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Software to improve the customer experience by integrating self- and assisted service

Brussels, – August 25, 2008 – Genesys Telecommunications Laboratories, Inc., an Alcatel-Lucent company (Euronext Paris and NYSE: ALU) today announced software that significantly improves the customer experience by aligning self- and assisted service, and integrating voice across all customer service environments through open standards. Genesys Voice Platform (GVP) 8, unveiled at SpeechTEK, marks a major new release of Genesys’ market-leading software platform for interactive voice response (IVR). 

 

GVP 8 is significant because it acts as an integrated platform that ends the standalone nature of voice self service. It is tightly integrated with both Session Initiation Protocol (SIP) and the intelligent Customer Front Door (iCFD) solutions from Genesys and its partners. iCFD is an industry-wide initiative to transform the experience for customers entering the “telephone front door” of enterprises and break down self-service as a silo by leveraging key applications and business rules.

 

GVP 8 further leverages voice in customer service by tightly integrating key technologies such as SIP, web integration, and voice security software, as well as providing a single development environment for contact centers that use the Genesys Customer Interaction Management (CIM) platform.

 

“GVP is a very important element of our overall strategy,” said Paul Segre, President and CEO, Genesys, “because it brings to the forefront the convergence of all the technologies that touch customer service. Along with our CIM platform, GVP has led the transformation away from silos and ‘point solutions’ towards a more holistic approach to customer care.”

 

“In the present ‘down economy’ we’re not seeing companies abandon customer service to focus on cost containment. Instead we’re seeing companies invest in technologies that help to lower costs, but also improve customer service and personalization – either in self assistance, live assistance or both,” said Drew Kraus, Research Vice President, Gartner.  “We’re seeing an increased investment in newer generation software-based IVRs that integrate much more tightly to both customer data in CRM software packages as well as to real-time contact queuing and routing engines.”

 

 

Click here for the complete English version of the press release.

 

 

About Genesys Telecommunications Laboratories, Inc.
Genesys, an Alcatel-Lucent company, is the only company that focuses 100 percent on software to manage customer interactions over the phone, Web and in e-mail. The Genesys software suite dynamically connects customers with the right resources - self-service or assisted service - to fulfill customer requests, optimize customer care goals and efficiently use resources. Genesys software directs more than 100 million customer interactions every day for 4,000 companies and government agencies in 80 countries. These companies and agencies can leverage their entire organization, from the contact center to the back office, to improve the overall customer experience. As a result, Genesys helps stop customer frustration, drive efficiency and accelerate business innovation. For more information, go to http://www.genesyslab.com or visit the industry blog at http://www.betterinteractions.com

 

About Alcatel-Lucent
Alcatel-Lucent (Euronext Paris and NYSE: ALU) provides solutions that enable service providers, enterprise and governments worldwide, to deliver voice, data and video communication services to end-users. As a leader in fixed, mobile and converged broadband networking, IP technologies, applications and services, Alcatel-Lucent offers the end-to-end solutions that enable compelling communications services for people at home, at work and on the move. With operations in more than 130 countries, Alcatel-Lucent is a local partner with global reach. The company has the most experienced global services team in the industry, and one of the largest research, technology and innovation organizations in the telecommunications industry. Alcatel-Lucent achieved revenues of Euro 17.8 billion in 2007 and is incorporated in France, with executive offices located in Paris. For more information, visit Alcatel-Lucent on the Internet: http://www.alcatel-lucent.com.

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