Alcatel-Lucent OmniGenesys User manual

“Softwareand hardware
are only valuable because
they work as a system”*
*Carl Shapiro,
Harvard Business School, information Rules
Alcatel-Lucent OmniGenesys Contact Center
Transforming your business
with a new generation of customer service

Genesys Suite
Genesys Suite, the Genesys Customer
Interaction Platform, is at the core of
the solution that routes and processes
interactions across your enterprise,
connecting customers to the right
resource – the first time.
Dynamic Contact Center
The Dynamic Contact Center
orchestrates, in real-time, a variety
of Genesys capabilities to help
companies manage fluctuating
contact center variables and
conditions.
It redefines the three parameters that
drives today’s contact centers: traffic
resources and outcomes in order to
maximize quality and revenue
performance while reducing costs.
Key solution benefits
Organizations that implement the
Dynamic Contact Center can expect
to immediately reap significant
benefits within the contact center
and across the enterprise:
■Business and organizational
benefits
■Revenue and profitability
■Contact center manager benefits
■Customer benefits
■Agent benefits
Capitalize on the excellence of Genesys,
the world’s leading large call center software company
Genesys Solutions areused by
leader companies:
■10 in 10 top Telecommunications
■3in 5 top Airlines
■4in 5 top Healthcare
■5in 5 top Security and Insurance
Genesys is the world’s leading
provider of contact center
software solutions with thousand
of customers in 80 countries.
Faced with the constant pressure
to generate revenue, manage
rising traffic volume, and meet
ever-increasing customer service
expectations, contact centers
now have a prime opportunity
to embrace a breakthrough
model and vision: the Dynamic
Contact Center.

Alcatel-Lucent OmniPCX Enterprise
Communication Server
The Alcatel-Lucent OmniPCX
Enterprise is a highly scalable corporate
IPtelephony infrastructure (up to
100,000 users). Reliable, resilient,
flexible, secure, the solution can also
be integrated to NGN and IMS
networks using SIP technology.
Whatever your business, Alcatel-Lucent
offers you the best contact center
solution with features that make your
agents' work much easier to do. These
include:
■Rich-function telephony delivered
through an outstanding choice
of terminals
■99.999% reliability
■Media independence and
networking (from TDM to IP)
■Top-level security
■Outstanding manageability
Most significantly,Alcatel-Lucent
OmniPCX Enterprise also delivers
best-of-class IP capabilities:
■asingle IP network to reduce your
infrastructure costs
■move at your own pace from
traditional telephony to IP
,thereby
protecting your investment without
compromising service levels
Key solution benefits
■Feature rich IP telephony
which evolves transparently with
your scalability needs
■Deployment model flexibility - IP or
hybrid, centralized or distributed,
hosted or CPE
■Resiliency options with cost benefit
optimization
■The richest and most feature-robust
user experience with comprehensive
range of end points and network
connectivity choices – SIP, IP (soft and
hard), TDM, mobile (on and off site)
or analog
■IP application phone with
Bluetooth®,unmatched XML
support and full keyboard option
■Unmatched security with wire
speed encryption and 802.1X
authentication
Alcatel-Lucent helps companies
lead their global competitive
transformation:
■Business Transformation:
build lasting and profitable
relationships with your
customers by delivering
personalized customer service
■Services Transformation:
empower your employees to
increase their productivity and
your business’ responsiveness
■Network Transformation:
expand your enterprise outreach
by moving to an open,
intelligent, secure and converged
network
Drive your competitive transformation with Alcatel-Lucent,
the world’s most highly-awarded communication platform company
Alcatel-Lucent OmniPCX Enterprise
Communication Server:
■An installed base of more than
20 million users
■Serves 200,000 customers
worldwide in 130 countries
■References in all key industries:
Finance, Education, Energy,
Government, Healthcare, Hospitality,
Media and Transportation

■Customer centric routing
Everyinteraction must be matched with the ideal
contact center resource: the highest skilled agent, the
agent that helped them previously,"virtual" resources at
other locations.
■Business process routing
It integrates back-office workflow items such as forms,
faxes and applications into the contact center.
■Real time recommendation
Gives agents customized information that tailors
product and service recommendations to the
customer's background, history and interaction type.
■Reporting and analytics
Deliver historical and real-time insights, thus
ensuring constant optimization of operations.
■Workforce management and optimization
It predicts manpower needs and schedules agents
based upon past traffic volumes and resource
availability.
■Proactive contact management
Can be in the form of an outbound call, e-mail or SMS to
promote a product, provide valuable information, or collect
an outstanding debt.
■Integrated self service
Enables client to complete basic or complex customer
service requests without having to speak to an agent.
■Internet and multimedia integration
Enables customers to choose their preferred interaction
channel, e-mail, SMS, chat or video while at the
same time, dynamically shifting the allocation of
resources between channels.
Key solution benefits
Genesys: superior level of customer service
for your company
The Dynamic Contact Center:managing fluctuating contact center variables and conditions
The Genesys Suite:aconsistent user experience
■Consolidation and virtualization of resources
It unites various contact centers - regardless of hardware
platform and location - enabling expansion and
contraction of its resource pool to meet current traffic
demands.
■Branch, remote and expertintegration
Extends its resource pool outside of the contact center at
abranch office or within another corporate location.
Key solution benefits
■Faster issue resolution and improved service:
efficiently routes caller requests to the most qualified
resource throughout the enterprise.
■Integrated multiple communication channels:
routes interactions across voice, e-mail, chat,
web and work-items.
■Centralized creation, administration and
management of all interactions and call center
resources including real-time and historical
management reporting.
■Interoperability with a broad range of telecom
infrastructure components: premise and network-level
telecom equipment, e-mail and web servers and voice
self-service units at a single site or across multiple centers.
■Resource optimization: creates “virtual” unified
contact center to allow call load balancing within a
select region or around the world.
The Genesys platform supports both traditional
TDM and IP call center environments
Real-time orchestration

Putting together a communications solution for your
enterprise from elements offered by different vendors is
feasible. But eventually, ensuring maintenance and
support quality, equipment upgrade compatibility and
interoperability will be challenging. As you try to decide
on work-arounds you are likely to look for compromises;
the quality of your service will suffer and therefore your
business itself will suffer.
Alcatel-Lucent is unique in offering world-class solutions
through a single supply source. This means you get the
quality you require plus the guarantee of a hassle-free
future, and all at a reduced cost in terms of acquisitions,
deployment, maintenance, upgrades and support. In
addition, our special Alcatel-Lucent OmniGenesys
Contact Center package offers you the most efficient
way of implementing the powerful Genesys application
for contact centers.
This integrated solution combines two global
market leaders in a convenient one-stop bundle to
boost your competitivity and profitability.
Alcatel-Lucent OmniGenesys Contact Center is based on
the Alcatel-Lucent OmniPCX platform, which provides a
powerful application environment for advanced
enterprise communications. The platform is continually
enriched with the state-of-the-art solutions that global
companies demand: mobile telephony, unified
messaging, video/audio conferencing, and greater
ergonomy for the user. And to be cost-effective, these
solutions require a mix of digital and IP technologies.
Only Alcatel-Lucent and Genesys
can offer all this!
Genesys + Alcatel-Lucent: the winning alliance

Alcatel-Lucent
OmniPCX
Enterprise
Genesys
Suite
THE WINNING COMBINATION
Converged Technical Support
Predictable deployments avoid
the hassle of cross-compatibility issues
R&D Synergy
Superior level of integration
"The Alcatel-Lucent stamp"
Alcatel-Lucent Professional Services
Genesys certified engineering team -
"out-of-the-box" customization...
Collaboration
CCteamer, presence based routing
Video Contact Center
Partnership with leading video providers
Applications IP phones
Advanced agent workplaces
ONE-STOP VENDOR
EXTENDED INTERACTIONS
Alcatel-Lucent OmniGenesys Contact Center:
aproven solution, a predictable outcome.
Alcatel-Lucent OmniGenesys Contact Center
This breakthrough contact center solution is the intelligent
combination of the Genesys Suite and the
Alcatel-Lucent OmniPCX Enterprise, linked together
with a unique component, the RSI (Routing Service Intelligence).
The Alcatel-Lucent OmniGenesys Contact Center bundle provides
both a “One-stop Vendor” solution and unmatched benefits
in terms of integration, architecture and administration.
Savings are considerable on acquisition and integration costs.
The Alcatel-Lucent OmniGenesys Contact Center is the winning
combination that will optimize your performance.
the winning alliance
aone stop vendor combination that delivers the best of full integration
More than 500 major companies have chosen
the Alcatel-Lucent OmniGenesys Contact Center in the past 2 years
To support your competitive
transformation, Alcatel-Lucent
and Genesys provide
you with a new generation
of customer service.

CUSTOMER FRUSTRATION
“I am not sure if the new Genesys version will work on the last
Alcatel-Lucent OmniPCX Enterprise version”
“I have a technical issue and escalating turns into a ping-pong
game between all vendors”
“I have a Genesys solution, but I'm not sure the CTI link/PBX are
optimized for it”
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delivers the best of full integration
CUSTOMER SATISFACTION
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CAPABILITIES
RSI CTI link
SIP connectivity: e.g., SIP GVP with Alcatel-Lucent
OmniPCX Enterprise
Leverage full range of Alcatel-Lucent OmniPCX Enterprise
phones (latest IP Touch, DECT via RSI agents)
Genesys controls internal Alcatel-Lucent OmniPCX Enterprise
voice prompts via RSI
Leverage internal voice activity detection with Genesys
outbound module
Alcatel-Lucent OmniPCX Enterprise spatial redundancy
Advanced rerouting mechanisms
Transparent back-up for agents with OmniTouch CC distribution
RSI synchro server: bi-directional and automatic synchronization
Converged roadmap: cross compatibility versions e.g., Alcatel-
Lucent OmniPCX Enterprise SIP gateway validated for Genesys
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“I benefit from cross compatibility between versions of Genesys
and Alcatel-Lucent”
“I have one stop vendor solution.
Ibenefit from converged technical support”
“The RSI: Routing Service Intelligence provides a superior level
of integration between Genesys software and the Alcatel-Lucent
OmniPCX Enterprise”
Key solution benefits
■Superior level of integration
■Lower TCA (total cost of acquisition)
■Higher availability
■Lower TCO (total cost of ownership):
-avoid human mistakes
-faster deployment
-optimized maintenance
■Predictable outcomes
Alcatel-Lucent OmniGenesys
Contact Center,awinning alliance
for long-termcustomer satisfaction
BEFORE
AFTER

Contact Centers
4286256 - ENG - 07/ 2007- Alcatel-Lucent Enterprise - 32, avenue Kléber
92707 Colombes - France - RCS Paris B 602 033 185.
Alcatel, Lucent, Alcatel-Lucent and the Alcatel-Lucent logo, are trademarks of
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Alcatel-Lucent assumes no responsibility for the accuracy of the information presented,
which is subject to change without notice. © 2007 Alcatel-Lucent. All rights reserved.
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