SOURCE: Genesys Telecommunications Laboratories, Inc., an Alcatel-Lucent company

Genesys Telecommunications Laboratories, Inc., an Alcatel-Lucent company

September 22, 2009 04:00 ET

Genesys Creates Integrated Solution That Seamlessly Addresses Competency Gaps and Builds Training Plans to Improve Customer Service

Genesys Adds New Workforce Management Modules That Integrate Targeted Training Directly Into Master Schedules

BIRMINGHAM, UK--(Marketwire - September 22, 2009) - CCEXPO -- Genesys Telecommunications Laboratories, Inc., an Alcatel-Lucent company (Euronext Paris: ALU) (NYSE: ALU), announced today the extension of Genesys Workforce Management (WFM) with two new modules that identify gaps in agent competency and then automatically build training plans designed to improve agent skills and close those gaps. Together these modules -- called 'Genesys Skills Assessor' and 'Genesys Training Manager' -- identify exact agent training needs and build training schedules that consider service level impact. Previously, no workforce management suite incorporated such automated capabilities. As a result, the Genesys WFM suite improves employee performance and enables businesses to increase customer satisfaction, agent engagement and overall business results.

"The ability to enhance agent performance through the automated need detection and scheduling of targeted training in a timely and efficient manner is a valuable capability that is seldomly deployed," said Jim Davies, Research Director, Gartner Group. "The effective integration of traditionally siloed contact center functions such as training, scheduling and performance management is an essential requirement for contact center workforce optimization."

"This is a significant step forward for the WFM market," said Merijn te Booij, Vice President Product Management and Strategy, Genesys. "Based on customer input, we identified training as a key capability, licensed the technology from our partner Silver Lining and incorporated it within these two new modules."

How It Works

Genesys Skills Assessor -- provides a range of online skills assessment, Quality Management and observational feedback tools, to identify and optimize the skills affecting agent performance, by:

--  Combining objective and subjective 360 degree assessment results with
    staff performance data from Genesys, Customer Relationship Management, HR
    and legacy quality management systems to identify individual staff skill
    levels and exact training needs -- or their 'skills DNA.'
--  Providing the Genesys Configuration Management Environment call
    routing database with up-to-date, highly accurate agent skill level
    information -- supporting virtualisation and skills-based routing

Genesys Training Manager -- allows contact centres to automatically build, schedule and manage multiple agent training plans in Genesys Workforce Management, and:

--  Automatically builds customised training plans that take into account
    agent needs, service level impact, and agent, trainer and classroom
--  Provides agents, trainers, team leaders and training teams with an
    online view of the training scheduled in Workforce Management -- trainers
    can also register who attended training, while missing agents can be
    automatically re-scheduled in WFM.
--  Allows links to Learning Management Systems, to push eLearning courses
    to agents at scheduled times.

General Availability

Genesys Training Manager is available immediately and Genesys Skills Assessor will be available within the next 60 days.

About Genesys Workforce Management

Genesys Workforce Management ( enables users to forecast, schedule and track workforce performance in multi-site and multi-channel environments. It includes intra-day management, real-time adherence and an API for integrating third-party applications, such as human resources, payroll or performance management. It handles inbound and outbound calls, email, chat/IM, as well as back-office tasks and work items. Genesys WFM release 7.6.1 capabilities include:

--  Profile Scheduling -- allows users to easily and accurately optimize
    profile schedules.
--  Agent-initiated exceptions -- enables agents to enter exceptions into
    their calendars and optionally have them inserted into the Master Schedule.
--  Report Scheduling -- automatically schedules and generates WFM
    reports, and stores them in a new report repository.  This offers the
    flexibility to schedule the generation of reports overnight, or any other
    time so the reports are ready to view and analyze in a timely manner.
    Optionally, users can create distribution lists when a report is scheduled.

About Silver Lining Solutions Limited

Silver Lining Solutions has been providing skills management solutions for contact centres since 2001. Based in Rugby, England the company has developed a skills and training management solution called Skills Manager which is used by some of the UK's leading companies -- including Jupiter Asset Management, O2 and Orange. Companies use Skills Manager to assess, analyse and improve the skills of their staff in contact centres, branches and offices -- reducing training time and costs whilst improving skills, performance and operational efficiency. For more information, go to:

About Genesys Telecommunications Laboratories, Inc.

Genesys, part of Alcatel-Lucent's Applications Software Group, is the leading provider of software to manage customer interactions over the phone, Web and mobile devices. The Genesys software suite connects customers with the right resources -- self-service, assisted-service and proactive outreach -- 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 dynamically engage with their customers. As a result, Genesys stops customer frustration, drives efficiency and accelerates business innovation. For more information, go to

About Alcatel-Lucent

Alcatel-Lucent (Euronext Paris: ALU) (NYSE: ALU) is the trusted partner of service providers, enterprises and governments worldwide, providing solutions to deliver voice, data and video communication services to end-users. A leader in fixed, mobile and converged broadband networking, IP technologies, applications and services, Alcatel-Lucent leverages the unrivalled technical and scientific expertise of Bell Labs, one of the largest innovation powerhouses in the communications industry. With operations in more than 130 countries and the most experienced global services organization in the industry, Alcatel-Lucent is a local partner with a global reach. Alcatel-Lucent achieved revenues of Euro 16.98 billion in 2008 and is incorporated in France, with executive offices located in Paris. For more information, visit Alcatel-Lucent on the Internet:

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