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Lithium Partners with GenesysMay 17, 2010 (Close-Up Media via COMTEX) -- Lithium Technologies, a provider of Social CRM solutions to power the customer network, announced it is working with Genesys from Alcatel-Lucent, a supplier of enterprise software that enables customer service, to integrate Lithium's community platform and Genesys' Customer Service Software. According to Lithium, the integration will extend the social networking capabilities of Genesys and deliver an improved customer experience by incorporating community as an intelligently integrated online channel, preserving continuity of service and driving contact center efficiencies. The companies said this new level of integration was designed to help Lithium clients develop customer relationships by pairing Genesys' expertise in customer interaction management with Lithium's solution for building customer communities and networks. Lithium's integration with Genesys enables contact center agents access to tribal knowledge and the ability to proactively engage communities. The integration goes beyond the simple access to community posting for Contact Center agents. Lithium can flag community activities that require enterprise attention. The Genesys software suite can then determine the business value and priority and assign that interaction to the ideal resource, be it in the contact center or beyond. For example, a post from a gold customer that has gone unresolved for 24 hours could be automatically escalated to an agent for immediate attention. Combined with Lithium's Social CRM suite, the solution integrates social channels with traditional CRM to provide customer engagement. ((Comments on this story may be sent to [email protected])) |