Lithium Technologies, a provider of Social CRM offerings, said that it is working with Genesys from Alcatel-Lucent, to integrate its community platform and Genesys’ Customer Service Software.
The company said that the integration will extend the social networking capabilities of Genesys and deliver an improved customer experience by incorporating community as an intelligently integrated online channel, preserving continuity of service and driving contact centre efficiencies.
The integration was designed to help Lithium clients develop stronger customer relationships pairing Genesys’ expertise in customer interaction management with Lithium’s offering for building customer communities and networks.
Lithium can flag community activities that require enterprise attention and the Genesys software suite can then determine the business value and priority and assign that interaction to the suitable resource.
According to Lithium Technologies, the new offering unifies cross channel conversations and delivers a consistent experience as customers transition from the forum to voice and non-voice channels; reduces support costs over 40%; drives intelligent analytics and insights into customer behaviour; and as members respond to questions, the joint offering incorporates the most highly-rated answers into the corporate knowledge base.
Lyle Fong, CEO and co-founder of Lithium, said: By integrating our expertise in social customer relationship management with Genesys’ leadership in contact centres, we are giving our clients an opportunity to provide seamless and exceptional customer experiences and deliver an unparalleled level of integration.”
