Genesys Announces First Intelligent Routing Software for Enabling Video Call Centers; Demonstrates Customer Implementation; Genesys VideoACD and Intel ProShare Conferencing Video Systems Lend a Personal Touch to Customer Service

Business Wire, Oct 30, 1996

SAN FRANCISCO--(BUSINESS WIRE)--Oct. 30, 1996--Genesys Telecommunications Laboratories, the leading provider of open, networked computer telephony software, today announced VideoACD, the first software capable of intelligently routing inbound video calls through multimedia call centers and organizations.

Utilizing the Intel ProShare Video System 200, Genesys VideoACD capabilities will be demonstrated Oct. 31 at the Computer Telephony Demo tradeshow in Orlando, Fla., where Genesys will showcase the successful implementation of VideoACD at S&P Data, the fastest growing telecommunications service bureau in Canada.

"Videoconferencing is now a critical capability that businesses must have as part of their telecommunications capabilities," said Scott Darling, the Director of Marketing for Intel's Internet and Communications Group. "This new Genesys technology is a significant step toward improving customer service in the video conferencing industry."

In a video-enabled call center, operators can see and hear their callers in real time, enabling them to more easily share information or demonstrate products. This face-to-face interaction enabled by video allows organizations to offer customers more personalized service and greater access to information than available through the phone or email.

With VideoACD, any interaction requiring a face-to-face meeting can be remotely initiated at the click of a button. Transactions such as home loan applications -- which typically average two weeks to process -- have been shortened to half an hour because of the ease of video conferencing.

As these types of transactions become more common, Genesys technology will continue to shorten the time requirements and expense of providing large-scale customer service. The first adopters of VideoACD are expected to be the telecommunications, financial, retail and healthcare industries.

"As waves of businesses and consumers begin to use the video capabilities of multimedia computers and the World Wide Web, video- enabled call centers will increase in importance," said John Bara, Director of Product Marketing, Genesys. "VideoACD puts the personal back into personal computing. As electronic commerce grows, those companies demonstrating superior customer service with products like VideoACD will be the winners."

The S&P Data implementation being demonstrated is an example of how VideoACD can be used to improve customer service. During the demo, Dan Plashkes, chief executive officer of S&P Data, will use the Intel ProShare Video System 200 to place a video call from a kiosk at the trade show via an ISDN line to an S&P call center in Toronto, Canada. The H.320 standard-compliant Genesys VideoACD software will detect the video call and route it to the most appropriate agent.

"VideoACD will be a driving force behind the continued growth of the call center market," said Dan Plashkes, chief executive officer of S&P Data. "VideoACD fills a vacuum long felt in retail industry call centers. We finally have the technology necessary to give customers the face to face service that the retail industry needs. VideoACD is a crucial tool for call centers to differentiate themselves in a very competitive marketplace and to provide unprecedented customer service."

VideoACD is the latest breakthrough in Genesys' award winning suite of Computer Telephony Integration (CTI) software. VideoACD will run on either POTS (regular telephone lines) or ISDN lines. As POTS Video Conferencing, video-enabled kiosks and ISDN lines become more pervasive, VideoACD will enhance call centers and customer service organizations.

In addition, businesses will be able to conduct video meetings with VideoACD technology, expanding the scope of these meetings by encouraging wider company participation. Furthermore, corporations may rely on Genesys VideoACD as a foundation for future service expansion as the software will easily scale and fold additional multimedia interfaces into the integrated call center.

Genesys VideoACD will be available in 1Q97 in system solutions intended for enterprise and premise-based call center environments. The cost of video enabled call centers is surprisingly reasonable, and could be implemented for less than $4000 per seat. This price is expected to decrease even further in the next 12 - 18 months.

Genesys Telecommunications Laboratories (www.genesyslab.com) is the leading provider of open networked computer telephony software. The innovative family of T-Server products enables companies to develop enterprise-wide sales and customer service solutions.

Genesys solutions provide strategic communication management by allowing companies in a wide range of industries to leverage existing personnel, cut costs and create greater customer satisfaction and loyalty.

A privately held company with headquarters in San Francisco, Genesys serves the North American, European and Asia/Pacific regions both directly through offices in the US, Canada, UK, Russia and Japan; and indirectly through a select group of solution providers. Clients include many Fortune 500 companies in a variety of industry segments.