SLA Management Solution from Digital Fuel Now Brings Enhanced Service Level Visibility to Genesys Customers

Digital Fuel demonstrates SLA management solution integrated with
Genesys Info Mart at G-Force 2006;  enhances customer value by linking
Genesys Contact Center analytics to service level agreements

Through full integration with Genesys Info Mart, Digital Fuel will demonstrate how ServiceFlow will help Genesys customers automate and optimize the management of service level agreements with internal and outsourced contact center delivery organizations.  Digital Fuel's ServiceFlow enables customers to convert service level agreements and corresponding awards and penalties into software.  Digital Fuel's integration to Genesys Info Mart will in turn enable customers to automatically manage compliance of their service level agreements with actual performance of the contact center delivery organization through data provided by Genesys Info Mart.

"Digital Fuel's ServiceFlow SLA Management integrated with Genesys Info Mart provides yet another example of how Genesys customers gain insight from the data available to them through Genesys Info Mart," said Kurt Magdanz, Director of Business Development of Genesys.  "Specifically, Genesys customers can, through a complete software solution, simply and effectively monitor, enforce, and optimize their service level agreements associated with internal and outsourced contact center delivery organizations."

Since Digital Fuel's SLA Management solution is fully integrated into Genesys Info Mart, enterprises benefit from the ability to move their service level agreements into software and deploy and enforce those agreements centrally and consistently, enabling customers to proactively manage service levels and associated service level agreements.  By enabling a more proactive approach to Service Level Management, customers become aware of service level issues before they escalate to become problems that could result in business interruptions or poor quality of service.  Moreover, Digital Fuel's integration with SAP allows integrated service level reporting across ERP components.

"The powerful combination of Digital Fuel ServiceFlow with Genesys Info Mart enables customers to improve the efficiency and effectiveness of contact center operations," said David Port, Vice President Sales of Digital Fuel.  "By increasing visibility into service level agreements across the entire customer interaction delivery process, this solution enables customers to improve the quality of service and to greatly reduce costs and risk."

About Digital Fuel

Digital Fuel is the leading provider of business service management (BSM) software solutions, helping service providers and enterprise service organizations manage the performance, financial, and regulatory aspects of IT, telecommunications, and business process services.  Digital Fuel has the largest deployments for SLA management and service cost management in the world, with thousands of concurrent users, SLAs, KPIs, metrics, cost formulas, and pricing rules.  With Digital Fuel's patented visual approach, our customers are deployed rapidly to quickly drive business value from automating the management of service offerings, agreements, service cost, and performance with their service customers and vendors.  ServiceFlow manages billions in business and IT services at companies and governments around the world such as Procter & Gamble, General Electric, Cummins, Capgemini, BT, IBM, SITA, Siemens Business Services, O2, Atos Origin, Telefonica, Transport of London, CSC and many others.  Digital Fuel is headquartered in San Mateo, California, with offices across North America and Europe.  Learn more at http://www.digitalfuel.com.