Genesys Raises the Bar on Mobile Customer Care
Today’s announcement describes how mobile customer care best practices can be delivered today using existing Genesys G8 solutions.
Today at its annual G-Force Melbourne event, Genesys outlined what it is calling its Genesys Mobile Customer Engagement strategy. While (regrettably) not in Melbourne, I did have the opportunity for a pre-briefing on the announcement earlier this month at SpeechTEK in New York with the product marketing (Mayur Anadkat) and product management (Max Ball) primes on the initiative.
To begin, this is certainly not Genesys' first foray into mobility for the contact center. A capability called Visual IVR, available primarily with 3G mobile phones, has been available for several years. It is most notably deployed by French insurance company Groupama, who built an iPhone application that provides capabilities like click to dial to the contact center, expected wait times, and screenpop with GPS position to the agent.
In addition, Genesys Contact Center Advisor-Mobile Edition has been available since May 2011. It brings together multi-channel KPIs and business metrics and delivers the information in real-time to most popular smartphone platforms, e.g., it's a bona fide app available for free in the iTunes store. By the end of 2011, Genesys expects to deliver tablet-based contact center administration.
Careful Genesys watcher that I am, I note that a year ago in Melbourne, a similar press release was issued--defining the Genesys social media strategy. It described how existing Genesys solutions combined with partner products and professional services could deliver social media solutions for early adopters. By the end of 2011 Genesys was back with not only a productized solution (Genesys Social Engagement), but signed customers.
Today’s announcement describes how mobile customer care best practices like "Contact Me," "Connect Me," and "Know Me" can be delivered today using existing Genesys G8 solutions like Conversation Manager and UC Connect. Mayur hinted that Genesys continues to work on a tighter integration of mobile devices to Genesys suite components and follow-up announcements will likely be make in 2012. One direction these efforts may take is to productize what Groupama did for themselves--to create an Agile Application Builder that allows any customer IT department to quickly deliver mobile customer care applications that map to Genesys solutions.