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Genesys Launches UC Connect to Integrate Unified Communications with Contact Centers

Strategic Insights

— 1 min read

Genesys, an Alcatel-Lucent company, has introduced UC Connect, a product initiative aimed at fostering integration and interoperability between its Customer Interaction Management (CIM) software platform and unified communication (UC) solutions from leading providers. This move enables seamless hand-offs between contact centers and back or branch office workers, streamlining customer interactions and improving the overall customer experience. By linking UC investments to customer service operations, Genesys customers can derive more value from their UC investments, measure the effectiveness of their employees, and increase the profitability of interactions with customers.

Key Takeaways:

  • Genesys UC Connect integrates its industry-leading CIM platform with UC solutions from major providers, including Alcatel-Lucent's MyInstant Communicator, IBM Sametime, Microsoft Office Communications Server 2007, and Siemens Openscape.
  • The UC Connect initiative enables seamless hand-offs from contact centers to back or branch office workers, protecting infrastructure and application investments.
  • UC Connect abstracts enterprise resources' identities into skill sets and provides an aggregated view of their UC presence relative to the availability of the entire skill set pool, preventing agents from becoming overly dependent on any particular expert.
  • The Interaction Preview and Auction mechanism sends an interaction preview to available resources within a skill pool and renders it within the UC client, ensuring workers are available in real-time without requiring manual updates to their UC presence.
  • Genesys expects the UC Connect initiative to improve the overall customer experience and create efficient processes that reduce the cost of service.
  • The Genesys CIM platform directs more than 100 million customer interactions every day for 4,000 companies and government agencies in 80 countries.

Statistics:

  • 100 million customer interactions directed by the Genesys CIM platform daily.
  • 4,000 companies and government agencies in 80 countries use the Genesys software suite.
  • 11-19-2008: DOWN TREND on ALU @ $2.24 (as indicated by the Comtex SmarTrend Alert).
  • 12-08-2008: UP TREND on IBM @ $83.81 (as indicated by the Comtex SmarTrend Alert).
  • 11-25-2008: UP TREND on SI @ $62.15 (as indicated by the Comtex SmarTrend Alert).

Sources:

  • Genesys Telecommunications Laboratories, Inc., an Alcatel-Lucent company
  • Marketwire, Copyright 2009, All rights reserved.
  • Comtex News Network, Inc., Copyright 2004-2009, All rights reserved.
  • www.alcatel-lucent.com
  • www.mysmartrend.com

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