The first mobile contact center using Genesys & Lekane

Rob Winder, VP Technology Strategy at Genesys, wrote about us in his blog .

The first mobile CC using Genesys & Lekane

February 5, 2007

I’ve been working with a new company called Lekane for the past 12 months. A group of smart people in Finland, plus the brains behind the operation: a British guy, got together to develop a mobile client for Genesys.

Using this client on a mobile device remote workers can now become part of the contact center receiving both inbound interactions from Genesys along with the data that accompanies the call. Remote agents using this solution have the ability to preview on their mobile phone who is calling and why before choosing to accept the call. Once the call is complete any new data attached at the mobile device can be sent back to Genesys reporting for further business analysis.

There has already been great interest in this application and a first customer has been piloting the solution. A mobile phone network provider has equipped the network operators that maintain the 2G & 3G networks with this solution. They are on the move, constantly visiting operations and ensuring the network is running, they also provide technical support to field maintenance staff. Until this point, being mobile and answering the support calls has been an exercise in juggling between running the network and sitting at the desk.

Now they can be available for support calls while they do their “real” job of running the network. Less stress for them and better support availability for their customers.

At a recent training event the users of the system gate these fantastic quotes:

“Finally we have the tools that let us do our job with minimal hassle”
“Customers are going to get SO much better service now”

Of course, once people start using a new system there are plenty of suggestions with group managers wanting information from CC Pulse on a mobile device!

During the training with the users an actual production call request overflowed to our training queue, making this call the first production mobile contact center call. Apparently the expression on the guy’s face who answered the call should’ve been captured for history! It’s a pity someone didn’t think to take a photo with their camera phone.

There have been many people involved in this from Genesys and Lekane, this team together has created a unique and very interesting solution. Congratulations to the team!