SLA Management Solution from Digital Fuel Now Brings Enhanced Service Level Visibility to Genesys Customers

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Digital Fuel demonstrates SLA management solution integrated with Genesys Info Mart at G-Force 2006; enhances customer value by linking Genesys Contact Center analytics to service level agreements.

Specifically, Genesys customers can, through a complete software solution, simply and effectively monitor, enforce, and optimize their service level agreements associated with internal and outsourced contact center delivery organizations.

Digital Fuel, the leader in software solutions for the management of service level agreements (SLAs) and service cost management, today announced the integration of its ServiceFlow™ SLA Management solution with Genesys Info Mart. Available to Genesys customers today, Digital Fuel will highlight how the combined solution delivers automated service level agreement management at the Genesys User Conference, G-Force 2006, taking place May 22-24, 2006 at the Mirage Hotel & Casino in Las Vegas, Nevada. Conference participants at G-Force can schedule time to meet with Digital Fuel by clicking here.

Through full integration with Genesys Info Mart, Digital Fuel will demonstrate how ServiceFlow will help Genesys customers automate and optimize the management of service level agreements with internal and outsourced contact center delivery organizations. Digital Fuel’s ServiceFlow enables customers to convert service level agreements and corresponding awards and penalties into software. Digital Fuel’s integration to Genesys Info Mart will in turn enable customers to automatically manage compliance of their service level agreements with actual performance of the contact center delivery organization through data provided by Genesys Info Mart.

“Digital Fuel’s ServiceFlow SLA Management integrated with Genesys Info Mart provides yet another example of how Genesys customers gain insight from the data available to them through Genesys Info Mart,” said Kurt Magdanz, Director of Business Development of Genesys. “Specifically, Genesys customers can, through a complete software solution, simply and effectively monitor, enforce, and optimize their service level agreements associated with internal and outsourced contact center delivery organizations.”

Since Digital Fuel’s SLA Management solution is fully integrated into Genesys Info Mart, enterprises benefit from the ability to move their service level agreements into software and deploy and enforce those agreements centrally and consistently, enabling customers to proactively manage service levels and associated service level agreements. By enabling a more proactive approach to service level management, customers become aware of service level issues before they escalate to become problems that could result in business interruptions or poor quality of service. Moreover, Digital Fuel’s integration with SAP allows integrated service level reporting across ERP components.

“The powerful combination of Digital Fuel ServiceFlow with Genesys Info Mart enables customers to improve the efficiency and effectiveness of contact center operations,” said David Port, Vice President Sales of Digital Fuel. “By increasing visibility into service level agreements across the entire customer interaction delivery process, this solution enables customers to improve the quality of service and to greatly reduce costs and risk.”

About Digital Fuel

Digital Fuel is the leading provider of SLA management and service cost management solutions, helping service providers and shared services organizations manage the performance, financial, and regulatory aspects of IT and business services. Digital Fuel has the largest deployments for SLA and service cost management in the world, with thousands of concurrent users, SLAs, KPIs and metrics. With Digital Fuel’s patented visual approach, customers are deployed rapidly to quickly drive value from automating the management of service level agreements with their customers and vendors. ServiceFlow manages billions in business and IT services for global companies such as Procter & Gamble, General Electric, Cummins, IBM, Siemens Business Services, O2, Atos Origin, and CSC. Digital Fuel is headquartered in San Mateo, California, with offices across North America and Europe. Learn more at http://www.digitalfuel.com.

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