Alcatel-Lucent (Euronext Paris and NYSE: ALU) today announced that Genesys, its customer service software arm, based on evaluation of the Genesys interactive voice response (IVR) solution, iCFD (intelligent customer front door), received a “Strong Positive,” the highest rating possible, in Gartner’s MarketScope for IVR Systems and Enterprise Voice Portals* reportą.
“Businesses focused on providing a better customer experience are looking to leverage integrated self- and assisted-service applications to balance quality of service and costs. A large number of global customers are already reaping the benefits of this functionality,” said Mayur Anadkat, Alcatel-Lucent product marketing. “We believe Gartner’s IVR Systems and Enterprise Voice Portals rating confirms our position in the market and our commitment to providing customers with solutions that meet their dynamic customer service environments.”
In the report, Gartner recognizes that the primary driver for enterprise investment in voice response platforms is the strong business case for contact center self-service applications. These solutions enable customers to perform tasks via the telephone that would otherwise require a contact center agent at a higher cost per transaction. As a result of this functionality, enterprises can deliver a provable and often-sizable return on investment. Solutions can be applied to customers, employees and others requiring assistance.
The evolution of Genesys solutions continues to improve and is creating a new vision for self-service capabilities. iCFD with Conversation Manager, recognized in the Gartner report, meets the needs of consumers and businesses today by providing a consistent and rich customer experience across channels including voice, web, assisted or self service.
Genesys is the leading provider of software to manage customer interactions over the phone, Web and mobile devices. The Genesys software suite manages customer conversations across multiple channels and resources – self-service, assisted-service and proactive outreach – to fulfill customer requests, optimize customer care goals and efficiently use resources. Genesys software directs more than 100 million customer interactions every day for 4,000 companies and government agencies in 80 countries. These companies and agencies can leverage their entire organization, from the contact center to the back office, to dynamically engage with their customers.
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