Genesys Unveils Key Capabilities of Dynamic Contact Center
SAN FRANCISCO - Genesys Telecommunications Laboratories unveiled key capabilities of the Dynamic Contact Center (DCC). The DCC showcases how customer service can be elevated to a strategic business asset designed to increase overall customer loyalty and business value. A DCC stops customer frustration, drives contact center efficiencies and accelerates business innovation.
The recently released Genesys 7.5 (widely available in April 2007) is a platform for a broader set of capabilities that Genesys and its partners will deliver over the next 18 months. Genesys 7.5 takes advantage of Open IP and SIP standards and is a contact center software that incorporates presence through IM, chat, and IP telephony.
One Genesys customer, FinecoBank of Italy, found that Genesys Open IP and SIP solutions fit well with Fineco's online delivery model. "We wanted to create an open, transparent communication line, moving our customers to the appropriate expert to solve their problem or answer their question," said Massimo Maggioni, CRM strategy developer, FinecoBank. "We want to create strong relationships between Fineco, our financial planners and our customers. The bank gives customers direct access to those in CRM, the front office and the back office."
The Genesys component of 7.5 that supports the development of a DCC infrastructure is the branch, remote, and expert integration. This new extension capability leverages field experts selectively, regardless of location.
Genesys 7.5 sends the call to an expert agent regardless of location.
"The Genesys DCC validates the company's expansion in process optimization," said Daniel Hong, lead analyst, Voice Business, Datamonitor plc. "Through DCC, Genesys introduces new capabilities and texture around agent integration, core routing and communication elements. When combined together the message of customer-centricity is a powerful one."
"The evolution to SIP and voice over IP is a key enabler of location-independent contact center operations," said Sheila McGee-Smith, president and principal analyst of McGee-Smith Analytics. "Genesys customers that have implemented SIP Server are often making the transition to support an increased number of agent locations without proliferation of hardware systems."