Customer Service Leaders Genesys and RightNow Deliver Integrated Solution for Customer Interaction Management, Voice Self-Service and Multi-Channel Contact

Published on April 24, 2007 in Computer Software, Technology

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Genesys and RightNow Create Seamless Customer Experience Across the Internet and Contact Center

Bozeman, Mont (April 24, 2007) – RightNow┬« Technologies (NASDAQ: RNOW) and Genesys Telecommunications Laboratories, Inc., an Alcatel-Lucent company (Euronext Paris and NYSE: ALU), today announced they have tightly integrated their customer service application suites and will deliver a joint offering available by the end of May. The joint solution, which expands the existing relationship between Genesys and RightNow, brings together the Internet and contact center, and will allow companies to use the complete Genesys 7.5 customer interaction management suite, including voice self-service, routing, and desktop integration, with RightNow. RightNow and Genesys will co-sell the solution.

With the joint solution, consumers can engage with companies through the Web or voice self-service, and then seamlessly transition to agent-assisted service while maintaining the context of their initial interaction. If a consumer is engaged in a self-service session and opts for agent assistance, this solution automatically selects the best agent to assist the customer at any point in time, and provides that agent with the customer’s history and context of his or her self-service session. Because the agent is armed with complete customer information via a multi-channel agent desktop, they can also maximize cross- and up-sell opportunities while delivering consistently relevant customer service.

“The bar is being raised in customer service, and customers want a seamless experience across the Internet and the contact center,” said Wes Hayden, president and CEO of Genesys. “We are excited to be working with RightNow to offer companies an easy way to connect RightNow’s next-generation CRM solution with Genesys customer interaction solutions. It helps enterprises migrate to an on demand model and deliver the stellar customer experiences that can increase customer loyalty and drive revenue.”

To enable the integration, RightNow has created an adapter for Genesys 7.5. The pre-built adapter simplifies the integration, minimizing deployment time and cost. The integration provided by RightNow also allows agents to easily transfer calls and associated data to other agents from within the RightNow Service desktop. A click-to-dial feature lets agents place outbound calls from within the RightNow Service desktop interface by selecting a customer contact phone number and clicking their mouse to dial. The integration also supports analytical reporting of agent performance, including agent activity, availability and call duration data that can be viewed by both agents and managers via customizable dashboards within the agent desktop.

“Genesys is a clear market leader in customer interaction management, and our relationship with Genesys underscores the prevalence of on demand CRM in the enterprise,” said Greg Gianforte, CEO of RightNow. “As our solutions continue to gain traction in large contact centers, our clients requested sophisticated interoperability with customer interaction management solutions. By working with Genesys, we are able to help companies deliver exceptional customer experiences.”
About Genesys Telecommunications Laboratories, Inc.

Genesys, an Alcatel-Lucent company, is the only company that focuses 100% on software to manage customer interactions over the phone, web and in e-mail. The Genesys software suite dynamically connects customers with the right resources – self-service or assisted-service – to fulfill customer requests, optimize customer care goals and efficiently use resources. Genesys software directs more than 100 million customer interactions every day for 4,000 companies and government agencies in 80 countries. These companies and agencies can leverage their entire organization, from the contact center to the back office, to improve the overall customer experience. As a result, Genesys helps stop customer frustration, drive efficiency, and accelerate business innovation. For more information, go to www.genesyslab.com or visit the industry blog at www.betterinteractions.com
About Alcatel-Lucent

Alcatel-Lucent (Euronext Paris and NYSE: ALU) provides solutions that enable service providers, enterprises and governments worldwide, to deliver voice, data and video communication services to end-users. As a leader in fixed, mobile and converged broadband networking, IP technologies, applications, and services, Alcatel-Lucent offers the end-to-end solutions that enable compelling communications services for people at home, at work and on the move. With operations in more than 130 countries, Alcatel-Lucent is a local partner with global reach. The company has the most experienced global services team in the industry, and one of the largest research, technology and innovation organizations in the telecommunications industry. Alcatel-Lucent achieved adjusted proforma revenues of Euro 18.3 billion in 2006 and is incorporated in France, with executive offices located in Paris. [All figures exclude impact of activities to be transferred to Thales]. For more information, visit Alcatel-Lucent on the Internet: www.alcatel-lucent.com

Source: RightNow

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