Software provides web-based contact center solution.
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Press Release Summary:
Suited for inbound, outbound, and blended multi-channel contact centers, Customer1 v2.3 consolidates customer interaction and experience management as well as contact center performance management in one web-based platform. Agent Dashboard real-time intelligence tool provides performance management and metrics, while Administrative Interface lets users manage scripting, knowledge base content, dispositions, workflows, queues, and service levels.
Original Press Release:
Genticity Releases Customer1 Version 2.3 with Performance Management and Enhanced Administrative Capabilities
Charlottetown, PE - Dec 13, 2004 - Genticity, Inc has released V2.3 of Customer1, its award winning Contact Center Interaction Management Solution. Customer1 the web-based tool for the inbound, outbound and blended multi-channel contact center has expanded its functionality and capability to improve the performance of contact centers by providing better information to Agents, Supervisors and the Enterprise. Customer1 version 2.3 consolidates the power of Customer Interaction Management, Customer Experience Management, and Contact Center Performance Management within a web-based platform.
New features include an Agent Dashboard, a real time intelligence tool that provides agent performance management and metrics for immediate feedback and reporting designed to improve performance measured against Key Performance Indicators (KPI's). The new and enhanced Administrative Interface provides powerful functionality and control to the Contact Center to manage scripting, knowledge base content, dispositions, people, reporting, workflows, queues, service levels and to improve the delivery of personalized service to individual customers.
"Customer1 version 2.3 extends the functionality of our award-winning platform to provide performance management and improved control at the workgroup level. Call workflow, scripts, surveys, knowledge base, analytics and reports can be easily configured to meet the unique needs of your organization. It enables your contact center to quickly and easily provide specialized customer service for multiple clients." says Paul Bertin, CEO of Genticity.
Customer1 is a browser-based, highly flexible and easy-to-use application that consolidates the agent desktop, reduces call-handling times, supports cross selling and up selling for increased profitability and provides real-time and proactive analytics. Building upon the features that won Best New Product for the Contact Center in 2004, Customer1 V2.3 delivers even greater flexibility, functionality and performance.
Customer1 V2.3 is deployed in production at CSD, an outsourced Contact Center with 11 locations across the US. Winner of the ACCE 2004 Best Contact Center, CSD provides a wide range of outsourced contact center services to a diverse group of clients including manufacturing, telecommunications, technology and medical. Jim Skjeveland, Senior Vice President of Contact Centers for CSD says, "Migrating to Customer1 Version 2.3 has brought tremendous benefit to our Contact Centers. We can provide better support with a higher level of personalized service for our customers on a web-based platform that can scale and grow with us."
Customer1 Version 2.3 is now available and being implemented in production environments across North America. To learn more about Customer1 V2.3 go to www.customer1.com or email us at contactus@customer1.com
About Genticity Inc. - Genticity is a leader in providing Customer Interaction Management (CIM) solutions. Through the deployment of Customer1, an innovative CIM software solution that has been "Designed by Experience" for the inbound, outbound and blended contact center industry, organizations are able to revolutionize their ability to improve efficiencies, empower agents, and reduce operating expenses while providing superior levels of customer service and intimacy. Quick to deploy and easy to use and maintain, Customer1 takes advantage of existing operating environments and provides a low total cost of ownership. To learn more about Genticity and Customer1, please visit www.customer1.com or contact Sales toll-free at (866) 55-CUST1 (552-8781), or (905) 315-9821.
About CSD - CSD (also known as Communication Service for the Deaf, Inc.) was established in 1975, primarily to provide sign language interpreting services to deaf and hard of hearing adults in South Dakota. Today, CSD employs approximately 3,000 individuals in offices across the nation, providing a broad continuum of social and human services programs, as well as telecommunications relay services. CSD is a private nonprofit agency dedicated to providing quality services; ensuring public accessibility; and increasing awareness of issues affecting the deaf, hard of hearing and individuals with speech disabilities. For more information, please visit www.c-s-d.org
CSD provides services to various customers through their contact center services. For more information please visit their contact center website csdcontactcenter.com
