Genesys Introduces Advanced Reporting to Analyze Contact Center Efficiency and Performance

Business Wire, Dec 8, 1999

LAS VEGAS--(BUSINESS WIRE)--Dec. 8, 1999--

Genesys CC Analyzer Delivers Historical Performance Tracking

Capabilities to Develop 'Out-of-Box'

and Custom Reports for Contact Center Management

Genesys Telecommunications Laboratories, Inc. (Nasdaq: GCTI), the leading provider of Enterprise Interaction Management solutions, today announced the introduction of CC Analyzer, an advanced historical reporting application for customer contact centers. Genesys' CC Analyzer collects, manages and delivers valuable contact center information such as agent performance statistics and customer treatment patterns to provide 'out-of-box' and custom reports for contact center management. CC Analyzer offers businesses and contact center managers the ability to analyze contact center efficiency and make adjustments to improve overall performance.

"To respond quickly to new business opportunities and competitive pressures, businesses must have the ability to make rapid decisions that improve customer communications, and the overall interaction experience," said Don Steul, director of Internet and Analytical Applications, Genesys. "Genesys' new reporting product allows businesses to take full advantage of the valuable content gained through ongoing interactions, turning customer information into business intelligence."

Genesys' advanced reporting capabilities provide benefits to both businesses and the customers they serve. CC Analyzer assists contact center managers and agents by providing insight on the performance of the contact center and enabling them to make information-driven decisions to improve interactions with their customers. In addition, business managers can analyze the bottom-line impact of customer interactions in the contact center for planning new business initiatives and increasing profitability.

Working in conjunction with CC Pulse, Genesys' product for tracking 'real-time' contact center activity, CC Analyzer offers a variety of standard contact center reports that deliver information on agent activity, customer treatment, and the success of applying business rules for customer interaction routing strategies. In addition, CC Analyzer's ability to produce custom reports allows contact center managers to analyze customer interaction efficiency based on their specific business needs and performance requirements.

CC Analyzer reporting categories include:

-- Agent status and performance, allowing businesses to:

-- Analyze the type of interactions handled by agents

-- Measure agent efficiency over time, such as average number

of interactions handled for each communication channel,

interaction response time, and hold time

-- Customer queue management, allowing businesses to:

-- Analyze the status of incoming calls, emails and web

communications

-- Measure customer interaction volumes by site for capacity

planning

-- Measure contact center and customer interaction efficiency

over time

-- Analyze downtime trends to increase productivity during

low-volume periods

-- Interaction routing and self-service, such as interactive voice

response (IVR) performance, allowing business to:

-- Measure and compare calls handled by interactive voice

response (IVR) systems versus calls directed to agents via a

router

-- Determine service level adherence

-- Develop skills-based reports

Availability

Genesys CC Analyzer will be available for the Genesys 5.1.5 platform in the early 2000.

About Genesys

Genesys Telecommunications Laboratories, Inc. (Nasdaq: GCTI) pioneered the field of Computer Telephony Integration (CTI) and today is a market-leader in Enterprise Interaction Management software. The Company's interaction management solutions help enterprises reduce costs, increase revenues, and transform the way they manage interactions in the call/contact center and across the enterprise. Genesys' open, scalable framework and interaction management applications enable the broadest range of contact solutions in the industry, including internet contact center capabilities, outbound contact, workforce management, enterprise routing, and network routing. Genesys' solutions architecture grows with the enterprise and supports customer preference in communications channels -voice, Internet, E-mail etc. Headquartered in San Francisco, Genesys serves more than 650 customers around the world from its 43 direct sales offices and through a select group of industry partners. For more information please visit Genesys at http://www.genesyslab.com or call 1-888-GENESYS (in the U.S.).