In August 2010 Alcatel-Lucent unveiled its Genesys Social Media Strategy. A few months later, by the end of 2010, Genesys had a social media product ready for customers. And today with the official announcement of Genesys Social Engagement, the company continues to pound the idea into the heads of enterprise executives: we’re not a one-trick (CTI) pony, we know social media too.
Well, who doesn’t? No doubt these execs have been hearing about Facebook fan pages and Twitter hashtags. Maybe some of them even update Facebook statuses (“Check out my new Harley!”) and tweets (“Not looking forward to the shareholders meeting”) once in a while. But a thought always lingers in the back of their minds: how can this fit into the company’s customer service paradigm?
Genesys is actually a bit of a latecomer in this area. Several CRM vendors have already incorporated social media features into their products, like RightNow and Salesforce.com. Granted, things are a bit trickier considering Genesys has to integrate Social Engagement with its numerous existing contact center suite components: routing, reporting, desktop, administration, etc. But the developers have done it, and it does show promise.
Social Engagement is going to be part of the Genesys eServices offering. For obvious reasons, a Facebook Driver and Twitter Driver are available to monitor these two most popular social media channels, but there will be a way to develop Custom Drivers to hook into other social networks. The ability to create a custom driver is actually a very important feature. After all, this is the Internet and who knows what the Next Big Thing will be? (Just three years ago Myspace ruled social media and look at it now.)
Additionally, being able to develop a custom driver allows enterprises which adopted microblogging for employee use (such as Yammer and Chattr) to use Social Engagement for internal help desk applications. Genesys Social Engagement can also be deployed independently without other Genesys components, making this product even more attractive to enterprises of various sizes.
The official press release:
Paris, February 8, 2011 — Alcatel-Lucent (Euronext Paris and NYSE: ALU) today announced the general availability of a solution that dynamically monitors, analyzes, and engages consumers over social media and traditional channels, providing visibility into customer engagement and community trends.
Delivering on its social media strategy announced in August 2010, the Genesys Social Engagement solution automates the process of monitoring communications from consumers through social media channels such as Facebook and Twitter. The solution analyzes the content for sentiment, determines whether it is actionable, and then prioritizes it based on customer influence and service level objectives of the company. Based on this analytical approach, the most suitable customer service agent, expert or back-office employee is then engaged.
As social media becomes a more common and impactful customer channel, enterprises benefit from the ability to leverage existing IT and customer service investments to engage in social interactions, using a single platform that delivers continuity across all touch points. This allows consumers to use any channel they desire to reach customer service or other departments such as marketing or corporate communications. The suite includes reporting and analytic applications that allow enterprises to take proactive action to improve customer service and drive social interactions and conversations based on the latest engagement trends.
“To stay competitive as one of the largest contact center service providers in Chile and Perú, we need to enable our customers to access the new ways consumers now reach them for support, including social media interactions,” said Guillermo Rivera, technology and Development Manager at Entel Call Center. “With Genesys Social Engagement, we will have the tools to move in that direction and so continue giving our customers the best service.”
“The train has left. Organizations must put together a social business strategy that meets their business objectives, matches their organizational culture, and provides the right level of technological support” said Ray Wang, Principal Analyst and CEO at Constellation Research Group. “Not all organizations can and will adopt social business. However, those that succeed will leapfrog their competition with a disruptive technology and business model for 2011 and beyond.”
The new Genesys Social Engagement solution is available today. For more information please go to: http://www.genesyslab.com
Alcatel-Lucent (Euronext Paris and NYSE: ALU) is the trusted transformation partner of service providers, enterprises, strategic industries such as defense, energy, healthcare, transportation, and governments worldwide, providing solutions to deliver voice, data and video communication services to end-users. A leader in fixed, mobile and converged broadband networking, IP and optics technologies, applications and services, Alcatel-Lucent leverages the unrivalled technical and scientific expertise of Bell Labs, one of the largest innovation powerhouses in the communications industry. With operations in more than 130 countries and the most experienced global services organization in the industry, Alcatel-Lucent is a local partner with a global reach. Alcatel-Lucent achieved revenues of Euro 15.2 billion in 2009 and is incorporated in France, with executive offices located in Paris. For more information, visit Alcatel-Lucent on the Internet: http://www.alcatel-lucent.com, read the latest posts on the Alcatel-Lucent blog http://www.alcatel-lucent.com/blog and follow us on Twitter: http://twitter.com/Alcatel_Lucent.
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