Genesys Telecommunications, a subsidiary of Alcatel announced today the launch of Genesys Express 3.0, an enhanced version of its pre-packaged customer service software offering for mid-sized contact centers. Building on its core functionality, Genesys Express 3.0 is designed to SMBs’ customer service, help desk, collections, and telemarketing operations. Key enhancements include option-based deployment, complete simulation environment, unified reporting engine and HTML report export, unified agent application and delivery server.
“Mid-market companies are operating in an intensely competitive climate where service levels can often make or break success, but they often lack the resources needed to undertake a large-scale implementation project,” said James Nelson, vice president, mid-market solutions at Genesys. “Express 3.0 provides the improved service capabilities that are required to aggressively compete, delivered in an economically attractive model.”
Genesys has also included a pre-packaged web version of Genesys Contact Navigator, its agent desktop application for handling voice and e-mail interactions, to simplify installations for customers and reduce system downtime during upgrades.
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