Alcatel-Lucent OmniGenesys Contact Center
Transforming your business
with a new generation of customer service
“Software and hardware
are only valuable because
they work as a system”*
*Carl Shapiro,
Harvard Business School, information Rules
Capitalize on the excellence of Genesys,
the world’s leading large call center software company
Genesys is the world’s leading
provider of contact center
software solutions with thousand
of customers in 80 countries.
Faced with the constant pressure
to generate revenue, manage
rising traffic volume, and meet
ever-increasing customer service
expectations, contact centers
now have a prime opportunity
to embrace a breakthrough
model and vision: the
Contact Center
Genesys Solutions are used by
leader companies:
Dynamic
.
enesys Suite
G
Genesys Suite, the Genesys Customer
nteraction Platform, is at the core of
I
the solution that routes and processes
nteractions across your enterprise,
i
connecting customers to the right
resource – the first time.
Dynamic Contact Center
The Dynamic Contact Center
orchestrates, in real-time, a variety
of Genesys capabilities to help
companies manage fluctuating
contact center variables and
conditions.
It redefines the three parameters that
drives today’s contact centers: traffic
resources and outcomes in order to
maximize quality and revenue
performance while reducing costs.
Key solution benefits
Organizations that implement the
Dynamic Contact Center can expect
to immediately reap significant
benefits within the contact center
and across the enterprise:
■ Business and organizational
benefits
■ Revenue and profitability
■ Contact center manager benefits
■ Customer benefits
■ Agent benefits
■ 10 in 10 top Telecommunications
■ 3 in 5 top Airlines
■ 4 in 5 top Healthcare
■ 5 in 5 top Security and Insurance
Drive your competitive transformation with Alcatel-Lucent,
the world’s most highly-awarded communication platform company
Alcatel-Lucent helps companies
lead their global competitive
transformation:
■ Business Transformation:
build lasting and profitable
relationships with your
customers by delivering
personalized customer service
■ Services Transformation:
empower your employees to
increase their productivity and
your business’ responsiveness
■ Network Transformation:
expand your enterprise outreach
by moving to an open,
intelligent, secure and converged
network
Alcatel-Lucent OmniPCX Enterprise
Communication Server:
■ An installed base of more than
20 million users
■ Serves 200,000 customers
worldwide in 130 countries
■ References in all key industries:
Finance, Education, Energy,
Government, Healthcare, Hospitality,
Media and Transportation
lcatel-Lucent OmniPCX Enterprise
A
Communication Server
he Alcatel-Lucent OmniPCX
T
Enterprise is a highly scalable corporate
P telephony infrastructure (up to
I
100,000 users). Reliable, resilient,
flexible, secure, the solution can also
be integrated to NGN and IMS
networks using SIP technology.
Whatever your business, Alcatel-Lucent
offers you the best contact center
solution with features that make your
agents' work much easier to do. These
include:
■ Rich-function telephony delivered
through an outstanding choice
of terminals
■ 99.999% reliability
■ Media independence and
networking (from TDM to IP)
■ Top-level security
■ Outstanding manageability
Most significantly, Alcatel-Lucent
OmniPCX Enterprise also delivers
best-of-class IP capabilities:
■ a single IP network to reduce your
infrastructure costs
■ move at your own pace from
eby
traditional telephony to IP
, ther
protecting your investment without
compromising service levels
Key solution benefits
■ Feature rich IP telephony
which evolves transparently with
your scalability needs
■ Deployment model flexibility - IP or
hybrid, centralized or distributed,
hosted or CPE
■ Resiliency options with cost benefit
optimization
■ The richest and most feature-robust
user experience with comprehensive
range of end points and network
connectivity choices – SIP, IP (soft and
hard), TDM, mobile (on and off site)
or analog
■ IP application phone with
Bluetooth®, unmatched XML
support and full keyboard option
■ Unmatched security with wir
e
speed encryption and 802.1X
authentication
Genesys: superior level of customer service
for your company
The Genesys Suite
ey solution benefits
K
■ Faster issue resolution and improved service:
: a consistent user experience
efficiently routes caller requests to the most qualified
resource throughout the enterprise.
■ Integrated multiple communication channels:
routes interactions across voice, e-mail, chat,
web and work-items.
■ Centralized creation, administration and
management of all interactions and call center
resources including real-time and historical
management r
■ Interoperability with a broad range of telecom
eporting.
infrastructure components: premise and network-level
telecom equipment, e-mail and web servers and voice
self-service units at a single site or across multiple centers.
■ Resource optimization: creates “virtual” unified
contact center to allow call load balancing within a
select region or around the world.
The Genesys platform supports both traditional
TDM and IP call center environments
The Dynamic Contact Center: managing fluctuating contact center variables and conditions
Key solution benefits
■ Customer centric routing
y interaction must be matched with the ideal
Ever
contact center r
agent that helped them pr
other locations.
■ Business pr
It integrates back-office workflow items such as forms,
faxes and applications into the contact center
■ Real time recommendation
Gives agents customized information that tailors
product and service recommendations to the
customer's background, history and interaction type.
■ Consolidation and virtualization of resources
It unites various contact centers - regardless of hardware
platform and location - enabling expansion and
contraction of its resource pool to meet current traffic
demands.
■ Branch, r
Extends its r
a branch of
ocess routing
emote and exper
esour
fice or within another corporate location.
ce: the highest skilled agent, the
esour
ce pool outside of the contact center at
, "virtual" r
eviously
t integration
esources at
.
■ Proactive contact management
Can be in the form of an outbound call, e-mail or SMS to
promote a product, provide valuable information, or collect
an outstanding debt.
■ Integrated self service
Enables client to complete basic or complex customer
service requests without having to speak to an agent.
net and multimedia integration
■ Inter
ed interaction
Enables customers to choose their pr
channel, e-mail, SMS, chat or video while at the
same time, dynamically shifting the allocation of
esources between channels.
r
■ Reporting and analytics
Deliver historical and real-time insights, thus
ensuring constant optimization of operations.
orkforce management and optimization
■ W
edicts manpower needs and schedules agents
It pr
based upon past traf
availability
.
fic volumes and r
eferr
esour
ce
Real-time orchestration
Genesys + Alcatel-Lucent: the winning alliance
utting together a communications solution for your
P
enterprise from elements offered by different vendors is
easible. But eventually, ensuring maintenance and
f
support quality, equipment upgrade compatibility and
interoperability will be challenging. As you try to decide
on work-arounds you are likely to look for compromises;
the quality of your service will suffer and therefore your
business itself will suffer.
Alcatel-Lucent is unique in offering world-class solutions
through a single supply source. This means you get the
quality you require plus the guarantee of a hassle-free
future, and all at a reduced cost in terms of acquisitions,
deployment, maintenance, upgrades and support. In
addition, our special Alcatel-Lucent OmniGenesys
Contact Center package offers you the most efficient
way of implementing the powerful Genesys application
for contact centers.
This integrated solution combines two global
market leaders in a convenient one-stop bundle to
boost your competitivity and profitability.
Alcatel-Lucent OmniGenesys Contact Center is based on
the Alcatel-Lucent OmniPCX platform, which provides a
ful application environment for advanced
power
enterprise communications. The platform is continually
enriched with the state-of-the-art solutions that global
companies demand: mobile telephony, unified
messaging, video/audio confer
ergonomy for the user. And to be cost-effective, these
solutions require a mix of digital and IP technologies.
encing, and gr
eater
Only Alcatel-Lucent and Genesys
can offer all this!
Alcatel-Lucent
OmniPCX
Enterprise
Genesys
Suite
THE WINNING COMBINATION
Converged Technical Support
P
redictable deployments avoid
the hassle of cross-compatibility issues
R&D Synergy
Superior level of integration
"The Alcatel-Lucent stamp"
Alcatel-Lucent Professional Services
G
enesys certified engineering team "out-of-the-box" customization...
Collaboration
CCteamer, p resence based routing
Video Contact Center
Partnership with leading video providers
Applications IP phones
Advanced agent workplaces
ONE-STOP VENDOR
EXTENDED INTERACTIONS
the winning alliance
a one stop vendor combination that delivers the best of full integration
To support your competitive
transformation, Alcatel-Lucent
and Genesys provide
you with a new generation
of customer service.
Alcatel-Lucent OmniGenesys Contact Center
This breakthrough contact center solution is the intelligent
combination of the Genesys Suite and the
Alcatel-Lucent OmniPCX Enterprise, linked together
with a unique component, the RSI
(Routing Service Intelligence).
The Alcatel-Lucent OmniGenesys Contact Center bundle provides
“One-stop Vendor” solution and unmatched benefits
both a
in terms of integration, architecture and administration.
Savings are considerable on acquisition and integration costs.
The Alcatel-Lucent OmniGenesys Contact Center is the winning
combination that will optimize your performance.
Alcatel-Lucent OmniGenesys Contact Center:
a proven solution, a predictable outcome.
More than 500 major companies have chosen
the Alcatel-Lucent OmniGenesys Contact Center in the past 2 years
B
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F
O
R
E
delivers the best of full integration
B
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R
B
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F
O
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B
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RSI CTI link
SIP connectivity: e.g., SIP GVP with Alcatel-Lucent
OmniPCX Enterprise
Leverage full range of Alcatel-Lucent OmniPCX Enterprise
phones (latest IP Touch, DECT via RSI agents)
CAPABILITIES
EFORE
B
Key solution benefits
■ Superior level of integration
■ Lower TCA (total cost of acquisition)
■ Higher availability
■ Lower TCO (total cost of ownership):
- avoid human mistakes
- faster deployment
- optimized maintenance
■ Predictable outcomes
Alcatel-Lucent OmniGenesys
Contact Center, a winning alliance
for long-term customer satisfaction
CUSTOMER FRUSTRATION
“I am not sure if the new Genesys version will work on the last
Alcatel-Lucent OmniPCX Enterprise version”
Genesys controls internal Alcatel-Lucent OmniPCX Enterprise
oice prompts via RSI
v
Leverage internal voice activity detection with Genesys
outbound module
Alcatel-Lucent OmniPCX Enterprise spatial redundancy
Advanced rerouting mechanisms
Transparent back-up for agents with OmniTouch CC distribution
RSI synchro server: bi-directional and automatic synchronization
Converged roadmap: cross compatibility versions e.g., AlcatelLucent OmniPCX Enterprise SIP gateway validated for Genesys
AFTER
“I have a technical issue and escalating turns into a ping-pong
game between all vendors”
“I have a Genesys solution, but I'm not sure the CTI link/PBX are
optimized for it”
CUSTOMER SATISFACTION
“I benefit from cross compatibility between versions of Genesys
and Alcatel-Lucent”
“I have one stop vendor solution.
I benefit from converged technical support”
“The RSI: Routing Service Intelligence provides a superior level
of integration between Genesys software and the Alcatel-Lucent
OmniPCX Enterprise”
Contact Centers
4286256 - ENG - 07/ 2007- Alcatel-Lucent Enterprise - 32, avenue Kléber
92707 Colombes - France - RCS Paris B 602 033 185.
Alcatel, Lucent, Alcatel-Lucent and the Alcatel-Lucent logo, are trademarks of
Alcatel-Lucent. All other trademarks are the property of their respective owners.
Alcatel-Lucent assumes no responsibility for the accuracy of the information presented,
which is subject to change without notice. © 2007 Alcatel-Lucent. All rights reserved.
Photos: Getty images. Printed in EEC on chlorine-free paper.
www.alcatel-lucent.com
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