Pierre Perrin-Monlouis Dernière mise à jour: 20 octobre 2021
San Francisco, April 13, 2010 – Alcatel-Lucent (Euronext Paris and NYSE: ALU) announced today a significantly expanded eServices solution for customer service and sales with the introduction of Genesys Knowledge Management, Genesys Web Callback and Genesys SMS. These products, built upon the new Genesys G8 platform also announced today, enable cross channel conversations and deliver a consistent experience as customers transition across voice and non-voice channels.
Alcatel-Lucent’s Genesys eServices, available immediately, brings a unique combination of cross channel and Web-based customer services by integrating Genesys: E-mail, Chat, SMS, Web Self-Service, Knowledge Management, Web Collaboration and Web Callback. With Genesys eServices, enterprises deliver “real-time-any-time” customer service and sales that are proactive, personalized and multi-channel.
Customers increasingly rely upon the Web, mobile and growing social media channels. To tap this opportunity and drive growth while deflecting costs, companies are re-tooling their eServices. As customers jump between the traditional voice channel and these many emerging non-voice channels, companies are challenged to maintain a singular conversation and consistent experience.
New Capabilities
The Genesys eServices solution is enhanced with the following new capabilities and products:
Genesys Knowledge Management: With the introduction of Genesys Knowledge Management, the result of an OEM agreement with InQuira, Genesys now provides consistent knowledge and answers as customers jump across voice, Web, and mobile channels.
Genesys SMS: Today, consumers are increasingly relying upon short message service (SMS) as their primary means of communications. As such, Genesys SMS helps companies communicate with their customers through mobile devices and smart phones.
Genesys Web Callback: When browsing a company’s website, customers frequently require additional assistance. With Genesys Web Callback, customers can schedule a live phone call with an agent to assist with their sales or service inquiry.
“The key to growing a business today is being where the customers are and engaging them — anytime, anywhere,” said Nicolas de Kouchkovsky, Chief Marketing Officer, Enterprise Applications for Alcatel-Lucent. “Customers today often prefer non-voice channels like texting and social networks. Genesys eServices lets organizations open virtual offices in those virtual spaces to deliver real customer sales service.”
With the Genesys eServices solution, organizations can:
Reduce the cost of face-to-face and call center support channels
Gain a competitive advantage in building customer loyalty
Turn browsers into buyers by reducing shopping cart abandon rates
Engage with customers and prospects over their preferred channels
Assign business priority to any multi-channel sales or service request to improve conversion rates and service levels
Offer a consistent customer experience across all channels.
Thanks to the modular design of the Genesys 8 software, the Genesys eServices solution is available either as an integrated capability of the Genesys Software suite or as a modular solution that extends the functionality of the Genesys 8 platform outside of the contact center.
For more information, please go to: www.genesyslab.com
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, optimizing 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 organization, from the contact center 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 defense, 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 organization 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
Contact the Alcatel-Lucent Press Office: [email protected]
