Genesys makes video available in the contact center.The first voice self-service platform with built-in support for video customer service has been launched by Genesys Telecommunications. The company has also announced key standards for enhanced network services An umbrella term for advanced communications services. Until the mid-1990s, everybody knew what "enhanced services" meant. They were voicemail, "one number follow me," prepaid calling card or voice-actuated call control, all offered by a carrier or service provider in a circuit-switched that enable a wide range of new applications, from speech-enabled voice mail to IP-based services using Session Initiation Protocol (protocol) Session Initiation Protocol - (SIP) A very simple text-based application-layer control protocol. It creates, modifies, and terminates sessions with one or more participants. Such sessions include Internet telephony and multimedia conferences. It is described in RFC 2543. (SIP). Genesys now offers this extensive support for video play-and-record applications that take full advantage of 3G mobile phones and other devices. Service providers are now able to offer a variety of new services, including rich media applications such as video voice mail, video conferencing See videoconferencing. (communications) video conferencing - A discussion between two or more groups of people who are in different places but can see and hear each other using electronic communications. , video-enabled music and game applications and video call-recording. With VoiceGenie 7.1, a cellular service provider can offer consumers the ability to record and send copies of video conference calls or enable customer service representatives at a help desk to push instructional videos to help simplify a technical installation. Other video applications include telemedicine, video sharing See video sharing site. and a range of other consumer entertainment applications. Genesys positions its voice self-service platforms as providing enterprises and organizations with the tools to improve customer service. The company also offers its platforms to telecommunications service In telecommunication, the term telecommunications service has the following meanings: 1. Any service provided by a telecommunication provider. 2. provides to create new services for consumers. Next-generation speech services are part of the larger trend toward dynamic customer interaction, which blends self-service and assisted-service throughout multiple touch points such as Web and multimedia devices. Next-generation applications in customer service organizations can be rapidly developed with the new Genesys platform. Genesys VoiceGenie 7.1 and its sister platform, GVP GVP Genesys Voice Platform GVP General Voters Party (Fiji) GVP Gasoline Vapor Pressure GVP Global Vision for Peace GVP Global Visualization Process , enable a complete range of voice self-service applications to respond to dynamic customer needs. The company has stated that it is focused on driving its technology beyond the contact center and into broader customer service settings in order to provide a consistent customer experience at every touch point. www.genesysiab.com By Susan J. Campbell, TMCnet Contributing Editor A contributing editor is a magazine job title that varies in responsibilities. Most often, a contributing editor is a freelancer who has proven ability and readership draw. |
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