Genesys Announces Customer Interaction Management Platform
Version 7.5 for the Dynamic Contact Center
Software Suite Orchestrates Customer Traffic, Business Outcomes and Customer Service Resources in Real-Time
PARIS, February 14, 2007 – Genesys Telecommunications Laboratories, Inc., an Alcatel-Lucent company (Euronext Paris and NYSE: ALU), today introduced a major upgrade of its contact center software, enabling customer service organizations to dynamically orchestrate their use of resources and business processes throughout the enterprise. The Genesys 7.5 Customer Interaction Management Platform addresses critical issues facing businesses as they transform from cost centers to unified service centers capable of balancing, in real-time, the complex relationship between peaks and valleys in customer traffic, internal resources and desired business outcomes.
Today, most contact centers have a difficult time balancing their available human resources and automated systems, in response to changes in customer traffic such as calls, e-mails and other interactions, and in sync with underlying business initiatives such as sales goals, referrals and customer satisfaction ratings. Genesys defined a vision, called the Dynamic Contact Center, which orchestrates all the areas of customer service automation.
The Dynamic Contact Center integrates a wide range of capabilities that enable customer service centers to better understand and control their operations, switch quickly from reactive to proactive customer service, and effectively manage traffic and resources to meet changing business requirements as their environment changes. Version 7.5 delivers key new capabilities.
Genesys 7.5 builds on the award-winning Genesys software platform, particularly in leveraging Open IP and SIP standards. For example, Genesys 7.5 is the first contact center software to incorporate presence—through IM, chat and IP telephony—and to leverage excess resources by switching agents to proactive contact management.
Genesys 7.5, available in April 2007, delivers new capabilities in four key areas:
• Consolidation and Virtualization of Resources
Through expanded support for SIP (Session Initiation Protocol) and supporting virtual queues across multiple sites or branches.
• Proactive Contact Management
Leading service organizations actively engage their customers to apprise them of relevant events or changes, such as appointment reminders or delayed flight departures. Proactive contact management dynamically generates messages in multiple formats – such as SMS or e-mail – to inform customers and eliminate unnecessary inbound calls. This enables a service organization to adjust inbound and outbound interactions based on current traffic or external events.
• Reporting and Analytics
Including metrics and reporting that provide more interaction detail across self- and assisted-service channels such as web, chat and e-mail.
• Branch, Remote and Expert Integration
Sometimes the right expert for a customer call is located well beyond the contact center in a branch or office. This key capability includes presence-based routing. For example, higher-valued clients might go to a highly skilled resource located within a branch office, rather than the general call center.
“The Dynamic Contact Center validates Genesys’ expansion into the areas of federation and process optimization,” said Daniel Hong, lead analyst, Voice Business for Datamonitor. “Through the Dynamic Contact Center, Genesys introduces new capabilities and texture around core routing, analytics and communication elements. When combined together, this is a powerful message and puts Genesys on the leading edge of the customer service software market evolution. We have great expectations for the DCC and are anxious to gauge its uptake in the market.”
“Outsourcing is increasingly a way of life for contact centers, but most vendors do not offer specific features in their applications that recognize this reality,” contends Sheila McGee-Smith, president and principal analyst of McGee-Smith Analytics. “With Genesys 7.5, customers take advantage of the latest in IP technology to tie together federated sites using Genesys SIP Server. In addition, Genesys’ sophisticated routing can consider the cost structure of an outsourcing contract and/or contract-based service level agreements. These 7.5 features allow both outsourcers and the enterprises using them to optimize their resources.”
“We expect version 7.5 to lead the industry to embrace the Dynamic Contact Center as the gold standard of customer support,” said Steve Rutledge, vice president of product marketing management for Genesys. “Genesys 7.5 represents a significant milestone in enabling enterprises to move more quickly to reaching their customer service goals.”
For more detailed information about the Dynamic Contact Center and Genesys 7.5, Genesys has written a white paper, which is available on the web at www.genesyslab.com.
About Genesys Telecommunications Laboratories, Inc.
Genesys, an Alcatel-Lucent company, is the only company that focuses 100% on software to manage customer interactions over the phone, web and in e-mail. The Genesys software suite dynamically connects customers with the right resources – self-service or assisted-service – 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 improve the overall customer experience. As a result, Genesys helps stop customer frustration, drive efficiency, and accelerate business innovation. For more information, go to www.genesyslab.com or visit the industry blog at www.betterinteractions.com
Alcatel-Lucent (Euronext Paris and NYSE: ALU) provides solutions that enable service providers, enterprises and governments worldwide, to deliver voice, data and video communication services to end-users. As a leader in fixed, mobile and converged broadband networking, IP technologies, applications, and services, Alcatel-Lucent offers the end-to-end solutions that enable compelling communications services for people at home, at work and on the move. With operations in more than 130 countries, Alcatel-Lucent is a local partner with global reach. The company has the most experienced global services team in the industry, and one of the largest research, technology and innovation organizations in the telecommunications industry. Alcatel-Lucent achieved adjusted proforma revenues of Euro 18.3 billion in 2006 and is incorporated in France, with executive offices located in Paris. [All figures exclude impact of activities to be transferred to Thales]. For more information, visit Alcatel-Lucent on the Internet: http://www.alcatel-lucent.com
David Radoff, Genesys, 650.466.1078, [email protected]
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