|[April 18, 2012]
Genesys Redefines the Mobile Customer Experience by Linking Mobile Apps with Customer Service Agents
SEATTLE --(Business Wire)--
As part its G-Force customer event, Genesys (News - Alert) today launched a
breakthrough mobile customer care solution that provides smart phone
users instant access to agents in the contact center and beyond - all at
the press of a button within a company branded mobile application.
Available today, Genesys Mobile Engagement enables businesses to
overcome today's isolated mobile application experience by empowering
customers that need live support to quickly engage customer service
agents or specialized knowledge workers, such as personal bankers or
travel agents. The new solution provides increased context to highly
personalize the mobile customer experience and empower agents with
information to drive an effective experience and outcome. Ultimately,
companies will proactively and personally connect with today's mobile
consumers, driving a new level of customer conversations over smart
Today, there are an estimated 1 million mobile applications
representing 40 billion downloads by consumers across the globe. By
2017, there will be a staggering 2 billion smart phone devices
worldwide. At the same time, customer service organizations are often
disconnected from the company's mobile applications. When live
assistance is required, customers must exit the mobile application and
call the contact center number provided from the app. As a result,
customers are forced to wait on hold, re-authenticate, traverse again
through complex phone menus, and repeat the nature of their
transaction when connected to customer service.
As the smart phone and mobile applications become increasingly
powerful customer touch points, every company is struggling to drive
customer engagement through mobile devices. In fact, many downloaded
mobile customer care applications remain underutilized or abandoned by
consumers: one in four mobile apps are abandoned with less than 10
percent actively utilized.
Effective mobile customer care requires a seamless transition between
self-service applications and live assistance. It also requires
companies to raise the bar on personalization, delivering a customer
experience that is increasingly dictated by the customer - when they
want service, where, and over what channel.
By 2016, 37% of inbound customer service calls in North America will
be made from smart phones, representing a significant shift in how
customers will engage with enterprises. In addition, over 20% of smart
phone customers (in developed countries) prefer to use smart phone
applications to communicate with organizations in financial services,
travel and communications. Finally, over 80% of smart phone customers
(in developed countries) prefer phone calls with a customer service
representative over obtaining assistance through any other channel.
(Source (News - Alert): OVUM Research)
New Offering: Genesys Mobile Engagement
Extending the Genesys Customer Interaction Management (CIM) platform,
Genesys Mobile Engagement brings business rules, context, conversation
history, and reporting to mobile customer service interactions. This
first release of the solution brings the following four capabilities to
Live Connect: Through a "smart button"
within the mobile app, customers can request the assistance of a live
agent via voice, chat, SMS or even video. Context, history and
customer information is shared between the mobile device and
enterprise customer service, connecting the ideal customer service
resource and empowering them with a 360-degree view of the customer
and current interaction.
Locate Me: Location and GPS provides the
customer's location to make immediate customer service decisions.
Where are you currently located within the airport, and where is the
nearest gate of a connecting flight? Where is the closest bank branch
to receive a replacement ATM card? Where did the automobile accident
occur to immediately dispatch a claims adjustor?
Snooze Me: Customers control when they
want to engage with a company and can schedule - at their convenience
- when they should be contacted as part of their mobile customer
service and application experience.
Alert Me: Proactively notifies the
customer of the relevant service updates within the mobile application
by SMS or automated voice call.
"Today, there are billions of smart phones with millions of mobile
applications - but they are totally disconnected from the world's 6
million customer service agents. With Genesys Mobile Engagement, we're
creating new conversations between today's mobile applications and
customer service," said Paul Segre (News - Alert), President and CEO of Genesys. "With
a press of a button on a mobile device, customers will now seamlessly
transition from a mobile app to 'live' support- without repeating your
mobile transaction, problem, or specific location. Genesys Mobile
Engagement redefines the mobile customer experience on any iPhone,
Android (News - Alert), Blackberry, or Windows smart phone."
"American Airlines shares the Genesys vision of transforming today's
transactional apps into conversational mobile apps," said Phil Easter,
Director of Mobile Apps at American Airlines. "In 2012, American
Airlines will be launching new mobile innovations based upon this vision
and Genesys Mobile Engagement to enhance the travel experience for our
"The rise of smart devices and the incessant focus on customer loyalty
has created the proverbial 'perfect storm' for enterprises that want to
reinvent the customer experience around smart phones and tablets," said
Daniel Hong, Lead Analyst of Customer Experience and Interaction at
Ovum (News - Alert). "This moves the contact center into a strategic position within
the customer experience lifecycle and introduces a new area of
differentiation for enterprises today. Genesys is the first major vendor
- with a strong heritage in contact centers - to formally productize a
mobile care solution that adds context to customer interactions on smart
phones - helping improve the customer experience on multiple levels and
To learn more about Genesys Mobile Engagement and view demos, data
sheets, and white papers, visit:
Genesys is the world's leading provider of customer service and contact
center software and services - with a 100% focus on customer experience.
With more than 2,000 customers in 80 countries, Genesys is uniquely
positioned to help companies bring their people, insights and customer
channels together to drive today's new customer conversation. Genesys
software directs more than 100 million interactions every day from the
contact center to the back office, helping companies deliver fast,
simple service and a highly personalized cross-channel customer
experience. Genesys software also optimizes processes and the
performance of customer-facing employees across the enterprise.
Genesys and the Genesys logo are registered trademarks of Genesys
Telecommunications Laboratories, Inc. All other company names and logos
may be registered trademarks or trademarks of their respective companies
and are hereby recognized.
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