High-Value Software Enhancements for Genesys
Aria has developed an iView agent desktop and the Genesys Gplus Adapter for IEX TotalView and the Gplus Adapter for Aspect eWFM.
We are committed to developing the highest quality software products that are reliable, scalable, flexible and affordable. Our company is proud to have been awarded Developer of the Year by Genesys.
Agent Desktop
Aria’s iView agent desktop software product is a fully featured multi-media soft phone that can be tailored to each contact center’s unique needs.
 Download iView Brochure
Highlights include:
- Supports phone calls, email, chat, outbound and manual mode (for store walk-ups or back-office use)
- Integration into back end IT applications, such as CRM and legacy systems
- Tight integration through Genesys SDK’s
- Not-ready codes, call-reason codes and custom fields (e.g. first call resolution)
- Detailed and summary reporting on call types
- Not ready status by agent, group and department
- Detailed history for all supported media types
- Allows for display characteristics to be tailored by agent
Genesys Integration with IEX and Aspect Workforce Management
Aria has developed two products that provide Genesys integration with IEX and Aspect Workforce Management Systems. They are available through Genesys as the Gplus Adapter for IEX TotalView and the Gplus Adapter for Aspect eWFM.
The products offer a reliable, scalable and accurate solution for ensuring that the workforce team gets the data it needs to operate as efficiently as possible. Given that two thirds or more of a contact center’s costs are related to agents, this software provides a vital link between Genesys and an IEX or Aspect workforce management system.
Highlights include:
- Historical Data - summarized activity by call type, skill and queue on regular intervals.
- Real Time Adherence - agent performance and schedule compliance.
Packaged Applications Solutions
Aria has developed our CIMplicity series of packaged Genesys application solutions for contact centers that want a quick win. It includes packaged software templates and implementation and support services. Customers benefit because they get a Genesys solution that can be deployed faster and at a lower cost and risk, and provides a platform for growth into other customer interaction management applications. Highlights include:
Platform
- Voice-over-IP based platform using Genesys SIP software
- Can reside in front of any existing PBX or offers “pure SIP”
- Foundation for growth into other applications
Application Templates
- IVR front end
- Skills based routing
- Real time and historical reporting
- Agent desktop with soft phone and screen pop
Services
- Project management
- Discovery
- Implementation
- 24/7 license and application software support
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