Contact Center Solutions Featured Article

Genesys Telecommunications Laboratories, an Alcatel-Lucent company, recently revealed a key initiative called Cross Channel Conversations, which according to the company is designed to eliminate the gap between traditional contact centers, the Web and next-generation communication channels.

 

The company made this announcement at its annual G-Force conference held recently.

 

The new initiative, as mentioned, will result in solutions that bring together critical elements of the contact centre, enterprise resources in the branch and back office, and virtual technologies, including the Web, chat, SMS, video, avatars, virtual assistants and smartphones with mobile applications.

 

"One of the greatest difficulties in customer service is to federate the context and history of the request based on past interactions on the same topic that might have been over different channels,” said Nicolas de Kouchkovsky, president of Genesys.

 

According to Kouchkovsky, Genesys' Cross Channel Conversations addresses one of the key challenges in customer service today by preserving continuity and consistency over multiple channels.

 

Cross Channel Conversations allows a customer to seamlessly hop from one channel to another according to his/her preferences without losing the context of the interaction, resulting in a differentiated experience and the proactive management of 'moments of truth'.

 

This initiative, as stated by Genesys, is moving to break down several barriers between a variety of emerging communications channels. The initial emphasis is on blending Contact Centers and eServices in order to enable consumers to interact with an organization with whatever technology is most appropriate and efficient.

 

"As the conversation moves, numerous systems must be orchestrated to help the consumer navigate and to proactively offer the most relevant resources in the enterprise to solve an issue."

 

To support Cross Channel Conversations, Genesys will provide an integrated platform to serve as the hub of these interactions and enable enterprises to deliver a differentiated customer experience blending all of the possible communication channels - voice, Web, mobile, IM and others - into a single conversation.

 

"The Genesys Cross Channel Conversation initiative was developed because a growing number of our enterprise customers are asking for a comprehensive solution," added Nicolas de Kouchkovsky.

 

"We have drawn from the best practices of companies from around the globe who have provided valuable experience in how to unlock value through this type of integration."

 

Solutions based on the Genesys Cross Channel Conversations initiative will include;   support for the widest breadth of channels, proactive management of conversations across channels and pooling or mobilizing resources across the enterprise to leverage all talents which will allow enterprise to provide its best resources to address customer needs, clarified the company.

 

Alcatel-Lucent is noted as one of the trusted partners of service providers, enterprises and governments worldwide, providing solutions to deliver voice, data and video communication services to end-users. A provider of fixed, mobile and converged broadband networking, IP technologies, applications and services, Alcatel-Lucent leverages the technical and scientific expertise of Bell Labs, reportedly one of the largest innovation powerhouses in the communications industry.