IBM Awarded with Genesys Gold Certification
SAN FRANCISCO - IBM has earned the Genesys Gold Certification in Europe for the full Genesys software suite. IBM was awarded this certification for the company's commitment to quality service delivery and customer satisfaction.
Genesys launched the certification program in 2005 to meet the needs of its growing customer community by enhancing Genesys skills available through partners. The program provides a framework for partners to manage Genesys competency and be recognized for technical expertise and record of customer service.
Genesys and IBM joint solutions integrate interaction management and enterprise routing with natural language self-service to expand access options including Web, e-mail, and text, and enable proactive outbound contact for alerts and confirmations.
In addition, Genesys and IBM have collaborated to integrate the Genesys 7.2 Customer Interaction Management (CIM) platform with IBM voice, middleware, and technology platforms.
"With the help of IBM, Bank Hapoalim has gained a 70 percent increase in productivity in the areas of product specialty," said Gideon Makleff, senior vice president of Call Centre, Bank Hapoalim B.M - Direct Banking. "The skill-based routing capabilities we deployed have helped to improve productivity among our teams that deliver products that require a high level of expertise. It enables us to maintain more bankers in these areas to provide a high level of service and fill their free time interacting with customers that have general banking requests."
The joint industry-specific solutions include:
- Service to Sales Transformation for Retail Banking - Service to Sales Transformation provides a contact center environment to help transform customers' inbound calls into qualified sales and retention opportunities. The solution responds to incoming data and incorporates IBM Global Business Services, IBM Websphere Voice Server, and CRM software with the Genesys platform.
- Insurance Claims Self-Service - IBM's middleware, biometric, and speech technologies are delivered via the Genesys' CIM platform with multichannel customer service and customer insight.
IBM has invested in new tools for regional customer solution centers, including:
- Natural language speech lab in Hursley, United Kingdom;
- Contact Center Optimization live demonstration in LaGaude, France, integrating Genesys with CRM;
- Service to Sales Transformation live demonstration in Barcelona, Spain, presenting integration between IBM Websphere and Genesys solutions with analytics; and
- "Day in the Life" contact center demonstrations at the Hawthorne, NY Industry Solutions Lab.