I do like how Genesys has evolved its narrative over the years. In the beginning it was all about voice calls. Then it became interactions. Now Genesys labels them conversations.
Conversations are two-way, engaging, and personal — exactly the expectation of customers in today’s multichannel and mobile world when dealing with an organization.
It’s no surprise that Genesys continues to focus on mobile and multichannel conversations. I also think that the Groupama iPhone app opened the eyes of many in the industry to finally get a glimpse of how today’s technologies can shape customer service experiences of tomorrow.
The company is taking advantage of the interest in mobile applications to unveil its Mobile Customer Engagement strategy during G-Force Melbourne (Australia’s second most populous city, not the sunny town in Florida). Its latest G8 Suite offers solutions to help companies make this mobile leap as seamless and as painless as possible.
However, I think the bigger news came from ZDNet Australia:
Contact centre software licensing will be a thing of the past, because contact centre services will move to the cloud within five years, according to Alcatel-Lucent Enterprise’s Asia Pacific senior vice president Michael McBrien
The company, which offers its Genesys call centre services both in the cloud and as an on-premise software-based service, has around 1000 customers in the cloud already, McBrien told journalists at the G-Force 2011 conference in Melbourne today. He said that it would encompass Alcatel-Lucent Enterprises’ entire customer base by 2016.
Having 1,000 cloudy customers is quite impressive, especially in the contact center space. Genesys, of course, does not offer the infrastructure for cloud-based solutions and have no interest in becoming a massive cloud company, but I have to think that its cloud partners are grinning ear to ear with 1,000 customers. I also wonder how the Genesys licensing scheme will evolve with the cloud paradigm shift and how that impacts the company financially since software licenses are very much its bread and butter. McBrien told ZDNet that the company should “go to a different market, a mid market.” Reminds me of the Genesys Express days — didn’t work out too well though. Maybe we’ll see it resurrected in the near future?
In the meantime, there’s still a license.dat file lurking somewhere between the premise and cloud, and the sacred port of 7260 listens intently amidst the hum of a data center, each ping echoes through the vast networks like a drop of gold coins.
Read the official Mobile Customer Engagement strategy press release:
|Melbourne, Australia, August 24, 2011 — Alcatel-Lucent (Euronext Paris and NYSE: ALU) is calling upon companies to take advantage of today’s powerful, multi-channel smart phones by creating a new model for mobile customer engagement. With today’s mobile approach mostly limited to self-service and limited transactions, Alcatel-Lucent is prescribing a strategy that brings conversations to mobile customer service applications by intelligently linking contact center agents and customer care resources from across the enterprise, including those in the back office and branch locations.
While many companies already offer their customers mobile service apps — consider the thousands available for banking, retail and travel — these are often poorly integrated within a company’s existing customer service strategy and contact center technology platform. As a result, today’s mobile customers suffer from a disconnected experience that often delivers frustrating hold times or no way to contact an agent or resource for additional support. This disconnected approach also fails to unleash the power of today’s smart phones in transforming customer engagement with proactive contact, personalized applications and location-based services.
During the G-Force Melbourne 2011 customer event, Alcatel-Lucent outlined its Genesys Mobile Customer Engagement strategy, which focuses on helping companies move from transactional applications to mobile conversations and recommends the following best practices:
- Contact Me – provide seamless and secure ‘click-to-call’ capabilities with context from smart phone applications with immediate agent support or scheduled call backs.
- Connect Me – deliver mobile customers to best resource from contact center to back office departments and branch locations, across any channel – voice, SMS, chat.
- Know Me – provide personalized mobile experience based current service tasks and proactive contact with targeted offers and location-based services.
“Today’s consumers rely on their smart phones and tablets to be their ‘windows to the world.’ Businesses need to be creative in offering apps that integrate into all areas of the enterprise, from sales and marketing to customer care,” said Tom Burns, President, Alcatel-Lucent Enterprise. “Our mobile solutions featured in the G8 suite are bringing our core cross-channel routing and application openness together with the power of our Genesys Conversation Manager to provide the context and presence information needed to deliver the next generation mobile experience.”
At G-Force Melbourne, Genesys is bringing together the solutions companies need to deliver the next generation mobile customer experience. The Genesys G8 suite will be on display, including:
- Conversation Manager – bring agent conversation to an iPhone
- Integrated Mobile Customer Care Apps – mobile customer service applications
- UC Connect – linking mobile customers to back office and mobile experts
|About Alcatel-Lucent (Euronext Paris and NYSE: ALU)
The long-trusted partner of service providers, enterprises, strategic industries and governments around the world, Alcatel-Lucent is a leader in mobile, fixed, IP and Optics technologies, and a pioneer in applications and services. Alcatel-Lucent includes Bell Labs, one of the world’s foremost centres of research and innovation in communications technology.
With operations in more than 130 countries and one of the most experienced global services organizations in the industry, Alcatel-Lucent is a local partner with global reach.
The Company achieved revenues of Euro 16 billion in 2010 and is incorporated in France and headquartered in Paris.
For more information, visit Alcatel-Lucent on: http://www.alcatel-lucent.com, read the latest posts on the Alcatel-Lucent blog http://www.alcatel-lucent.com/blog and follow the Company on Twitter: http://twitter.com/Alcatel_Lucent.
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