I’ve been receiving more questions lately about work force management/optimization, so I accepted an invitation to attend a Genesys analyst event yesterday in San Francisco. There were about 30 analysts in attendance (Forrester, Gartner and Frost and Sullivan were all well represented). I’ve always given Genesys, a division of Alcatel-Lucent, a lot of credit for multi-channel service capabilities (more than most telephony vendors), and they were the only telephony vendor included in my last Forrester eService Wave published in 2006 (and they did well).
My take on Genesys back in 2006 was that they had some eService capabilities (email response, Web chat, voice self-service) as good or better than the eService specialists. But, in 2006 we were in the middle of the move to IP telephony, and Genesys hadn’t decided how much they wanted to focus on applications, coming from a hardware/switch background.
In the last 2+ years, the shift toward applications has occurred, and there have been some interesting developments for those of us who are primarily interested in what happens ‘after the screen pop,’ i.e., not telephony infrastructure. Examples include: (more…)