Genesys Announces Enhanced Contact Center Resource Management via an Interactive Web Interface

Business Wire, Sept 18, 2000

Business Editors

SAN FRANCISCO--(BUSINESS WIRE)--Sept. 18, 2000

Genesys Workforce Management version 5.1.6

Boosts Service Levels and Increases Agent Retention

Genesys Telecommunications Laboratories, Inc., an independent wholly owned subsidiary of Alcatel (NYSE: ALA) and the leading provider of infrastructure-independent, multimedia customer contact center solutions, today announced general availability of Workforce Management version 5.1.6. Available to customers worldwide, Genesys Workforce Management 5.1.6 introduces the industry's first browser-based interactive interface for supervisors and agents, which brings critical intra-day workforce management functionality to the convenience of the Web. Release 5.1.6 also includes database compatibility with both Oracle and MS SQL.

According to a September 2000 Frost & Sullivan industry report, "Market Engineering Research for the Workforce Management Software Market," the implementation of CRM strategies is motivating senior management to invest greater resources in contact center software. Since the most sophisticated customer information management system will not yield results if the right staffing resources are not in place, workforce management software will be an increasingly important component of CRM.

"CRM strategies may include a commitment to guaranteeing a particular quality of service level," said Katrina Howell, Research Analyst, Frost & Sullivan. "Sophisticated features such as Genesys' Workforce Management's interactive Web capability enable contact center managers to initiate immediate, proactive responses to changing events, thereby ensuring that service goals are attained."

Interactive, Browser-based Contact Center Management

Managing a contact center using traditional workforce management solutions requires extensive knowledge at the application level and only allows for modifications to be made at the premise. With its easy-to-use interactive browser screens, Genesys Workforce Manager 5.1.6 enables supervisors to perform intra-day management tasks, and allows agents to set preferences, from any PC with access to the company's intranet. From the Web, supervisors can view real time adherence data from agent level to enterprise level and react quickly with schedule changes made directly from the browser, resulting in dramatically improved service levels. Agents can view their schedules at any time and enter working preferences through the Web, providing increased job satisfaction through more personalized schedules.

"Generating optimal schedules to meet service levels is only part of the challenge for contact center managers," said Regina Moore, Product Line Manager for Genesys Workforce Management. "They need tools to manage resources on an intra-day basis - Workforce Manager provides real-time adherence and the ability to make click-and-drag schedule changes through a single browser screen. Not only does this help the supervisor to react quickly from any PC, but it also enables other business managers and executives to access real-time views of the same information without any training."

Expanded Platform Compatibility Offers Flexibility, Reduces TCO

Giving Genesys customers greater flexibility in compatible operating environments, Workforce Management now supports Oracle and Microsoft SQL Server. This expanded capability is intended to drive a greater worldwide adoption of Workforce Management, enabling customers to implement Internet Suite into existing platforms and environments - protecting previous IT investments and lowering the total cost of ownership.

About Genesys Workforce Management

The Genesys Workforce Management solution supports both simple and the most complex contact center environments, and is the only workforce management tool that is fully integrated with the Genesys Enterprise Interaction Model, used by Intelligent Routing and Internet Contact Center. Workforce Management provides the planning, forecasting, scheduling, and analysis tools needed to align a contact center's workforce strategy with its most critical business objectives. Additionally, the Genesys Workforce Management solution provides a complete set of tools for managers to optimize interactions in the contact center, while minimizing the associated staffing and operational costs.

About Genesys

Genesys Telecommunications Laboratories, Inc., an independent wholly owned subsidiary of Alcatel, pioneered the field of Computer Telephony Integration (CTI) and today is the leading provider of infrastructure-independent contact center solutions for the enterprise, e-business and service provider markets. With its ability to integrate interactions across all media types, including the web and traditional voice, Genesys helps businesses provide a consistent customer interaction experience. Headquartered in San Francisco, Genesys has sales offices worldwide. For more information please visit Genesys at http://www.genesyslab.com or call 1-888-GENESYS (in the U.S.).