Genesys Partners with Silver Lining Solutions to Deliver Enhanced Agent Skills Management

  • Partnership provides industry’s first system that integrates skills management, skills-based routing and workforce management
WOKINGHAM, October 25, 2005 — Genesys Telecommunications Laboratories, an Alcatel company (NYSE: ALA, Paris: CGEP.PA), has announced that Silver Lining Solutions, a leading provider of skills and accreditation software, has become a Genesys InterActs partner. The partnership is the first to deliver a fully integrated approach to agent development and productivity, by offering a skills management system that seamlessly links into call routing and workforce management software. This will enable managed contact centres to significantly enhance the quality of customer interactions and improve agents’ skills in key areas such as call resolution, while reducing training and resource costs. Mobile telecom providers Orange and O2 are among the customers already installing the joint skills management approach.

Through the partnership, Silver Lining will integrate the Genesys Inbound Voice with skills-based routing functionality and Workforce Management solutions with its own Discover solution to produce an end-to-end skills management offering. The Discover solution identifies and assesses the skills of individual agents and stores them in a central skills database, which is then used to establish dynamic skills-based routing criteria, administered by the Genesys solution. Combined with Genesys Workforce Management, this process helps develop agent skill sets and increase motivation levels to enhance overall productivity and quality.

“This integration helps contact centres to improve the vital ‘people’ aspect of their operations,” commented Simon Wright, director, Silver Lining Solutions. “Contact centres understand that by focusing on their agents’ opportunities for development and advancement, agents become more motivated on the job. This factor, combined with agent assessment, produces greater agent satisfaction and retention. The partnership between Genesys and Silver Lining ensures that contact centres can easily and cost-effectively identify training needs to improve skills levels and boost overall productivity.”

“This is an important partnership for Genesys because it extends the benefits of our core technology solutions,” added Mark Turner, managing director, UK and Ireland, Genesys. “Linking the Discover solution into Genesys Inbound Voice and Workforce Management systems allows us to deliver a comprehensive, end-to-end solution to contact centres. Now businesses can take advantage of skills-based routing and produce optimum results, because the system is built on in-depth, company-specific business intelligence. This means that many more contact centres can increase the efficiency of their overall operations by combining people and technology.”

The Discover solution, in line with Genesys Inbound Voice and Workforce Management, is a truly independent solution, allowing this offering to integrate with existing systems such as human resources and payroll. This integration makes training and skills monitoring universally accessible, and enables incentive programmes to be administered accurately and easily.

About Genesys
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.

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 12.3 billion and 56,000 employees in 2004, Alcatel operates in more than 130 countries. For more information, visit Alcatel on the Internet: www.alcatel.com

Media Contact:
Paul Roberts, Genesys, 0118 9747144, proberts@genesyslab.co.uk

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