Genesys unveils new social media tools for customer service


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Alcatel-Lucent Genesys maps out successful social media strategy for
enterprises that includes strong linkage between customer service and

Innovative new vision and social media tools showcased at G-Force Melbourne

Camberley UK, August 17, 2010 – Alcatel-Lucent

(Euronext Paris and NYSE: ALU) today unveiled the Genesys Social Media
Strategy that urges companies to aggressively bring social media practices
to the next level by using business tools to tie social media community
interactions with customer service and marketing organisations. The unique
insights as well as social media tools were shared at the Genesys G-Force
Melbourne User Conference
and are available

Consumers expect companies to engage with them via social media and while
almost every company has made an attempt to establish such a presence it is
typically done manually in standalone deployments and in response to
consumer queries and complaints. The lack of an enterprise-wide social media
strategy and engaging with consumers only, in a department-by-department
basis, contribute to a poor consumer experience and ultimately undermine
brand advocacy and loyalty.

“For the past few years social media has impacted the way companies
communicate with consumers and their employees, resulting mainly in the
leveraging of Facebook and/or Twitter as another channel to distribute press
releases and other marketing material,” commented Brian Riggs, Research
Director, Enterprise Software and Communications at Current Analysis. “As
enterprises approach to social media matures, it will be critical for them
to invest in tools that allow them to integrate social media efforts across
marketing, communications and the contact centre and directly impact
revenues and operational expenses.”

The Alcatel-Lucent Genesys Strategy encourages enterprises to construct an
integrated social media approach that builds on four actions:

1. Listen: Capture and leverage community / tribal knowledge to gain
valuable insight into consumer sentiments about products, services and
emotional engagement with the brand
2. Prioritise: Define and prioritise what actions to take toward the
community, individual posts or within the enterprise
3. Engage: Proceed with relevant actions to respond, inform and notify
individuals as appropriate while focusing resources on consumers of
particular value to the company
4. Integrate: Integrate conversations across marketing and customer
service organisations and other touch points while leveraging expertise
across the broader enterprise and existing IT investments

G-Force Melbourne shows social media tools
Genesys has started to integrate tools into its offerings to help
enterprises begin to create a foundation for a strong cross-functional
approach to social media. A few of these will be shown at G-Force Melbourne

* New upgrades that integrate with Facebook and Twitter to respond,
inform and notify consumers while leveraging Genesys’ market-leading
customer interaction management (CIM) platform to direct and route messages
to the most appropriate resource.

* A community building platform from Lithium Technologies

ellence> that allows enterprises to monitor and address consumer issues
outside of the traditional contact centre. When combined with the Genesys
Contact Centre/Customer Service Software, agents are given visibility into
valuable community content and consumers can easily navigate from a
self-help area to a live agent.

* Ability to integrate social monitoring through an open interface,
facilitating the ability to listen to and capture content from consumers on
social sites. Genesys software then manages, prioritises, escalates, assigns
service level agreements (SLAs) and routes the interactions to the best
possible resource.

According to a 2010 study by the Society of New Communications Research, “72
per cent of respondents said they used social media to research a company’s
reputation for customer care before making a purchase, and 74 per cent
choose to do business with companies based on the customer care experiences
shared by others online.” With such large percentages of consumers using
social media to acquire knowledge about a company to form a purchase
decision, it is critical that companies integrate social media into their
marketing and customer service business.

“As more consumers use social media there is an increasing desire to engage
with businesses,” said Eric Tamblyn, Vice President, Genesys Product
Marketing at Alcatel-Lucent. “Marketing and customer service departments are
both challenged with supporting these new touch points and retaining
consumer information collected if the conversation extends to other
departments. By leveraging the Genesys solution’s ability to optimise
interactions across voice and non-voice touch points, businesses can
proactively market and provide consistent customer service via Web
applications, phone or mobile devices, delivering an exceptional experience
for their consumers.”

About Society for New Communications Research
The Society for New Communications Research (
) is a global nonprofit 501(c)(3) research and education foundation and
think tank dedicated to the advanced study of the latest developments in new
media and communications, and their effect on traditional media and business
models, communications, culture and society.

About Genesys software solutions
Genesys software solutions from Alcatel-Lucent manage customer interactions
over phone, Web and mobile devices. The Genesys software suite handles
customer conversations across multiple channels and resources –
self-service, assisted-service and proactive outreach – fulfilling customer
requests and optimising customer care goals while efficiently using
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 leverage their entire organisation,
from the contact centre to the back office, while dynamically engaging their
customers. For more information, go to

About Alcatel-Lucent
Alcatel-Lucent (Euronext Paris and NYSE: ALU) is the trusted transformation
partner of service providers, enterprises, strategic industries such as
defense, energy, healthcare, transportation, and governments worldwide,
providing solutions to deliver voice, data and video communication services
to end-users. A leader in fixed, mobile and converged broadband networking,
IP technologies, applications and services, Alcatel-Lucent leverages the
unrivalled technical and scientific expertise of Bell Labs, one of the
largest innovation powerhouses in the communications industry. With
operations in more than 130 countries and the most experienced global
services organisation in the industry, Alcatel-Lucent is a local partner
with a global reach. Alcatel-Lucent achieved revenues of Euro 15.2 billion
in 2009 and is incorporated in France, with executive offices located in
Paris. For more information, visit Alcatel-Lucent on the Internet:

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