Contact Center Solutions Featured Article

Genesys Telecommunications Laboratories will offer a roadmap today at G-Force San Antonio. This roadmap will enable enterprises to leverage a management suite that provides real-time visibility into the actions required to drive strategic customer service initiatives.


Genesys plans to unveil its next-generation suite of software in response to one of the key issues facing customer service. By unveiling its vision and product set, the company will enable Proactive Business Management.

Most companies face the ongoing challenge of enabling proactive responses to unplanned events. Other challenges include understanding the impact on operations of the customer experience and empowering all levels of the organization with real-time information to respond to changing conditions.

A complete transformation in customer service requires going beyond the traditional approach to relying solely on historical reporting by leveraging real-time proactive management.

As a result, Genesys Proactive Business Management is designed to provide real-time visibility into the actions required to drive strategic customer experience initiatives to monitor all critical systems and applications that impact customer service; create specific views for stakeholders; accelerate decision-making and actions.

In a Wednesday statement, Sheryl Kingstone of Yankee Group shared: "Proactive Business Management is a market that is attracting a lot of interest. Easy access to drill down to the root cause of an issue in real-time is one of the most important missing elements for most companies that prevents them from improving the customer experience."

Genesys, which acquired Informiam Software in December of last year, will address this need by substantially expanding its product family in 2008. The company plans to create a suite of offerings with Informiam technology that complements and extends its own Info Mart software.

Info Mart is designed to leverage detailed historical data to provide customer service insights. The anticipated result will be a comprehensive suite of applications that extends from historical information to real-time action management software.

"We are already seeing significant market traction for Proactive Business Management and expect continued strength throughout 2008," said Paul Segre, President and CEO, Genesys, in Wednesday’s statement.

 

Informiam, an open, 'platform agnostic' system, can be used with any environment. It will serve as the cornerstone of the Genesys Proactive Business Management offerings, comprised of five real-time role-based applications tailored to Business Operations, IT Operations, Customer Relationship Advisors, Contact Centre Advisors, and Frontline Advisors. Genesys also plans to expand Info Mart to be aligned with Informiam and configurable to provide role-based information.

Too often, an enterprise will experience a break down in communications that will impact the customer experience, and the company is unaware of the occurrence or the impact on the customer. Not only are organizations striving to prevent such problems, they are also looking for solutions that provide seamless customer service, despite potential problems.

 

As customer service continues to gain in importance in nearly every industry, the demand for such solutions will continue to grow. Genesys is in a perfect position to drive demand for its product suite, while growing its share of this segment of the market.

 

Susan J. Campbell is a contributing editor for TMC and has also written for eastbiz.com. To see more of her articles, please visit Susan J. Campbell’s columnist page.