Genesys Releases New Application for Better Control of Customer Service Capabilities

By Tabitha Naylor
Contributing Writer

Earlier this month Genesys (News - Alert), a provider of customer service solutions, released its new application Genesys Orchestration. With the touch of a button, this new application allows enterprise business leaders to control their customer service capabilities.

Combined with the latest Genesys Business Rules application, Orchestration enables line-of-business managers and customer service executives to directly manage activities within the contact center through an intuitive user interface. Without the need for lengthy IT change management processes, changes to customer segmentation and routing strategies, business processes, and workflows that support business goals and customer service, can instantly be made by business managers.

While packaging it into applications through the Genesys Business Rules user interface, Genesys Orchestration technology captures proven customer service strategies and routing methodologies. With the ability to change strategies in real time, the Business Rules application allows users to design and deploy their customer service and contact center strategies.

The Business Rules approach allows companies to capture and re-use existing strategies whether strategies and business rules are based on pre-defined Genesys templates or those designed and proven by the business. To manage the customer experience through a single user interface, the Genesys Business Rules application exposes business-specific parameters to users.

For instance, based upon service-level goals, CRM data, purchasing history, and other parameters, business managers can immediately change routing and customer process strategies. To initiate customer service activities, such as an outbound notification, customized IVR treatment, or agent-specific routing strategies, business conditions such as an expiring certificate of deposit or upcoming flight status can be flagged from Genesys Rules.

"Today's announcement is a breakthrough in that it opens the door to advanced customer service to a much broader set of users and companies, including businesses that have not typically deployed powerful solutions like Genesys," said Merijn te Booij, vice president of products and strategy at Genesys, in a statement.