Announces new research showing vast majority of companies still unable to
provide a truly multi-channel service
Frimley, UK – September 27, 2012 – Genesys, a leading provider of customer
experience solutions, today announced the first live UK demonstration of its
recently launched Mobile Engagement solution at the Call Centre and Customer
Management Expo 2012. Visitors will see in real-time how consumers can
engage directly with customer service departments without leaving their
mobile app.
Key Facts:
. For the first time, the Mobile Engagement solution allows customers to
request the assistance of a live agent via voice, chat, SMS or even video
without leaving their mobile app, and at the same time gives the agent a
360-degree view of the conversation, including context, history and customer
information.
. At a time when the integration of multiple channels has emerged as a key
concern for contact centre managers, Genesys will also use the exhibition to
announce the results of new independent research commissioned by Genesys and
ProtoCall One which shows how truly multi-channel the customer is, but how
companies still feel they cannot provide a truly multi-channel service. A
copy of the research is available at Stand D42.
. Other Genesys products being demonstrated at the exhibition include its
Cross-Channel Conversation solutions, including Social Engagement, as well
as SIP, Cloud, WFO, and iWD.
Supporting Quotes:
“The integration of mobile apps into customer engagement models is one of
the key issues facing organisations in 2012,” commented Stuart Mackie,
Business Development Director, UK and Ireland, Genesys. “This new generation
of solutions has been developed to allow contact centre managers to react in
real-time via a mobile app, to treat mobile as a powerful self-service
application, and to directly link them to the correct agent to deal with an
issue.”
“The Call Centre and Customer Management Expo provides the opportunity for
contact centre decision-makers to see live demonstrations of how the Mobile
Engagement solution works, and to witness mobile customer queries being
managed efficiently to maximise the effectiveness of the response and the
return on their investment.”
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.
www.genesyslab.com
