enabling dynamic customer engagement - · pdf fileproduct datasheet genesys customer...

Product Datasheet

Genesys Customer Interaction Management Platform 8.0 —Enabling Dynamic Customer Engagement

Customer Service — an Integral Part of the Business Process

O ne of the biggest challenges facing enterprises today is that customer service operates separately from the rest of the enterprise. In many organizations, for example, systems, channels, and applications operate in silos, which results in

an inconsistent customer experience and a costly customer service operation. To solve this, you need a platform that will help you manage the way customers interact with your business across all touch points. Genesys Customer Interaction Management is that platform.

Solution OverviewThe Genesys Customer Interaction Management (CIM) Platform 8.0 is the core of the Genesys solution suite. It provides a single environment for designing, deploying, and managing real-time customer interactions.

Interactions and related activities are routed and reported on based on your specific business criteria, providing a universal view of the management of every customer interaction. Channels such as voice, e-mail, and Web, as well as emerging channels such as video, SMS, chat, and mobile are funneled through the Genesys CIM platform and handled in a consistent manner according to company-defined interaction strategies.

Companies are increasingly consolidating their communications equipment and virtualizing their resources. With Genesys CIM, this virtualization can happen regardless of the deployment model — on premise, in a cloud environment, or in a hybrid model. Genesys CIM makes it easy to route interactions to a person regardless of their physical location; this opens up a myriad of service options — including leveraging non-contact center personnel — to optimize the customer experience and potentially reduce contact center staffing requirements.

Product Datasheet: Genesys Customer Interaction Management Platform 8.0 | page 2

Administration and management of customer treatment strategies is easier to control and maintain with a consistent set of development and administration tools. In addition to providing a consistent set of tools, Genesys CIM integrates with your existing contact center infrastructure, allowing you to leverage that investment and still deploy a state-of-the-art customer service platform.

The Genesys CIM platform directs a universal queue of all customer interactions via the industry’s most robust, flexible, and scalable routing engine — with the capacity to route nearly one million calls and more than 40,000 e-mails per hour.

Enabling Dynamic Customer EngagementGenesys CIM is an open, multi-vendor, and infrastructure agnostic platform that manages the entire life cycle of any customer interaction handled by your customer service organization.

The Genesys CIM platform features:

Integration into enterprise-wide Service-Oriented •Architecture (SOA) environment

Support of SCXML for robust and effective customer service •session scripting and processing

Capability of context-sensitive and event-driven interactions •for customer service orchestration

Enablement of dynamic customer interactions via Web 2.0, •social networking, and mobile customer care

The Genesys CIM platform unifies the operational performance and efficiency of customer service by intelligently routing customer interactions to reach the best available resource and achieve first call resolution (FCR).

Enterprises can select any combination of interaction options powered by the CIM Platform, such as Genesys Inbound Voice, Genesys SIP, Genesys Outbound Voice, Genesys Outbound Preview, Genesys E-mail, Web Media, Genesys Web Collaboration, Genesys Chat, Genesys SMS, Proactive Notification, Genesys UC Connect, and Genesys iWD (intelligent Workload Distribution).

Highlights> Modular so that enterprises can choose any

communication channel —― including voice, video, IP telephony, e-mail, chat, SMS, Web, mobile, work item, and self-service —― ―to handle customer interactions from a unified platform.

> Enables advanced routing of every customer interaction via a universal routing engine that provides a single queue for customer transactions across all channels.

> High flexibility allows you to achieve your business goals as they relate to the customer’s experience —― ―cutting costs, meeting SLAs, and optimizing the experience of high value customers.

> Enterprises can easily leverage customer data and context to orchestrate the resources of the company —― ―while minimizing costs —― ―to provide a consistent customer experience across all touch points.

> Centralizes development and administration of customer workflow to simplify management of all customer interactions.

> Open and standards-based, developers can access data from across the enterprise whether it’s stored in legacy data systems or current databases with SOA.

> Supports a comprehensive application programming interface and software development kits (API/SDK), enabling a rich ecosystem of third-party applications for business solutions and customizations.

> Integrates with your existing contact center infrastructure —― including TDM, IP, cloud-based, and hybrid environments —― to leverage legacy investments and enable seamless migration to newer solutions.


iCFD

ESERVICES

WFO /WFM

PROACTIVE NOTIFICATION

ADVANCED ROUTING

iWD

SIP

G-PLUSUC Connect

WWWWWW

INSIGHTS

ADVISORPerformanceManagement

Cross ChannelConversations

EnterpriseResourceOptimization

OpenSystems

ServiceDeliveryOptimization

WWWWWW

DYNAMICCUSTOMER ENGAGEMENT

OPTIMIZATION GENESYSSOLUTIONS / PRODUCTS

Customer InteractionManagement (CIM)

WWWWWW

Cross ChannelConversations

EnterpriseResourceOptimization

OpenSystems

ServiceDeliveryOptimization

PerformanceManagement

Figure 1 - Genesys CIM Platform Enables Dynamic Customer Engagement

“Genesys helped us meet our goal of answering 70% of all calls within 20 seconds. Last year we reached 74%, which is our best result ever, and our customers tell us that they are very satisfied with our service.”

Jørn Ringen, Concept Developer - ― Customer Service, Norsk Tipping

Key Capabilities —― Interaction ManagementAllows for synchronization of the customer service strategy across the •organization — linking contact center customer interactions to business processes

Maximizes agent productivity with automatic prioritization and blending •of any customer service interaction type — voice, video, e-mail, chat, Web, SMS — with other service-related activities, such as off-line fax and work item processing

Provides many options for the most efficient use of personnel such as, cost-•based routing, skills-based routing, and many others

Fosters consistent treatment of all interactions•

Delivers an unsurpassed choice in interaction types•

Connects to your current communications infrastructure, allowing you •to achieve your customer service goals while leveraging your existing investment.

Key Capabilities — Integration and Centralized Management

Enables end-to-end lifecycle management of customer interactions •

Allows for management of the conversation with the customer, triggering •an SMS or e-mail, for example, after an agent interaction

Built to make the process of creating and maintaining routing strategies easy •

“Genesys’ Customer Interaction Management Platform and other components of its contact center portfolio support a broad suite of highly scalable and fully-featured contact center infrastructure applications.”

Gartner Magic Quadrant of Contact Center Infrastructure - 2010


Key Capabilities — Insight (Reporting)Provides a complete customer conversation history across contact methods — •customer in IVR, customer to agent, SMS to customer

Provides a real-time metrics engine •

Provides real-time operational statistics•

“Genesys, in combination with the other key elements of our contact center infrastructure, is enabling us to handle very large call volumes and still provide high quality customer care. Scalability, flexibility, and a clear roadmap made Genesys the right choice.”

Jai Menon, Director, Technology & Customer Service, Group CIO, Bharti Enterprises

Table 1: Next-Generation Router and Orchestration Server

Features Benefits

Provides basic to highly sophisticated routing functionality including Screen Pop, Data-Driven Routing, Agent Profile/Skills-Based Routing, Cost-Based Routing, Last Agent/Relationship-Based Routing, Service Level Routing, and Workforce Routing (for one or a combination of media types), etc.

Regardless of the interaction type, provides agents with >customer attached data for increased time savings and more efficient handling

Matches customers’ needs with the right resource for optimal >customer service and resource utilization; engine performance enhancements enable complex skills-based routing for the most efficient use of resources

Routers can now be realized with SOA architecture, where the routing strategy can be provisioned through an external application server/Web Server

Improves system agility by incorporating “open standards” for >shorter turn-around time and extensibility

Leverages existing enterprise infrastructure and applications >through data and application integration

Maintains system flexibility to incorporate changes and re-use >applications to achieve cost savings and efficiency

Embraces open scripting functionality with support of SCXML (State Chart XML) and embedded ECMA/Java scripts

Leverages existing resources to construct applications for all >interactions with shorter turn-around time

Develops applications with open architecture via flexible and easy >integration with back-office and front-office applications

Improves re-usability and extensibility of applications >

Leverages and enables existing applications by provisioning through Web Server / Application Server

Easily extends Genesys solutions across various enterprise >applications, including custom work flows, ERP, and CRM

Simplifies operational management with single platform for routing >and managing all interactions and resources

Supports open integration with external applications such as Business Rule Management Systems (BRMS) and Business Process Management (BPM) systems

Provides business leaders more control by leveraging external >BRMS/BPM tools and real-time information

Reduces costs by leveraging and integrating with existing enterprise >BRMS tools


Genesys Composer As a part of the Genesys CIM Platform, Genesys Composer is a fully integrated interaction design tool. It provides a set of graphical user interfaces (UIs) and toolsets required to perform development related tasks. Genesys Composer presents tasks in a similar way across multiple types of Genesys applications. It uses consistent navigation and presentation metaphors to improve the design experience. Genesys Composer provides both drag-and-drop graphical development of call-flows and routing strategies, as well as syntax-directed editing of these applications.

Features Benefits

Single integrated development tool for all Genesys applications, including both self-service and assisted-service.

Improves productivity with common look-and-feel, >navigational metaphors, and component reuse. Shortens development cycle with common usage of tools for all Genesys applications.

Provides a graphical user interface for defining >interaction processing stages, including real-time routing strategies and business processing steps

Highly customizable ― users can personalize the UI >to improve productivity

Visual debugging allows users to isolate issues in >the lab, saving time and expense

Design end-to-end customer experience strategies for all channels

Enables development of voice self-service >applications and routing workflows based on business-driven use cases to improve the customer experience and optimize service delivery.

Supports integration to third-party plug-ins, including source code management system

Allows design team to collaborate on application >development while maintaining application integrity

Table 2: Genesys Composer

Figure 2 - Genesys Composer: Application Development Environment


Table 3: Genesys Administrator

Features Benefits

The single, unified management user interface (UI) for all Genesys applications

Reduces complexity and time required to deploy all Genesys >applications with the ability to deploy, provision, and monitor in a single UI

Web-based design with zero-foot print for ease of access >

Provides Role-Based Access Control to all Genesys configuration, applications, and resources for application management

Provides a single UI for provisioning all Genesys product >configuration data and improves manageability and efficiency

Works in conjunction with standard object permission >

Monitors and manages all Genesys applications, system alarms, and centralized logs

Simplifies operational management with a single interface >for monitoring all Genesys applications

Figure 3 - Genesys Administrator


Features Benefits

Virtual contact center Companies can route interactions across multiple, geographically >dispersed locations

All agent resources within and beyond the contact center are managed as >one virtual contact center, ensuring customer needs are matched with the best available resource, reducing administrative expenses and increasing workforce flexibility

Real-time and historical reporting on agent, business, and interaction life cycle statistics and predefined customizable reports

Easy-to-use, customizable reports >

Provides a view into how effective resources are in handling interactions >and activities

Supports disaster recovery Supports high availability architecture and enhanced monitoring capability >to detect the site failures and execute appropriate actions

Table 4: System

“With the Genesys applications, we are offering our clients just what they need.”

Jochen Rücker, Product Manager for Speech Applications and Service Centre Infrastructure, FIDUCIA

Genesys Administrator Genesys Administrator is a single, unified, Web-based application that provides the ability to deploy, provision, and monitor all Genesys applications. It provides the following four functions:

Deployment -• Provides capabilities for managing and installing Genesys software applications on local and remote hosts.

Provisioning -• Supports creation, deletion, and modification of Genesys configuration data, applications, and resources, as well as solution control for starting and stopping Genesys applications and solutions.

Operations -• Operational management of Outbound and Proactive Calling Sessions; load, start, stop, manage.

Monitoring -• Status monitoring of the Genesys environment to include access to the centralized log and alarm management. Additional Voice Platform and Outbound Contact monitoring is available with installation of the related products.

High Availability (Optional)The Genesys CIM Platform meets the requirements of today’s critical business applications. Genesys offers high availability options for the entire Genesys suite. The software components of CIM run in “hot standby” mode as primary and backup processes. These can be geographically separated so that if a location is unavailable, or there is a hardware failure, the software can continue without an interruption to your operation.

Americas Corporate Headquarters

Genesys 2001 Junipero Serra Blvd. Daly City, CA 94014 USA

Tel: +1 650 466 1100 Fax: +1 650 466 1260E-mail: [email protected]: www.genesyslab.com

Europe, Middle East, Africa EMEA Headquarters

Genesys House 100 Frimley Business Park Frimley Camberley Surrey GU16 7SG United Kingdom

Tel: +44 1276 45 7000 Fax: +44 1276 45 7001

Asia Pacific APAC Headquarters

Genesys Laboratories Australasia Pty Ltd Level 17, 124 Walker StreetNorth Sydney NSW 2060 Australia

Tel: +61 2 9463 8500

Genesys and the Genesys logo are registered trademarks of Genesys Telecommunications Laboratories, Inc. All other company names and logos may be registered trademarks or trademarks of their respective companies and are hereby recognized. © 2010 Genesys Telecommunications Laboratories, Inc. All rights reserved.

Genesys Worldwide

Genesys is the leading provider of software to manage customer interactions over the phone, Web, and mobile devices. The Genesys software suite manages customer conversations across multiple channels and resources — self-service, assisted-service, and proactive outreach — to fulfill customer requests, optimize customer care goals, and efficiently use resources. Genesys software directs more than 100 million customer interactions every day for 4,000 companies and government agencies in 80 countries. These companies and agencies can leverage their entire organization, from the contact center to the back office, to dynamically engage with their customers. As a result, Genesys stops customer frustration, drives efficiency, and accelerates business innovation.

For more information visit us on the Web: www.genesyslab.com

Server OS supportMicrosoft Windows NT/2000/2003/2008UNIXLinuxSun SolarisCompaq Tru64HP-UXIBM AIX

SwitchesAlcatel AspectAvayaDataVoiceDigitro EADS TelecomeOneEricsson

Nortel PhillipsFujitsu Huawei Mitel NECSamsungSiemensTadiran TeltronicsTenovis

IP SwitchesAlcatelCisco Unified Communication ManagerGenesys SIP ServerSiemens

IVRsAspectAvayaEdifyEnvoxGenesys Voice PlatformIBMInterVoiceMicrosoftNortel

DatabasesDB2InformixMS SQLOracleSybase

Systems Supported

3162 v.1-04/10-U.S.


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