Genesys and InQuira provide a fully integrated knowledge-management and customer-service solution that extends the value of eServices
ORLANDO, April 21, 2009 – Genesys, an Alcatel-Lucent company (Euronext Paris and NYSE: ALU), and InQuira Inc. today announced the integration of their respective software suites – enabling consumers to now have a seamless consistent experience when they interact with a company’s contact center regardless of the communication channel they use.
By combining Genesys’ best-in-breed customer interaction software with InQuira’s knowledge-management applications, this joint solution builds tremendous value into every eService experience and supports customers’ desires to use non-voice channels on the web and mobile for customer support.
“The integration between InQuira and Genesys is unique in enabling intelligent crosschannel conversations and is a key proof point in our efforts to eliminate the gaps customers often see when they begin in self-service and move to other touch points,” said Nicolas de Kouchkovsky, president of Genesys. “The joint solution enables the delivery of faster, more accurate answers across any service delivery channel helping organizations become much more proactive in customer service by escalating requests when appropriate.”
The InQuira knowledge suite enhances self-service interactions, and provides answers and continuity throughout any customer inquiry, even across different conversation channels. This functionality, fully integrated with Genesys’ chat and e-mail escalation features in their market-leading platform, enables an organization to seamlessly extend the customer’s interaction as their self-service sessions are fully captured and leveraged as part of a more extensive customer-service engagement.
The joint solution between the two companies’ software makes it easier for Genesys eServices customers to get the right answer with InQuira’s intent-based retrieval capabilities. Using multilingual natural language processing (NLP), InQuira discovers the “true intent” of each question to find the most relevant answer as quickly as possible. InQuira leverages profile data, customer searches and other information maintained in Genesys to deliver even more targeted and personalized answers.
“We are excited to bring our unique knowledge technology together with the Genesys eServices solutions,” said Michael Murphy, CEO of InQuira. “We are developing new innovative ways to provide customers with answers and now we are seamlessly delivering it across their channel of choice. This is the type of next generation customer-centric solutions the market is waiting for and we are thrilled to be a part of it.”
With the ability to determine and act upon customer intent, this new solution can intentionally direct customers to the right channel for the right opportunity. For example, when an online customer asks a question about opening a new account or a price request, the software determines the nature of the inquiry to be high-value and directs the interaction to the right channel for immediate live assistance. This rightchanneling increases the likelihood of closing more business.
To remove the complexity and confusion typically facing organizations attempting to integrate various customer interaction and knowledge software products, Genesys and InQuira have created a tightly integrated solution. This approach offers the flexibility customers need to incorporate the combined solution into their branded self-service Web site and agent desktop.
The joint solution is available for immediate deployment.
About Genesys Telecommunications Laboratories, Inc.
Genesys, an Alcatel-Lucent company, is the only company that focuses 100 percent 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.
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 revenues of Euro 17.8 billion in 2007 and is incorporated in France, with executive offices located in Paris. For more information, visit Alcatel-Lucent on the Internet: http://www.alcatel-lucent.com