New Genesys solution transforms customer service via an Intelligent Customer Front Door

Genesys Telecommunications Laboratories introduced a new set of solutions that employ a business rules engine to shift call answering away from frustrating IVR menus and "voice mail jail" to an intelligent blend of self-service and live-service.

The new Genesys intelligent Customer Front DoorTM, or iCFDTM, transforms the experience for customers entering the "telephone front door" of enterprises.

The iCFD is a unique combination of Genesys Dynamic Contact Centre components and advanced self-service applications that:

  • Discerns the identity and intent of a caller in the fewest steps
  • Gathers relevant information from back-end data or workflow to understand the context of their call
  • Determines how to treat callers based on established business rules
  • Matches the most relevant and available resource, including self-service, proactive notification, automatic callback or live service to deliver the best customer experience
  • The iCFD breaks new ground in customer service call handling by applying business rules that draw upon multiple ways to interact with customers and resolve their requests, rather than forcing customers into an automated system that is singularly focused on cost containment, as with traditional IVRs.

For example:

  • At a major North American utility company, callers that discussed a service request two days prior may be connected automatically to the same agent that handled the initial request when that agent is present and available
  • At a European airline, a customer calling three hours before departure time on a scheduled itinerary may be connected to flight status automatically, and be offered proactive notification of changes in flight status, and then be prompted in self-service to consider an upgrade purchase
  • At a global wireless provider, a caller responding to a sales promotion can be offered the opportunity to buy immediately rather than sifting through irrelevant choices.

"The days of offering the same call answering options to every caller are over," said Eric Tamblyn, Vice President of Product Marketing for Genesys. "The iCFD redefines the role of self service, away from mere cost savings and toward an improved customer experience. The iCFD is a key instrument for Genesys customers to enable Dynamic Contact Centres that are capable of adjusting to customer needs in multiple ways."

The iCFD solutions can combine self-service and speech technologies, a business rules engine that controls routing of customer interactions, and a customer interaction management platform that monitors and controls assisted service agents and key capabilities such as callback and proactive contact to deliver a complete customer experience. The iCFD business rules engine dynamically creates options for self-service and provides responses via self-service, proactive notification, automatic callback or by routing directly to an expert resource, thus delivering fast resolution and superior service. This combination improves the caller's experience, reduces customer frustration and can significantly reduce operating costs.

The iCFD is designed for enterprises or managed service providers who serve sophisticated customer environments with multiple customer types and contact numbers, and large swings in volume of inquiries. iCFD is enabled to operate in multiple languages with any speech recognition software, and can include business processes tailored to the unique needs of any customer service organisation.

The iCFD is implemented through Genesys with its key partners who have developed specialised applications designed to meet enterprise needs. The iCFD solution can co-exist within multi-vendor environments and is extensible to multiple contact options (i.e. callback, proactive contact).

About Genesys Telecommunications Laboratories, Inc.

Genesys, an Alcatel-Lucent company, is the only company that focuses 100 per cent on software to manage customer interactions over the phone, web and in e-mail. The Genesys software suite dynamically connects customers with the right resources - self-service or assisted-service - to fulfill customer requests, optimise customer care goals and efficiently use 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 can leverage their entire organisation, from the contact centre to the back office, to improve the overall customer experience. As a result, Genesys helps stop customer frustration, drive efficiency, and accelerate business innovation. For more information, go to http://www.genesyslab.com or visit the industry blog at http://www.betterinteractions.com   

Date - 03/04/2008

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