Reduce Telephony Expenditure and Extend Customer Service Beyond the Call Center to Support High-value Business Operations

Legacy telephony infrastructures can inhibit inter-employee communication and collaboration due to cost, complexity, and the difficulty of integrating chat, WebRTC, or other new channels into TDM-based architectures.

Better Collaboration Drives Better Customer Experiences

The Genesys Customer Experience Platform enables new levels of collaboration by enabling disparate, multi-site environments to integrate customer service capabilities company-wide and eliminate operational silos. Using the concept of ”presence” across different locations, you can track the availability of a resource or expert beyond the call center without specialized software on that resource’s desktop.

From Call Center to Enterprise Contact Center

By creating a single virtual resource pool that utilizes real-time user status, your enterprise Contact Center extends to include back office staff, remote branch office locations and Small Office/Home Office users. This results in improvements in first contact resolution by finding the best available resource, at the right time, wherever they are.

Leverage Knowledge Workers Outside the Contact Center

Unlike traditional call center solutions, Genesys enables intelligent, robust and flexible routing capabilities that delivers each customer call to the best available resource. It also collects and measures statistics of every customer service request and interaction to enable real-time monitoring and historical reporting. 

With a single view into multiple, cross-channel conversations from remote branches and other locations, your organization will have a better understanding of the customer journey, enabling your teams to react efficiently and measure consistency within each customer experience. Genesys Enterprise Communications provides full-featured system capabilities, including administration, provisioning, reporting and management, with full integration between the Contact Center and back office solutions.

Genesys Enterprise Communications provides full-featured system capabilities, including administration, provisioning, reporting and management, with full integration between the Contact Center and back office solutions.