senior Vice President APAC, Genesys

Speech Topic:
go. BEYOND with Genesys (Taipei)

Recently appointed senior vice president for field operations in the Asia Pacific, Michael McBrien moves from his role as Vice President of Genesys Voice Application Solutions Team for the Americas where he was responsible for managing a team of sales specialists in the Americas and supporting their voice self-service sales efforts. This team represented solutions that included GVP, Voice Genie, Nuance, IBM Speech, Virtual Hold, and ClickFox.

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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Peter Wermter
Director, Marketing, APAC, Genesys

Speech Topic:
go. BEYOND with the Dynamic Contact Centre (Beijing/Shanghai)

Peter Wermter is currently the Director of Marketing for Genesys in the Asia Pacific region, looking after field marketing, customer marketing, events and partner marketing. In this role, Peter pays close attention to both the needs of today's enterprise contact centres and professionals, while also examining the latest perceptions of the consumers that use contact centres every day. Peter joined Genesys in 1999 and over the years has developed a strong knowledge of the contact centre industry - witnessing first-hand the evolution of traditional phone-based contact centres into today's advanced multimedia operations that blend inbound and outbound interactions, while leveraging the latest in self-service applications and analytics.

Peter holds a Bachelor of Arts degree in Marketing and Communications from the University of Connecticut (USA).

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Chris Chang
Executive Vice President for Greater China Region, eSOON

Speech Topic:
Lastest Customer Success Stories in China

Chris Chang, Executive Vice President for Greater China Region, joined eSOON in 2004 to assist the President in expanding the business and set up the best practice consulting team for client business.

Before joining eSOON, Chris was VP of Customer Operations for FarEasTone Telecom in Taiwan, in charge of inbound, outbound service and collection call centers for 5 years. At FarEasTone, Chris helped set up Taiwan's first Multi-Site contact center, with High Availability back up call centers with Genesys solutions, overseeing 3 call centers with 1000 reps. FarEasTone won the 2001 GSM World Congress Community Services Award through its innovative donation for 921 earthquake. In 1998, Common Wealth magazine ranked FarEasTone call center service as one of the top performers in the service industry. In 2000, customers rated the FarEasTone call center service A+ for its service efficiency and quality.

Chris' vast service experience covers not only the telecom, but also the banking and airline industries. Chris was VP of Customer Service and Credit group for AIG Credit Card Company in Taiwan for 2 years, supervising and managing inbound, outbound service and collection call centers. Chris also spent 7 years with Citibank Card Center, managing various functions including the Customer Service department of 120 reps. During his younger years, Chris worked for Northwest Airlines for 2 years.

Chris has an MBA degree from University of Washington, Seattle and a BBA from National Taiwan University.

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Tsan Chang
President, Eastern Life Insurance Agency


Speech Topic:
Lastest Customer Success Stories in China - Customer Panel (Shanghai/Taipei)

Mr. Tsan Chang's Experience:
- President of Eastern Life Insurance Agency, Eastern Multimedia Group (2003- )
- President of Eastern Property & Casualty Insurance Agency, Eastern Multimedia Group (2003- )
- Vice President of Entertainment Center and Multimedia Center, Living Mall, Core Pacific City Co, Ltd (2002-2003)
- Vice President of News Department, CTI TV Zhong Tian Television Broadcasts Limited. (1999-2002)
- Executive Vice Chief Editor of Evening Paper, Chinatimes Group (1989-1998)
- Chief Reporter of Finance and Economy, Chinatimes Group (1989-1998)
- Reporter of Finance and Economy, Chinatimes Group (1989-1998)
- Reporter of Chengsheng Broadcasting Corp. (1983-1988)
- Anchor of Chengsheng Broadcasting Corp. (1983-1988)

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Dr. Cheng
Director, Customer Service Division, ChungHwa Telecom Company


Speech Topic:
Lastest Customer Success Stories in China - Customer Panel (Taipei)

Currently Dr. Cheng serves as the Standing Director of TCCDA. During the early 4 years of his tenure as council director, Dr. Cheng dedicated himself to meeting international standards, providing employment training, academy study, and improving the call center industry in Taiwan by planning & identifying markets. In addition, he has taken the initiative to forge managerial & technical interchanges with South Korea, Hong Kong, South East Asia & the Mainland. In the past 21 years, Dr. Cheng has worked for Telecommunication Laboratories of Chunghwa Telecom Co., Ltd, and in the most recent 10 years, he has worked on planning & improving call centers and CRM; being in charge of the system development of Virtual Call Center, Interactive CRM of Chunghwa Telecom, and responsible for execution and data handling of branches in northern, middle and southern regions, as well as international branches. This accomplishment was rewarded with the Best Application Product during IT months in 1990 and 1994, also awarded the top prize by the America Computer World Honor Program in 2001 and 2006 respectively. In January 2007 the customer service division of Chunghwa Telecom was founded with Dr. Cheng as Director. He has created a new era of telecoms customer service with over 3200 agents, and contributes to developing three kinds of call center services (Call Center on Demand, Call Center Outsourcing Service & Call Center System Establishment).

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Dirk Dumortier
Vice President, Technology and Solutions, Enterprise Business Group, Alcatel-Lucent

Speech Topic:
Alcatel - Extending the Contact Centre Business Model (Beijing/Shanghai)

In his current capacity, Dirk Dumortier holds overall responsibilities of the Asia Pacific Enterprise Operations and manages the teams for voice and applications within the Alcatel Enterprise Solution Division.

Alcatel's Enterprise Solutions Division offers unified communication solutions for Small, Medium and Large Enterprises. Focusing on individual productivity, team collaboration, customer interaction and optimization of the business processes by integrating voice and mobility features into all the Enterprise business applications. These unified communication tools can run on any open infrastructure but are best on alcatel's communication platforms and network infrastructures.

Dirk has more than 20 years experience in Europe and 3 years in APAC. His extensive expertise covers all domains of Enterprise ICT, from Field operations, IT to Telecom solutions. As a pioneer in Managed Services and Convergence technologies, he has contributed many lectures for various universities and delivered key notes in major telecom events.

Dirk is a graduate of Telecommunication and Microprocessors at the University of Antwerp.

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Steve Wu
Technical Director of Genesys, Greater China


Speech Topic:
Latest Trends in Managed Services

At present Mr. Wu serves as Senior Director of Genesys Telecommunication Laboratories in Greater China. After joining Genesys, he occupied the position of director of project department for Greater China, leading over 10 senior engineers and professional consultants of Genesys in that area to get more than 20 great call center projects up and running within two years, including China Trust, Taishin Bank, Far Eastone Telecom, KGT, China Unicom Hunan Branch, Zhejiang Telecom, Shanghai Telecom, Beijing Telecome, with an average of over 300 agents. In all the projects Mr. Wu takes part in, with his tremendous professional knowledge, he is always capable of cooperating with partners to provide customers with the fastest and most suitable solutions regardless of the call center & basic structure. He has a unique understanding of call centers, positioning him as an expert in the call center industry.

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Eddy Tung
Director, BBP, eSOON

Speech Topic:
Genesys Workforce Management Solution - Missions Possible via Effective Scheduling

Mr. Tung is accomplished in call center procedure design, operation management, report design, tele-sales implementation, staff training and outsourcing call center construction programming.

Having graduated from Takming Technical College, with 10 years practical experience in customer relationship management, he has participated in many projects in finance, insurance and logistics industries.

Mr. Tung used to be the senior call center manager in Information Technology Total Services, one of the top three call center outsourcing companies in Taiwan. During that period, he assisted in establishing the training system and participated in the establishment of programs including DBTEL, e-can, Sony Ericsson, and EPA, programming of telephone marketing of Pacific Real Estate, and Sparg, as well as offering the best solutions to customers and making significant contributions to the company. The headcount of the company increased from less than 20 to about 300 today. Following this success, he was appointed to setup the branch company in Wuxi and finished all the site testing and recruitment within one month. Having previously been the telephone service director of ABN AMRO Bank, he helped communication between the customer service department and marketing department, and arranged events and plans. Additionally, he assisted in editing training material and training new staff for providing customers with the best service. He has also previously worked in Citibank America as senior credit card commissioner where he participated in the internal flow reconstruction group and gave the best flow advice. Meanwhile he has helped new employees to achieve service consistency in quality.

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Stella Wang
SBD Product Manager, eSOON

Speech Topic:
Creating the Seamless Enterprise with IP

Ms. Wang currently holds the position of SBD Product Manager in eSOON, responsible for product marketing and promotion.

Graduating from the Department of Management Science at Taiwan Communications University, she was awarded with an MBA degree by the scientific management study institute of Taiwan Communications University. Prior to joining eSOON, Ms. Wang worked for Universal Exchange Co., Ltd. (UXB2B, jointly founded by China Steel & Far Eastern Group, two of the largest groups in Taiwan) as consultant & project manager, in charge of B2B trade finance business mode design, patent application & fulfillment, having participated in these projects: Electronic Receivables Settlement Method connecting to Credit Insurance, Electronic Receivables Securitization Method, E-Business Money Flow Method of Cross Steel-Metal Products Industry-Construction industries, all of which were first approaches in the Greater China area and earned patents for the company.

Ms. Wang is greatly experienced in B2B trade finance system implementation & popularization, including steel industry e-trade money flow platform, receivables purchase, receivables securitization, electronic transfer with mark, electronic invoice, electronic voucher management, electronic purchase systems, making herself trusted by customers greatly. In addition, Ms. Wang worked as lecturer of Statistics in Ching Yun University and general secretary of Louisiana Friendship Association.

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