Modules

G-Cloud Modules 

G-Cloud is packaged into modules so that you can start with functionality that suits your immediate business requirements, with the flexibility to add more functionality and scale up or down depending on your changing business need or seasonal requirements. Backed up by comprehensive training packages and hands on operational support from ProtoCall One, the premier Genesys consultants, this fully managed service gives you the assurance and peace of mind to focus on managing your customers.

Choosing the right package for your needs

G-Cloud is available in the following modules: 

• Inbound Voice Operations - this is the base service which uses SIP telephony to provide powerful Genesys inbound call routing, real-time reporting and historical reporting together with call recording for quality and monitoring purposes
• Multi-channel Contact - adds Genesys email routing, web chat and SMS to the base inbound voice service, saving you money by just licensing your multi-channel use for the proportion of the contact centre agents that handle these media types
• Workforce Optimisation - adds Genesys WFM to the base inbound voice service giving you the ability to manage the scheduling, forecasting and adherence of your contact centre staff - wherever they are located
• Blended Outbound - adds preview and predictive dialling functions to the base inbound voice service

And that's not all. Whichever module you choose, G-Cloud provides access to the full range of Genesys features and functionality that will allow you to take full advantage of the capabilities of the Customer Interaction Management (CIM) platform including:

• Intelligent Workflow Distribution for the back office
• Integration with CRM for screen pop and contact management
• Social Media response
• Voice Self Service

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