LOS ANGELES-Genesys Telecommunications Laboratories Inc., a provider of infrastructure-independent contact center solutions, plans to extend its customer interaction capabilities to mobile users and is currently conducting pilot projects with three European customers to offer online support using Internet-enabled wireless devices.
Scandinavia-based Leonia Bank, MeritaNordbanken and Sonera are conducting pilot projects to evaluate Genesys’ wireless capabilities, which will include the ability for mobile users to request an agent-to-customer “call-back” from their Web browser.
“With limited browser capabilities, mobile devices introduce new challenges in providing a positive online experience, which is critical to ensuring long-term customer loyalty,” explained Roger Solin, senior director of wireless solutions and market development for Genesys. “By extending customer care directly to mobile users, businesses can help ensure the success of their mobile online services.”
