Genesys and Alcatel-Lucent Exhibits
The following is a list of Genesys products and solutions that will be showcased in exhibits or live demonstrations during G-Force Dallas:
intelligent Customer Front Door/Conversation Manager™
Cross Channel Conversations
Are you tired of traditional and boring voice response services? No surprise if you are! Now, we will change that and demonstrate an innovative BlueSky airline reservation service featuring Genesys intelligent Customer Front Door (iCFD™), Conversation Manager™, and mobile customer care. Genesys iCFD™ integrates self-service with customer data and business logic to create a more personalized customer experience. Conversation Manager™ enables enterprise to provide seamless cross-channel and context-based customer engagement even in separate time frames. In addition, this BlueSky reservation will demonstrate the ultimate 360-degree dynamic customer engagement from all touch points including voice, web, and mobile.
eServices
Cross Channel Conversations
Today’s customer service and sales delivery strategy is no longer limited to the traditional telephone and four walls of the contact center. The growing need for a complex, cross-channel support environment requires agents to manage an array of interactions via e-mail, chat, SMS, social media, and phone. These channels combined with knowledge management fuel a consistent, single source of truth across the entire enterprise. Organizations that deploy a comprehensive Genesys eServices solution will enjoy a host of powerful capabilities based upon an integrated platform that incorporates business rules, industry leading intelligent routing of interactions, and a robust set of historical and real-time reporting.
Genesys Social Engagement
Cross Channel Conversations
Social Media is top of mind for all executives. Today, Facebook is boasting almost 600 million members and Twitter 190 million. As a result, it is imperative that companies striving to deliver world-class customer service incorporate social media across the enterprise. This requires breaking down organizational silos, and integrating social, voice, web, and mobile channels. Learn how Genesys SocialEngagement can create a holistic environment where social media content is shared throughout the enterprise and companies can capitalize on this new, personal, real-time customer service touch point. We will demonstrate the benefits of leveraging social media as the new customer-service and marketing channel.
Genesys Multi-Channel Proactive Communications
Cross Channel Conversations
A growing number of enterprises are incorporating proactive communications into their customer service agenda. Proactive communications is the combination of outbound technologies and processes that enable enterprises to send targeted and interactive messages to customers, notifying them of changes in scheduling, the availability of relevant products and services, and whether certain bill payments are due or account balances are low. They enable consumers to preemptively make adjustments to their schedules or accounts before genuine issues arise. Channels include voice (both self service and assisted), SMS and email. The Genesys Proactive Communications booth will demonstrate all aspects of outbound communications.
Genesys Workforce Management and Skills Management
Enterprise Resource Optimization
Ensuring your workforce is adequately coached and trained translates into better customer interactions. We will demonstrate how Genesys Workforce Management and Skills Management can not only help you better plan and manage your workforce but also uniquely identify skill gaps and schedule the right training to the right employee at the right time to ensure they consistently and cost-effectively provide stellar customer service. Learn how Genesys Workforce Optimization suite, the industry’s first skills-centric WFO for front and back-office environments enables businesses to align training, work assignment, scheduling, quality management, and career development against established targets.
Genesys Quality Management
Enterprise Resource Optimization
Quality in service plays a significant role to ensure customers remain loyal to your business. We will demonstrate how Genesys Quality Management provides complete call and screen recording, comprehensive quality assurance, scoring and reporting capabilities that help you evaluate individual as well as team performance. Learn how Genesys Workforce Optimization suite, the industry’s first skills-centric WFO for front and back-office environments enables businesses to align training, work assignment, scheduling, quality management, and career development against established targets.
UC Connect: Leverage the Entire Enterprise
Enterprise Resource Optimization
UC Connect allows you to extend your customer service operation beyond the contact center and into the rest of the organization, levering your existing or planned unified communications investment. Come by the booth to learn how UC Connect can help you to provide dynamic customer engagement, linking customer service to experts or customer service trained resources outside the contact center.
Mobile Customer Care & SDK’s
Open Systems
From the iPad 2, the Samsung Tab, Android Apps, 4G and LTE, there are many examples of how furiously fast mobile devices are affect our everyday lives. In terms of enterprise use the mobile apps business was over 6B in 2010. To learn more about what Genesys has planned to help you with mobile customer care, please stop by the Mobile Customer Care booth where we will be demoing our latest technology.
iWD
Service Delivery Optimization
Fulfilling a customer request often involves other departments across the organization, going beyond the contact center and into back-offices. Genesys iWD delivers an optimized service delivery process by dynamically prioritizing the distribution of work tasks based on customer and process value, compliance requirements, and service objectives to the people best suited to handle them. We will demonstrate how iWD works in concert with existing enterprise software applications such as ERP, BPM, and CRM, as well as homegrown legacy systems.
Interaction Workspace/Administrator Extension/Composer
Service Delivery Optimization
Change the conversation with Interaction Workspace, the innovative agent desktop that transformed how users manage the conversation with the customer. Your customers expect a seamless experience across various channels of communication with you. That experience needs to translate to how the agents manage conversations. It is no longer about managing individual interactions but about the conversation. Come see how Interaction Workspace changed the end user experience to allow your business to go from blended agents to blended conversation.
VitalSuite Performance Management for Genesys
ALU Enterprise
VitalSuite for Genesys Contact Center Application and Infrastructure Performance management. VitalSuite is a multi-vendor, multi-technology and multi-tenanted performance monitoring system for data, voice and application which will help improve Contact Center Performance by proactively monitoring mission-critical applications and network resources. VitalSuite provides visibilities into Genesys Servers metrics, Genesys application process metrics, calls and sessions metrics via GVP, SIP call setup metrics and VoIP QoS metrics, plus Contact Center Agent desktop application delay and response time metrics.
Advisors
Performance Management
Real-time answers about Contact Center performance on your Smart Phone? Enterprise-wide visibility that is meaningful for managing operations in real-time? Come on by the Advisor Booth to learn more
Interactive Insights
Performance Management
Exploring patterns in customer service for Inbound, Outbound, Email, Chat, and the Back-office from the same BI solution? Come on by the Interactive Insights Booth to learn more.
Genesys University
Other
Realize business objectives by investing in your people. As a customer and partner training organization, Genesys University is your best source of superior, comprehensive, and relevant education on Genesys contact center products. Our role-based and product-based curriculum and certification strategy train your Genesys contact center operations teams to learn faster and work smarter.
OpenTouch™/Mobility
The OpenTouch™ Experience
In a world where consumer communications technologies have outpaced enterprise communication usages, the world of collaborative conversations has emerged. Enterprise workers are increasingly eager to access solutions that increase collaboration, provide always-on connectivity, enable multi-device instantaneous messaging, and enable multi-tasking. Come discover the benefits of collaborative conversations offered by OpenTouch™ through business use cases.
Collaborative Conversations for smart phones and tablets.
Come discover how true workforce mobility can be achieved by extending the benefits of collaborative conversations to mobile devices such as smart phones and tablet PCs.
Alcatel-Lucent Services
ALU Enterprise
Alcatel-Lucent Services works with Genesys to provide end-to-end turnkey Telco Customers’ Experiences Orchestration Solutions, including full project life cycle Mgt around Genesys suite and partner products, Telco specific Network tuning including IP/SIP expertise, tailored SelfCare/VXML/Video applications, advanced CRM & Billing integrations, Operational Transformation of your Customer Interactions setting the path towards Lean Operator.
Immersive Communications
ALU Enterprise
Immersive Communication, a visionary application conceived by Alcatel-Lucent and supported by research efforts that span virtually every technology domain, effectively enables people in geographically diverse locations to communicate and interact with one another as if they were in the same space. This is achieved by mixing representations of real people in a virtual environment, so-called mixed reality. By enabling this degree of proximity, Immersive Communication is able to make collaboration more effective, enhance communication, and increase productivity. Complementing these productivity gains, Immersive Communication is also able to reduce costs by obviating the need for travel and by concentrating processing in the network as it reduces power and energy consumption, a clear environmental benefit.
