Alcatel-Lucent OmniGenesys - Manual (Page 4)

■ Customer centric routing
Every interaction must be matched with the ideal
contact center resource: the highest skilled agent, the
agent that helped them previously, "virtual" resources at
other locations.
■
Business process routing
It integrates back-office workflow items such as forms,
faxes and applications into the contact center.
■ Real time recommendation
Gives agents customized information that tailors
product and service recommendations to the
customer's background, history and interaction type.
■ Reporting and analytics
Deliver historical and real-time insights, thus
ensuring constant optimization of operations.
■ Workforce management and optimization
It predicts manpower needs and schedules agents
based upon past traffic volumes and resource
availability.
■ Proactive contact management
Can be in the form of an outbound call, e-mail or SMS to
promote a product, provide valuable information, or collect
an outstanding debt.
■ Integrated self service
Enables client to complete basic or complex customer
service requests without having to speak to an agent.
■ Internet and multimedia integration
Enables customers to choose their preferred interaction
channel, e-mail, SMS, chat or video while at the
same time, dynamically shifting the allocation of
resources between channels.
Key solution benefits
Genesys: superior level of customer service
for your company
The Dynamic Contact Center: managing fluctuating contact center variables and conditions
The Genesys Suite: a consistent user experience
■ Consolidation and virtualization of resources
It unites various contact centers - regardless of hardware
platform and location - enabling expansion and
contraction of its resource pool to meet current traffic
demands.
■
Branch, remote and expert integration
Extends its resource pool outside of the contact center at
a branch office or within another corporate location.
Key solution benefits
■ Faster issue resolution and improved service:
efficiently routes caller requests to the most qualified
resource throughout the enterprise.
■ Integrated multiple communication channels:
routes interactions across voice, e-mail, chat,
web and work-items.
■ Centralized creation, administration and
management of all interactions and call center
resources including real-time and historical
management reporting.
■ Interoperability with a broad range of telecom
infrastructure components: premise and network-level
telecom equipment, e-mail and web servers and voice
self-service units at a single site or across multiple centers.
■ Resource optimization: creates “virtual” unified
contact center to allow call load balancing within a
select region or around the world.
The Genesys platform supports both traditional
TDM and IP call center environments
Real-time orchestration