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September 1998

Customer Interaction And Help Desk Solutions For The Call Center

Genesys Customer Interaction Solution

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As the influence and use of the Internet continues to grow, more and more companies are recognizing the need to link together in one system the means to provide the quickest and most valuable response to the disparate modes of customer communication. To meet this need, Genesys Telecommunications Laboratories, Inc. has announced the general availability on most major platforms of its latest customer interaction solution, the Genesys Suite, version 5.1. Version 5.1 offers enhanced functionality across the suite, including new Internet, e-mail, network routing and outbound scripting capabilities.

The Genesys Suite, version 5.1 is designed to provide a unified foundation to build customer interaction networks, which are an orchestrated set of customer interaction components (e.g., customer interaction applications, call centers, ACDs and IVRs). Customer interaction networks are employed to provide the benefits of computer telephony to those outside the traditional call center, so that an entire organization's interactions with its customers may be exploited to their fullest.

The Genesys Suite, version 5.1 is made up of a framework, which unifies devices (PBX, IVR and ACD), applications (customer interaction, enterprise resource planning and legacy systems), multiple media (voice, data, e-mail and Web) and call-center-specific applications for managing inbound and outbound customer interactions.

Among the features of the Genesys Suite, version 5.1 are:

  • A new configuration manager, which is a T-Server Framework feature that affords single-point configuration management, enabling call center configurations and agent groups to be set up once for all applications in the suite;
  • A new Remote Option for the T-Server Framework that allows interactions to be intelligently routed to remote agents and provides simultaneous screen pops on their desktops that contain the data associated with the interaction;
  • An e-mail multimedia option for T-Server Framework, which provides blended multimedia options for customer interaction networks and allows enterprises to integrate intelligent e-mail handling into their existing call center infrastructure (it uses content analysis, customer history data and a standard response library to suggest responses to FAQs to reduce the amount of e-mail requiring a manual reply);
  • A new Interaction Router (named for its ability to route multiple media), which is part of the inbound set of applications that has been reengineered for performance and reliability;
  • A new Network Interface Option for the Interaction Router, which enables calls to be routed to the right site, group or agent from the carrier's network and provides access to new, high-margin managed services from carriers without having to invest in a premise solution; and
  • An Outbound Scripting Option for Campaign Manager, an outbound customer interaction application, which allows the dynamic creation, distribution and modification of agent scripts.

For more information, call 888-GENESYS or see www.genesyslab.com.

Web-Based Help Desk From AIM

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One problem in finding the right help desk application for any company has been platform compatibility. Applied Innovation Management, Inc. (AIM) has released a help desk solution designed to ensure platform independence because it is completely Web-based. HelpDesk Expert Version 5.0 is an end-to-end, Web-based help desk product that combines an HTML user interface with a database back-end to create a platform-independent, fully customizable, globally accessible help desk system.

Version 5.0 takes advantage of the latest advancements in browser technology to provide a more intuitive user interface. Also, because it uses Web-based technology and e-mail for interfacing, it is possible for any computer system with Internet/Intranet access to use the system. Using interactive Java Scripting, version 5.0 incorporates a hierarchical tree that lists features by category.

HelpDesk Expert version 5.0 offers a variety of configurable communication and notification channels, such as e-mail and/or paging to an assigned support staff(s) and/or any other person(s) based on any criteria such as priority or specialties. It also allows the customization of fields, mandatory fields, reports, charts, etc., and provides configurable states for the status of a case.

The system now also includes a knowledge database capability that allows users to search for information using English language rather than SQL commands. HelpDesk Expert's use of a "fuzzy"-type language search approach allows users to "talk" directly to the system to find answers to their problems. Searching for a keyword can now be conducted across the entire database, irrespective of fields. Standard Boolean conventions (i.e., and/or) including a "loose search" (e.g., "print" would yield "printing") are supported. Space is also provided under this option for a fully user-defined FAQ file.

Version 5.0 offers e-mail notification functionality that provides for more control of the notification process, and a multiple condition auto-ticket assignment feature that furnishes users with a simpler and more versatile procedure for assigning tickets. Staff members can submit a help request with the Submit and Assign Ticket(s) function when they themselves encounter a problem. Management can use the Assign Ticket(s) to Staff function to select a staff login to receive any pending ticket. The Assign Ticket(s) to Staff window allows the administrator or support staff member to search the tickets and assign them for resolution to any staff member.

The Respond to My Assigned Ticket(s) function permits a staff member to respond to tickets assigned to him or her for resolution. Support staff members can search the database to review any submitted requests for assistance. Tickets submitted under any login are accessible to be sorted by any criteria desired.

For more information, call 510-226-2727 or see www.aim-helpdesk.com.


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