Genesys Suite 7

Overview

Alcatel-Lucent OmniGenesys Contact Center:
this solution uses Routing Services Intelligence (RSI) to combine the power of Genesys software with that of the Enterprise Communication Server. This bundling unleashes unmatched benefits in terms of integration, architecture and administration and leverages the voice guide and digit collection capacities of the Enterprise Communication Server. The OmniGenesys Contact Center is designed for large and/or complex contact centers and includes a comprehensive suite of modules with unmatched routing capabilities and advanced reporting: Genesys Voice Platform, the most widely used VoiceXML platform for IVR, and Infomart for analysis, workforce management and multimedia interaction management.

Benefits

Alcatel-Lucent OmniGenesys is the intelligent combination of Genesys' industry-leading contact center software and the Alcatel-Lucent OmniPCX Enterprise platform, linked by Alcatel-Lucent's RSI (Routing Services Intelligence) software layer. It's the ideal solution for enterprises seeking to improve their interactions with customers by setting up advanced routing capabilities to route calls to the most appropriate agent.

This Alcatel-Lucent suite handles all aspects of contact center activity, from voice call distribution to full multimedia routing, workforce optimization and voice portal capabilities, providing the operational excellence required by enterprises.

Alcatel-Lucent OmniGenesys contact center target two markets:

ALCATEL-LUCENT OMNIGENESYS G SUITE, designed for large enterprises, is the world's leading solution for enterprise contact centers. It meets the following challenges:

Reducing operational costs:
Simplifies system management to reduce the cost of managing the software, through configuration improvements, strategy simplification, usability improvements and improved error messages.

Improving productivity:
Reduces the cost of interaction management, through a heavy focus on leveraging self-service, enhancing agent productivity tools and improving response efficiency, particularly for email.

Optimizing and simplifying multimedia management:
Focuses on Internet media offerings, particularly in the area of email, to simplify email management and provide a software structure for complex email management.

Improving the customer experience:
Provides complete customer information to the desktop with each interaction, routing the call to the best agent the first time and ensuring optimal service levels.

Delivering intelligence:
Provides a wealth of business data to analyze the effectiveness of your contact center and perform true business analytics.

ALCATEL-LUCENT OMNIGENESYS G EXPRESS, a packaged solution designed for a maximum of 75 (150) agents, features an easy installation process. (Availability depending on location.)

Documents

Data Sheets:
ENT_Large_CC_OmniGenesys_1007_EN_tcm228-1340881635[1].pdf (1.43 Mb)