Genesys Continues to Drive Customer Service Innovation; Company's Research and Development Nets 31 New Software Patents in 2002.Business Editors/High-Tech Writers SAN FRANCISCO--(BUSINESS WIRE)--Jan. 29, 2003 Genesys Telecommunications Laboratories, Inc., a subsidiary of Alcatel (NYSE NYSE See: New York Stock Exchange :ALA) (Paris:CGEP CGEP Commonwealth Graduate Engineering Program (Virginia) CGEP Center for Gifted Education Policy .PA), announced today that its continued innovation in customer service technologies has resulted in the receipt of 31 new patents in 2002. The addition of these latest patents brings Genesys' total number of patents to 126, among the highest in the customer service software industry. The latest patents cover a wide spectrum of technologies that enable customer service excellence. Key additions to the company's patent portfolio include: -- Automated service processes -- technology identifies pre-defined causal actions, automatically initiates and accomplishes affiliated tasks and notifies the customer upon completion. For example, online or phone-based loan processing will provide feedback and prompt customers for additional required information as the application process proceeds. -- Web-enabled mobile calls -- technology enables mobile-phone users to leverage wireless communications for one-touch access to customer service personnel. This application provides instant voice-based assistance for customers while browsing a company's Web site via mobile phone. -- Email routing based on agent skill-set -- a standard now among sophisticated contact centers, Genesys provides the ability to route customer inquiries based on individual agents' product or business acumen, subject knowledge and languages, among other criteria. -- Dynamically created call scripts -- using customer-entered touch-tone data or dialed number identification service (DNIS), this technology recognizes caller attributes and automatically supplies appropriate agent scripts for more personalized service. These software offerings -- like all Genesys solutions -- run on the widest range of hardware platforms Each hardware platform, or CPU family, has a unique machine language. All software presented to the computer for execution must be in the binary coded machine language of that CPU. Following is a list of the major hardware platforms in existence today. See platform. and networks, enabling companies to leverage existing telephony infrastructures and CRM (Customer Relationship Management) An integrated information system that is used to plan, schedule and control the presales and postsales activities in an organization. applications. "Genesys has more than twelve years' history in developing customer service software that enables companies to increase customer profitability Customer profitability (CP) is the difference between the revenues earned from and the costs associated with the customer relationship in a specified period. According to Philip Kotler,"a profitable customer is a person,household or a company that overtime,yields a revenue through more intelligent and efficient service transactions," said Genesys chief operating officer Chief Operating Officer (COO) The officer of a firm responsible for day-to-day management, usually the president or an executive vice-president. Laurent Philonenko. "Our research and development team will continue to work intensely on pioneering technologies that deliver fast and repeatable bottom-line results to our customers." About Genesys Genesys Telecommunications Laboratories, Inc., a subsidiary of Alcatel (NYSE:ALA) (Paris:CGEP.PA), is the leading provider of open software applications designed specifically to optimize customer contact -- in the contact center and across the enterprise. Genesys enables personalized cost-effective multimedia customer service that generates long-term, profitable customer relationships. Genesys' infrastructure-independent solutions enable businesses to intelligently route customer interactions across all communications channels -- phone, e-mail and Web -- to the appropriate agent or company resource based on business drivers such as service levels, revenue goals, individual customer value and demographic information, agent skill sets and company-wide business processes. The Company's Gplus program offers packaged integration to leading CRM applications from Siebel, PeopleSoft and SAP. Headquartered in Daly City Daly City, city (1990 pop. 92,311), San Mateo co., W Calif., a suburb of San Francisco; inc. 1911. Daly City is primarily residential, its population having grown significantly since the 1970s. , Calif., Genesys has served Global 2000 enterprises and telecommunications service providers A Telecommunications Service Provider or TSP is a type of Communications Service Provider that has traditionally provided telephone and similar services. This category includes ILECs, CLECs, and mobile wireless companies. worldwide for more than 12 years. Genesys maintains a global network of strategic partners, including Alcatel, IBM (International Business Machines Corporation, Armonk, NY, www.ibm.com) The world's largest computer company. IBM's product lines include the S/390 mainframes (zSeries), AS/400 midrange business systems (iSeries), RS/6000 workstations and servers (pSeries), Intel-based servers (xSeries) , PeopleSoft, SAP, Siebel Systems Siebel is a brand name of Oracle Corporation. Siebel Systems, Inc., founded by Thomas Siebel in 1993, was principally engaged in the design, development, marketing and support of CRM applications. and Verizon. Visit www.genesyslab.com for more information. |
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