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Industry: Email Alert RSS FeedGenesys Makes Video Available In The Contact Center
Customer Inter@ction Solutions, Mar 2007 by Campbell, Susan J
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 that enable a wide range of new applications, from speech-enabled voice mail to IP-based services using Session Initiation Protocol (SIP). Genesys now offers this extensive support for video play-andrecord 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, video-enabled music and game applications and video call-recording.
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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 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 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, 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.
By Susan J. Campbell, TMCnet Contributing Edltor
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