Alcatel-Lucent enhances cross-channel CRM suite

Alcatel-Lucent has released a major update to its Genesys customer service software, bringing customer interactions into one place, and providing a single overview of all correspondence, regardless of the medium through which it came.

The company claimed that Genesys 8 now covers in-person, contact centre, web, mobile and social media interactions.

"As consumers and technology have changed the ways we communicate, customer service must maintain context and continuity, which has been a difficult challenge," said Nicolas de Kouchkovsky, chief marketing officer for enterprise applications at Alcatel-Lucent.

"With Genesys 8, customer service tools have caught up with today's customer service environment."

Genesys 8 includes a new Conversation Manager which uses contextual search to pull together "disconnected threads" that have hampered businesses across different departments, according to Alcatel-Lucent.

Individual user interfaces can be set according to enterprise roles, providing a much less cluttered view, the firm said.

Genesys 8 contains a range of modular options, including Genesys Contact Center, Genesys Intelligent Customer Front Door, which collates a customer's " intentions and needs", and Genesys eServices, which brings together web, mobile and social media channels to support customer-facing business areas.

Alcatel-Lucent said that these options will help firms reduce costs, improve customer loyalty, cut shopping cart abandonment, and enhance the overall customer experience.