Genesys to host Voice Roadshow for contact centres

• To help ensure contact centres maximise their investment in voice solutions and deliver effective self-service applications to customers

Press Backgrounder

Media Contact:
Lara Booth, Genesys, 0118 9747024, larab@genesyslab.co.uk

The Science Museum, London, 28 February, 2006

Genesys Telecommunications Laboratories, an Alcatel company, will be holding the UK leg of the Genesys Voice Roadshow at The Science Museum in London on 28th February. Genesys will host around 100 contact centre managers and executives who are either implementing new voice applications or want to learn how the technology can benefit their business. The roadshow will consist of a series of presentations and workshops that will demonstrate to organisations how they can best link their speech investment with the customer experience through a complete people, process and technology approach.

Genesys has selected Sabio as its Systems Integration partner for the UK Roadshow to demonstrate how speech applications form an integral part of a contact centre’s approach to customer service. Many consumers become easily frustrated by poorly designed or delivered IVRs, and Sabio will help attendees at the Genesys event to understand how the technology can be designed to address both customer and business needs. Nuance, the speech partner, will give an overview of speech applications and Tuvox, the applications development partner, will discuss practical uses for speech applications within the contact centre.

“This event is aimed at raising the profile of voice solutions, as there are many contact centres that do not employ this key enabling technology, and there are also many that do, but do not do it effectively,” commented Paul Roberts, UK Marketing Manager, Genesys. “We feel that by helping businesses to identify the benefits that voice solutions can deliver, and talking with them about how best to achieve them, we can help drive the whole industry forward to create greater levels of customer service and a stronger reputation for contact centres throughout the UK. Enhancing customer service is only one of the benefits that can be gained through using speech-based self-service applications, and we will show this at the roadshow. Businesses can also optimise the productivity and efficiency of their agents and reduce their overall costs while still delivering a high level of service. There are many opportunities around voice technology, and we aim to help contact centres capitalise on them.”

“We are seeing an increased amount of negative coverage in the national press over the self-service issue, so it is clearly something that we, as an industry, must look to rectify,” added Adam Faulkner, Founding Director, Sabio. “There is talk of a consumer rebellion as frustration grows with the length and difficulty of what should be simple and easy calls for the customer. There are too many organisations that are not doing a good enough job in the eyes of their customers, and we have developed a strategic approach to turn that around and help contact centres deliver excellent service. Integrating critical people, process and technology factors into one approach, and aligning it with customer expectations and demands, helps ensure that the service will be effective in delivering the optimum service to every one of those customers.”

The Genesys Voice Roadshow will have presentations on the current state of the IVR market from Datamonitor, a presentation on how to stop customer frustration from Genesys, a discussion on how speech is applicable to a range of organisations led by Nuance, a series of customer case studies from Tuvox and finally a workshop on how to make speech work for your business from Sabio.

Genesys, an Alcatel company, is 100 per cent focused on software for contact centres. Leading companies in the Global 2000 and Fortune 1000 use Genesys to deliver interactions that drive better business. With 3000 customers in 80 countries, Genesys directs more than 100 million customer interactions every day. Genesys allows enterprises to achieve key business objectives by tying together customer interactions, people, and customer information in both traditional telephony and IP environments. Sophisticated routing and reporting across voice, e-mail, documents and Web interactions, coupled with integrated self-service, ensure that customers are quickly connected to the right resource - the first time. Genesys solutions stop customer frustration and allow enterprises to deliver superior customer satisfaction and improved business results. For more information visit us at www.genesyslab.com.

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