Genesys and ClickFox Improve Customer Experience With Analytics and Customer Behavior Intelligence

    Genesys to Integrate and Resell ClickFox Software to Improve Internet,
    Self-Service and Contact Center Interactions

    SAN DIEGO, April 24 /CNW/ -- Genesys Telecommunications Laboratories,
Inc., an Alcatel-Lucent company (Euronext Paris and NYSE:   ALU), and ClickFox
today announced they have integrated the Genesys 7.5 customer interaction
management suite with ClickFox's Customer Behavior Intelligence (CBI) software
and Genesys will begin reselling ClickFox software.
    In the past, most organizations could not easily track customer
interactions that started on the web and continued into other parts of
customer service, especially when customers abandoned the interaction prior to
completion. Any possible lessons or problems with a site went unnoticed. Most
customers simply started from scratch, either over the Internet or by phone,
when resuming their requests. As a result, today many customers see serious
gaps in continuity as they move between different channels of contact.
    "Customer expectations are higher today than ever before and are
continuing to rise," said Wes Hayden, president and CEO of Genesys. "Companies
with actionable data about customer behavior have a clear understanding of how
-- and where -- to make the improvements that impact customer satisfaction the
    Genesys, the world's leading software platform for customer interaction,
leverages customer information and analytics models to orchestrate and improve
business processes applied to customer service across all channels. Used by
the largest customer service organizations in the world, Genesys captures
millions of interactions each day, creating an integrated source of web, voice
self-service, and assisted-service interactions using its InfoMart and
customer logs.
    ClickFox's Customer Behavior Intelligence software takes large
interaction datasets, such as web, IVR and agent transaction logs, and creates
visual maps that enable customer service organizations to analyze and improve
the overall customer experience. Through "path analytics" and subsequent
improvements, an enterprise can reduce abandoned tasks and repetitive requests
that lead to frustration. ClickFox's path analytics approach helps reveal the
real customer experience across channels.
    When combined with the Genesys suite, ClickFox improves an organization's
understanding of what works, where customer bottlenecks occur and the best
path for improvement. The key benefit of the integration is that it simplifies
access to a complete set of customer interaction data through a single source,
helping to optimize the total customer experience.

    About ClickFox
    ClickFox is privately held with leading investors that include Cedar
Fund, Delta Ventures and Veritas Venture Partners, and is headquartered in
Atlanta, Georgia. ClickFox's unique software modeling solutions enable
businesses to translate complex customer interactions across multiple service
channels, revealing the entire customer experience. ClickFox models and
analyzes behavior in any interactive system, including:

    -- Interactive Voice Response (IVR)
    -- Speech recognition
    -- Internet/Intranet sites and web applications
    -- Kiosks
    -- CRM and enterprise applications

    ClickFox customers have realized both cost savings and performance
optimization, including:
    -- Increased transactional conversions
    -- Increased user adoption rates for web applications
    -- Reduced IVR call transfer rates to more expensive customer service
    -- Increased web self-help service fulfillment rates
    -- Enhanced customer satisfaction
    -- Reduced customer churn
    -- Less reliance on expensive enterprise interaction channels
    -- Increased click-throughs and conversions for interactive advertising
    -- Optimized brand awareness and performance

    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 or visit
the industry blog at

    About Alcatel-Lucent
    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:

For further information:

For further information: David Radoff of Genesys, +1-650-466-1078, or Web Site:

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