Alcatel-Lucent to showcase its new Genesys 8 software suite at G-Force Amsterdam

22nd April 22, 2010 — Alcatel-Lucent (Euronext Paris and NYSE: ALU) today announced its Genesys 8 software suite release will have its first EMEA preview at this year's G-Force event in Amsterdam, 27th–29th April 2010. The new platform that includes intelligent Workload Distribution (iWD) software, enables organisations to synchronise the customer experience into a single conversation, across multiple channels and touch points, while increasing the efficiency and visibility of workflow processes across the extended enterprise.

Genesys 8 software addresses critical enterprise needs by enabling a single, coordinated customer conversation across channels and contact points. Conversations made over multiple channels are now an improved customer experience through an integrated conversation and context manager that synchronises conversations across multiple customer touch points including in-person, contact centres, Web, mobile devices and social media. "The main theme of this year's G-Force event in Amsterdam is transforming the customer experience through 'Dynamic Customer Engagement'. Genesys 8 technology will support businesses that want to make this vision a reality," said Nicolas de Kouchkovsky, Chief Marketing Officer, Enterprise Applications for Alcatel-Lucent. "Having a centralised system that manages customer interactions across multiple channels and optimises the operations within an enterprise enables businesses to focus on the actual customer experience rather than the processes behind it."

According to Nicolas de Kouchkovsky, the key to a successful customer service strategy is engaging with consumers on their terms and being able to provide a seamless, efficient and personalised service. Businesses that do this can gain a competitive advantage.  

"With Genesys 8 technology companies can begin to deliver the kind of customer experience that customers want and expect from businesses today," he said.

Key Capabilities – Core Genesys 8 Platform
At the heart of Genesys 8 is a new integrated platform, interface and development environment that offers simplified administration and streamlined implementation. Organisations benefit from:

  • Improved customer experience through an integrated conversation and context manager that synchronises conversations over time and across channels, in person, over the Web, mobile and social media
  • Role-based interfaces that enable each enterprise user to design the customer experience, configure the software, engage with customers and optimise the customer service operation, depending on their role
  • Flexibility through modular solutions for specific needs

The Genesys 8 platform and the administrative tools create a consistency that simplifies, unifies and orchestrates the customer experience for any size organisation. This ties together all customer-service applications and leverages an open approach to technology and infrastructure, including telephony, CRM applications, unified communications, customer databases and other software. Genesys 8 also leverages industry standards, such as Session Initiation Protocol (SIP), a core standard for IP.

Modular solutions for the Genesys 8 Platform
Several new modular solutions work in concert with the core Genesys 8 platform or as standalone solutions. These modular solutions make it easier to implement the software beyond the contact centre and in a variety of environments, including:

  • Genesys Contact Centre: This solution addresses traditional contact centre agents by combining the Genesys platform, tailored role-based interfaces and tools.
  • Genesys iWD (intelligent Workload Distribution): This solution uses rules and business processes to route tasks and work items to the most appropriate resource. Enterprises can ensure timely fulfilment of customer service requests by dynamically prioritising and distributing tasks to those best suited to handle them. iWD distributes work based on the value of the task or the customer.
  • Genesys Workforce Optimisation: Workforce optimisation enables enterprises to maximise efficiency through recording, speech analytics and quality management, workforce management, skills and training.
  • Genesys iCFD (intelligent Customer Front Door): This integrated solution leverages the Conversation Manager with its embedded Context Services to collect customer intent and needs, determine how to treat them, and direct customers to the best resource.
  • Genesys Performance Management: Includes complete reporting and analytics, leveraging the Advisor family and Interactive Insights applications for insight across all channels.
  • Genesys eServices: The eServices solution brings together Web, mobile, and social media channels to support the contact centre, marketing, social media, online-sales, and Web and back office agent organisations. It integrates knowledge and Web self-service with any Genesys voice, Web and mobile channel.

About Genesys
Alcatel-Lucent’s Genesys solutions feature leading software that manages customer interactions over phone, Web and mobile devices. The Genesys software suite handles customer conversations across multiple channels and resources - self-service, assisted-service and proactive outreach - fulfilling customer requests and optimising customer care goals while efficiently using 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 leverage their entire organisation, from the contact centre to the back office, while dynamically engaging their customers. For more information, go to www.genesyslab.com.

About Alcatel-Lucent
Alcatel-Lucent (Euronext Paris and NYSE: ALU) is the trusted transformation partner of service providers, enterprises, strategic industries such as defence, energy, healthcare, transportation, 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 15.2 billion in 2009 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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