Genesys Adds Knowledge Management to eServices Suite
Updated · Apr 15, 2010
A formal OEM agreement will see Genesys offer InQuira’s knowledge platform as an integrated application in the company’s eServices suite. As mentioned in this Market Wire news release, built on the new Genesys G8 platform, ‘Genesys Knowledge Management Powered by InQuira’ integrates customer interactions across channels — spanning voice, web, email, chat, SMS or the IVR system — enabling companies to deliver a consistent experience whenever a customer interacts with a company.
“The combined eServices solution incorporates the Genesys Customer Interaction Management Platform to ensure that any interaction is prioritized and assigned to the resource best equipped to address a customer’s issue. It also leverages InQuira’s natural language processing and intelligently pulls the most relevant information from wherever it is stored to quickly resolve customer inquiries regardless of the channel.”