ethosIQ Teams Up with Genesys in Formal Partnership to Deliver Contact Center Optimization Services
ethosIQ joins the Genesys Partner Program as an Independent Software Vendor (ISV) at the advanced tier level.
Houston, TX (PRWEB) November 3, 2009 -- ethosIQ, a business solutions company offering contact center optimization services, builds momentum by entering Genesys' Partner Program as an Independent Software Vendor (ISV) in the Advanced Tier.
Genesys software manages customer interactions over the phone, Web and mobile devices, and the Genesys Partner Program provides the framework for partners to leverage Genesys' technology leadership in order to increase their own share in the growing market for contact center solutions. It is also designed for ISVs interested in facilitating technical integrations and applications with the Genesys Product Suite.
Genesys software directs more than 100 million customer interactions every day for 4,000 companies and government agencies in 80 countries. According to Scott Walker, ethosIQ CEO, "ethosIQ's alignment with Genesys provides us with unlimited market opportunity. ethosIQ's contact center optimization tools are tailor made for the Genesys environment, and will enable our customers to utilize their Genesys infrastructure to its fullest potential." ethosIQ tools that are interoperable in the Genesys environment include Call Path Analytics and ethosLabs Simulator.
Call Path Analytics is the ability to capture contact center source data from Genesys T-Server and apply patented mathematical algorithms to interpret call flows, trigger points within a call flow, and patterns or anomalies. This type of data analysis will uncover issues or problems with the call path that cannot typically be discovered using traditional Business Intelligence (BI) methodologies.
ethosLabs Simulator, scheduled for general availability in1Q 2010, provides the ability to reproduce current conditions within the Genesys environment in order to simulate call paths, as well as experiment with changes to the call path. In a lab environment, a baseline is initially developed, and then specific changes are made to the routing strategy. These changes are tested in real time, and the outcome is analyzed. The ethosLabs Simulator will be an important analytics tool to be used in conjunction with agent optimization and routing optimization services.
ethosIQ's team of call center veterans brings years of experience and deep domain knowledge to Genesys customers who wish to fully leverage their existing investment. Adds Walker, "ethosIQ can be the catalyst for driving value and ROI within the Genesys environment."
About Genesys Telecommunications Laboratories, Inc.
Genesys is the leading provider of software to manage customer interactions over the phone, Web and mobile devices. The Genesys software suite connects customers with the right resources - self-service, assisted-service and proactive outreach - to fulfill customer requests, optimize customer care goals and efficiently use resources. Genesys software directs more than 100 million customer interactions every day for 4,000 companies and government agencies in 80 countries. These companies and agencies can leverage their entire organization, from the contact center to the back office, to dynamically engage with their customers. As a result, Genesys stops customer frustration, drives efficiency and accelerates business innovation. For more information, go to www.genesyslab.com.
About Alcatel-Lucent
Alcatel-Lucent (Euronext Paris and NYSE: ALU) is the trusted partner of service providers, enterprises and governments worldwide, providing solutions to deliver voice, data and video communication services to end-users. A leader in fixed, mobile and converged broadband networking, IP technologies, applications and services, Alcatel-Lucent leverages the unrivalled technical and scientific expertise of Bell Labs, one of the largest innovation powerhouses in the communications industry. With operations in more than 130 countries and the most experienced global services organization in the industry, Alcatel-Lucent is a local partner with a global reach. Alcatel-Lucent achieved revenues of Euro 16.98 billion in 2008 and is incorporated in France, with executive offices located in Paris. For more information, visit Alcatel-Lucent on the Internet: http://www.alcatel-lucent.com.
About ethosIQ, LLC
ethosIQ is a business solutions provider that assists customers in navigating the complexity of large scale contact centers. ethosIQ contact center optimization services managed services, and enhanced reporting tools provide customers the ability to maximize the ROI of their existing communications platforms. To learn more about ethosIQ, please visit http://www.ethosIQ.com, or call 1.888.ethosIQ.
###
Post Comment:
Trackback URL: http://www.prweb.com/pingpr.php/Q291cC1Ib3JyLUNvdXAtU2luZy1FbXB0LVBpZ2ctWmVybw==
|
