New Genesys 8 Software Suite Launches
At its G-Force user conference in Chicago yesterday, Genesys Telecommunications Laboratories unveiled a major new release of its customer service software.
Genesys 8, an open suite of customer interaction solutions, enables a single, coordinated customer conversation across channels and touch points. An integrated conversation and context manager synchronizes all customer contacts, including those that take place in-person, through contact centers, or via the Web. It identifies a conversation as any communication a customer might have with or about a company, including social media, IVR, live agent, fax, text message, email, or Web, combined with data from the customer relationship management system, frustration index, agent interaction, dynamic scripting, and more.
“It provides a unified view of all customer interactions across multiple channels over time,” explains Liz Osborn, director of product marketing at Genesys. “It incorporates new touch points, new data, and new ways to touch customers.”
At the heart of Genesys 8 is a new integrated platform, interface, and development environment that offers simplified administration and streamlined implementation. Role-based interfaces enable businesses to design the customer experience, configure the software, engage with customers, and optimize the customer service operation.
This ties together all customer-service applications, and leverages an open approach to technology and infrastructure, including telephony, CRM applications, unified communications, customer databases, and other software. Genesys 8 also leverages industry standards, such as Session Initiation Protocol (SIP).
The modules contained within the suite, which is due for full release in July, include:
- Genesys Contact Center: This solution addresses traditional contact center agents by combining the Genesys platform, tailored role-based interfaces, and tools.
- Genesys iCFD (intelligent Customer Front Door): This integrated solution leverages the Conversation Manager with its embedded Context Services to collect customer intent and needs, determine how to treat them, and direct customers to the best resource.
- Genesys eServices: The eServices solution brings together Web, mobile, and social media channels to support the contact center, marketing, social media, online-sales, and Web and back office agent organizations. It integrates knowledge and Web self-service with any Genesys voice, Web, and mobile channel.
- Genesys Workforce Optimization: Workforce optimization enables enterprises to maximize efficiency through recording, speech analytics and quality management, workforce management, skills, and training.
- Genesys Performance Management: Includes complete reporting and analytics, leveraging the Advisor family and Interactive Insights applications for insight across all channels.
- Genesys iWD (intelligent Workload Distribution): This solution uses rules and business processes to route tasks and work items to the most appropriate resource.
The key benefit of the suite, which represents a coming together of many Genesys applications, is “the intelligence, the ability to unify communications across channels and conversations, and make intelligent decisions about them,” Osborn says. “It takes [customer service] to the next level.”
According to Osborn, the solution has “really resonated” with customers involved in preliminary testing. “It’s flexible enough and adaptable enough to allow them to build applications so they can tap into [everything a customer might do],” she says.