The features of Genesys key modules combine to form a total contact centre solution. Features include:
Genesys Customer Interaction Management Platform
The Genesys Customer Interaction Management Platform is the core of the Genesys suite and the next evolution in managing inbound and outbound customer interactions processes.
This single platform centralises the creation, administration and management of the interaction process; reports all interactions and activities at both the network and premise levels; and integrates with the broad range of contact centre infrastructure. Interactions can be routed across single or multiple sites to the most qualified resource available.
Voice, email and chat, as well as any third-party media or activities such as non-Genesys email, work items, e-learning training segments, can be funnelled through the Genesys platform.
Customer Interaction Management Platform
The Genesys Customer Interaction Management (CIM) Platform processes, manages, routes, and reports the entire interaction life cycle process of any media or activity in any contact centre environment, simplifying the complexity of customer interaction management.
Inbound Voice
Genesys Inbound Voice manages all incoming calls and delivers the caller to the right agent with the right information, regardless of location and across any contact centre infrastructure. Inbound Voice also includes a Voice Callback Option that allows the call centre to offer customer-friendly call backs at the time of the customer’s choosing and eliminates frustration with long hold times.
Outbound Voice
Genesys Outbound Voice allows contact centres to provide additional levels of customer service by creating, modifying, running and reporting on outbound service campaigns using comprehensive predictive software dialler technology. It supports both preview and predictive dialling modes and integrates with Inbound Voice to allow for call blending.
Email
Genesys Email allows contact centre agents to respond to customer email enquiries with the same personalised service as traditional voice interactions. It adds artificial intelligence capabilities to examine emails, determine likely responses and provide suggested or auto-responses to email.
Genesys Workforce Management
Genesys Workforce Management provides the analytical tools to forecast workload, schedule staff in flexible ways and monitor adherence to the plan. All this can be achieved within a single centre or across a distributed collection of centres and encompassing workloads ranging from voice-only call centres to sophisticated multi-channel contact centres with many types of work activities.
Genesys Voice Platform
Genesys Voice Platform is an advanced IVR product that brings internet technologies to the world of voice, enabling a new breed of voice self-service applications. Genesys Voice Platform removes the constraints of costly legacy IVR systems and offers standards-based development, flexible deployment options, simplified integration and improved time to market for speech-directed voice applications. With Genesys Voice Platform, Genesys redefines how contact centres operate and the way companies interact with customers.
Genesys Agent Desktop
The Genesys Agent Desktop is an intuitive, agent friendly desktop designed from the ground up for multimedia communications. It improves the efficiency of agents and facilitates contact centre management.
Genesys reporting
Genesys provides real time and historical reporting. NEC can also develop customised reporting applications. With InfoMart, contact centre reports, agent performance and business results can all be linked into a unified management report.