• April 18, 2012

Genesys Links Mobile Apps with Customer Service Agents

Genesys today launched a mobile customer care solution that provides smartphone users instant access to agents in the contact center and beyond, all at the press of a button within companies' branded mobile applications.

Genesys Mobile Engagement enables businesses to empower customers who need live support to 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.

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 market:

  • 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 resources 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 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 smartphones 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, president and CEO of Genesys, in a statement. "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, BlackBerry, or Windows smartphone."

American Airlines is the first company to deploy the mobile solution. IT "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 customers."

"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 smartphones and tablets," said Daniel Hong, lead analyst of customer experience and interaction at Ovum. "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 smartphones, helping improve the customer experience on multiple levels and channels."

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