Genesys 'Solutions Theatre Presentation' to give insight into intelligent Customer Front Door at Call Centre Expo 2008

  • Will demonstrate how the iCFD can personalise the customer experience to generate loyalty to the  business - as experienced by Belgacom
  • Wednesday 17th September at 15.40 in the Customer Management Technology Theatre, Hall 9

WOKINGHAM, September 10th, 2007 - Genesys Telecommunications Laboratories, an Alcatel-Lucent company (Euronext Paris and NYSE: ALU), announced today that it will give a Solutions Theatre Presentation at this year’s Call Centre & Customer Management Expo. Bruce Eidsvik, VP of Voice Portal Sales, Genesys EMEA, will talk about how contact centres, like Belgacom's, can improve the customer experience using its unique intelligent Customer Front Door (iCFD), which optimises service and resources at the same time.

The iCFD ensures customers are given a personalised experience from the second they enter the contact centre - whether in a self or assisted service capacity. This personalisation then continues throughout the entire experience as the customer is routed and dealt with in the best way to resolve their enquiry and leave them satisfied. Businesses will also benefit from the customer segmentation strategies considered within the iCFD, which increase agent productivity and enable agents to offer satisfied customer relevant cross- and up-sale opportunities.

"The intelligent Customer Front Door helps to make businesses more effective - both for their customers and within themselves," commented Bruce Eidsvik, VP Genesys Voice Portal Sales, EMEA. "A good customer experience is at the heart of every improvement that a business can make through the contact centre. Cross- and up-sales are more easily converted on a happy customer than an angry one; and customer loyalty has been proven to be one of the most effective competitive differentiators in today’s cut-throat environment.

"The extensive research that has gone into the value of the customer - especially by Bain and Co - shows that a more comprehensive approach to building loyalty could be the key to success," Bruce Eidsvik continued. "I will aim to show contact centre managers how they can begin taking on these challenges in their own businesses at the Call Centre and Customer Expo show this year."

The presentation will take place at 15:40 on Wednesday 17th September in the Customer Management Technology Theatre, Hall 9 at the NEC Birmingham. Genesys will also be exhibiting at Stand E11 throughout the exhibition and experts will be available on the stand. Joining Genesys on Stand E11 will be implementation partner Sabio and Alcatel-Lucent.

About Genesys Telecommunications Laboratories, Inc.
Genesys, an Alcatel-Lucent company, is the only company that focuses 100 per cent on software to manage customer interactions over the phone, web and in e-mail. The Genesys software suite dynamically connects customers with the right resources – self-service or assisted-service – to fulfil customer requests, optimise customer care goals and efficiently use resources. Genesys software directs more than 100 million customer interactions every day for 4,000 companies and government agencies in 80 countries. These companies and agencies can leverage their entire organisation, from the contact centre to the back office, to improve the overall customer experience. As a result, Genesys helps stop customer frustration, drive efficiency, and accelerate business innovation. For more information, go to www.genesyslab.com or visit the industry blog at www.betterinteractions.com

About Alcatel-Lucent
Alcatel-Lucent (Euronext Paris and NYSE: ALU) provides solutions that enable service providers, enterprises and governments worldwide, to deliver voice, data and video communication services to end-users. As a leader in fixed, mobile and converged broadband networking, IP technologies, applications, and services, Alcatel-Lucent offers the end-to-end solutions that enable compelling communications services for people at home, at work and on the move. With operations in more than 130 countries, Alcatel-Lucent is a local partner with global reach. The company has the most experienced global services team in the industry, and one of the largest research, technology and innovation organisations in the telecommunications industry. Alcatel-Lucent achieved adjusted proforma revenues of Euro 18.3 billion in 2006 and is incorporated in France, with executive offices located in Paris. [All figures exclude impact of activities transferred to Thales]. For more information, visit Alcatel-Lucent on the Internet: http://www.alcatel-lucent.com

Media Contact:
Duncan Burford, UK PR for Genesys, 01780 721 433, dburford@iba-europe.com or visit the industry blog at

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