Genesys - #1 Ranked Enterprise-Class Contact Center Software

Genesys is recognized by Gartner as being the best-in-class enterprise class contact center software product in the market.  Genesys Contact Center software allows companies to take care of every customer, every time by sending them to the right resource at the right time. It enables interactive voice response and consolidation of customer interactions across channels. This solution also provides insights to manage organizational performance and automate transactions.

Core Platform

The Genesys Core Platform automatically captures, routes, manages, integrates, orchestrates, and reports on inbound and outbound customer interactions of all types. The platform facilitates the timely and proper treatment of each individual interaction, by empowering agents with the information, applications and processes needed to accomplish a task. Our leading customer service solution suite runs on an open-standard IP infrastructure that leverages existing investments, lowers total cost of ownership and enables the management of mobile, branch, and remote workers.

Cross Channel Conversation Management

Cross-channel Conversation Management brings together the sum of a customer's interactions across all channels enabling a 360-degree view of the customer. With this view, and combined with real-time data insights from your enterprise, segmentation and sophisticated profiling enables rich, personalized customer service delivery. Additionally, with data insights, you can effectively match sales and service resources with a customer’s value.

Interactive Voice Response

Interactive Voice Response (IVR) enables a virtual next-generation contact center focusing on the holistic caller experience. Beyond traditional IVR systems, the Genesys solution provides touchtone access to applications and incorporates speech recognition technology and video for conversational exchange to identify and resolve customer requests. Integrating self-service applications and agent-assisted transactions seamlessly, IVR aligns service with customer values and needs, reduces costs, and enables end-to-end reporting.

Outbound Voice and Proactive Contact

Outbound Voice and Proactive Contact optimize customer outreach, helping your organization become more productive and cost-effective. It enables customer contact centers to proactively manage multi-channel campaigns for voice, e-mail, SMS, and blended inbound-outbound campaigns.

Performance Management and Analytics

Performance Management and Analytics deliver historical and real-time insights quickly enough to take action before they negatively impact operations. By allowing business and operations managers to see these insights across all channels, contact center managers can quickly identify developing service and performance issues and take corrective action before customers and revenues are affected. This enables true operational management to be managed in real time.

For more information about Genesys see www.genesyslab.com

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