Breaking Down the Walls of the Contact Centre at Call Centre Expo 2006

- Genesys’ Customer Contact Centre Maturity Model shows how enterprise-wide communication will be the future for the contact centre

- Stand C10, NEC Birmingham, 3rd- 4th October 2006

WOKINGHAM, September 25th, 2006 - Genesys Telecommunications Laboratories, an Alcatel company (NYSE: ALA, Paris: CGEP.PA), will demonstrate its recently launched Customer Contact Centre Maturity Model at this year’s Call Centre Expo. Visitors to the Genesys Stand will see how organisations can for the first time achieve a balance of revenue generation, efficiency, cost reduction and customer service by focusing on seven key contact centre capabilities. On the stand Genesys will work with key partners IBM, Softlab and Silver Lining Solutions (SLS) to demonstrate how issues such as enterprise-wide communication, agent productivity and customer segmentation can increase the effectiveness of contact centre systems.

Joining Genesys on Stand C10, IBM will showcase its integration of the Websphere web management solution with the Genesys Voice Portal to give businesses highly personalised customer care across a broad range of communication channels, including voice self-service. Softlab will demonstrate its multi-layered integration between Genesys software and leading CRM solutions and will show how to easily manage the up-sell/cross-sell process, apply analytics tools that facilitate agent productivity and provide agent and business performance results. This enables an organisation to increase efficiency, improve the quality of customer service and generate revenue from the contact centre. Silver Lining Solutions, which was recently appointed a Genesys EMEA partner, will demonstrate its new Skills Manager Solution, which automates the lengthy process of assessing agent skills, identifying skills gaps, and creates training plans by fully integrating with Genesys WFM. The solution helps enhance key agent skills, which improve Genesys contact routing solutions and reduce cost.

“This year’s show is a great opportunity for contact centre managers to assess where their businesses are going in the next few years,” commented Mark Turner, Vice President, UK and Ireland, Genesys. “The level of enterprise-wide integration available, coupled with the increasing demands of the customer, lead to a situation where every part of the business has to have a direct role in the customer-facing aspects of the business.

“The partnerships that we are showcasing this year are designed to emphasise this trend. Both Genesys and its partners have spent a great deal of development time on designing integration strategies and bringing all solutions into line with those strategies, so that contact centres can achieve genuinely seamless enterprise operations and maturity within their businesses,” Mark Turner continued.

About Genesys Telecommunications Laboratories, Inc.
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 3,300 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.

About Alcatel
Alcatel provides communications solutions to telecommunication carriers, Internet service providers and enterprises for delivery of voice, data and video applications to their customers or employees. Alcatel brings its leading position in fixed and mobile broadband networks, applications and services, to help its partners and customers build a user-centric broadband world. With sales of EURO 13.1 billion and 58,000 employees in 2005, Alcatel operates in more than 130 countries. For more information, visit Alcatel on the Internet: http://www.alcatel.com

Media Contact:
Lucille Jackson, Genesys, 0118 9747100, ljackson@genesyslab.co.uk


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