Genesys Makes Video Available in the Contact Center

By Susan J. Campbell

TMCnet Contributing Editor

 

The first voice self-service platform with built-in support for video customer service has been launched by Genesys (News - Alert) Telecommunications. The company has also announced key standards for enhanced network services that enable a wide range of new applications, from speech-enabled voicemail to IP-based services using Session Initiation Protocol (SIP)

 

Genesys now offers this extensive support for video play-and-record applications that take full advantage of 3G mobile phones and other devices. As such, service providers are now able to offer a variety of new services, including rich media applications such as video voicemail, video conferencing, video-enabled music and game applications and video call-recording.

 

With VoiceGenie 7.1, for instance, a cellular service provider can offer consumers the ability to record and send copies of video conference calls or enable customer service representatives in a help-desk to push instructional videos to help simplify a technical installation. Other video applications include telemedicine, video sharing and a range of other consumer entertainment applications.

 

Genesys positions its voice self-service platforms as providing enterprises and organizations with the tools to improve customer service. The company also offers its platforms to telecommunications service provides to create new services for consumers. Next-generation speech services are part of the larger trend toward dynamic customer interaction, which blends self-service and assisted-service throughout multiple touchpoints such as Web and multimedia devices.

“Companies clearly want to improve customer satisfaction today,” noted said Wes Hayden, president and CEO of Genesys, in a statement. “Many of them are doing so by embracing new technologies that support better customer service, such as speech services and multimedia, and creating a more dynamic environment to improve the overall customer experience.”

Next-generation applications in customer service organizations can be rapidly developed with the new Genesys platform. Genesys VoiceGenie 7.1 and its sister platform, GVP, enable a complete range of voice self-service applications to respond to dynamic customer needs. The company is focused on driving its technology beyond the contact center and into broader customer service settings in order to provide a consistent customer experience at every touch point.

Genesys has made its name in the telecommunications industry by consistently anticipating consumer demand and industry trends and responding with innovative technologies and applications. The company’s expertise in the contact center and help desk industries lends to its ability to create options that get to the heart of customer service.

Voice self-service is increasingly being used in the contact center industry to better serve customers and promote efficiency. As this technology continues to improve, its integration is likely to not only continue, but also become more in-depth.

Adding the video option provides these organizations with another means in which to deliver the service that their customers have come to expect and continue to demand. While video may initially be more applicable internally to ensure optimal performance expectations are met, the delivery options for customers are extensive and this deliverable is likely to see consistent growth.     

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