Alcatel-Lucent has announced the immediate availability of a major new release of its Genesys customer service software.
Genesys 8 software addresses critical enterprise needs by enabling a single, coordinated customer conversation across channels and contact points. Conversations made over multiple channels are now an improved customer experience through an integrated conversation and context manager that synchronises conversations across multiple customer touch points including in-person, contact centres, web, mobile devices and social media.
Genesys 8 software helps enterprises integrate every interaction and touch point, so they can engage customers with the ideal service experience at the right time across any channel. For example, enterprises can orchestrate conversations enabling various service representatives to understand the context of the issue across time and channels. The new Genesys Conversation Manager with its embedded Context Services re-captures a holistic view of the customer experience by weaving together the frequently disconnected threads that hamper multiple departments and communications channels.
“As consumers and technology have changed the ways they communicate, customer service must maintain context and continuity, which has been a difficult challenge,” said Nicolas de Kouchkovsky, chief marketing officer, Enterprise Applications for Alcatel-Lucent. “With Genesys 8, customer service tools have caught up with today’s customer service environment.”