Genesys introduces suite of software to manage customer service performance throughout the enterprise – from the executive suite to broadband mobile devices

Genesys Advisor software leverages Visual Real-Time Management to monitor and measure operational performance of customer service and align operations with business requirements

CAMBERLEY, June 23rd, 2009 – Genesys, an Alcatel-Lucent company (Euronext Paris and NYSE: ALU), has launched Genesys Advisor, a seamlessly integrated suite of operational performance management software to monitor, align and optimise operations throughout the entire customer service chain.

Responding to the fact that virtually every contact centre today has the dual mandate of increasing operational quality and flexibility while managing resources and costs more efficiently, the new Genesys Advisor suite of applications provides a powerful, flexible and feature-rich platform to visually monitor and measure the entire customer service system in real-time via an information dashboard that can run virtually anywhere – from the contact centre, to the executive suite, to mobile broadband devices.

The Genesys Advisor suite leverages the products Genesys acquired when it purchased Atlanta-based Informiam, a pioneer in performance management software and extends them with the ability to make 'on-the-fly' changes. The new Genesys offerings also extend the technology to new platforms with the addition of the Genesys Mobile Advisor for mobile devices.

All of the Genesys Advisor applications are based on the concept of Visual Real-Time Management (Visual RTM), which helps customer service agents better understand problems, tap into a broader set of internal resources, take immediate action and leverage lessons learned into their ongoing customer service operations. The Genesys Advisor software suite incorporates a step-by-step approach to:

  • Visualise: See the information, recognise and drill down to understand evolving issues. All performance becomes visible at all management levels
  • Collaborate: Create a normalised process to leverage knowledge for actions. All performance issues are visible allowing teams to be better able to work together based on the same information and metrics and to assign actions to team members
  • Act: Enable the use of the Dynamic Contact Centre dashboard to act on information to optimise resources and traffic based on desired outcomes from within a single unified application
  • Learn: Allow users to quickly leverage results in real-time from their past actions

"As organisations make use of customer service agents working from home, the monitoring, management and evaluation of real-time contact centre operations can be challenging," said Merijn to Booij, vice president of Product Management for Genesys. "We've just given them a way of navigating their entire organisation – including business and operations and presenting a singular version of the truth (about their customer service performance) on which they can confidently act to align operations with business requirements."

The Genesys Advisor software suite is designed to be accessible and easily understood by virtually any user – from customer service, business analysts, IT, business executives, to workforce managers – and is comprised of five key modular applications:

  • Contact Centre Advisor – Designed for executives and contact centre operational managers, the Contact Centre Advisor consolidates and correlates call data around the customer service chain in real-time in a simple, elegant unified display and detects exceptions in a business context across the enterprise.
  • Workforce Advisor – By consolidating data from multiple switches and workforce management applications, the Workforce Advisor helps organisations manage the supply/demand equation for the contact centre enterprise.
  • Frontline Advisor – Used by contact centre supervisors and team leaders to identify opportunities for ‘coaching-in-the-moment’ and manage agent call and sales behaviour in real-time by correlating agent state and revenue data with behavioural rules.
  • Agent Advisor – Used by contact centre agents to manage their own call and sales performance activities, the Agent Advisor provides real-time visibility into their behaviour and allows them to self-correct and encourages them to act on supervisor coaching and best practices.
  • Mobile Advisor – Designed for the on-the-go executive, the Mobile Advisor keeps the executive connected and informed about contact centre operations no matter where they are. Mobile Advisor enables real-time access to customer service performance from a mobile smartphone.

The entire Genesys Advisor suite is available immediately for implementation through Genesys and its partners.

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 fulfill 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.

About Alcatel-Lucent
Alcatel-Lucent (Euronext Paris and NYSE: ALU) is the trusted partner of service providers, enterprises and governments worldwide, providing solutions to deliver voice, data and video communication services to end-users. A leader in fixed, mobile and converged broadband networking, IP technologies, applications and services, Alcatel-Lucent leverages the unrivalled technical and scientific expertise of Bell Labs, one of the largest innovation powerhouses in the communications industry. With operations in more than 130 countries and the most experienced global services organisation in the industry, Alcatel-Lucent is a local partner with a global reach. Alcatel-Lucent achieved revenues of Euro 16.98 billion in 2008 and is incorporated in France, with executive offices located in Paris. 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

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