Genesys, an Alcatel-Lucent company, is the only company that focuses completely 100% on developing software products that help in to mmanaging and e & optimizing e customer interactions across various channels of communication, be it voice, email, web, sms, etc. over the phone, web and in e-mail. The Genesys Contact Ccenter software suite dynamically connects customers with the right degree of self-service or assisted-service - to fulfill customer Query & optimize customer response mechanism.

These companies and agencies can leverage their entire organization, from the contact center to the back office, to enhance the customer experience and meet or even exceed & customer expectation. As a result, Genesys helps stop customer frustration, drive efficiency, and accelerate business innovation.

For more information, please visit go to http://www.genesyslab.com

iSsmart Panache (I) Solutions Pvt L.ltd is a Premier Tier partner of partnership with Genesys Telecommunications Laboratories to covers India region. Through this alliance, Genesys and iSsmart Panache (I) Solution Pvt.ltd focus on several key initiatives such as increased sales coverage for Genesys solutions in the providing and promoting managed and hosted services in the region., providing best-of-breed technical expertise to the customer bas iSmart Panache is thus, in a position to offer its prospects and customers state-of-the-art Contact Centre technology, wrapped in a unique business model. e..

For more information please see log on to Genesys Partner Directory

http://partnerdirectory.genesyslab.com/pages/partners/profiles/480_ismartpanacheiasolutions.html

Voice portal (or IVR) enables a self-service method for customers to retrieve the information they need from the contact center. Customers can use touchtone signals or their own voice to request self-service information. If they request live agent assistance, the voice portal can place a call in queue until an appropriate agent is available and then transfer information given by the customer directly to the agent along with the call itself to provide a seamless customer service experience.

Voice portal (or IVR) enables a self-service method for customers to retrieve the information they need from the contact center Voice Portal Platform offers customers a blended experience across inbound, outbound, self- and agent-assisted calls for convenient, quality service. Specific capabilities include: Integrated Self-Service, Proactive Contact - Voice, and Virtual Hold callback. Integrated Self-Service provides touch-tone access, incorporates speech recognition technology, and integrates seamlessly with live agents to identify and resolve customer requests. Proactive Contact - Voice portal solution automates important announcements such as appointment reminders, deliveries, and service changes or interruptions. The solution also creates new revenue opportunities, such as when a pharmacy’s prescription refill reminder feature proactively notifies customers that they are due for a refill, and offers them the choice of picking up the prescription at their convenience. During periods of long hold times, Genesys Voice Platform and Virtual Hold end customer frustration and offer callers convenient callback options, without losing their place in queue. For example, when the caller’s position reaches the top of the queue, Virtual Hold leverages Genesys Voice Platform to place an outbound call to the customer and then transfers the call to the next agent available. The blending of different channels and the combination of inbound and outbound calls is a step towards the Genesys Dynamic Contact Center, which orchestrates and optimizes resources in the call center as call volumes fluctuate

A dialer is a contact center application that automates outbound voice contact. Outbound refers to calls made from inside a contact center (usually from an agent workstation, dialer or predictive dialer) and are headed to a destination outside of the contact center. A predictive dialer is an outbound calling system that uses software to estimate the correct number of calls to place and number of agents that will be able to handle those calls.

Dialers have always been key applications for contact centers and still remain important as outbound voice contact continue to be the primary methods of customer reach.

Recent trends are in moving away from proprietary hardware, and the value proposition of newer solutions is to run upon existing infrastructure or upon converged IP networks.

Quality management applications are used for measuring the quality of the service provided by agents and for improving the overall performance of a contact center. A quality management system automates recording of voice and desktop activity through the use of CTI and provides tools for contact center management to measure agent quality. Interactions are analyzed, stored if necessary and automatically scored – as a result identifying calls that do not meet pre-defined quality requirements (long holds, multiple transfers, silent periods, and the use of inappropriate language by agent or customers). The system then alerts managers to take immediate action, such as bridging an agent's knowledge gaps, or getting to the root of a problem and resolving it.Recording requirements for call centers vary between selective recording, recording-on-demand and full time (total) recording. Important factors in selecting a solution are the security of the original recording, compression rates (less space and bandwidth for more recordings), and support for recording in VoIP, traditional telephone and hybrid communications environments