Contact Center Solutions Featured Article

Genesys Telecommunications Laboratories, Inc., an Alcatel-Lucent company, has named Conversive as an Advanced Technology Partner.

 

Partnering with Conversive will allow Genesys to use Conversive Live Automation, a Web chat solution that combines automated responses with live interaction in its contact centers. 

 

According to the company officials, Conversive Live Automation is expected to enhance the Genesys solution by virtue of its ability to automatically answer up to 80 percent of questions posed on the chat channel.

 

Genesys expects its contact centers to be more efficient and effective in terms of overall performance, cost-containment and customer satisfaction using the live automation software. Genesys is said to have more than 100 million customer interactions every day for 4,000 companies and government agencies in 80 countries.

 

"Conversive is thrilled to be selected as a Genesys Advanced Technology Partner," said Robert Williams, Conversive's Chairman and CEO. "We are excited by the prospect of adding further value to their customers' support and service centers through the integration of Conversive Live Automation Web chat. It is our view that, just as no modern contact center should be without IVR or VRU automation, it should not lack Conversive Live Automation Web chat."

 

The Conversive software leverages an organization’s knowledge base of products, pricing and procedures which helps to create automated responses instantly to routine questions in a conversational format. It provides highly accurate and context-sensitive answers to queries.

 

Conversive has also  introduced stationary and animated avatar along with recorded voice or text to voice to personalize and humanize the chat experience, and retain customer interest.

 

Its automated and live online conversational technology is built upon multiple patents and pending patents that reflect the solutions’ sophistication and simplicity.

 

The company is said to handle all aspects of the integration of its Conversive Live Automation with the Genesys solution, including supporting customer service representatives through the familiar Genesys Interface and connecting to the powerful management and reporting features on which Genesys customers have come to rely.

Headquartered in Agoura Hills, near Los Angeles, Conversive solutions have been deployed at companies such as PSE&G, Qantas Airways and more.