Improving the Customer Experience Takes Center Stage at Annual Contact
SAN FRANCISCO, April 18 /CNW/ -- Genesys Telecommunications Laboratories,
Inc., Alcatel-Lucent's (Euronext Paris and NYSE: ALU) flagship subsidiary for
enterprise customer service software, today highlighted key details for the
first of its four annual user conferences, G-Force San Diego 2007, to be held
April 23-25, 2007, at the Sheraton San Diego Hotel & Marina.
Attended by more than 1,300 customer service executives, G-Force is the
premier learning and networking event for CEOs, contact center managers, IT
professionals and customer service and business executives looking to achieve
an optimal balance of customer traffic, internal resources and business
outcomes within the contact center.
The 2007 conference will focus on improving the overall customer
experience by creating a Dynamic Contact Center (DCC), general sessions and
panels on communications strategy and case studies from leading companies that
have implemented open platform contact center solutions. Attendees will learn
how a DCC can elevate customer service to a strategic business asset and
increase overall customer loyalty and drive business value, while supporting
proactive content and a customer-driven experience.
"This year, Genesys is challenging the customer service industry to
focus, reach, explore, discover and achieve -- to go beyond the traditional
contact center operations and legacy systems of the past," said Wes Hayden,
president and CEO of Genesys. "Customers are demanding more engaging,
proactive and customer-driven customer service experiences and G-Force is the
ultimate event at which to learn more about implementing a dynamic contact
center to improve each and every customer interaction."
Sessions will be led by Genesys experts, partners, customers and speakers
from some of the world's leading companies. Four-time winner of the America's
Cup, Dennis Conner, is the keynote speaker and will give "no excuse to lose"
tips for success from his own remarkable sailing record.
During the conference, the G-Force Partner Pavilion will serve as a
gathering place for more than 50 industry leaders. G-Force Partner Pavilion
attendees will have an opportunity to evaluate the industry's broadest
collection of open, platform-independent contact center solutions and
-- Hear about how your organization can take steps toward implementing a
-- Determine how to integrate the Internet and IP tecnhologies to improve
the overall customer experience;
-- Learn how to elevate customer service by proactively reaching out to
customers via scheduled callbacks, "satisfaction check-in" calls and
other methods to engage with customers;
-- Learn how to transform customers into loyal "net promoters" by allowing
customers to define how your company treats them;
-- Evaluate the latest solutions from Genesys and its partners in the
Partner Pavilion; and
-- Choose from more than 40 break-out sessions and attend free technical
sessions and certification exams, culminating in an optional Education
Day on Thursday, April 26.
The Genesys Customer Innovation Awards Ceremony will take place on
Tuesday, April 24 to recognize the most innovative Genesys customers for their
DCC implementations and commitment to improving customer service.
The other Genesys G-Force events are as follows:
-- G-Force London, June 4 - 6, 2007, Hilton London Metropole, London;
-- G-Force Japan, June 14, 2007, Cerulean Tower Tokyu Hotel, Tokyo; and
-- G-Force APAC, August 14 - 16, 2007, Melbourne Crown Casino, Melbourne.
For more information on Genesys and G-Force, go to www.genesyslab.com. To
register for G-Force San Diego, please visit
About Genesys Telecommunications Laboratories, Inc.
Genesys, an Alcatel-Lucent company, is the only company that focuses 100%
on software to manage customer interactions over the phone, web and in e-mail.
The Genesys software suite dynamically connects customers with the right
resources -- self-service or assisted-service -- 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 improve the overall customer experience. As a result,
Genesys helps stop customer frustration, drive efficiency, and accelerate
business innovation. For more information, go to www.genesyslab.com or visit
the industry blog at www.betterinteractions.com.
Alcatel-Lucent (Euronext Paris and NYSE: ALU) provides solutions that
enable service providers, enterprises and governments worldwide, to deliver
voice, data and video communication services to end-users. As a leader in
fixed, mobile and converged broadband networking, IP technologies,
applications, and services, Alcatel-Lucent offers the end-to-end solutions
that enable compelling communications services for people at home, at work and
on the move. With operations in more than 130 countries, Alcatel-Lucent is a
local partner with global reach. The company has the most experienced global
services team in the industry, and one of the largest research, technology and
innovation organizations in the telecommunications industry. Alcatel-Lucent
achieved adjusted proforma revenues of Euro 18.3 billion in 2006 and is
incorporated in France, with executive offices located in Paris. [All figures
exclude impact of activities to be transferred to Thales]. For more
information, visit Alcatel-Lucent on the Internet:
For further information:
For further information: David Radoff of Genesys, +1-650-466-1078, or
email@example.com Web Site: http://www.genesyslab.com/