Genesys has released two products aimed at easing deployment of the Genesys Voice Platform by two of its user constituencies: managed service providers of Genesys applications and companies that have implemented both SAP and Genesys.
The Genesys Customer Interaction Portal for Self-Service signals a new direction for the company, according to David Radoff, spokesperson for Genesys.
It is aimed at managed service providers, he told CRM Buyer. “Any third party that is implementing an application can use it, however.”
Bumping Up Revenues
The portal allows companies to deploy and modify applications based on the Genesys Voice Platform. Essentially, Radoff explained, it means users can turn seats off and on via a browser.
It is a useful tool for hosted providers of such functionality — a rapidly growing segment of the contact center market, he said. “Providers need to have the deployment tools to match change in demand — especially as more companies move to this model.”
This functionality could also result in additional revenue for third parties hosting the application, the company suggests.
“The Genesys Customer Interaction Portal enables managed service providers to introduce new business models and provide customers with more control over their voice applications,” said Wes Hayden, president and CEO of Genesys.
“Service providers can expand their product portfolio with the Genesys Customer Interaction Portal,” he noted, “and offer innovative services to customers they hadn’t been able to reach because building customized voice applications was too complex.”
The browser-based portal, which will be available by June, was developed for Genesys by VoicInt Telecommunications in Germany.
Linking to Netweaver
Genesys has also introduced a module that integrates SAP with its Voice Platform. Another deployment play, this integration application allows companies to roll out services that touch upon both applications and business processes.
For instance, the Genesys Voice Platform integrated with SAP NetWeaver would let companies offer self-service access to benefits enrollment, expense reimbursement, claims processing and inventory management functions by phone.
Genesys cites the example of a delivery truck breakdown — a scenario in which the driver is able to call a voice self-service system — which is integrated with the order management system — and make adjustments to the schedule accordingly. The driver would not need field access to the SAP solutions.
Genesys also announced it has achieved “Powered by SAP NetWeaver” qualification for the certified integration of Genesys Voice Platform 7.0 with the SAP NetWeaver Portal component and for porting the application onto SAP NetWeaver Application Server.
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