Genesys introduces universal workflow to support end-to-end customer service

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, have introduced Universal Workflow, a new Genesys solution that automates the processing of work items, such as web-forms, faxes and documents, throughout the enterprise. Universal Workflow helps businesses provide end-to-end customer service by extending Genesys` industry leading routing capabilities to the management and completion of work items stemming from customer interactions.

Genesys has also extended its position as the leading provider of universal queue interaction management applications with the release of G6, the latest version of its award-winning contact centre suite. Taking a solutions-based offering approach, G6 combines new releases of Genesys` award winning product line -- 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.

End-to-End Customer Service Reaches Beyond the Contact Center Successful management of the life cycle of an interaction, from initial contact through fulfilment, is key to a successful CRM strategy. Universal Workflow intelligently routes, tracks and reports on any work item, enabling businesses to more efficiently manage business processes, as well as to review and revise the process at any point in the cycle. Automating the fulfilment process throughout the enterprise, between the contact centre, the mid-office and the back office, gives businesses the ability to provide end-to-end customer service.

"Genesys` launch of Universal Workflow demonstrates our focus on providing complete customer centric applications," said Laurent Philonenko, CTO, Genesys. "Using our core technology, Universal Workflow extends our solutions beyond the contact centre and gives businesses a powerful tool for better handling of interactions and business processes. Universal Workflow opens a new realm of proactive automation capabilities."

Extending the Universal Queue

Universal Workflow extends Genesys` customer interaction routing capabilities to work item handling throughout the enterprise by integrating the front office with the back office and creating a universal queue that includes work items and contact centre interactions. This universal queue automatically delivers relevant work items (documents, faxes, paper, web-forms, customer histories, etc.) from anywhere in the enterprise to any worker`s desktop for a complete view of the customer and more effective business process execution.

Using the same universal queue technology that enables Genesys customers to route their customer interactions to the right resource, Universal Workflow routes any work item to the appropriate employee based on processes defined by the business. Items that are managed by Universal Workflow can originate from any point of the enterprise such as, the mailroom, accounting department or contact centre. With a single planning and management environment for routing real-time and off-line documents, businesses are able to optimise all staffing resources. For example, contact centre staff could be utilised during non-peak hours to facilitate the processing of off-line work items. In addition, businesses can use the work modeller to help process, design, analyse, and fine-tune a business practice by evaluating variations in resource levels, changes in staff and product mix.

Universal Workflow in Action:

Contact Center: during non-peak call times, Universal Workflow routes emails or other non-call work items to agents in "not busy" state.

Financial - Loan Processing: John Doe, who has been working with Agent Jane on previous interactions, contacts the enterprise. Universal Workflow automatically routes the interaction, as well as relevant customer and business documents and contact history to Agent Jane.

Financial - Loan Approval Processing: a customer`s loan is approved. Universal Workflow automatically sends notification to the customer and routes relevant work items to appropriate employees to schedule outbound contact for improved customer service.

Insurance - Claim Processing: customer John Doe is currently using the IVR. Mid-call, John decides to check the status of his claim with his account representative, Jane. Universal Workflow automatically routes the call, customer data, claim and supporting documents/images to Jane`s desktop.

Telco - Service Activation: a customer requests DSL service activation.

Universal Workflow automatically routes the appropriate data and documentation through the various business and management layers to complete the fulfilment process, from line provisioning to modem installation and user connection set-up.

Healthcare: a hospital-billing service representative interacts with an insurance claim processing representative. The billing department prepares the total bill for patient John Doe, which includes bills from several departments (radiology, x-ray, anaesthesiology, specialist, etc.). Universal Workflow routes this bill to the correct insurer. At the insurer, Universal Workflow routes the bill to the claims examiner who issues or denies payment. Throughout the process, anyone - patient, nurse, service representative, etc., seeking status or information about the particular bill/claim has visibility into the entire process.