Genesys Enables More Complete Customer View
G-Plus Strategic Initiative to Link Real-Time Customer Knowledge
Across All Touch Points and Customer-Centric Applications
SAN FRANCISCO--(BUSINESS WIRE)--Sept. 25, 2000--Genesys Telecommunications
Laboratories, Inc., an independent wholly owned subsidiary of Alcatel (NYSE:ALA -
news) and the leading provider of infrastructure independent multimedia contact center solutions, today announced a strategic
initiative aimed at linking its contact center solutions with leading e-business applications, e-commerce platforms, and traditional
customer relationship management (CRM) software. With its new G-Plus line of solutions, Genesys plans to more effectively
integrate customer-centric applications and business processes with the contact center to help businesses drive more appropriate
levels of service and build lasting, profitable customer relationships.
Genesys' today also announced its first G-Plus offering with BroadVision®, linking the company's One-To-One applications with
Genesys' solutions for greater personalization between contact centers and the web (See related release).
``As customer relationship management evolves from technology to an overall business philosophy, our customers are
understanding the value of integrating not just enterprise touch points, but also the valuable customer knowledge and business
processes across contact centers, e-business platforms, and traditional CRM applications,'' said Laurent Philonenko, chief
technology officer, Genesys. ``Without real-time sharing of customer and business intelligence across applications, the overall
customer experience is disjointed and incomplete. With our G-Plus strategic initiative, our goal is to truly complete the customer
view with integrated offerings that leverage our contact center solutions.''
``Despite industry-wide claims, no single vendor completely manages the customer experience, said Matt Cain, vice president,
Web and Collaboration Strategies, The META Group. ''As the applications that drive overall customer relationships and
personalization continue to evolve and become more closely integrated, commitments like those of Genesys' to working with
complimentary application providers offers businesses a ``real-world'' approach that delivers more complete customer relationship
management solutions.``
G-Plus Encompasses Long-Term Objectives
Customer contact centers are playing an increasingly strategic role in managing overall customer relationships and business
processes. The introduction of the G-Plus initiative is the first step Genesys is taking to link contact center activity and
intelligence with complimentary applications. Specifically, the G-Plus initiative supports the following long-term objectives:
Closing the loop in communications between today's four main enterprise touch points -- contact center, web site, field
sales and service, and brick and mortar storefronts.
Gathering and analyzing customer intelligence at every touch point and customer-centric application for business
rules-based flow of communications and work processes.
Integrating in-context or real-time customer intelligence from each and every interaction to drive service levels and
personalized communications.
``Genesys provides an essential piece of the customer view, but building a complete customer view requires applications
integration and a sharing of knowledge and processes -- not having one application pretending to be the universal source for
customer information,'' concluded Philonenko. ``Maintaining an open approach, our G-Plus initiative is about making the
complete customer view a real possibility for businesses.''
About Genesys
Genesys Telecommunications Laboratories, Inc., an independent wholly-owned subsidiary of Alcatel, pioneered the field of
Computer Telephony Integration (CTI) and today is the leading provider of infrastructure-independent contact center solutions
for the enterprise, e-business and service provider markets. With its ability to integrate interactions across all media types,
including the web and traditional voice, Genesys helps businesses provide a consistent customer interaction experience.
Headquartered in San Francisco, Genesys has 43 direct sales offices worldwide. For more information please visit Genesys at
genesyslab.com or call 888/GENESYS (in the U.S.).
Contact:
Genesys
Pete Wermter
415/437-1184
pwermter@genesyslab.com |
