Totally Dynamic

At the VoiceCon Conference in Orlando, Fla. yesterday, Genesys Telecommunications Laboratories, Inc. unveiled key capabilities of its Dynamic Contact Center, a product that proports to showcase “how customer service can be elevated to a strategic business asset designed to increase overall customer loyalty and business value.” The DCC implementation will be on display through Thursday.

Acting as platform for DCC is Genesys 7.5, a product to be released in April 2007. Genesys 7.5 features Open IP and SIP standards and lays claim as the first contact center software to incorporate presence through IM, chat and IP telephony. DCC is pitched primarily at banking and insurance contact centers.

Along with the announcement of unveiling, Genesys representatives reported their firm’s recent commissioning of McGee-Smith Analytics to discuss the implementation of SIP Server with Genesys customers. A white paper summarizing McGee-Smith’s findings, entitled “Customers’ Expanding Reliance on the Genesys Suite” is available at the Genesys homepage.

Genesys Telecommunications Laboratories, Inc. is an Alcatel-Lucent company focuses exclusively on software to manage customer interaction over the phone, web and in e-mail. Genesys software today directs more than 100 million customer interactions daily for 4,000 companies and government agencies in 80 countries.