Genesys to Bring UC to the Contact Center
June 19, 2009
) has announced the launch of UC Connect, a product initiative to improve integration and interoperability between the Genesys Customer Interaction Management (CIM) software platform and UC solutions.
An Alcatel-Lucent (News
) company, Genesys’s software suite will dynamically connect customers with the right resources required to fulfill customer requests, optimize customer care goals and efficiently use resources.
By integrating its CIM platform directly with other UC platforms, the traditional difficulties that made it impossible for customer service agents to transfer calls back to branch office workers or use other UC capabilities such as instant messaging to access resources located outside the central contact center operation are eliminated.
The UC Connect initiative will enable a hand-off from the contact center to branch or back office workers, through a tight integration that protects infrastructure and application investments on both sides.
UC Connect will also allow enterprises to measure the effectiveness of their employees and at the same time increase the profitability of interactions with customers.
In addition, the offering integrates an Interaction Preview and Auction mechanism – making it possible to send an interaction preview to all resources within a skill pool whose UC presence shows "Available" and render this preview within the UC client.
The interaction will be sent to a worker only after he has clicked “Accept” which will ensure that workers are available in real-time. This helps to avoid manual updates to the workers UC presence when they are busy with other tasks.
Calvin Azuri is a contributing editor for TMCnet. To read more of Calvin’s articles, please visit his columnist page.
Edited by Stefania Viscusi