Alcatel Genesys 8 Product Availability Announcement

1. Product Availability
The Agent Desktop team is pleased to announce Product Availability of Interaction
Workspace 8.1.1 effective today, July 29, 2011. Version 8.1.1 is the default shipping version.
Interaction Workspace is under PM shipping control. Product Management approval is
required.
2. Product Positioning and Information
Engaged representatives result in engaged customers. Interaction Workspace, an agent
desktop, brings a new user experience to Genesys 8. Interaction Workspace is a role-based,
modular, and fully extensible smart client application providing users blended conversation
experience. This application is targeted for contact center agents, back-office experts, and
branch office representatives.
The 8.1.1 release of Interaction Workspace includes the following new features (see Features
and Benefits document for cumulative list of all features to date):
Outbound Contact
o
Outbound Campaign calling using Preview (pull and push), Predictive,
Progressive, and Matrix (ASM) mode.
o
Preview modes allow agent to reject calls with specific business reason.
o
Personal and public callback rescheduling
o
Do-Not-Call
o
Configurable outbound record data update
o
Negotiated logout to prevent drop calls
SMS:
o
Supports both page (single message) and session (similar to chat) modes.
o
Transfer
o
Messages exchanged transcript
o
Click to dial and email
Interaction Bar
o
Enhancement to the Interaction Workspace main view showing interaction(s)
currently in progress.
Interaction bar allows users to control the interaction without having to 'bring to
o
top' the interaction window.
Standard Response Library
o
Suggested responses
Spell Checking
o
Corporate dictionary support
Case Information
o
Configurable case data update with UI support various data format
Customer Context Notification
o
Existing in-progress interaction in queue
Team Communicator
o
Agent state based on capacity rule for eService medias
Multimedia Conversation Blending Enhancements
o
Voice to/from SMS
o
eMail to/from SMS
Product Availability Announcement
8.1.1 Interaction Workspace
July 29, 2011