Proactive Business Management Seen As Key Driver in Improving Customer Service

  • Genesys outlines vision to give entire business visibility to manage customer service in real-time

Wokingham, April 30, 2008 - Today at G-Force San Antonio, Genesys Telecommunications Laboratories, an Alcatel-Lucent company (Euronext Paris and NYSE: ALU) will offer a roadmap for enterprises to leverage a management suite that provides real-time visibility into the actions required to drive strategic customer service initiatives. Responding to one of the key issues facing customer service, Genesys, the market leader, will unveil its vision and product set to enable Proactive Business Management via a next-generation suite of software.

The challenge for most companies is enabling proactive responses to unplanned events, understanding the impact on operations of the customer experience, and empowering all levels of the organisation with real-time information to respond to changing conditions.

Transforming customer service requires going beyond the traditional approach of relying solely on historical reporting by leveraging real-time proactive management. Genesys Proactive Business Management provides real-time visibility into the actions required to drive strategic customer experience initiatives to:

  • Monitor all critical systems and applications that impact customer service, not just those within the contact centre
  • Create specific views for stakeholders that align from agents up to the COO, to provide actionable information and align the organisation
  • Accelerate decision-making and actions by delivering contextual information that correlates in real-time key events from across the enterprise

According to Sheryl Kingstone of Yankee Group: "Proactive Business Management is a market that is attracting a lot of interest. Easy access to drill down to the root cause of an issue in real-time is one of the most important missing elements for most companies that prevents them from improving the customer experience."

Genesys, which acquired Informiam Software in December of 2007, will address this need by substantially expanding its product family this year. The company will create a suite of offerings with Informiam technology that complements and extends its own Info Mart software. Info Mart leverages detailed historical data to provide customer service insights. The result will be the industry's most comprehensive suite of applications that extends from historical information to real-time action management software.

"We are already seeing significant market traction for Proactive Business Management and expect continued strength throughout 2008," said Paul Segre, President and CEO, Genesys.

Informiam, which is an open, 'platform agnostic' system that can be used with any environment, will serve as the cornerstone of the Genesys Proactive Business Management offerings, comprised of five real-time role-based applications tailored to Business Operations, IT Operations, Customer Relationship  Advisors, Contact Centre Advisors, and Frontline Advisors.

In addition, Genesys is expanding Info Mart. Like Informiam, the Info Mart suite leverages data warehouses, query tools, business intelligence, and customer interaction management applications to drive decision making. Info Mart has been aligned with Informiam and is configurable to provide role-based information.

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 or visit the industry blog at 
About Alcatel-Lucent
Alcatel-Lucent (Euronext Paris and NYSE: ALU) provides solutions that enable service providers, enterprise 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 revenues of Euro 17.8 billion in 2007 and is incorporated in France, with executive offices located in Paris. For more information, visit Alcatel-Lucent on the Internet:


Media Contact:
Duncan Burford, PR for Genesys, 01780 721 433,


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