Genesys and BroadVision Blend Assisted Customer Service and Self-Service
Genesys Gplus Solution Integrates Customer Intelligence Between Web Sites and Contact Centers to Intelligently Personalize Customer Interactions and Reduce Costs
SAN FRANCISCO, November 28, 2001 – Genesys Telecommunications Laboratories, Inc., a wholly-owned subsidiary of Alcatel (NYSE: ALA), today announced availability of its Gplus Adapter for BroadVisionâ (Nasdaq: BVSN), the leading provider of enterprise self-service applications. Genesys and BroadVision are enabling businesses to bring customer contact centers and web sites together in a ‘closed loop’ communications environment. This new Genesys product combines its contact center solutions with BroadVision’s enterprise self-service application suite to intelligently manage assisted agent-based customer service with unassisted, personalized self-service.
“More and more companies are understanding that intelligently blending assisted service and self-service can reduce costs related to agent interactions, while offering end customers more choice in how they communicate with businesses,” said Laurent Philonenko, chief technology officer for Genesys. “We have developed and tested a solution that combines customer information from contact centers and web sites to personalize communications and provide easy navigation between self-service transactions at the web site and ‘live’ agent interactions in the contact center.”
By integrating contact center activity - such as customer phone calls and e-mails - with web site activity - such as browsing, e-commerce transactions, and stock trading - Genesys and BroadVision give businesses access to ‘up-to-the-second’ intelligence on customer needs and behavior. With the Genesys Gplus Adapter for BroadVision, businesses can truly share intelligence between these previously disparate touch points - customer contact center and web-front environment - to offer customized service levels and real-time, collaborative support across all media.
a partner of both companies, we saw the value in the Genesys Gplus Adapter for BroadVision,” said Jeremy Stafford, VP of eSolutions at BT Ignite Solutions, the e-business and communications solutions unit within BT Ignite. “We are now able to build sophisticated solutions for our customers comprising of a consolidated suite of "out-of-the-box" products. This means we can deliver the business benefits sooner.”
BroadVision believes that self-service is the way to maximize return on investment for e-business initiatives and dramatically reduce costs,” said Chris Grejtak, chief marketing officer for BroadVision. “The key to successful self-service is to artfully deploy assisted and unassisted interactions in a ratio that creates the highest-quality user experience. By combining our applications with Genesys, we are offering our joint customers a comprehensive package to manage customer interactions in just such a balanced way.”
Availability
The Genesys Gplus Adapter for BroadVision is an ‘off-the-shelf’ product available to new and existing customers of both companies. Systems integration support is currently offered by Pittsburgh-based eJiva, a business-to-business e-services consulting company (www.ejiva.com), and BT Ignite Solutions, a showcase and reseller for Genesys and BroadVision products in the UK (www.ignite.com/solutions). Genesys will partner with additional systems integrators to drive rapid deployments and formalized implementations of all of its Gplus adapters, such as SAP, PeopleSoft and Siebel. For information, call 888-Genesys (in U.S.) or visit www.genesyslab.com.
About BT Ignite Solutions
BT Ignite Solutions is the e-business and communications solutions unit within BT Ignite. The business provides solutions to help its clients to optimise customer value in an IP enabled world. Providing consultancy, e-business, e-CRM and network-centric applications, BT Ignite Solutions delivers and manages solutions on behalf of many of the world’s largest and most respected organisations. BT Ignite Solutions is the largest provider of managed and outsourced network and IT solutions in the UK. It has more than 27,000 customers ranging from mid-sized companies to multi-national organisations in 92 countries across the globe. For more information, visit: www.ignite.com/solutions
About BT Ignite
BT Ignite - BT Group’s international solutions and broadband business - is a leading provider of communications services to business and wholesale customers around the world.
From e-commerce consultancy and solutions through to core networks and Internet connectivity, BT Ignite delivers across the entire IP value chain with a unique blend of content hosting, application service provision, systems integration and outsourcing capabilities.
BT Ignite has established a strong European footprint and controls its own infrastructure. It serves customers through local sales and service support teams, with 54,000 route kilometres of fibre connecting 275 cities and over 20 content hosting centres.
BT Ignite delivers worldwide services via its solutions operations and BT Global Business, in conjunction with other partners where required. Further information is available at www.ignite.com/uk/
About Genesys
Genesys Telecommunications Laboratories, Inc., an independent wholly owned subsidiary of Alcatel (NYSE: ALA, Paris: CGEP.PA), is the leading provider of universal queue contact center solutions for complete customer relationship management. Genesys offers an integrated suite of open, infrastructure-independent applications that manage interactions across all media types, networks and applications. Headquartered in San Francisco, Genesys has served Global 2000 enterprises and major telecommunications carriers and service providers worldwide for more than for 10 years. Today, Genesys has offices around the world and maintains a global network of strategic partners, including BroadVision, IBM Global Services, Alcatel, PeopleSoft, SAP, and Siebel Systems. Visit www.genesyslab.com or call 1-888-GENESYS (in the U.S.) for more information.
About BroadVision
BroadVision`s (Nasdaq: BVSN, Neuer Markt: BDN) enterprise self-service applications create immediate business value by transforming the way organizations do business — moving relationships to a personalized, self-service model that enhances growth, reduces costs and improves productivity. Leading global companies use BroadVision to power their enterprise self-service initiatives — using the web and wireless devices to unify and extend an enterprise`s applications, information and business processes to serve its employees, partners and customers in a personalized and collaborative way.
For more information about BroadVision, Inc., call 650.261.5100, email info@broadvision.com or visit www.broadvision.com.
###
BroadVision and BroadVision One-To-One are trademarks or registered trademarks of BroadVision, Inc. in the United States and other countries. Other names herein may be the property of their respective owners.
BroadVision Contact
Janine Kromhout
BroadVision, Inc.
650-261-5940
janine.kromhout@broadvision.com
Genesys Contact
Jennifer Donovan
The Horn Group
415-905-4029
jdonovan@horngroup.com
Back...
