June 15, 2009
Genesys Unveils Genesis Advisor for Contact Centers
By Raju Shanbhag
Seeking to help companies better monitor operations throughout their customer service chains Genesys, an Alcatel-Lucent company, has introduced Genesis Advisor, an integrated suite of operational performance management software that helps monitor the customer service system in real-time.
Contact centers today are under pressure to increase productivity and reduce overheads. Often, monitoring the performance of the agents can help a company to identify the problem areas and implement measures to increase efficiency.
The Genesys (News - Alert) Advisor suite of applications provides an information dashboard that can run virtually anywhere – from the contact center, to the executive suite, to mobile broadband devices. Also, with the addition of the Genesys Mobile Advisor for mobile devices, the new Genesys offerings extend the technology to new platforms.
“As organizations make use of customer service agents working from home, the monitoring, management, and evaluation of real-time contact center operations can be challenging,” said Merijn te Booij, vice president of Product Management for Genesys. “We’ve just given them a way of navigating their entire organization – including business and operations – and presenting a singular version of the truth (about their customer service performance).”
To help customer service agents better understand problems, all of the Genesys Advisor applications are based on the concept of Visual Real-Time Management (Visual RTM). It also helps them to take immediate action and make use of lessons learned into their ongoing customer service operations. The Genesys Advisor software suite is designed to be accessible and easily understood by virtually any user.
The Genesys Advisor software suite includes five key modular applications, namely; Contact Center Advisor; Workforce Advisor; Frontline Advisor; Agent Advisor and; Mobile Advisor.
The company recently launched UC Connect, a solution for integrating its Customer Interaction Management software platform with the UC solutions of other major vendors. The company claims that with the UC Connect appliance, you can connect the CIM platform directly with Alcatel-Lucent’s MyInstant Communicator, IBM Sametime, Microsoft (News - Alert) Office Communications Server 2007 and Siemens Openscape.
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Raju Shanbhag is a contributing editor for TMCnet. To read more of Raju’s articles, please visit his columnist page.
Edited by Michael Dinan