Genesys Telecommunications Laboratories, Inc., a subsidiary of Alcatel, announced today that Technology Marketing Corporation (TMC)`s Customer Inter@action Solutions magazine (
www.cismag.com
) has named Genesys Voice Callback as a recipient of a Product of the Year Award for 2003. Customer Inter@action Solutions has been the premier publication in the CRM, call center and teleservices industries since 1982.
Genesys Voice Callback enables companies to provide their customers the option to receive a callback instead of waiting on hold for a customer service agent when wait times are long. In addition to providing an enhanced customer experience, Genesys Voice Callback also dramatically lowers associated telecommunications costs such as toll-free and long distance charges.
With Genesys Voice Callback customers can choose a callback "as soon as possible" or specify a particular time that is convenient to them. At the same time, companies can prioritize customer callbacks based on pre-defined segmentation strategies. For example, "gold" customers might be routed directly to an agent, while "silver" and "bronze" customers are put in queue for a callback. Callbacks can be centrally managed and routed to the best skilled agent across multiple sites, so companies can match resources based on customer value.
"Genesys Voice Callback is a winning product not only for Genesys, but also for enterprises and end-user customers," said Paul Segre, chief technology officer, Genesys. "With Voice Callback, businesses are able to keep service level agreements even during unexpected bursts of traffic without requiring additional staff. And Voice Callback stops customer frustration by eliminating long hold times."
According to Customer Inter@action Solutions Group Editor-In-Chief, Rich Tehrani, Genesys Voice Callback was selected because it has gone the extra mile to help improve both the customer experience and the ROI for the companies using it.
A full list of Product of the Year winners will appear in the January 2004 issue of Customer Inter@action Solutions magazine.
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Genesys Telecommunications Laboratories, Inc., a subsidiary of Alcatel, is 100% focused on software for call centers. Genesys recognizes that better interactions drive better business and build company reputations. Customer service solutions from Genesys deliver on this promise for Global 2000 enterprises, government organizations and telecommunications service providers across 80 countries, directing more than 100 million customer interactions every day. Sophisticated routing and reporting across voice, e-mail and Web channels ensure that customers are quickly connected to the best available resource - the first time. Genesys offers solutions for customer service, help desks, order desks, collections, outbound telesales and service, and workforce management. Visit www.genesyslab.com for more information.
TMC
Since its inception in 1972, Technology Marketing Corporation (TMC) has produced industry-leading trade magazines and events focused on technology and communications. TMC publishes Customer Inter@ction Solutions and Internet Telephony, and the online publications TMCnet.com, Planet PDA Magazine, BiometriTech and Alternative Power. TMC produces BiometriTech Conference, INTERNET TELEPHONY Conference & EXPO and The Global Call Center Outsourcing Summit. TMCnet.com publishes more than 25 topical online newsletters. For more information about TMC, visit its Web site at www.tmcnet.com.