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Genesys Launches Express 3.0

  • 19 September, 2003 09:04

<p>To coincide with the launch of Genesys Express 3.0, an enhanced version of its pre-packaged customer service offering for mid-sized contact centres, Panasonic Australia is the first customer to sign up for the product to use in their 30 seat contact centre.</p>
<p>Genesys Express 3.0, a simplified, but advanced out-of-the-box contact centre solution, comprises a number of new enhancements that will further reduce the total cost of ownership for mid-sized companies’ customer service, help desk, collections, and telemarketing groups.</p>
<p>For further information please contact Jennie Watson or Jessica Sealby at Howorth Communications on +61 2 9904 4533 or email</p>
<p>Genesys Launches Express 3.0</p>
<p>Enhanced Mid-Market Customer Service Solution Speeds Deployment and Lowers Costs</p>
<p>Sydney, 19 September, 2003 — Genesys Telecommunications Laboratories announced the launch of Genesys Express 3.0, an enhanced version of its pre-packaged customer service software offering for mid-sized contact centres. Building on its core functionality, Genesys Express 3.0 is designed to further reduce the total cost of ownership for companies’ customer service, help desk, collections, and telemarketing groups. Mid-sized companies, in particular, are looking for a low cost way to deploy advanced customer service initiatives in order to compete with larger competitors, and Express 3.0 is meeting the demand.</p>
<p>Genesys Express 3.0 offers a range of new features that streamline deployment, and reduce cost and complexity for customers. With Express 3.0, mid-size companies and divisions of larger enterprises can now move from legacy technology, such as automatic call distribution (ACD) systems, to more sophisticated routing capabilities that are better able to serve their customers’ rising demands for superior service and 24x7 access to information.</p>
<p>Key enhancements to Express 3.0 include:</p>
<p>· Out-of-the-box PBX support: Additional PBX support expands market opportunity.</p>
<p>· Option-based deployment: Simplifies system administration and configuration.</p>
<p>· Complete simulation environment: Additional support for Voice Treatment Option (VTO) simulation increases speed of deployment through end-to-end best practices examples.</p>
<p>· Unified reporting engine and HTML report export: Reduces training costs and simplifies reporting for users.</p>
<p>· Unified agent application: Allows users to choose thick or thin-client versions to increase speed of deployment and reduce cost of maintenance.</p>
<p>· Delivery server: Simplifies installation and upgrade processes for less system downtime.</p>
<p>The enhancements reduce the need for expensive, time-intensive on-site system testing with the addition of a pre-packaged simulation environment, including voice processing capabilities. Express 3.0 further eliminates system complexities and training costs for end-customers by integrating real-time and historical reporting into a single, easy-to-use interface that can link to third-party reporting tools. Genesys has also included a pre-packaged Web version of Genesys Contact Navigator, its agent desktop application for handling voice and e-mail interactions, to simplify installations for customers and reduce system downtime during upgrades.</p>
<p>“Mid-market companies are operating in an intensely competitive climate where service levels can often make or break success, but they often lack the resources needed to undertake a large-scale implementation project,” said James Brooks, managing director, Genesys Laboratories Australasia. “Express 3.0 provides the improved service capabilities that are required to aggressively compete, delivered in an economically attractive model.”</p>
<p>About Genesys Express</p>
<p>Designed specifically for mid-sized contact centres, Genesys Express is ideal for both small and medium businesses (SMB) and divisional contact centres within large enterprises. The software solution, deployable on industry-standard hardware in only a matter of days, comes in two options, Express Voice and Express Multimedia. Express Voice offers computer telephony integration (CTI), sophisticated voice call routing and voice processing. Express Multimedia adds automated email response management. Both versions of Genesys Express include an agent desktop application and a full set of real-time and historical reports. Additionally, Genesys Express can integrate with a wide variety of CRM desktops and can leverage Genesys’ Gplus adapters for integration with SAP, Siebel and PeopleSoft CRM applications.</p>
<p>About Genesys</p>
<p>Genesys Telecommunications Laboratories, Inc., a subsidiary of Alcatel, is 100% focused on software for call centres. Genesys recognizes that better interactions drive better business and build company reputations. Customer service solutions from Genesys deliver on this promise for Global 2000 enterprises, government organizations and telecommunications service providers across 80 countries, directing more than 100 million customer interactions every day. Sophisticated routing and reporting across voice, e-mail and Web channels ensure that customers are quickly connected to the best available resource – the first time. Genesys offers solutions for customer service, help desks, order desks, collections, outbound telesales and service, and workforce management. Visit for more information.</p>
<p>Media Contact:</p>
<p>Jennie Watson or Jessica Sealby</p>
<p>Howorth Communications</p>
<p>+61 2 9904 4533</p>
<p>Howorth Communications | an Ogilvy PR Worldwide Company | Level 3, 357-359 Military Road Mosman NSW 2088 | T +61 2 9904 4533 | M +61 422 326 703 | F + 61 2 9904 9460 I</p>
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