Alcatel-Lucent has released a major update to its Genesys customer service software, bringing customer interactions into one place, and providing a single overview of all correspondence, regardless of the medium through which it came.
The company claimed that Genesys 8 now covers in-person, contact centre, web, mobile and social media interactions.
"As consumers and technology have changed the ways we communicate, customer service must maintain context and continuity, which has been a difficult challenge," said Nicolas de Kouchkovsky, chief marketing officer for enterprise applications at Alcatel-Lucent.
"With Genesys 8, customer service tools have caught up with today's customer service environment."
Genesys 8 includes a new Conversation Manager which uses contextual search to pull together "disconnected threads" that have hampered businesses across different departments, according to Alcatel-Lucent.
Individual user interfaces can be set according to enterprise roles, providing a much less cluttered view, the firm said.
Genesys 8 contains a range of modular options, including Genesys Contact Center, Genesys Intelligent Customer Front Door, which collates a customer's " intentions and needs", and Genesys eServices, which brings together web, mobile and social media channels to support customer-facing business areas.
Alcatel-Lucent said that these options will help firms reduce costs, improve customer loyalty, cut shopping cart abandonment, and enhance the overall customer experience.
Latest Tesla news: Tesla stock price tanks amid reports of 'widening probe' by SEC and claims the base Model 3 loses money
SEC 'probe' takes its toll on Tesla as new research suggests that Tesla loses $6,000 on every $35,000 Model 3
10nm Cannon Lake Core i3-8121U CPUs make a rare outing with Intel's NUC mini PC
'Notorious' Australian child hacker thought he had executed 'flawless' hack
The former employee says that Tesla fired him for bringing the accusations to management internally