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eBook Solutions: Adobe DPS at Genesys

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Adobe DPS Platform Implementation

at Genesys

Many Education Departments currently are looking for

eBook platforms for training materials. At Genesys we

have chosen Adobe DPS as our eBook solution, and I

will provide an overview about the capabilities of the

system, how it works, and why we selected it.

Franz Obermeier 7/29/2014


About Genesys

• Genesys is a global contact center solutions and

customer experience leader.

• The company is the largest private software company in

Silicon Valley.

• Genesys was part of Alcatel-Lucent, was bought out by

an investor group, is now a standalone company, and is

expected to IPO within the next two years.

• Headquarter in Daly City, 2000-3000 employees,

$100 - $500 M USD in revenue

• Our offerings include software for interaction

management, customer self-service management,

campaign management, workforce management, call

routing solutions and call center virtualization.


About Genesys University

About Genesys University

• 50+ employees in Education Services

• WW Revenue at $2M - $3M per quarter

• Last year we started several initiatives to renew delivery operations

of the department:

– Virtual class room

– Video-based training

– G-SAT

– eBook platform

About myself

• I’ve been with Genesys for 1year+ in the role of

Sr.Mgr WW Applications for Genesys University

• More than 15 Years experience in Education Services, from

instructor, to content development, to operations management, to

project & program management, and IT management


Agenda

eBook Platform at Genesys

• Selection Criteria

• Customer Experience

• Architecture

• Entitlements in iTunes or Custom solution

• What else, Pros / Cons

• Questions?


Selection Criteria

• Platform availability:

– Tablet (offline on iPad, Android) and Desktop (online)

• Secure content:

– No printing or download, verified access,

closed-system content delivery network (CDN)

• Content capability:

– Not only static eBook but integrated video, animation, interactivity, free

page navigation schema

• Strong Content Development pipeline:

– Publishing directly from Adobe InDesign to DPS or other formats

• Completely custom branding

– Not like Locklizard, Gilmore, other ePub platforms …

• Integration capability:

– Flexible entitlement management integration (incl. Apple iTunes Store)

– Adobe Analytics platform

• Cost structure compared to printed books and other ebook-platforms


Cost Structure

• Current cost for paper-based books– Printing and shipping annually $ 380k

• Cost for eBooks– DPS Platform Licensing fee annually $125k

(for up to 100,000 downloads)


Customer Experience1) Notifications

• The student receives two emails

– 1) Account creation notice (once)

– 2) eBook availability notification (when we assign the book to the student)


Customer Experience2) Mobile

• The student needs to download the eBook application from our server

• After the login, only the available books are displayed

– eBooks can be downloaded

(an icon indicates new versions of downloaded books)

– A simple text editor feature allows to take notes (per chapter, saved locally)


Customer Experience3) Desktop

• The desktop version is web-based and online only

• After the login, only the available books are displayed

– eBooks can be viewed online not downloaded

– A simple text editor feature allows to take notes (per chapter, saved locally)

http://ebooks-genesys.com/


Architecture

• Publishing of content from

InDesign directly into the Adobe

CDN

• Mobile app contacts (our)

entitlement management server

for available books and Adobe

CDN for download

• CDN can also point to Apple

iTunes store for entitlement

verification


Entitlements in iTunes

• Purchases/entitlement can be done

through:

– custom system (developed in-house,

or integration into LMS)

– inApp-Purchase

– iTunes Store/Amazon/Android

– Can also manage subscriptions

• Apple takes 30%


Entitlements in Custom Solution

• Our in-house entitlement solution allows to create a roster of

students (import students from Excel) and assign an ebook with

expiration date (expiration on download only)

• Also includes the customer front end with app download, and online

viewer, and entitlement database

• We are currently reviewing with out LMS provider (Rainmaker) if an

integration into ViewCentral directly is possible


What Else, Pros/Cons

• For the first roll-out we only did a strict conversion from paper-books

to eBooks, without fully using the content and interactivity features of

the system

• Our books are hard-coded for vertical layout, to avoid any content re-

flow issues between formats (no iPhone either)

• Our current notes taking feature is very simple, text-only and no

syncing of notes between devices

• Our next version of the notes feature will allow rich-text content and

central database storage of notes

• We are currently not limiting the number of devices that can access a

students content (although we can limit to specific iPad/tablet IDs)

• Security is relative. The system is very secure, but you can still take

screenshots.

• Adobe is great, but our implementation partner company not so

much


Resources

• Adobe InDesignhttp://www.adobe.com/products/indesign.html

• Adobe Digital Publishing Suite (DPS)http://www.adobe.com/products/digital-publishing-suite-enterprise.edu.html

• Adobe DPS App Exampleshttp://dpsgallery.adobe.com/#/main

• Look for Adobe Inspire Magazine on iTunes Store

• Genesys eBook websitehttp://eBooks-Genesys.com

http://www.adobe.com/products/indesign.htmlhttp://www.adobe.com/products/digital-publishing-suite-enterprise.edu.htmlhttp://dpsgallery.adobe.com/#/mainhttp://ebooks-genesys.com/


The End

Thank you!

&

Questions?

Any questions later, please reach out to me:

http://linkedin.com/in/fobermeier

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