High-Value Software Enhancements for Genesys
Aria has developed CIMplicity Desktop and the Genesys Gplus Adapter for third party WFM systems.
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.
CIMplicity Desktop
Aria Solutions Inc. has encapsulated years of call center experience and expertise into an agent softphone. CIMplicity Desktop is a flexible and dynamic softphone that targets the needs of agents and addresses the challenges of operating a call center in an ever changing business environment. Fully compatible with Genesys, CIMplicity Desktop is available as either a web client or a rich client. It works in conjunction with PBX stations on traditional or IP PBXs, or provides a SIP end point. Outlined below are a few of the highlights.
CIMplicity Desktop is built with a flexible design that allows administrators to configure softphone functionality according to agent groups and/or specific business requirements:
- Not Ready reasons and agent workmodes
- After Call Work state
- Speed dial lists
- Auto answer capabilities
- Softphone display
The product allows the addition of "extension points", or add on components, which clients can use at any point to enhance functionality of the application:
- Queue Statistics
- Transfer Notes
- Attached Data Display
- Outbound Support
- Salesforce.com Integration
CIMplicity Desktop enables rapid integration with third party software:
- CRM applications
- Green screen applications
- Desktop applications
The product is an ideal replacement for outdated custom-built or third party softphone applications. Both versions of CIMplicity Desktop are flexible to accommodate nearly any call center environment.
GENESYS INTEGRATION WITH THIRD PARTY WFM SYSTEMS
Aria has developed two products that provide Genesys integration with IEX, Aspect and Teleopti Workforce Management Systems. They are available through Genesys as the Gplus Adapter for IEX TotalView, the Gplus Adapter for Aspect eWFM and the Gplus Adapter for Teleopti.
Highlights include:
- Historical Data - summarized activity by call type, skill and queue on regular intervals
- Real Time Adherence - agent performance and schedule compliance
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