Genesys Nets 31 New Software Patents in 2002
SAN FRANCISCO, CA - Genesys Telecommunications Laboratories Inc., a subsidiary of Alcatel (NYSE: ALA, Paris: CGEP.PA), announced that its continued development of customer service technologies has resulted in the receipt of 31 new patents in 2002. The addition of these latest patents brings Genesys' total number of patents to 126. The latest patents cover a wide spectrum of technologies that enable customer service. Key additions to the company's patent portfolio include: * Automated service processes -- technology identifies pre-defined causal actions, automatically initiates and accomplishes affiliated tasks and notifies the customer upon completion. For example, online or phone-based loan processing will provide feedback and prompt customers for additional required information as the application process proceeds. * Web-enabled mobile calls -- technology enables mobile-phone users to leverage wireless communications for one-touch access to customer service personnel. This application provides instant voice-based assistance for customers while browsing a company's Web site via mobile phone. * Email routing based on agent skill-set -- a standard now among sophisticated contact centers, Genesys provides the ability to route customer inquiries based on individual agents' product or business acumen, subject knowledge and languages, among other criteria. * Dynamically created call scripts -- using customer-entered touch-tone data or dialed number identification service (DNIS), this technology recognizes caller attributes and automatically supplies appropriate agent scripts for more personalized service. These software offerings - like all Genesys solutions - run on the widest range of hardware platforms and networks, enabling companies to leverage existing telephony infrastructures and CRM applications. "Genesys has more than twelve years' history in developing customer service software that enables companies to increase customer profitability through more intelligent and efficient service transactions," said Genesys chief operating officer Laurent Philonenko. "Our research and development team will continue to work intensely on pioneering technologies that deliver fast and repeatable bottom-line results to our customers."