Genesys

A BOOK OF
ANSWERS
for your
QUESTIONS
Prepared by Genesys Telecommunications Laboratories, Inc.
Better Interactions. Better Business.
1155 Market Street, San Francisco, CA 94103 t 1.888.GENESYS or 1.415.437.1100, f 1.415.437.1260 info@genesyslab.com, www.genesyslab.com
BLENDED INBOUND/OUTBOUND DATA-DRIVEN ROUTING LOAD BALANCING SCREEN POP OUTBOUND DIALING INTERNET CONTACT CENTER WORKFORCE MANAGEMENT WORKFORCE MANAGEMENT BLENDED INBOUND/OUTBOUND DATA-DRIVEN ROUTING SCREEN POP LOAD BALANCING OUTBOUND DIALING INTERNET CONTACT CENTER
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Q1: What can Genesys do for my business?

A1: Quite simply, Genesys can help you manage the interactions that drive your business.
C U S T O M E R S & PA R T N E R S
E N T E R P R I S E A P P L I C AT I O N S
PHONE USER
FRONT OFFICE
ENTERPRISE TOUCH POINT

BACK OFFICE
EMAIL USER
I N T E R A C T I O N I N T E G R AT I O N
C O N TA C T CENTER POWERED BY GENESYS SOLUTIONS
A P P L I C AT I O N I N T E G R AT I O N
WEB USER
eCOMMERCE
FUTURE
FUTURE
Genesys Enterprise Interaction Management Solution
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Q2: Why should I be concerned about managing interactions?

A2: It all boils down to the fact that relationships drive profits. And the success of each interaction with outside constituents such as customers, business partners, and suppliers ultimately determines the success of these relationships.You want to make it easy for the people who interact with the enterprise to get information, to execute a transaction, or to solve a problem. In each case, when you improve the quality of the interaction, you improve your business outcome. Whats more, how you manage interactions is becoming increasingly important because your constituents are demanding to interact with your enterprise by means of many communication channels, beyond traditional paper-based letters and phone calls. They use email, Internet chat, Web collaboration, and Voice over IP (VoIP), to name a few. That means your enterprise must respond to interactions in any way it takes to support how customers want to access the company around the clock, seven days a week. The new focus on managing interactions is also a strategic response to the widespread activities related to mergers and acquisitions, deregulation, and globalization all of which can contribute to the need to manage enterprise interactions across multiple locations, multiple platforms, and multiple communication channels.
BETTER BUSINESS
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GOOD R E L AT I O N S H I P S
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QUALITY INTERACTIONS
Quality Interactions Drive Profits and Ensure Loyalty
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I N T E R N E T C A PA B I L I T I E S
Q3: Ive always associated Genesys with computer-telephony integration. Why the new focus on interaction management?
Genesys Te l e c o m m u n i c a t i o n s Laboratories
eCommerce Product Suite Providers
ENTERPRISE INTERACTION MANAGEMENT SOLUTIONS PROVIDERS
A3: Genesys has played a pioneering role in computer-telephony integration (CTI), and we continue to apply its powerful business benefits to one of the most frequent and strategic customer contact points in the enterprise the contact center. CTI has evolved to become just one facet of a much broader list of solutions, that comprise our approach to Enterprise Interaction Management. Enterprise Interaction Management, or EIM, is an important new category of strategic activities that help companies work more productively and enhance profits. In brief, EIM is comprised of the applications, processes, and technologies that a company needs to manage and optimize interactions in the contact center and across the enterprise. For Genesys, CTI is the core of our EIM solution.
Point Solutions
Call Center Middleware Providers
= I N D I V I D U A L C O M PA N I E S
V O I C E C A PA B I L I T I E S
Mapping the Marketplace
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Q4: What makes Genesys approach to interaction management unique?

A4: The difference is the framework upon which we have built our solutions. It is a unified architecture that is open and flexible, media neutral, highly scalable, and it offers a real-time view of enterprise interactions. The architecture is interoperable with all major switches, platforms, databases, and third-party applications. It manages interactions across whatever media channels your customers select voice, email, Internet, etc. It can support a range of interaction management needs, from a single contact center, up to a multi-site global enterprise operation. It allows you to respond to customers with instant access to supporting data. The architecture supports an instant and accurate view of your enterprise interactions, so that you can monitor and allocate resources effectively. In general, the Genesys approach provides companies the strategic advantage of a unifying standard for managing interactions with customers, partners, and suppliers.
Q5: Weve already invested in a call center. Can Genesys help us integrate Internet-based interactions?
A5: Part of what makes us unique is our ability to handle many channels of interaction between you and your key constituents. Therefore, the Genesys approach does not invalidate your call center. It enhances its success by integrating other contact media, and transforming it into a contact center. Many companies have struggled to respond to new factors such as Web communication and email by setting up a number of separate centers throughout the enterprise. But because the various contact centers are not integrated, managing interactions becomes fragmented. The result is inconsistent interactions, customer and partner dissatisfaction, and missed opportunities. With Genesys interaction management solutions behind your contact center, anyone who initiates an interaction with the enterprise is treated in a unified, consistent manner no matter what the communication channel; whether the contact is a customer, supplier, or partner; and without regard to where the information resides that supports the interaction. That kind of consistency is a valuable asset that eliminates customer frustration, cements relationships, and helps strengthen loyalty.
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Our environment consisted of four ACDs, four IVRs, three CTI systems, four workforce management (WFM) applications, multiple database platforms and 6,500 800 numbers. When looking for a solution that could address this environment and meet all of our requirements, we conducted an exhaustive search and found Genesys to be our answer. Ameritech
we believe in the
relationship
We chose Genesys because of the robustness of their software. Genesys had the vision we were looking for. The solutions they have today provide real value, but their vision of the future is what assured us we were going with the right company. Ford Motor Company We, like many companies, are getting an increasing number of contacts from our Web site and via email, and the Genesys framework has solutions that will let us blend these interactions into our call center. Having the Genesys framework in place has prepared us for the future of our call center. American Automobile Association (AAA)
between our
innovation & your growth
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Q6: What types of interaction management solutions does Genesys provide?

A6: Genesys offers the broadest range of Enterprise Interaction Management solutions, including:
INTEGRATED SCREEN POP:
Coordinates the delivery of all relevant data that is associated with an interaction to an agent in the form of a screen pop. This solution can be implemented across multiple media channels (voice, Internet, email, etc.) and can stand on its own or be integrated with other Genesys solutions. Provides enterprise routing capabilities to manage delivery of calls as they emerge from the toll-free network, balancing call volume across distributed sites. Routing points are positioned within the network cloud.
OUTBOUND DIALING:
Provides a complete outbound campaign creation, implementation and management environment that maximizes the efficiency and effectiveness of outbound campaigns.
BLENDED INBOUND/OUTBOUND:
Provides the means for the contact center to seamlessly integrate and manage inbound and outbound interactions.
LOAD BALANCING:
INTERNET CONTACT CENTER:
WORKFORCE MANAGEMENT:
Optimizes staffing requirements for multimedia and multi-tasking contact center environments, in support of service and business level goals defined by the enterprise.
Provides a complete and integrated solution for making the contact center Internet-ready. Permits the contact center to effectively service customers who prefer interacting by means of email and Internet channels such as Voice over IP (VoIP), Web chat, as well as Web-enabled collaboration capabilities.
DATA-DRIVEN ROUTING:
Provides a robust, flexible and comprehensive routing environment that allows an enterprise to choose the manner in which it wants to route calls based upon real-time statistics, customerstored data, or enterprise-defined business rules and situations. Routing points are positioned below the network cloud.
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Q7: Our company has been purchasing point solutions to address specific needs as they arise. Why should I consider purchasing from an integrated solution provider like Genesys?
A7: We recognize that other companies offer some very good individual solutions and, via acquisition, some can offer the various point solutions needed to build a fairly complete interaction management solution. However, the sources are fragmented, and putting the pieces together can be complex and problematic, especially given compatibility issues across products and platforms. Companies are finding that integrated solutions can produce benefits faster. For example, the single configuration environment of the Genesys approach simplifies the task for adding and administering agent skills that relate to telephone calls, email messages and Web interactions. Also, Genesys' integrated solution simplifies the monitoring and reporting of interactions that take place across multiple media. Point solutions will never achieve this level of tight integration. While you may be looking for a specific solution, the beauty of the Genesys approach is that we can meet your immediate needs, plus provide an underlying architecture which allows you to seamlessly integrate additional solutions as your interaction management needs evolve.You also benefit from our architecture's broad interoperability with your existing infrastructure, and can feel secure that your current technology investments protect you going forward.
Q8: So whats your installed base? Who uses the Genesys interaction management solutions?
A8: We have well over 500 industry-leading customers spanning multiple industries, who have invested in our products to create a virtual standard for managing their interactions. We service these customers around the globe either directly from over 30 offices or indirectly through world-class channel partners. Our customers include: Allstate American Automobile Association (AAA) Ameritech Corporation BankAmerica BC Tel Mobility Bouygues Telecom Cegetel Cofidis Charles Schwab Chase Manhattan Fingerhut Companies, Inc. France Loisirs (Group Bertlesmann) Matsushita Electric Industrial Co. (Panasonic) MCI WorldCom, Inc. Merrill Lynch & Co., Inc. Pittsburgh National Corporation PrimeCo SITEL Corporation Sprint TELECENTERS T. Rowe Price Associates Talk America TD Bank Telemarketing Japan Teletech Holdings Telus Mobility Telstra The Japan Research Institute Thomas Cook Global Traveller Services
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Q9: For us, software functionality is just part of the answer. How can you support us during implementation, as well as after were using the product?
A9: To assist customers in realizing the full potential of Genesys interaction management solutions, we provide a full professional services program of consulting, implementation and support services. The professional services team is staffed by experts in the functional and technical aspects of computer telephony integration and the deployment of interaction management solutions. We have established Genesys University, a comprehensive training and certification program, to meet the growing demands from customers and partners for professionals trained and qualified to engineer, install, and support Genesys solutions. Our Technical Support group is available on a 24 x 7 basis to work with your team to ensure the complete and rapid resolution of technical questions and issues. Genesys sponsors a user group G-FORCE which meets annually to give customers, partners, industry leaders and Genesys professionals a chance to interact, learn and share best methods and views on where the industry is going.
Q10: How do partners figure into your interaction management solutions?

A10: We consider our partners to be an extension of the companys independent architecture, and a key part of our ability to create successful business solutions. Our formal partner program, Genesys Interacts, provides our partners with in-depth training, product certification, and technical support. The partner program benefits customers by leveraging the combined expertise of Genesys and our partners, which gets you up and running with an interaction management solution faster, more cost effectively, and with reliable results. We have excellent relationships with the leaders in this industry, including: Systems Integrators: TSC, Ernst & Young, Pricewaterhouse Coopers, Carnegie Group, Cambridge Technology Partners, Deloitte & Touche. VARs: Ameritech, Bell Atlantic, Bell South, GTE, NCR, Rockwell, Siemens, Sprint, Telia, Unisys, US West. ISVs: Clarify, Oracle, SAP, Siebel,Vantive.
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Q11: What else can we tell you?

A11: For more information on how Genesys leadership in Enterprise Interaction Management solutions can help your enterprise improve the quality of its interactions, contact us at 1.888.GENESYS (1.888.436.3797) or 1.415.437.1100. Or visit us at: www.genesyslab.com.
Genesys Telecommunications Laboratories, Inc. pioneered the field of computer-telephony integration (CTI) and today is a market leader in Enterprise Interaction Management software. The companys interaction management solutions help enterprises reduce costs, increase revenues, and transform the way they manage interactions in the contact center and across the enterprise. Genesys open, scalable framework and interaction management applications enable the broadest range of contact solutions in the industry, including: screen pop, load balancing, workforce management, outbound dialing, data-driven routing, blended inbound/outbound, and Internet contact center capabilities. Genesys solutions architecture grows with the enterprise and supports customer preference in communications channels - voice, Internet, email etc. In short, Genesys optimizes the value of enterprise interactions.

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A BOOK OF

Prepared by Genesys Telecommunications Laboratories, Inc.

Better Interactions. Better Business.

Q1: What can Genesys do for my business?

ENTERPRISE TOUCH POINT

C O N TA C T CENTER POWERED BY GENESYS SOLUTIONS

Genesys Enterprise Interaction Management Solution

Q2: Why should I be concerned about managing interactions?

Quality Interactions Drive Profits and Ensure Loyalty

eCommerce Product Suite Providers

ENTERPRISE INTERACTION MANAGEMENT SOLUTIONS PROVIDERS

Call Center Middleware Providers

Mapping the Marketplace

Q4: What makes Genesys approach to interaction management unique?

innovation & your growth

Q6: What types of interaction management solutions does Genesys provide?

INTERNET CONTACT CENTER:

Q10: How do partners figure into your interaction management solutions?

Q11: What else can we tell you?

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