Genesys to Give First Demonstrations of Intelligent Customer Front Door at Call Centre Expo


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* New Genesys approach to customer service enhances the caller experience by personalising every interaction
* Helps businesses differentiate themselves at a time when more customers are shopping around for the best bargains
* Stand E11, Call Centre Expo, 16-17th September, NEC Birmingham

WOKINGHAM, August 12th, 2008 – Genesys Telecommunications Laboratories, an Alcatel-Lucent company (Euronext Paris and NYSE: ALU), announced today that it will give the first public demonstrations of its intelligent Customer Front DoorTM (iCFDTM) concept at this year’s Call Centre Expo, on 16th and 17th September. The iCFD brings an innovative personalised customer service approach to contact centres in all industries, which ensures that every caller is appropriately recognised, welcomed into the company and dealt with effectively through either self or assisted service, every time.

The Genesys iCFD uses a combination of number recognition, speech-enabled IVR and sophisticated call routing strategies to ensure a seamless customer experience that builds loyalty and contributes directly to the bottom line. Not only does the iCFD lower customer churn, but it also enables agents to have more success with cross- and up-sell opportunities. The iCFD applies the customer intelligence lying in a company’s back-office systems to every call, which ensures accuracy in recognition and routing, and provides visibility of those special offers or upgrades relevant to each individual caller.

“Customer service is even more important now that consumers are starting to count their pennies a little more carefully – so keeping customers is critical to every business,” commented Bruce Eidsvik, Genesys Vice President of Voice Portal Sales, EMEA. “We will be at the Exhibition to show people how they can use an intelligent mix of technology, processes and contact centre culture to influence customers in the right way. A happy, loyal customer is worth more to a business than a frustrated one. This may seem like a truism, but there are still many companies that have a significant disconnect between the contact centre and the main strategic drivers of the business – which simply shouldn’t be happening.

“Genesys works with a range of partners to enable contact centre clients to access genuine best-of-breed solutions that cover their entire range of needs,” Bruce Eidsvick continued. “Right now we are integrating voice biometrics technology into the iCFD, to complement the strong speech recognition and Identification / Verification technologies that exist there already.”

Genesys will be based on Stand E11 at Call Centre Expo and visitors will be welcomed throughout the day to talk with Genesys implementation and strategy experts as well as selected partners that complement the iCFD strategy.

About Genesys Telecommunications Laboratories, Inc.
Genesys, an Alcatel-Lucent company, is the only company that focuses 100 per cent 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 fulfil customer requests, optimise 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 organisation, from the contact centre 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 or visit the industry blog at

About Alcatel-Lucent
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 organisations 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 transferred to Thales]. For more information, visit Alcatel-Lucent on the Internet:

Media Contact:
Duncan Burford, UK PR for Genesys, 01780 721 433, [email protected]

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