Science & Technology
Science and Technology
Science and Technology
Tue, September 22, 2009
Genesys Telecommunications Laboratories, Inc., an Alcatel-Lucent company: Genesys Creates Integrated Solution That Seamlessly A
BIRMINGHAM, UK--(Marketwire - September 22, 2009) - CCEXPO -- Genesys Telecommunications Laboratories, Inc., an Alcatel-Lucent company (Euronext Paris: ALU) (
"The ability to enhance agent performance through the automated need detection and scheduling of targeted training in a timely and efficient manner is a valuable capability that is seldomly deployed," said Jim Davies, Research Director, Gartner Group. "The effective integration of traditionally siloed contact center functions such as training, scheduling and performance management is an essential requirement for contact center workforce optimization."
"This is a significant step forward for the WFM market," said Merijn te Booij, Vice President Product Management and Strategy, Genesys. "Based on customer input, we identified training as a key capability, licensed the technology from our partner Silver Lining and incorporated it within these two new modules."
How It Works
Genesys Skills Assessor -- provides a range of online skills assessment, Quality Management and observational feedback tools, to identify and optimize the skills affecting agent performance, by:
-- Combining objective and subjective 360 degree assessment results with staff performance data from Genesys, Customer Relationship Management, HR and legacy quality management systems to identify individual staff skill levels and exact training needs -- or their 'skills DNA.' -- Providing the Genesys Configuration Management Environment call routing database with up-to-date, highly accurate agent skill level information -- supporting virtualisation and skills-based routing optimisation.
Genesys Training Manager -- allows contact centres to automatically build, schedule and manage multiple agent training plans in Genesys Workforce Management, and:
-- Automatically builds customised training plans that take into account agent needs, service level impact, and agent, trainer and classroom availability. -- Provides agents, trainers, team leaders and training teams with an online view of the training scheduled in Workforce Management -- trainers can also register who attended training, while missing agents can be automatically re-scheduled in WFM. -- Allows links to Learning Management Systems, to push eLearning courses to agents at scheduled times.
General Availability
Genesys Training Manager is available immediately and Genesys Skills Assessor will be available within the next 60 days.
About Genesys Workforce Management
Genesys Workforce Management ([ www.genesyslab.com/products/workforce_management ]) enables users to forecast, schedule and track workforce performance in multi-site and multi-channel environments. It includes intra-day management, real-time adherence and an API for integrating third-party applications, such as human resources, payroll or performance management. It handles inbound and outbound calls, email, chat/IM, as well as back-office tasks and work items. Genesys WFM release 7.6.1 capabilities include:
-- Profile Scheduling -- allows users to easily and accurately optimize profile schedules. -- Agent-initiated exceptions -- enables agents to enter exceptions into their calendars and optionally have them inserted into the Master Schedule. -- Report Scheduling -- automatically schedules and generates WFM reports, and stores them in a new report repository. This offers the flexibility to schedule the generation of reports overnight, or any other time so the reports are ready to view and analyze in a timely manner. Optionally, users can create distribution lists when a report is scheduled.
About Silver Lining Solutions Limited
Silver Lining Solutions has been providing skills management solutions for contact centres since 2001. Based in Rugby, England the company has developed a skills and training management solution called Skills Manager which is used by some of the UK's leading companies -- including Jupiter Asset Management, O2 and Orange. Companies use Skills Manager to assess, analyse and improve the skills of their staff in contact centres, branches and offices -- reducing training time and costs whilst improving skills, performance and operational efficiency. For more information, go to: [ www.silverliningsolutions.co.uk ]
About Genesys Telecommunications Laboratories, Inc.
Genesys, part of Alcatel-Lucent's Applications Software Group, is the leading provider of software to manage customer interactions over the phone, Web and mobile devices. The Genesys software suite connects customers with the right resources -- self-service, assisted-service and proactive outreach -- 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 dynamically engage with their customers. As a result, Genesys stops customer frustration, drives efficiency and accelerates business innovation. For more information, go to [ www.genesyslab.com ]
About Alcatel-Lucent
Alcatel-Lucent (Euronext Paris: ALU) (
