Genesys announces Genesys Express 3.0.Genesys Telecommunications Laboratories, Inc., a subsidiary of Alcatel, recently announced the launch of Genesys Express 3.0, an enhanced version of its pre-packaged customer service software offering for mid-sized contact centers. Building on its core functionality, Genesys Express 3.0 was designed to help further reduce the total cost of ownership for companies' customer service, help desk, collections and telemarketing telemarketing, the practice of selling goods or services to customers by means of the telephone or of surveying consumer preferences in telephone conversations. groups. Genesys Express 3.0 offers a range of new features added to streamline deployment and reduce cost and complexity for customers. With Express 3.0, mid-sized companies and divisions of larger enterprises are better positioned to move from legacy technology, such as automatic call distribution (ACD (Automatic Call Distributor) A computerized phone system that responds to the caller with a voice menu and connects the call to the appropriate agent. It can also distribute calls equally to agents. ) systems, to more sophisticated routing capabilities that are better able to serve their customers' rising demands for superior service and round-the-clock access to information. Key enhancements to Express 3.0 include out-of-the-box PBX (Private Branch eXchange) An inhouse telephone switching system that interconnects telephone extensions to each other as well as to the outside telephone network (PSTN). support; option-based deployment, which simplifies system administration and configuration; complete simulation environment; unified reporting engine and HTML HTML in full HyperText Markup Language Markup language derived from SGML that is used to prepare hypertext documents. Relatively easy for nonprogrammers to master, HTML is the language used for documents on the World Wide Web. report export, which reduces training costs and simplifies reporting for users; unified agent application, which allows users to choose thick-or thin-client versions to increase speed of deployment and reduce cost of maintenance; and delivery server, designed to simplify installation and upgrade processes for less system downtime The time during which a computer is not functioning due to hardware, operating system or application program failure. . The enhancements help reduce the need for expensive, time-intensive, on-site system testing (testing) system testing - (Or "application testing") A type of testing to confirm that all code modules work as specified, and that the system as a whole performs adequately on the platform on which it will be deployed. with the addition of a pre-packaged simulation environment, including voice processing The computerized handling of voice, which includes voice store and forward, voice response, voice recognition and text to speech technologies. capabilities. Express 3.0 further eliminates system complexities and training costs for end-customers by integrating realtime and historical reporting into a single interface that can link to third-party reporting tools. Genesys has also included a pre-packaged Web version of Genesys Contact Navigator, its agent desktop application for handling voice and e-mail interactions, to simplify installations for customers and reduce system downtime during upgrades. www.genesyslab.com [ILLUSTRATION OMITTED] |
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