Genesys announces new G6 suite for more powerful customer relationship management

Genesys Telecommunications Laboratories, Inc., an independent wholly-owned subsidiary of Alcatel and the leading provider of universal queue interaction management solutions for complete customer relationship management, has announced G6, the latest version of its award-winning contact centre suite. Taking a solutions-based offering approach, G6 combines new versions of its integrated interaction management applications - Enterprise Routing, Network Routing, Workforce Management, Outbound Contact and Internet Contact - with streamlined installation and suite-wide management and reporting that helps businesses bring new contact centre and customer relationship management functionality quickly to market.

"As e-business and new communications devices continue to grow in use and popularity, contact centres are becoming the gateways to modern-day customer relationship and business process management," said Nicolas de Kouchkovsky, vice president, eRM Business Unit, Genesys. "G6 helps businesses address this rapidly changing business communications environment, while allowing them to evolve their CRM strategies to increase profits and stay ahead of the competition."

Installation Wizards Offer Streamlined, Intuitive Deployment G6 features new Installation Wizards in CD format for all of its solutions.

The G6 Installation Wizards enable a step-by-step, intuitive configuration process and one-button deployment when the solution is ready for start-up.

Genesys Installation Wizards allow businesses to quickly implement additional Genesys solutions based on business readiness, new revenue opportunities, and to improve overall competitive positioning.

Centralised Management Layer Helps Drive Service Levels

G6 also introduces suite-wide management capabilities that deliver a single point of control for all Genesys contact centre solutions. Contact centre managers benefit from easy-to-use methods for managing and controlling contact centre performance, including real-time monitoring, control of solution availability, and centralised logging. G6 also ensures high availability of its solutions with new fault detection and resolution capabilities.

Real-Time Monitoring and Business Reporting Standardised Across Solutions

Comprehensive, solution-specific reporting and analysis capabilities are now bundled with each Genesys offering. Reporting also can be integrated across all Genesys solutions and touch points to measure overall effectiveness. G6 solutions provide managers with a real-time view of all contact centre activity combined with `cradle-to-grave` interaction tracking and advanced business reporting. Businesses benefit by having easy access to a complete view of customer interactions to drive more effective and efficient customer relationships.

"In order to deliver a seamless, consistent customer experience and drive long-term loyalty, businesses must have a CRM infrastructure that is fully integrated across all customer communications channels," said Colleen Amuso, analyst, Gartner. "Applications must provide customer service representatives with visibility into all phone and web activity, as well as give managers the ability to analyse effectiveness and immediately react to changing environments."

The Industry`s Broadest Range of Integrated Contact Center Solutions .

Enterprise Routing and Network Routing: with the latest version of Genesys` Interaction Routing Designer, business managers can easily define business rules to map contact centre objectives instead of using complicated or arcane programming methods to change routing strategies. This empowers business managers by providing an instant view into the heart of contact centre operations, while at the same time allowing these managers to react to changing contact centre conditions with instant point and click functionality.

Workforce Management: contact centre planners, supervisors, and agents together can address the ongoing challenges in forecasting, scheduling, and adherence for all interactions within the contact centre - across media channels and sites. G6 provides a series of tools that focus on their different needs and delivers additional support for work policies, rules management, and multi-skill activities to effectively meet defined service levels. Contact centre supervisors now have web-based access to intra-day schedule and adherence modules that ease ongoing workload management and team performance. In addition, agents can enter schedule preferences and view current team assignments from a web browser, contributing to greater agent control and retention.

Outbound Contact: the completely re-architected outbound contact solution is designed to pick up where predictive dialers leave off by enabling businesses to proactively build customer relationships. Instead of relying on dedicated hardware and stand-alone applications, Outbound Contact creates a seamless, blended environment across multiple sites. This increases contact centre effectiveness by providing flexible management for either centralised or distributed multi-site operations, including dynamic control of campaigns and configurations. Additionally, contact centre managers can choose when and how to combine outbound campaigns with inbound voice, web, chat, and email activities using unified and integrated business rules - all while meeting service level goals.

Internet Contact: powerful new features bring one-to-one interactions to all Internet touch points. Updated web collaboration capabilities allow dynamic sharing of web content and forms between agents and customers to help businesses drive superior online service and e-commerce transactions.

Agents can now assist with online applications, purchases, service requests, and more. New text chat functionality includes multi-session capabilities, and customer transfers between agents and queues. Additional features include enhanced security using HTTP tunnelling between users, contact centres and corporate web sites.