Flexible, Yet Integrated Customer Engagement Strategies via eServices Solutions

Next Generation Communications Blog

Flexible, Yet Integrated Customer Engagement Strategies via eServices Solutions

By Beecher Tuttle

In an effort to compete in today's competitive market, enterprises need to ensure that they are consistently offering a high-level customer service experience. To make certain that they offer adequate support, many companies have begun providing current and prospective customers with a myriad of different ways to stay in touch, including, email, instant messaging, SMS and a number of different social media sites.

While this transition away from traditional communication mediums is a step forward, it can create a somewhat disjointed customer experience if not integrated properly.

Alcatel-Lucent recently addressed this issue by launching an expanded set of eServices solutions for customer service and sales departments. The portfolio of products, which were built upon the new Genesys G8 platform, includes Genesys Knowledge Management, Genesys Web Callback and Genesys SMS.

The telecom giant's Genesys eServices collection offers a comprehensive mix of cross channel and Web-based customer service mediums by integrating email, online chat, SMS, web self-service, knowledge management, web collaboration and web callback, according to a company release.

“The key to growing a business today is being where the customers are and engaging them — anytime, anywhere,” said Nicolas de Kouchkovsky, chief marketing officer, Enterprise Applications for Alcatel-Lucent.

“Customers today often prefer non-voice channels like texting and social networks. Genesys eServices lets organizations open virtual offices in those virtual spaces to deliver real customer sales service," he added.

Alcatel-Lucent's set of solutions enables an enterprise's customer to move between a traditional voice channel and alternative communication mediums while having the feel of a unified conversation.

The new platform also can help a company reduce the cost of face-to-face and call center support channels, improve customer loyalty and connect with current and prospective customers through their preferred communication method. Furthermore, the suite of products is known to increase revenues by turning browsers into buyers.

For more information on all of Alcatel-Lucent’s Genesys solutions, click here.

Featured Events