Genesys announces availability of G6 Internet contact centre solution

Genesys Telecommunications Laboratories, Inc., an independent wholly-owned subsidiary of Alcatel and the leading provider of universal queue contact centre solutions for complete customer relationship management, has announced availability of its G6 Internet Contact solution. Internet Contact version 6.0 delivers powerful new features for bringing consistent customer communications to all Internet touch points, combined with the ability to integrate Internet interactions in a fully voice-enabled universal queue routing environment.

Internet Contact version 6.0 offers updated chat, e-mail, and web collaboration capabilities with extensive security features that help businesses deliver more effective and efficient customer service over the Internet. Genesys` award-winning Internet contact centre solution was introduced in June of 1999, offering companies an alternative to point solutions like e-mail management. Today, the Genesys Internet Contact solution is being used by leading companies in the Global 2000, including British Telecom.

"Point solutions providers continue to lack voice expertise and the ability to integrate the routing of all customer interactions through a universal queue," said Nicolas de Kouchkovsky, vice president, eRM business unit, Genesys. "Our latest Internet Contact solution leverages the benefits of G6`s suite-wide reporting and analysis capabilities for better managing contact centre strategies, while continuing to deliver the benefits of managing e-business activity and overall customer relationships in an integrated communications environment."

New Features Include Multi-Session Chat

Internet Contact version 6.0 offers businesses the ability to deliver more consistent, personalized web site interactions, while helping agents more efficiently manage customer inquiries over the variety of communications channels available on the Internet, including e-mail, web form posts, web chat, web collaboration, web call-back and web call-through (Voice-over-IP).

Internet Contact version 6.0 now offers agents the ability to carry out multiple chat sessions at their desktop to increase productivity. In addition, the latest Internet Contact solution also offers new agent-to-agent transfer features. This enables customers and accompanying content from e-mails, chat sessions, web form posts, web callbacks, and web collaboration activity to be directly sent to another agent or even a separate group of agents that handle a different business function, like transactions and billing. Agent-to-agent transfers eliminate the need to re-route the customer back through a customer queue to wait in line.

Proven High-Volume E-Mail Management

Internet Contact version 6.0 features the proven scalability delivered in Genesys` traditional voice contact centre solutions. For example, Genesys tested the Internet Contact solution`s ability to handle high volumes of e-mail, successfully managing the routing of up to 100,000 e-mails per day through the Genesys universal queue routing engine. Unlike competing solutions, Genesys leverages its Universal Queue routing capabilities to deliver individual customer e-mails to the best-suited, best-skilled agent, rather than allowing agents to choose from multiple e-mails at their desktop.

Enhanced Web Collaboration Improves Online Service The G6 Internet Contact solutions now includes support for dynamically generated content and dynamic form sharing for improved web collaboration and co-navigation between customers and agents. As a result, agents can now better assist customers in filling out online applications, making e-commerce purchases, and fulfilling online service requests. For contact centres with existing desktops, G6 Internet Contact can be integrated with `in-house` agent applications and CRM desktops from leading vendors.

Finally, new HTTP tunnelling support helps reduce interruptions or delays in chat sessions and web call-back requests, allowing inquiring customers to interact more easily across third-party firewalls.

British Telecom Syncordia Solutions Realizing Benefits of Universal Queue BT Syncordia Solutions is already implementing enhanced service options for its own business customers using the latest Genesys Internet Contact solution. With Genesys, BT Syncordia Solutions has deployed contact centre solutions that enable companies to offer their customers combined voice and web-based communications with agents, while helping them manage all customer contacts consistently using Genesys` Universal Queue routing technology.

"The telephone continues to be key in customer communications," said Jeremy Stafford, head of eCRM at BT Syncordia Solutions. "But there is unquestioned value in properly managing all customer interactions in a unified manner, from phone to e-mail to chat, and so on. Using Genesys technology, BT Syncordia Solutions is able to offer businesses the capability to manage customer communications across a variety of media in an integrated and co-ordinated fashion. This approach is crucial if a business wants to successfully manage customer relations."

Fully Integrated with G6 Suite for Streamlined Installation, Suite-Wide Reporting

Internet Contact 6.0 is fully integrated with the entire G6 suite of contact centre solutions from Genesys. The G6 Suite features Genesys` leading universal queue routing capabilities, streamlined installation `wizards` and standardized, suite-wide reporting and analysis capabilities. The fully integrated Genesys G6 Suite offers Enterprise Routing, Network Routing, Workforce Management, Outbound Contact and Universal Workflow solutions.

Availability

For availability of the G6 Internet Contact solution your region, please contact your local Genesys office. For more information on Genesys and the G6 Suite, visit www.genesyslab.com.