Genesys Envisions Future Contact Center

By Niladri Sekhar Nath

TMCnet Contributing Editor

 

Genesys (News - Alert) Telecommunications Laboratories Inc. has published its business and technology vision to enhance the strategic role of customer service to drive business value by creating the “Dynamic Contact Center” (DCC).

 

According to France-based Genesys, these capabilities help companies automatically respond to changing conditions, improve overall customer service, and promise a significant return on investment for the enterprise.

 

The critical capabilities are consolidation and virtualization of resources that unifies various contact centers irrespective of hardware platform and location to expand and contract the resource pool to meet current traffic demands. Proactive contact management dynamically generates messages in multiple formats such as SMS or e-mail to inform customers and eliminate unnecessary inbound calls. This enables a service organization to adjust inbound and outbound interactions based on current traffic or external events.

 

Reporting and analytics measures the effectiveness of current strategy and map it to specific business goals, transactions and processes. Business process routing integrates workflow items between the back office and the contact center such as forms, faxes and applications, improving productivity.

 

Real-time recommendation empowers agents with immediate information to tailor product and service recommendations based upon customer background, history and interaction type.  On the other hand, workforce management and optimization is central to running customer service organizations that simultaneously operate efficiently and satisfy customers.

 

Organizations can forecast and schedule agents dynamically, based on traffic volumes and resources across a multi-site, multi-channel environment, and close the gaps between customer needs and agent skills. Integrated self-service helps maintain high service level standards across every customer segment. Through touch-tone or speech-enabled applications, customers can complete service requests without having to speak to an agent.