Contact Center Solutions Featured Article

Genesys Adds Conseros' Business Applications to its Software Portfolio

January 22, 2009

Genesys Telecommunications Laboratories, an Alcatel-Lucent company and a provider of software to help contact centers better manage customer interactions over the phone, Web and in e-mail, today announced it has acquired Canada-based Conseros, a company that supplies business applications.

Conseros’ applications help enterprises to manage and distribute work items in large volumes to anywhere within the enterprise.
This capability gives business users visibility and the ability to better manage the responsibilities, priorities and people who are responsible for service delivery.
“Customer service is being increasingly managed and optimized throughout the enterprise. For many organizations, it now extends beyond the confines of the contact center and into other areas of the business involved in the overall service delivery,” said Sheila McGee Smith, a key industry analyst and principal of McGee-Smith Analytics.
“These include branch offices and experts in the back-office where six to ten different organizational units are servicing a variety of customer service tasks, work items, faxes, and service requests,” she added.
Conseros’ software was developed for dynamically prioritizing the distribution of work tasks to the people involved in customer service to manage, monitor, and report upon the distribution of high volumes of work throughout the enterprise via Genesys (News - Alert) solutions. The company’s application is complementary to and uniquely integrated with the Genesys Business Process Routing solution, and is already being used by several joint customers. 
In addition, the software features built-in integration with a wide range of enterprise work sources including document management, fax and workflow to capture tasks globally, identify business priority and value, and assign tasks to the people best fitted to handle them. It looks across all the resources of an enterprise whether in the front office, back office or even out to service partners. 
With this new acquisition, Censeros’ software will be incorporated into a larger Genesys solution called Genesys intelligent Workload Distribution (iWD), which drives the need for better task management in the organization by dynamically reprioritizing tasks and interactions across all channels and media in real-time. 
The software’s management dashboard environment enables enterprises to see all tasks across departments, and users can quickly identify which tasks are priorities. Because service levels for all interactions are based on business value to ensure the right resources, businesses get the most out of their resources.
“We’re excited to become part of Genesys, because we’ve already enjoyed success with shared customers and we can create more value for customers as a part of the leading provider of customer interaction management software,” stated Jeff Thompson (News - Alert), founder of Conseros.
This new acquisition is part of Alcatel-Lucent's (News - Alert) continued investment in applications software and furthers Genesys’ portfolio expansion for customer service software, having launched its Applications Software Group in January. 
“Genesys expects the use of service delivery software to be a driver of growth for our core products, and a key technology that expands our footprint beyond the contact center,” said Nicolas De Kouchkovsky (News - Alert), president of Genesys.
The companies have yet to disclose the financial terms of this cash transaction, but the acquisition and does not have a material financial impact on Alcatel-Lucent. All of Conseros’ employees will be integrated into Genesys and the Application Software Group organizations.
Genesys also announced today the acquisition of SDE Software Development Engineering GmbH, a company that was formally part of VoicInt Telecommunications, a global provider of unified contact center solutions.
With this new acquisition, Genesys gains the Genesys Customer Interaction Portal (GCIP) product, all associated intellectual property and the intact SDE development team
Genesys software directs more than 100 million customer interactions every day for 4,000 companies and government agencies in 80 countries. These companies and agencies can leverage their entire organization, from the contact center to the back office, to improve the overall customer experience. As a result, Genesys helps stop customer frustration, drive efficiency and accelerate business innovation. 
A trusted partner of service providers, enterprises and governments worldwide, Alcatel-Lucent provides solutions that deliver voice, data and video communication services to end-users. An innovator in fixed, mobile and converged broadband networking, IP technologies, applications and services, Alcatel-Lucent leverages the superior technical and scientific expertise of Bell Labs.
Headquartered in Paris, Alcatel-Lucent currently has operations in more than 130 countries and is the most experienced global services organization in the industry. Alcatel-Lucent is a local partner with a global reach.

Michelle Robart is a contributing editor for ContactCenterSolutions. To read more of Michelle's articles, please visit her columnist page.

Edited by Michelle Robart