[April 25, 2013]

Leading Pharmaceutical Companies Turn to Genesys | Angel Cloud-Based Self-Service Solutions

Genesys, a leading provider of customer service and contact center solutions, today announced that the number of pharmaceutical industry customers for its Genesys (News - Alert) | Angel cloud-based solutions grew by 200 percent in 2012. As pharmaceutical companies manage more and more brands with increasing regulation and compliance needs, delivering a unique customer experience is a requirement for doing business and differentiating against the competition.

With the Genesys | Angel cloud-based solutions, pharmaceutical companies can better serve doctors, pharmacists and consumers with a range of self-service offerings, including prescription filling and renewals, order placements for pharmacies and hospitals, and consumer services including customer support and card activation services for promotions and trials.

News Facts:

• Seven of the top 15 pharmaceutical companies use the Genesys | Angel solutions from Genesys, including global brands AstraZeneca, Amgen, Bristol-Myers Squibb, Merck, Roche, and Triplefin, which serves Novartis, and Eli Lilly.*
• Leveraging the Genesys | Angel platform provides pharmaceutical organizations to quickly design inbound and outbound interactive voice response (IVR) solutions for self-service, reducing costs and eliminating disparate and proprietary IVRs by moving to a centralized cloud-based deployment model.
• Genesys | Angel customer AstraZeneca previously worked with several different IVR providers and solutions, resulting in high costs and often requiring weeks to implement simple changes to the IVR system. With Genesys | Angel solutions, AstraZeneca has significantly reduced costs and IVR maintenance, and is now able to quickly create, deploy and scale personalized customer care solutions that provide a single view of the customers.
• Genesys | Angel CX Analytics are integrated with Angel's customer experience platform, giving pharmaceutical companies real-time business intelligence and reporting to clearly measure progress against established goals, easily adjust programs to meet varying brand and customer needs, and gain the actionable insight to personalize service.

"Pharmaceutical companies are constantly challenged to reduce costs while finding new ways to improve brand loyalty," said Anthony Finazzo, Project Manager, AstraZeneca. "With Angel's market expertise and cloud-based IVR solution, we were able to develop a streamlined approach to our customer care, seamlessly integrate the solution with our systems and gain a holistic view of our customers' experience. Our team now has actionable insight to improve how we connect with our customers and are empowered to develop personalized interactions and create a positive customer experience."

"The ability to easily navigate changing industry regulations while improving customer satisfaction is quickly becoming a significant market differentiator for pharmaceutical companies," said Dave Rennyson, president of Angel. "Pharmaceutical organizations understand cloud solutions can streamline operations and provide a significant boost in flexibility and speed, while tailoring the experience to meet the brand's needs and improve overall customer satisfaction."

Angel is a registered trademark of Genesys Telecommunications Laboratories Incorporated in the United States and certain other countries. Other product and company names mentioned herein may be the trademarks of their respective owners.

For more information on Angel, please visit http://www.angel.com/ or follow the company on Twitter (News - Alert) at AngelCorporate.

About Genesys

Genesys is a leading provider of customer service and contact center solutions. With more than 2,700 customers in 80 countries, Genesys orchestrates more than 100 million customer interactions every day across the contact center and back office, helping companies deliver fast and optimal levels of customer service with a highly personalized cross-channel customer experience. Genesys also prioritizes the flow of work to back office personnel resulting from any customer interaction, internal workflow or business application, optimizing the performance and satisfaction of customer-facing employees across the enterprise.

www.genesyslab.com

*Source (News - Alert): Current Partnering, 2013

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