Genesys Telecommunications Laboratories, Inc., an independent wholly owned subsidiary of Alcatel (NYSE: ALA), today announced plans to extend its industry leading customer interaction capabilities to mobile users. Genesys is currently conducting pilot projects with three prominent European customers to offer online customer support using Internet-enabled wireless devices, such as smart phones. Showcasing its leading-edge wireless customer interaction management technology at CT Expo throughout this week, Genesys is the first vendor to demonstrate wireless capabilities for customer contact centers across multiple networks, devices and application standards.
As the market for wireless service grows worldwide, especially in Europe, users are rapidly adopting smart phones and other Internet-enabled wireless devices for accessing information and conducting online transactions. According to a recent report by research firm International Data Corporation (IDC), the total value of wireless Internet transactions will rise from US$4.3 billion in 1998 to US$38 billion by 2003.(a)
Quick to take advantage of this new media are leading customers who have committed to testing Genesys' wireless capabilities, which will support the Wireless Applications Protocol (WAP), as well as other industry standards. Scandinavia-based Leonia Bank, MeritaNordbanken, and Sonera are conducting pilot projects to evaluate Genesys' wireless capabilities, which will include the ability for mobile users -- regardless of device -- to request an agent-to-customer "call-back" from their web browser.
"With its longstanding commitment to infrastructure and media independence, Genesys' 'universal queue' approach to interaction management enables us to rapidly respond to market demand for wireless contact center capabilities," said Laurent Philonenko, senior vice president, Genesys.
Added Roger Solin, senior director of Wireless Solutions and Market Development, Genesys, "With limited browser capabilities, mobile devices introduce new challenges in providing a positive online experience, which is critical to ensuring long-term customer loyalty. By extending customer care directly to mobile users, businesses can help ensure the success of their mobile online services."
With wireless "call-back" capabilities, mobile consumers can conduct online transactions and access customer service representatives directly through the browser of their wireless device, without requiring the need to go off-line to place a separate voice call -- saving time, money and aggravation.
"As customers become more sophisticated and better informed of choices, an organization can no longer compete simply on product or price. Genesys' wireless contact center capabilities will provide us with a competitive advantage, allowing us to not only offer our customers with a world-class product, but also world-class service," said Simo Grohn, assistant vice president, IT e-banking Systems and Call Center, Leonia Bank.
"In a fast-paced environment like financial services, the key to retaining customers is being available from any place, any time. In that regard, Genesys is one of the very few vendors with the foresight to create a WAP-enabled customer interaction solution, and we are looking forward to leveraging this strategy to optimize our customer relationships," said Claus Almerud, vice president, Online Banking, MeritaNordbanken.
"Genesys is an undisputed leader in contact center solutions, with a proven track record in delivering innovative features. This is just what we need to stay ahead of our client's needs, which are strongly focused on enhancing personalization of customer interactions. Opening up wireless communication channels will enable us to manage our customers at every touch-point, including ever-popular wireless devices, thus creating opportunities to capture and retain more business, " said Mika Meritahti, call center manager, Sonera.
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