Genesys: superior level of customer service

for your company

The Genesys Suite: a consistent user experience

Key solution benefits

■Faster issue resolution and improved service: efficiently routes caller requests to the most qualified resource throughout the enterprise.

■Integrated multiple communication channels: routes interactions across voice, e-mail, chat, web and work-items.

■Centralized creation, administration and management of all interactions and call center resources including real-time and historical management reporting.

■Interoperability with a broad range of telecom infrastructure components: premise and network-level telecom equipment, e-mail and web servers and voice self-service units at a single site or across multiple centers.

■Resource optimization: creates “virtual” unified contact center to allow call load balancing within a select region or around the world.

The Genesys platform supports both traditional

TDM and IP call center environments

The Dynamic Contact Center: managing fluctuating contact center variables and conditions

Key solution benefits

■ Customer centric routing

■ Proactive contact management

Every interaction must be matched with the ideal contact center resource: the highest skilled agent, the agent that helped them previously, "virtual" resources at other locations.

■Business process routing

It integrates back-office workflow items such as forms, faxes and applications into the contact center.

■Real time recommendation

Gives agents customized information that tailors product and service recommendations to the customer's background, history and interaction type.

Can be in the form of an outbound call, e-mail or SMS to promote a product, provide valuable information, or collect an outstanding debt.

■Integrated self service

Enables client to complete basic or complex customer service requests without having to speak to an agent.

■Internet and multimedia integration

Enables customers to choose their preferred interaction channel, e-mail, SMS, chat or video while at the same time, dynamically shifting the allocation of resources between channels.

■ Consolidation and virtualization of resources

■ Reporting and analytics

It unites various contact centers - regardless of hardware platform and location - enabling expansion and contraction of its resource pool to meet current traffic demands.

■Branch, remote and expert integration

Extends its resource pool outside of the contact center at a branch office or within another corporate location.

Deliver historical and real-time insights, thus ensuring constant optimization of operations.

■Workforce management and optimization

It predicts manpower needs and schedules agents based upon past traffic volumes and resource availability.

Real-time orchestration

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Alcatel-Lucent OmniGenesys manual Genesys superior level of customer service, For your company
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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.
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