Genesys Contact Center Solutions Deliver Long-Term ... · • Delivering the appropriate customer experience based on customer value and retention • Establishing CRM ROI – reducing

Genesys Contact Center Solutions DeliverLong-Term, Profitable Customer Relationships

Genesys is the leading provider of customercontact center solutions worldwide. Contributing toa positive customer communications experience,Genesys enables business to intelligently route allincoming and outgoing customer interactions overphone, email, and the Web.

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Genesys is the leading provider of customercontact center solutions worldwide. Contri-buting to a positive customer communica-tions experience, Genesys enables businessto intelligently route all incoming and out-going customer interactions – over phone,email, and the Web. Genesys routescustomer interactions based on businessdrivers, such as revenue goals, individualcustomer value and demographic informa-tion, agent skill sets and company-widebusiness processes. Genesys delivers itscustomers an immediate return on theirsoftware investment (ROI) by reducing costsrelated to telecommunications charges andcustomer service agent productivity in thecontact center.

Managing Customer Relationships Starts with Managing CommunicationsGenesys believes customer relationshipmanagement is a long-term business strat-egy for creating the customer-focused enter-prise. Managing customer relationshipsstarts with managing customer communica-tions and interactions – Genesys’ core com-petency. Customer contact solutions fromGenesys are the fastest way to impact thecustomer experience because the customerperception of a business or organization islargely based upon the experience duringtheir first or most recent customer serviceinteraction or sales transaction. WithGenesys, businesses can more intelligentlysegment customers within their CRM strate-gies, incorporating factors such as servicelevels, revenue goals, individual customervalue, and demographic information, agentskill sets, and company-wide businessprocesses.

Genesys’ vast experience in contact centers,combined with its award-winning, fully inte-grated suite of solutions and services and itsworld-class partners, help businesses addressthe following business challenges:

• Delivering the appropriate customer

experience based on customer valueand retention

• Establishing CRM ROI – reducing costs,and increasing productivity and customer satisfaction

• Building the customer focused enter-prise over the long term

Genesys enables businesses to integrate allcustomer media channels – phone, email,and Web – into a common framework to pro-vide a unified “face” during every customerinteraction. To assist business planning,Genesys collects and manages real-time customer information gathered during customer interactions. Genesys softwareoperates in all types of networkenvironments (circuit-switched, IP, andwireless), and easily integrates with a widerange of enterprise software applications.

Genesys Solutions: A Unique ApproachGenesys delivers the CRM industry’s onlycompletely open software solution that pro-vides a true Universal Queue approach formanaging customer interactions and relationships – in the contact center andacross the enterprise to knowledge workersand business experts. Genesys’ UniversalQueue2 (UQ2) extends the power of tradi-tional or operational CRM applications byproviding integrated multimedia routingover the full range of communicationsmedia – telephone, email, Web, VoIP, andfax. Genesys’ Universal Queue2 capabilitiesalso enable businesses to develop sophisti-cated, value-driven customer segmentationand service-level routing strategies.

Companies can choose from a range ofGenesys Suite 6 solutions to manage in-bound and outbound customer interactions.All Genesys Suite 6 solutions leverage theGenesys Framework and feature suite-widereporting and analysis capabilities. Thisgives contact center and business managersaccess to historical and real-time customerinformation, as well as contact center

performance measurements and statisticsacross all media types. Genesys Suite 6 solutions feature streamlined installation wiz-ards, enabling businesses to bring new cus-tomer contact capabilities quickly to market.To ease application integration, the GenesysGplus program offers pre-configured integra-tion with leading CRM and e-business appli-cations from companies like SAP, SiebelSystems, and PeopleSoft.

For the mid-market, Genesys Expresspackaged solutions are designed to helpreduce implementation times for single-site contact center deployments, and areleading the way in bringing “ready-to-run”enterprise-class solutions to mid-sized con-tact centers.

With Genesys’ range of integrated solu-tions, its Universal Queue2 capabilities, andits Gplus Adapters, businesses can makesmarter decisions for managing profitablecustomer relationships and personalizingcustomer service. Genesys provides a trulyunique environment with its ability to blendscalability, functional breadth for contactcenters and mission-critical quality, andease of integration.

CustomersToday, Genesys serves more than 2,000 customers around the globe through directand indirect sales channels. Genesys servesGlobal 2000 enterprises and service providers,including telecommunications carriers and application service providers, as well

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➤ as mid-market enterprises. The Company’scustomer list includes some of the most prestigious companies worldwide, includingAmazon.com, Bank of America, BarclaysBank, British Telecom, Charles Schwab, FordMotor Company, 1-800- Flowers.com, MerrillLynch, Sprint, Telstra, Travelocity, T. RowePrice, and many others.

PartnersBy working closely with industry leadingsystem integrators, software vendors andcomputer and telephony platform providers,Genesys ensures a complete solution withoptimal integration. Genesys global strategicpartners include: Accenture, Alcatel, IBM,PeopleSoft, SAP, Siebel Systems, and Verizon.

Genesys also works with the mostrespected companies in their fields, from sys-tem integration support to resellers at theregional and local level. These partnersinclude British Telecom, Cap Gemini / Ernst& Young, Compaq, Comverse Infosys,Deloitte & Touche, eJiva, Exigen, LGElectronics, Lucent AGCS, NCR, NiceSystems, Onyx, PricewaterhouseCoopers,ServiceSoft, Siemens, Sprint, Telespectrum,Dimension Data, and Witness Systems.

Genesys Suite 6Genesys Suite 6 Contact CenterSolutions: An Integrated ApproachThe Genesys Suite 6 is an integrated suiteof customer contact solutions that support

businesses’ ability to effectively managecustomer interactions in the contact centerand across the enterprise. The GenesysSuite includes the following solutions:

• Internet Contact – Enables a companyto manage all Internet interactions,while providing the ability to integrateemail response management and Web-based interaction capabilities intotraditional voice-based call centers.

• Enterprise Routing – Offers aflexible and comprehensive routingenvironment that allows companiesto route interactions based on real-time statistics, customer-stored data,such as value, or customer-definedbusiness rules.

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Figure 1 Genesys’ Universal Queue routes customer interactions over any channel based on predefined business rules.

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• Network Routing – Offers all the benefits of the Enterprise Routing solution, while -enabling businesses to deliver customer callsdirectly from a toll-free carrier network to theagent’s desktop.

• Outbound Contact – Provides a completeenvironment for creating, implementing andmanaging outbound customer contacts,including phone calls and emails, enablingbusiness to proactively manage customerrelationships.

• Workforce Management – Enables contactcenter managers to effectively plan and assignagent resources to handle inbound and out-bound customer contacts across all media types.

• Universal Workflow – Helps businesses pro-vide end-to-end customer service by extendingGenesys’ industry leading routing capabilities tothe management and completion of work itemsstemming from contact center interactions.

• Expert Contact – Unifies geographically andfunctionally disparate back office, branchoffices and field locations into one unified vir-tual enterprise. Expert contact delivers a scal-able, infrastructure independent, multisiteinteraction management solution that meetsthe challenges that businesses face in deliver-ing quality customer interactions.

• Genesys Voice Portal – Extends automatedself-service beyond the limits of traditional IVRcapabilities and transforms the phone from asimple communications device into a powerfulinformation tool available to customers aroundthe clock. This high level of availabilityincreases customer satisfaction and revenuepotential while keeping customer service andcontact center operational costs low.

Genesys delivers the CRM industry’s only com-pletely open software solution that provides a trueUniversal Queue approach for managing customerinteractions and relationships – in the contact cen-ter and across the enterprise to knowledge workersand business experts. All of Genesys’ contact center

solutions are developed on a unique frameworkthat enables enterprises to address today’s immedi-ate communications needs in both circuit-switchedand IP network environments, while providing apath to implementing complete customer relation-ship management strategies. Genesys also providesa migration path from CTI solutions to completemultimedia contact centers.

Genesys’ Gplus adapters provide “out-of-box”integration and strategic balance with complementaryenterprise applications and processes (CRM, backoffice, self-service and e-commerce). Today,Genesys offers “pre-configured” integration withSAP, PeopleSoft, and Siebel applications.

Genesys provides a single point of contact andmanagement for all customer interactions to helpbusinesses develop contact center strategies thatdrive revenue and long-term loyalty. Businessbenefits include:

• The industry’s only true Universal Queueprovides a consistent experience for thecustomer across any media – voice, email, Web

• A 360-degree view of customer interactions isavailable to any agent or employee

• A dynamic, interaction routing and manage-ment strategy based on customer attributes,such as value, that can be aligned with thecompany’s business goals

• A contact center framework that is compatiblewith any infrastructure – traditional circuit-switched or IP environments

• Expanded Installation Wizards to simplify andspeed deployment of contact center solutions,including the ability to import switch andagent information

• Predictive routing that integrates GenesysWorkforce Management with Universal Rout-ing, ensuring more efficient use of availableagent resources

• Advanced Workforce Management multimediaforecasting to handle email backlogs and meetdesired service levels, while maximizing agentproductivity

• Scalability and high availability ■

Ad NederlofChief Executive Officer

Christophe Lamarsaude Chief Financial Officer

Laurent Philonenko Chief Operating Officer

Paul SegreChief Technology Officer

Genesys TelecommunicationsLaboratories, Inc.2001 Junipero Serra Blvd.Daly City, CA [email protected]

☎ Tom BongiornoPhone [email protected]

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