Alcatel-Lucent (News - Alert) officials say that a "significantly expanded eServices" offering for customer service and sales is key to improving customer service.

As an example they point to their recent work with the Genesys (News - Alert) Knowledge Management, Genesys Web Callback and Genesys SMS. These products, built upon the new Genesys G8 platform, "enable cross channel conversations and deliver a consistent experience as customers transition across voice and non-voice channels," Alcatel-Lucent officials say.

It's pretty well-known that smooth transitions and consistent experiences are highly valued by customers. Companies in a position to deliver that do stand a tremendous advantage.

In the case of Alcatel-Lucent's Genesys eServices, the product brings what Alcatel-Lucent officials describe as a "unique combination of cross channel and Web-based customer services by integrating Genesys: E-mail, Chat, SMS, Web Self-Service, Knowledge Management, Web Collaboration and Web Callback."

In other words, whatever channel a customer uses to contact Genesys, they can be connected to the same standard experience they would have via any other channel.

The goal of Genesys here is the goal of an enterprise looking to deliver "real-time-any-time" customer service and sales that is proactive, personalized and multi-channel.

Alcatel-Lucent officials note correctly that customers increasingly rely upon the Web, mobile and growing social media channels, and that to tap this opportunity and drive growth while deflecting costs, "companies are re-tooling their eServices. As customers jump between the traditional voice channel and these many emerging non-voice channels, companies are challenged to maintain a singular conversation and consistent experience."

And we're not just talking e-mail: "Today, consumers are increasingly relying upon short message service as their primary means of communications." As such, Genesys SMS was instituted to help companies communicate with their customers through mobile devices and smart phones.

Bottom line, such cross-channel improvements should help the user reduce the cost of face-to-face and call center support channels, gain a competitive advantage in building customer loyalty, turn browsers into buyers by reducing shopping cart abandon rates, engage with customers and prospects over their preferred channels, assign business priority to any multi-channel sales or service request to improve conversion rates and service levels and offer a consistent customer experience across all channels.