Alcatel-Lucent OmniGenesys User manual

“Softwareand hardware

are only valuable because

they work as a system”*

*Carl Shapiro,

Harvard Business School, information Rules

Alcatel-Lucent OmniGenesys Contact Center

Transforming your business

with a new generation of customer service

Genesys Suite

Genesys Suite, the Genesys Customer

Interaction Platform, is at the core of

the solution that routes and processes

interactions across your enterprise,

connecting customers to the right

resource – the first time.

Dynamic Contact Center

The Dynamic Contact Center

orchestrates, in real-time, a variety

of Genesys capabilities to help

companies manage fluctuating

contact center variables and

conditions.

It redefines the three parameters that

drives today’s contact centers: traffic

resources and outcomes in order to

maximize quality and revenue

performance while reducing costs.

Key solution benefits

Organizations that implement the

Dynamic Contact Center can expect

to immediately reap significant

benefits within the contact center

and across the enterprise:

■Business and organizational

benefits

■Revenue and profitability

■Contact center manager benefits

■Customer benefits

■Agent benefits

Capitalize on the excellence of Genesys,

the world’s leading large call center software company

Genesys Solutions areused by

leader companies:

■10 in 10 top Telecommunications

■3in 5 top Airlines

■4in 5 top Healthcare

■5in 5 top Security and Insurance

Genesys is the world’s leading

provider of contact center

software solutions with thousand

of customers in 80 countries.

Faced with the constant pressure

to generate revenue, manage

rising traffic volume, and meet

ever-increasing customer service

expectations, contact centers

now have a prime opportunity

to embrace a breakthrough

model and vision: the Dynamic

Contact Center.

Alcatel-Lucent OmniPCX Enterprise

Communication Server

The Alcatel-Lucent OmniPCX

Enterprise is a highly scalable corporate

IPtelephony infrastructure (up to

100,000 users). Reliable, resilient,

flexible, secure, the solution can also

be integrated to NGN and IMS

networks using SIP technology.

Whatever your business, Alcatel-Lucent

offers you the best contact center

solution with features that make your

agents' work much easier to do. These

include:

■Rich-function telephony delivered

through an outstanding choice

of terminals

■99.999% reliability

■Media independence and

networking (from TDM to IP)

■Top-level security

■Outstanding manageability

Most significantly,Alcatel-Lucent

OmniPCX Enterprise also delivers

best-of-class IP capabilities:

■asingle IP network to reduce your

infrastructure costs

■move at your own pace from

traditional telephony to IP

,thereby

protecting your investment without

compromising service levels

Key solution benefits

■Feature rich IP telephony

which evolves transparently with

your scalability needs

■Deployment model flexibility - IP or

hybrid, centralized or distributed,

hosted or CPE

■Resiliency options with cost benefit

optimization

■The richest and most feature-robust

user experience with comprehensive

range of end points and network

connectivity choices – SIP, IP (soft and

hard), TDM, mobile (on and off site)

or analog

■IP application phone with

Bluetooth®,unmatched XML

support and full keyboard option

■Unmatched security with wire

speed encryption and 802.1X

authentication

Alcatel-Lucent helps companies

lead their global competitive

transformation:

■Business Transformation:

build lasting and profitable

relationships with your

customers by delivering

personalized customer service

■Services Transformation:

empower your employees to

increase their productivity and

your business’ responsiveness

■Network Transformation:

expand your enterprise outreach

by moving to an open,

intelligent, secure and converged

network

Drive your competitive transformation with Alcatel-Lucent,

the world’s most highly-awarded communication platform company

Alcatel-Lucent OmniPCX Enterprise

Communication Server:

■An installed base of more than

20 million users

■Serves 200,000 customers

worldwide in 130 countries

■References in all key industries:

Finance, Education, Energy,

Government, Healthcare, Hospitality,

Media and Transportation

■Customer centric routing

Everyinteraction must be matched with the ideal

contact center resource: the highest skilled agent, the

agent that helped them previously,"virtual" resources at

other locations.

■Business process routing

It integrates back-office workflow items such as forms,

faxes and applications into the contact center.

■Real time recommendation

Gives agents customized information that tailors

product and service recommendations to the

customer's background, history and interaction type.

■Reporting and analytics

Deliver historical and real-time insights, thus

ensuring constant optimization of operations.

■Workforce management and optimization

It predicts manpower needs and schedules agents

based upon past traffic volumes and resource

availability.

■Proactive contact management

Can be in the form of an outbound call, e-mail or SMS to

promote a product, provide valuable information, or collect

an outstanding debt.

■Integrated self service

Enables client to complete basic or complex customer

service requests without having to speak to an agent.

■Internet and multimedia integration

Enables customers to choose their preferred interaction

channel, e-mail, SMS, chat or video while at the

same time, dynamically shifting the allocation of

resources between channels.

Key solution benefits

Genesys: superior level of customer service

for your company

The Dynamic Contact Center:managing fluctuating contact center variables and conditions

The Genesys Suite:aconsistent user experience

■Consolidation and virtualization of resources

It unites various contact centers - regardless of hardware

platform and location - enabling expansion and

contraction of its resource pool to meet current traffic

demands.

■Branch, remote and expertintegration

Extends its resource pool outside of the contact center at

abranch office or within another corporate location.

Key solution benefits

■Faster issue resolution and improved service:

efficiently routes caller requests to the most qualified

resource throughout the enterprise.

■Integrated multiple communication channels:

routes interactions across voice, e-mail, chat,

web and work-items.

■Centralized creation, administration and

management of all interactions and call center

resources including real-time and historical

management reporting.

■Interoperability with a broad range of telecom

infrastructure components: premise and network-level

telecom equipment, e-mail and web servers and voice

self-service units at a single site or across multiple centers.

■Resource optimization: creates “virtual” unified

contact center to allow call load balancing within a

select region or around the world.

The Genesys platform supports both traditional

TDM and IP call center environments

Real-time orchestration

Putting together a communications solution for your

enterprise from elements offered by different vendors is

feasible. But eventually, ensuring maintenance and

support quality, equipment upgrade compatibility and

interoperability will be challenging. As you try to decide

on work-arounds you are likely to look for compromises;

the quality of your service will suffer and therefore your

business itself will suffer.

Alcatel-Lucent is unique in offering world-class solutions

through a single supply source. This means you get the

quality you require plus the guarantee of a hassle-free

future, and all at a reduced cost in terms of acquisitions,

deployment, maintenance, upgrades and support. In

addition, our special Alcatel-Lucent OmniGenesys

Contact Center package offers you the most efficient

way of implementing the powerful Genesys application

for contact centers.

This integrated solution combines two global

market leaders in a convenient one-stop bundle to

boost your competitivity and profitability.

Alcatel-Lucent OmniGenesys Contact Center is based on

the Alcatel-Lucent OmniPCX platform, which provides a

powerful application environment for advanced

enterprise communications. The platform is continually

enriched with the state-of-the-art solutions that global

companies demand: mobile telephony, unified

messaging, video/audio conferencing, and greater

ergonomy for the user. And to be cost-effective, these

solutions require a mix of digital and IP technologies.

Only Alcatel-Lucent and Genesys

can offer all this!

Genesys + Alcatel-Lucent: the winning alliance

Alcatel-Lucent

OmniPCX

Enterprise

Genesys

Suite

THE WINNING COMBINATION

Converged Technical Support

Predictable deployments avoid

the hassle of cross-compatibility issues

R&D Synergy

Superior level of integration

"The Alcatel-Lucent stamp"

Alcatel-Lucent Professional Services

Genesys certified engineering team -

"out-of-the-box" customization...

Collaboration

CCteamer, presence based routing

Video Contact Center

Partnership with leading video providers

Applications IP phones

Advanced agent workplaces

ONE-STOP VENDOR

EXTENDED INTERACTIONS

Alcatel-Lucent OmniGenesys Contact Center:

aproven solution, a predictable outcome.

Alcatel-Lucent OmniGenesys Contact Center

This breakthrough contact center solution is the intelligent

combination of the Genesys Suite and the

Alcatel-Lucent OmniPCX Enterprise, linked together

with a unique component, the RSI (Routing Service Intelligence).

The Alcatel-Lucent OmniGenesys Contact Center bundle provides

both a “One-stop Vendor” solution and unmatched benefits

in terms of integration, architecture and administration.

Savings are considerable on acquisition and integration costs.

The Alcatel-Lucent OmniGenesys Contact Center is the winning

combination that will optimize your performance.

the winning alliance

aone stop vendor combination that delivers the best of full integration

More than 500 major companies have chosen

the Alcatel-Lucent OmniGenesys Contact Center in the past 2 years

To support your competitive

transformation, Alcatel-Lucent

and Genesys provide

you with a new generation

of customer service.

CUSTOMER FRUSTRATION

“I am not sure if the new Genesys version will work on the last

Alcatel-Lucent OmniPCX Enterprise version”

“I have a technical issue and escalating turns into a ping-pong

game between all vendors”

“I have a Genesys solution, but I'm not sure the CTI link/PBX are

optimized for it”

delivers the best of full integration

CUSTOMER SATISFACTION

CAPABILITIES

RSI CTI link

SIP connectivity: e.g., SIP GVP with Alcatel-Lucent

OmniPCX Enterprise

Leverage full range of Alcatel-Lucent OmniPCX Enterprise

phones (latest IP Touch, DECT via RSI agents)

Genesys controls internal Alcatel-Lucent OmniPCX Enterprise

voice prompts via RSI

Leverage internal voice activity detection with Genesys

outbound module

Alcatel-Lucent OmniPCX Enterprise spatial redundancy

Advanced rerouting mechanisms

Transparent back-up for agents with OmniTouch CC distribution

RSI synchro server: bi-directional and automatic synchronization

Converged roadmap: cross compatibility versions e.g., Alcatel-

Lucent OmniPCX Enterprise SIP gateway validated for Genesys

“I benefit from cross compatibility between versions of Genesys

and Alcatel-Lucent”

“I have one stop vendor solution.

Ibenefit from converged technical support”

“The RSI: Routing Service Intelligence provides a superior level

of integration between Genesys software and the Alcatel-Lucent

OmniPCX Enterprise”

Key solution benefits

■Superior level of integration

■Lower TCA (total cost of acquisition)

■Higher availability

■Lower TCO (total cost of ownership):

-avoid human mistakes

-faster deployment

-optimized maintenance

■Predictable outcomes

Alcatel-Lucent OmniGenesys

Contact Center,awinning alliance

for long-termcustomer satisfaction

BEFORE

AFTER

Contact Centers

4286256 - ENG - 07/ 2007- Alcatel-Lucent Enterprise - 32, avenue Kléber

92707 Colombes - France - RCS Paris B 602 033 185.

Alcatel, Lucent, Alcatel-Lucent and the Alcatel-Lucent logo, are trademarks of

Alcatel-Lucent. All other trademarks are the property of their respective owners.

Alcatel-Lucent assumes no responsibility for the accuracy of the information presented,

Photos: Getty images. Printed in EEC on chlorine-free paper.

www.alcatel-lucent.com

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