Genesys Ushers in New Era of Simplicity for Advanced Customer Service
Genesys Orchestration technology harnesses best practices to dramatically
simplify and accelerate the deployment of customer service strategies though
an innovative business rules approach
DALY CITY, Calif – Genesys, a leading provider of customer service
solutions, today announced its latest breakthrough in advanced customer
service technology – Genesys Orchestration. Genesys Orchestration technology
combined with the latest Genesys Business Rules application brings powerful
customer service capabilities directly into the hands of the enterprise
business user, including the ability to control sophisticated customer
service strategies at the click of a button. The Genesys Business Rules
application empowers line of business managers and customer service
executives to directly manage activities within the contact center through
an intuitive user interface. Business managers can instantly make changes to
customer segmentation and routing strategies, business processes, and
workflows that support business goals and customer service – all without the
need for lengthy IT change management processes.
Key Facts:
. Packaging Customer Service Best Practices into Easy-to-Use, Flexible
Business Rules – In the past, deploying sophisticated customer service
strategies, including advanced customer routing based on skills, services
levels and business goals, required a complex set of programming workflows
and customization. Leveraging more than 20 years of Genesys experience and
innovation, Genesys Orchestration technology captures proven customer
service strategies and routing methodologies, and packages them into
easy-to-deploy applications through the Genesys Business Rules user
interface. The Business Rules application allows users to quickly design and
deploy their customer service and contact center strategies – with the
ability to change strategies in real time.
. Empowering Companies to Benefit from Proven Customer Service Strategies –
Whether newly deployed strategies and business rules are based on
pre-defined Genesys templates or those designed and proven by the business,
the Business Rules approach allows companies to capture and quickly re-use
existing strategies. This lowers the total cost of ownership by dramatically
reducing the time needed to deploy new strategies, while virtually
eliminating the need for IT involvement.
. Simplified Management and Orchestration of Customer Conversations –
Through an easy-to-use user interface, the Genesys Business Rules
application exposes business-specific parameters to users to manage the
customer experience. For example, business managers can immediately change
routing and customer process strategies based upon service level goals, CRM
data, purchasing history and other parameters. Business conditions such as
an expiring certificate of deposit or upcoming flight status can be flagged
from Genesys Rules to initiate customer service activities, such as an
outbound notification, customized IVR treatment, or agent-specific routing
strategies.
. Core Component of Genesys Solutions – Genesys Orchestration and Business
Rules are key Genesys technologies and are part of Conversation Manager,
which was introduced as part of the company latest Genesys 8 release.
Conversation Manager captures history, context and other vital customer
information to proactively anticipate customer needs.
Supporting Quotes:
“Today’s announcement is a breakthrough in that it opens the door to
advanced customer service to a much broader set of users and companies –
including businesses that have not typically deployed powerful solutions
like Genesys,” said Merijn te Booij, Vice President of Products and Strategy
at Genesys. “As we continue to focus on technology that simplifies and
speeds the deployment of advanced solutions, while delivering low TCO,
Genesys Orchestration and Business Rules are changing the game in how
customer service is managed and by whom within the enterprise.”
Supporting Resources:
Genesys Rules System Interface
Genesys Conversation Manager
Genesys 8 Platform
About Genesys:
Genesys is the world’s leading provider of customer service and contact
center software and services – with a 100% focus on customer experience and
mission to save the world from bad customer service. With more than 2,000
customers in 80 countries, Genesys is uniquely positioned to help companies
bring their people, insights and customer channels together to drive today’s
new customer conversation. Genesys software directs more than 100 million
interactions every day from the contact center to the back office, helping
companies deliver fast, simple service and a highly personalized
cross-channel customer experience. Genesys software also optimizes processes
and the performance of customer-facing employees across the enterprise.
