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TMCNet:  Genesys Ushers in New Era of Simplicity for Advanced Customer Service

[December 04, 2012]

Genesys Ushers in New Era of Simplicity for Advanced Customer Service

DALY CITY, Calif. --(Business Wire)--

Genesys (News - Alert), a leading provider of customer service solutions, today announced its latest breakthrough in advanced customer service technology - Genesys Orchestration. Genesys Orchestration technology combined with the latest Genesys Business Rules application brings powerful customers service capabilities directly into the hands of the enterprise business user, including the ability to control sophisticated customer service strategies at the click of a button. The Genesys Business Rules application empowers line of business managers and customer service executives to directly manage activities within the contact center through an intuitive user interface. Business managers can instantly make changes to customer segmentation and routing strategies, business processes, and workflows that support business goals and customer service - all without the need for lengthy IT change management processes.

Key Facts:

  • Packaging Customer Service Best Practices into Easy-to-Use, Flexible Business Rules - In the past, deploying sophisticated customer service strategies, including advanced customer routing based on skills, services levels and business goals, required a complex set of programming workflows and customization. Leveraging more than 20 years of Genesys experience and innovation, Genesys Orchestration technology captures proven customer service strategies and routing methodologies, and packages them into easy-to-deploy applications through the Genesys Business Rules user interface. The Business Rules application allows users to quickly design and deploy their customer service and contact center strategies - with the ability to change strategies in real time.
  • Empowering Companies to Benefit from Proven Customer Service Strategies - Whether newly deployed strategies and business rules are based on pre-defined Genesys templates or those designed and proven by the business, the Business Rules approach allows companies to capture and quickly re-use existing strategies. This lowers the total cost of ownership by dramaticaly reducing the time needed to deploy new strategies, while virtually eliminating the need for IT involvement.
  • Simplified Management and Orchestration of Customer Conversations - Through an easy-to-use user interface, the Genesys Business Rules application exposes business-specific parameters to users to manage the customer experience. For example, business managers can immediately change routing and customer process strategies based upon service level goals, CRM data, purchasing history and other parameters. Business conditions such as an expiring certificate of deposit or upcoming flight status can be flagged from Genesys Rules to initiate customer service activities, such as an outbound notification, customized IVR treatment, or agent-specific routing strategies.
  • Core Component of Genesys Solutions - Genesys Orchestration and Business Rules are key Genesys technologies and are part of Conversation Manager, which was introduced as part of the company latest Genesys 8 release. Conversation Manager captures history, context and other vital customer information to proactively anticipate customer needs.

Supporting Quotes:

"Today's announcement is a breakthrough in that it opens the door to advanced customer service to a much broader set of users and companies - including businesses that have not typically deployed powerful solutions like Genesys," said Merijn te Booij, Vice President of Products and Strategy at Genesys. "As we continue to focus on technology that simplifies and speeds the deployment of advanced solutions, while delivering low TCO, Genesys Orchestration and Business Rules are changing the game in how customer service is managed and by whom within the enterprise."

Supporting Resources:

Genesys Rules System Interface
Genesys Conversation Manager
Genesys 8 Platform

About Genesys:

Genesys is the world's leading provider of customer service and contact center software and services - with a 100% focus on customer experience and mission to save the world from bad customer service. With more than 2,000 customers in 80 countries, Genesys is uniquely positioned to help companies bring their people, insights and customer channels together to drive today's new customer conversation. Genesys software directs more than 100 million interactions every day from the contact center to the back office, helping companies deliver fast, simple service and a highly personalized cross-channel customer experience. Genesys software also optimizes processes and the performance of customer-facing employees across the enterprise.
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