Science & Technology
Science and Technology
Science and Technology
Thu, June 11, 2009
Wed, June 10, 2009
Genesys Telecommunications Laboratories, Inc., an Alcatel-Lucent company: Genesys Introduces Suite of Software to Manage Custom
BARCELONA, SPAIN--(Marketwire - June 10, 2009) - Genesys, an Alcatel-Lucent company (Euronext Paris: ALU) (
Responding to the fact that virtually every contact center today has the dual mandate of increasing operational quality and flexibility while managing resources and costs more efficiently, the new Genesys Advisor suite of applications provides a powerful, flexible and feature-rich platform to visually monitor and measure the entire customer service system in real-time via an information dashboard that can run virtually anywhere -- from the contact center, to the executive suite, to mobile broadband devices.
The Genesys Advisor suite leverages the products Genesys acquired when it purchased Atlanta-based Informiam, a pioneer in performance management software, and extends them with the ability to make "on-the-fly" changes. The new Genesys offerings also extend the technology to new platforms with the addition of the Genesys Mobile Advisor for mobile devices.
All of the Genesys Advisor applications are based on the concept of Visual Real-Time Management (Visual RTM), which helps customer service agents better understand problems, tap into a broader set of internal resources, take immediate action and leverage lessons learned into their ongoing customer service operations. The Genesys Advisor software suite incorporates a step-by-step approach to:
-- Visualize: See the information, recognize and drill down to understand evolving issues. All performance becomes visible at all management levels. -- Collaborate: Create a normalized process to leverage knowledge for actions. All performance issues are visible allowing teams to be better able to work together based on the same information and metrics and to assign actions to team members. -- Act: Enable the use of the Dynamic Contact Center dashboard to act on information to optimize resources and traffic based on desired outcomes from within a single unified application. -- Learn: Allow users to quickly leverage results in real-time from their past actions.
"As organizations make use of customer service agents working from home, the monitoring, management, and evaluation of real-time contact center operations can be challenging," said Merijn to Booij, vice president of Product Management for Genesys. "We've just given them a way of navigating their entire organization -- including business and operations -- and presenting a singular version of the truth (about their customer service performance) on which they can confidently act to align operations with business requirements."
The Genesys Advisor software suite is designed to be accessible and easily understood by virtually any user -- from customer service, business analysts, IT, business executives, to workforce managers -- and is comprised of five key modular applications:
-- Contact Center Advisor - Designed for executives and contact center operational managers, the Contact Center Advisor consolidates and correlates call data around the customer service chain in real-time in a simple, elegant unified display and detects exceptions in a business context across the enterprise. -- Workforce Advisor - By consolidating data from multiple switches and workforce management applications, the Workforce Advisor helps organizations manage the supply/demand equation for the contact center enterprise. -- Frontline Advisor - Used by contact center supervisors and team leaders to identify opportunities for 'coaching-in the-moment' and manage agent call and sales behavior in real-time by correlating agent state and revenue data with behavioral rules. -- Agent Advisor - Used by contact center agents to manage their own call and sales performance activities, the Agent Advisor provides real-time visibility into their behavior and allows them to self-correct and encourages them to act on supervisor coaching and best practices. -- Mobile Advisor - Designed for the on-the-go executive, the Mobile Advisor keeps the executive connected and informed about contact center operations no matter where they are. Mobile Advisor enables real-time access to customer service performance from a mobile smartphone.
The entire Genesys Advisor suite is available immediately for implementation through Genesys and its partners.
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 ].
About Alcatel-Lucent
Alcatel-Lucent (Euronext Paris: ALU) (
