Alcatel-Lucent has announced the immediate availability of a major new release of its Genesys customer service software, an open, comprehensive suite for customer interactions.

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.
Genesys 8 software helps enterprises integrate every interaction and touch point, so they can engage customers with the ideal service experience at the right time across any channel. For example, enterprises can orchestrate conversations enabling various service representatives to understand the context of the issue across time and channels. The new Genesys Conversation Manager with its embedded Context Services re-captures a holistic view of the customer experience by weaving together the frequently disconnected threads that hamper multiple departments and communications channels.
“As consumers and technology have changed the ways they communicate, customer service must maintain context and continuity, which has been a difficult challenge,” says Nicolas de Kouchkovsky, chief marketing officer: Enterprise Applications for Alcatel-Lucent. “With Genesys 8, customer service tools have caught up with today’s customer service environment.”
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, contact centres, 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; and
* 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.
Genesys solutions work in concert with the core Genesys 8 platform. 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 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 eServices: The eServices solution brings together Web, mobile, and social media channels to support the contact center, 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.
* Genesys Workforce Optimisation: Workforce optimisation enables enterprises to maximise efficiency through recording, speech analytics and quality management, workforce management, skills and training.
* Genesys Performance Management: Includes complete reporting and analytics, leveraging the Advisor family and Interactive Insights applications for insight across all channels.
* 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 fulfillment 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.