XO Leverages Genesys Customer Interaction Management Software, Creating
Demand Voice Self-Service for Financial Services, Insurance, Banking,
Healthcare, Pharma and Utilities
SAN DIEGO, April 24 /CNW/ -- Two of the leading providers of customer
service software and managed services have unveiled new, on-demand proactive
communication solutions designed for vertical markets, including financial
service, banking, healthcare, pharmacy, utilities and insurance markets.
At G-Force, North America's largest annual meeting of Genesys customers
and partners, XO Interactive, a leading provider of Enterprise Voice Managed
Services and a subsidiary of XO Communications, and Genesys Telecommunications
Laboratories, Inc., an Alcatel-Lucent company (Euronext Paris and NYSE: ALU),
demonstrated how on-demand communication solutions can help businesses be more
proactive in addressing customer service and support issues.
Proactive contact is the use of outbound contact technology to anticipate
customer needs and provide notification using any of several communication
channels, including telephone, SMS, instant messaging, voice messages and
paging. Key industry analysts are pointing to proactive contact as a new
opportunity to improve customer loyalty and satisfaction(1).
In fact, a surprisingly large number of customers appreciate proactive
communication and can become more loyal if it is used effectively. A global
survey of 4,300 consumers released this week by Genesys found that 89 percent
of consumers feel that proactive communications from companies by phone or by
text can be a positive experience.
As an example, 87 percent of consumers indicated having a more positive
opinion of a supplier after receiving a courtesy call to thank them for their
business or to ask about their satisfaction. When used effectively, this type
of proactive communication can build customer relationships. Some types of
proactive communication are also less intrusive than live agent calls, such as
voice or text messages, so it's important to match the communication to the
For businesses, proactive communication can also help increase average
revenue per customer, reduce the cost of customer service and improve customer
A wide variety of industries can leverage proactive communications. For
example, retail pharmacies can reduce inbound order status calls and the cost
of return-to-stock by using automated "will call" to notify customers of
prescription status and availability.
Insurance companies find that policy renewals increase with frequent
communications leading up to the renewal event, and the number of products
sold per customer increases.
Retailers already know that proactive communication with their most loyal
customers can increase this segment's spending. Not only can retailers
generate additional revenue but, they can provide information on order status
while confirming information (e.g. shipping) to ensure the highest levels of
On-demand proactive communication solutions for vertical markets were
demonstrated in both the G-Force exhibit hall and during key breakout
sessions. On-demand services are part of the XO Enterprise Voice Managed
Services suite, and leverage the Genesys voice self-service platform to
provide companies with the flexibility to proactively contact customers with
both simple notifications and speech-enabled transactional communications.
XO Interactive on-demand services also enable companies to use the
Genesys platform to quickly and easily deliver voice messages to customers via
an automated system, with content customized for these specific vertical
On Wednesday, April 25, at 8:30 a.m. at G-Force, XO Interactive will host
a one-hour session titled, "Touch Your Customers As Never Before." During this
time, presenters will cover the value proposition, supporting industry
examples and a success story of a customer's communication innovation that
drove additional revenue.
About XO Interactive
XO Interactive, a subsidiary of XO Holdings, Inc. (OTCBB: XOHO.OB),
provides managed services to every industry and spans enterprise and medium
business markets. As one of the nation's largest providers of voice self-
service, XO Interactive delivers solutions of unparalleled scalability, at the
highest quality and with carrier grade reliability from its geo-redundant data
centers to some of the largest organizations of the Global 1000.
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 transferred to Thales]. For more information,
visit Alcatel-Lucent on the Internet: http://www.alcatel-lucent.com
(1) Gartner subscribers can reference research report #G00133594.
For further information:
For further information: David Radoff of Genesys, +1-650-466-1078, or
email@example.com Web Site: http://www.genesyslab.com