Alcatel-Lucent OmniGenesys specification

Capitalize on the excellence of Genesys,

the world’s leading large call center software company

Genesys is the world’s leading provider of contact center software solutions with thousand of customers in 80 countries.

Faced with the constant pressure to generate revenue, manage rising traffic volume, and meet ever-increasing customer service expectations, contact centers now have a prime opportunity to embrace a breakthrough model and vision: the Dynamic

Contact Center.

Genesys Solutions are used by leader companies:

■10 in 10 top Telecommunications

■3 in 5 top Airlines

■4 in 5 top Healthcare

■5 in 5 top Security and Insurance

Genesys Suite

Genesys Suite, the Genesys Customer Interaction Platform, is at the core of the solution that routes and processes interactions across your enterprise, connecting customers to the right resource – the first time.

Dynamic Contact Center

The Dynamic Contact Center orchestrates, in real-time, a variety of Genesys capabilities to help companies manage fluctuating contact center variables and conditions.

It redefines the three parameters that drives today’s contact centers: traffic resources and outcomes in order to maximize quality and revenue performance while reducing costs.

Key solution benefits

Organizations that implement the Dynamic Contact Center can expect to immediately reap significant benefits within the contact center and across the enterprise:

■Business and organizational benefits

■Revenue and profitability

■Contact center manager benefits

■Customer benefits

■Agent benefits

OmniGenesys specifications

Alcatel-Lucent OmniGenesys is an advanced contact center solution designed to enhance customer interaction and streamline business operations. It offers a comprehensive platform that empowers organizations to deliver superior customer service while optimizing operational efficiency.

One of the main features of OmniGenesys is its multi-channel support, allowing organizations to handle customer interactions across various platforms, including voice, email, chat, and social media. This integrated approach ensures that customers receive a consistent and seamless experience, regardless of the communication channel they choose.

The solution leverages the latest technologies in artificial intelligence and machine learning to improve customer engagement. AI-powered analytics provide valuable insights into customer behavior and preferences, enabling businesses to tailor their services accordingly. Intelligent routing capabilities ensure that customer inquiries are directed to the most appropriate agent based on their skills and availability, thus reducing wait times and improving satisfaction.

OmniGenesys also features a robust reporting and analytics dashboard that helps managers monitor performance metrics in real-time. This allows organizations to identify trends, assess the effectiveness of their operations, and make data-driven decisions to enhance their service offerings. Customizable reports enable businesses to track key performance indicators and gain insights into agent productivity and customer satisfaction over time.

The solution is built on a highly scalable architecture, which makes it suitable for businesses of all sizes. Whether it is a small business or a large enterprise, OmniGenesys can adapt to changing requirements, ensuring that organizations can grow without significant infrastructure changes.

Security and reliability are also key characteristics of OmniGenesys. The platform incorporates advanced security features to protect sensitive customer data and ensure compliance with industry regulations. This is critical in maintaining customer trust and sustaining long-term relationships.

In summary, Alcatel-Lucent OmniGenesys is a feature-rich contact center solution that combines multi-channel support, AI-driven analytics, and customizable reporting to optimize customer engagements. Its scalability and commitment to security make it a preferred choice for organizations looking to enhance their customer service capabilities. With OmniGenesys, businesses can expect to improve efficiency, drive customer satisfaction, and stay ahead in a competitive landscape.