Genesys Releases Customer Interaction Management Platform Version 7.5 for the Dynamic Contact Center
PARIS - Genesys Telecommunications Laboratories, an Alcatel-Lucent company (Euronext Paris and NYSE: ALU), introduced an upgrade of its contact center software.
Genesys defined a vision, called the Dynamic Contact Center, which orchestrates all the areas of customer service automation.
The Dynamic Contact Center integrates a range of capabilities that enable customer service centers to better understand and control their operations, switch from reactive to proactive customer service, and manage traffic and resources to meet changing business requirements as their environment changes. Version 7.5 delivers new capabilities.
Genesys 7.5 builds on the Genesys software platform, particularly in leveraging Open IP and SIP standards. Genesys 7.5 incorporates presence through IM, chat, and IP telephony and leverages excess resources by switching agents to contact management.
Genesys 7.5, available in April 2007, delivers new capabilities in four key areas:
- Consolidation and Virtualization of Resources
Through expanded support for SIP (Session Initiation Protocol) and supporting virtual queues across multiple sites or branches.
- Proactive Contact Management
Service organizations actively engage their customers to apprise them of relevant events or changes, such as appointment reminders or delayed flight departures. Proactive contact management generates messages in multiple formats - such as SMS or e-mail - to inform customers. This enables a service organization to adjust inbound and outbound interactions based on current traffic or external events.
- Reporting and Analytics
Including metrics and reporting that provide more interaction detail across self- and assisted-service channels such as Web, chat, and e-mail.
- Branch, Remote and Expert Integration
This key capability includes presence-based routing. For example, higher-valued clients might go to a skilled resource located within a branch office, rather than the general call center.
"The Dynamic Contact Center validates Genesys' expansion into the areas of federation and process optimization," said Daniel Hong, lead analyst, Voice Business for Datamonitor. "Through the Dynamic Contact Center, Genesys introduces new capabilities and texture around core routing, analytics and communication elements. When combined together, this is a powerful message and puts Genesys on the leading edge of the customer service software market evolution. We have great expectations for the DCC and are anxious to gauge its uptake in the market."
"Outsourcing is increasingly a way of life for contact centers, but most vendors do not offer specific features in their applications that recognize this reality," contends Sheila McGee-Smith, president and principal analyst of McGee-Smith Analytics. "With Genesys 7.5, customers take advantage of the latest in IP technology to tie together federated sites using Genesys SIP Server. In addition, Genesys' sophisticated routing can consider the cost structure of an outsourcing contract and/or contract-based service level agreements. These 7.5 features allow both outsourcers and the enterprises using them to optimize their resources."