Press Releases
ORLANDO, April 21, 2009—Genesys, an Alcatel-Lucent company (Euronext Paris and NYSE: ALU), and InQuira, Inc., today announced the integration of their respective software suites—enabling consumers to now have a seamless consistent experience when they interact with a company’s contact center regardless of the communication channel they use. By combining Genesys’ best-in-breed customer interaction software with InQuira’s knowledge management applications, this joint solution builds tremendous value into every eService experience and supports customers’ desires to use non-voice channels on the web and mobile for customer support. “The integration between InQuira and Genesys is unique in enabling intelligent cross channel conversations and is a key proof point in our efforts to eliminate the gaps customers often see when they begin in self-service and move to other touch points,” said Nicolas de Kouchkovsky, President of Genesys. “The joint solution enables the delivery of faster, more accurate answers across any service delivery channel helping organizations become much more proactive in customer service by escalating requests when appropriate.” The InQuira knowledge suite enhances self-service interactions and provides answers and continuity throughout any customer inquiry, even across different conversation channels. This functionality, fully integrated with Genesys’ chat and email escalation features in their market leading platform, enables an organization to seamlessly extend the customer’s interaction as their self-service sessions are fully captured and leveraged as part of a more extensive customer service engagement. The joint solution between the two companies’ software makes it easier for Genesys eServices customers to get the right answer with InQuira’s intent-based retrieval capabilities. Using multi-lingual natural language processing (NLP), InQuira discovers the “true intent” of each question to find the most relevant answer as quickly as possible. InQuira leverages profile data, customer searches and other information maintained in Genesys to deliver even more targeted and personalized answers. “We are excited to bring our unique knowledge technology together with the Genesys eServices solutions,” said Michael Murphy, CEO of InQuira. “We are developing new innovative ways to provide customers with answers and now we are seamlessly delivering it across their channel of choice. This is the type of next generation customer-centric solutions the market is waiting for and we are thrilled to be a part of it.” With the ability to determine and act upon customer intent, this new solution can intentionally direct customers to the right channel for the right opportunity. For example, when an online customer asks a question about opening a new account or a price request, the software determines the nature of the inquiry to be high-value and directs the interaction to the right channel for immediate live assistance. This right-channeling increases the likelihood of closing more business. To remove the complexity and confusion typically facing organizations attempting to integrate various customer interaction and knowledge software products, Genesys and InQuira have created a tightly integrated solution. This approach offers the flexibility customers need to incorporate the combined solution into their branded self-service website and agent desktop. The joint solution is available for immediate deployment. About Genesys Telecommunications Laboratories, Inc. About Alcatel-Lucent About InQuira
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