Genesys Contact Centre
Do you know how to use Genesys technology
as a catalyst to develop your contact centre potential? ProtoCall One has unrivalled Genesys product knowledge and expertise, in fact we are widely recognised as one of the most experienced Genesys consultancy and support organisations globally. Our Consultants are not just Genesys specialists, they have experience of deploying and integrating Genesys solutions against a diverse range of telephony infrastructures and customer management technologies. We provide a range of operational, training and support services that will help you get the most from your technology investment, enabling you to tap into your contact centre's full potential.
The complete set of tools
The Genesys suite of contact centre tools cover the complete range of capabilities required to run the modern multi-channel enabled contact centre.
Key product components are:
Customer Interaction Management
The Genesys Customer Interaction Management (CIM) platform is the powerful, proven core of the Genesys software suite. It automatically captures, routes, manages, integrates, orchestrates, and reports on inbound and outbound customer interactions. CIM is the core product required for the design, configuration, and administration of interaction workflows, operation queues, universal contact data, real-time routing, and reporting across all channels and locations. It manages core contact routing, from basic to highly sophisticated, including screen-pop, data-driven routing, agent profile/skills-based routing, last agent/relationship-based routing, cost-based routing, service-level routing, and workforce routing.
An integrated Genesys Composer provides a unified development tool for end-to-end call flow, self-service, and routing strategy design for all channels via a drag-and-drop graphical user interface. Real-time and historical reporting provides pre-defined customisable reports on agent, business, and interaction life-cycle statistics. For mission critical environments, the High Availability option configures software with multiple instances to run as primary and backup processes, and leverages industry-standard SNMP and hardware redundancy capabilities.
Intelligent Workload Distribution
Genesys intelligent Workload Distribution (iWD) integrates a contact centre’s resources, capabilities, and internal business processes to ensure the right resources proactively receive the highest value tasks at the right time, regardless of location or media type. It dynamically manages and distributes tasks based on their business value to a consolidated pool of available resources across the entire organisation ― front office, back office, home, remote, branch, offshore, or outsourced. It does this by first creating a global task list sorted by business value, then it prioritises and distributes these tasks to the most appropriate resource.
- Capture - iWD captures tasks from a broad range of work sources in the enterprise. All captured tasks are automatically associated to a business context configured in iWD, independent of the channel, media, or system from which the task was captured.
- Calculate - iWD uses business rules configured by users to calculate the business value of a customer request. iWD then prioritises the list of tasks, based on the service level objectives and rules defined these users. As information related to a task can change, iWD’s centralised service delivery management system proactively re-assesses a task’s value throughout its lifecycle, and updates tasks already submitted for distribution.
- Distribute - iWD’s centralised service delivery management system assigns tasks to various distribution points, or locations, for completion. This allows the enterprise to route lower-value tasks to a lower-cost region or a third-party business process outsourcer, or to tailor work distribution to branch offices or back-office workers during peaks.
eServices
eServices overcomes the traditional silo approach of managing separate voice, email, web and social media channels by enabling cross-channel conversations that deliver a consistent experience as customers transition between channels. eServices provides the ability to intelligently integrate all communications into a single flow that uses the same business logic to route interactions to the right agent together with complete customer information. It also allows you to reach out to customers via online messages, rich-media channels, and proactive chat sessions that can enable you to turn web visitors into buyers.
eServices provides agents with the information they need to quickly solve the customer's inquiry on first contact which in turn increases customer satisfaction through a consistently satisfying Customer Experience across all channels.
Genesys Agent Desktop
Genesys Agent Desktop (GAD) provides tools and information access that allow agents and knowledge workers to be more efficient and deliver better customer service. It provides ready access to customer data and response information. Agent Scripting makes it easy for all contact centre staff to follow a consistent call flow where changes to the scripts can be made easily using the development tools.
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