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[section_header ctatype="filecta" background_clr="bgc-plum" text_theme="theme-dark" title="Interaction Speech Recognition" sub_title="Get accurate speech recognition without the complexity" image="308327" filecta_label="Download a PDF" filecta="308355"][/section_header][section_grid background_clr="bgc-lgray" title="Benefits"][sg_item title="Improved customer experience"] Personalise your customer’s first impression of your business. Enable tasks such as address recognition not possible with touch-tone self-service. Simplify customer input and speed up option selection by eliminating long menu lists. [/sg_item][sg_item title="Reduced costs"] Increase self-service completion rates by offering more natural interactions. More effectively automate simple, repetitive tasks while reserving agents for interactions that require human intervention. Install ISR natively with PureConnect – no additional hardware required. Improve productivity in the enterprise by allowing callers to access the speech-enabled ISR company directory [/sg_item][/section_grid][section_content][gsc_item format="content-a4" image="182018"]Contact centres are continually challenged to balance customer satisfaction with cost containment. Automatic Speech Recognition (ASR) provides an effective method for achieving this goal by enabling more satisfying self-service interactions through a human speech experience. While ASR offers significant benefits, the solution has been accessible primarily to large contact centres due to the cost and complexity of deployment. Interaction Speech Recognition (ISR) from Interactive Intelligence brings the advantages of speech recognition to contact centres of all sizes by providing a built-in, cost-effective solution with accurate, flexible speech enablement.[/gsc_item][/section_content][section_grid tag_type="h2" background_clr="bgc-lgray" title="Key features"][sg_item] Select speech in accordance with the complexity of your application. ISR includes a large library of built-in selections for grammars: digits, date and time, numbers, currency, and Boolean. No limit to the number of words within a grammar. Allows the ability to perform functions without the restriction of staying within a prescribed word count [/sg_item][sg_item] For enterprise users: Built-in support for company directory as well as speech-enabled options included in Interaction Attendant. Eliminate the need for a separate ASR server by running directly on media server(s). [/sg_item][/section_grid][section_cta ctatype="filecta" text_theme="theme-dark" title="Take this information to go" background_img="143229" filecta_label="Download a PDF" filecta="308355"][/section_cta]

[section_header ctatype="filecta" background_clr="bgc-plum" text_theme="theme-dark" title="Genesys Digital" sub_title="Increase revenue and reduce costs by orchestrating omnichannel customer journeys" image="4153" filecta_label="Download PDF" filecta="4154"][/section_header][section_grid background_clr="bgc-lgray"][sg_item title="Digital channels"] Create proactive engagement on your website and mobile apps at critical times to offer promos or service to reduce bounce rates or abandonment. Omnichannel creates context and consistent customer experience across all non-voice channels, including web chat, email, SMS, social and messaging apps. • Support multimodal interaction over multiple channels to reduce resolution times. For example, you can push a form to a customer over the web while still on phone. [/sg_item][sg_item title="Customer experience platform"] Native technology targets all channels, including voice, across a common platform for lower TCO, improved service and reporting consistency. An omnichannel desktop handles all channels, including voice, integrated knowledge and journey history. The result is increased agent productivity, improved customer experience through reduced effort and increased first contact resolution. [/sg_item][/section_grid][section_content][gsc_item format="content-a4" image="182018"]Digital transformation is one of the most important trends shaping the future of business. It is the realignment of, and investment in, technology and business models that will more effectively engage digitally savvy customers at every stage in the omnichannel customer journey. Digital transformation changes the way companies sell, market, operate and scale in an increasingly digital economy. This transformation is not without challenges. The rise in multichannel touchpoints has greatly complicated the end-to-end customer journey, especially as use of mobile devices increases. Customers expect to receive consistent and personalised experiences—no matter which channel they use. But it difficult to manage the customer experience across self-service and assisted service when each channel emerges from a separate technology silo. Without contextual awareness for customers and their journeys, or visibility into the service or sales performance provided, you get an impersonal experience that creates dissatisfied customers and inefficient operations. Automation and blended Artificial Intelligence offer new opportunities across the enterprise Artificial intelligence (AI) has tremendous potential in the world of digital customer experience—from automating tasks like setting appointments and troubleshooting problems to empowering customers to serve themselves. Machine learning and predictive decision-making capabilities offer the promise of intelligent and faster data processing that wasn’t possible before or was highly inefficient when done by humans. Genesys enables a hybrid approach called “blended AI,” which puts AI and bots into action to augment the jobs humans do. Blended AI tackles the grunt work of collecting information and processing data which, in turn, empowers people to provide better, more meaningful service. With bots handling common issues, agents have more time to deal with complex and nuanced issues that require a human touch. This blended AI approach combines artificial intelligence with the power of the human touch to reshape the way businesses create higher levels of customer satisfaction and efficiencies. Asynchronous communication empowers long-lived conversations at the customer’s pace Messaging is the fastest growing and most widely used form of interpersonal communication, outpacing SMS and social networks. The ubiquity of messaging applications and their growth trajectory make them an important consideration and opportunity for customer experience and sales operations. Businesses now have an opportunity to incorporate messaging apps into their customer experience strategy, meeting customers where they most frequently communicate. Genesys enables organisations to use a combination of automated and agent-assisted interactive dialogues, bringing the benefits of interactive messaging into customer service, sales and marketing operations. You can escalate messages that require special handling to live agents, when needed. For consumers, this brings convenience, immediacy, ease-of-use and self-service; it also eliminates the need for customers to wait on hold. For businesses, it means high response rates, cost-effectiveness, reduced inbound calls, increased agent productivity and improved customer experience. Effectively manage the digital workforce To effectively deliver an optimal experience across the omnichannel customer journey, you need to plan and deploy the right staff—at the right time—for the right customer. Many companies struggle to staff a workforce across all channels and touchpoints. In fact, studies show that a top pressure for management is the need to improve overall workforce productivity through better employee management. Optimising your workforce starts with accurate forecasting and cost-effective scheduling across all communication channels. Too often, these channels are managed in silos, creating great complexity and manual work for your planning department. Additionally, performance data must be gathered from multiple places to ensure accurate and effective schedule forecasting. Genesys Digital, along with workforce optimisation capabilities, automates the manual work of your operations and planning teams, increases first-contact resolution, improves staff productivity and helps you deliver on your SLAs within budget. The workforce is often the brand ambassador to your customers and directly affects their experiences. With Genesys, you ensure they’re well-trained and informed, reducing labour costs and driving efficiencies. Drive revenue The continued growth of online and mobile shopping has made it incredibly easy to comparison-shop with little concern for brand loyalty. Customers choose to do business with companies that offer the lowest price or the best services in the most efficient manner. Companies compete now more than ever to fend off increasingly high levels of abandoned shopping carts and lower sales conversions. Genesys Digital provides the capabilities needed to track customer actions across channels to proactively engage customers at the precise moment of opportunity. This reduces shopping cart abandonment, improves conversion rates and reduces churn. Companies continuously struggle to understand the buying habits and behaviours of their customers. They must determine: Which sites customers have visited; What channels were used to search for products and services; When and how to effectively engage with these customers. Compounded with the difficulty in attributing anonymous web traffic and a lack of contextual awareness, many companies’ websites are full of wasted opportunities to create meaningful customer engagements. Genesys makes it significantly easier to manage a customer conversation that could stretch across multiple touchpoints and time by basing engagement decisions on customer context from current and past interactions—at the right moment and with the right resource. The seamless, personalised experience increases the likelihood of a customer recommending your product or service for a higher overall Net Promoter Score (NPS). Deliver an omnichannel customer experience Most companies today can only support multichannel—not omnichannel—customer engagement. While they support many channels, they typically cannot support multiple channels simultaneously within a single interaction (multimodality), cannot link interactions in a step-by-step workflow (orchestration), and cannot manage the lifecycle of the customer journey (design, orchestrate, monitor, tune) to provide a personalised and context-appropriate experience for every customer (journey management). This leaves companies unable to provide the type of personalised context-appropriate experience today’s digitally driven customers demand. Genesys Digital combines multimodality, orchestration and journey management to provide a great omnichannel customer experience with compelling business outcomes. Most customer journeys begin on self-service touchpoints. Yet, impersonal and non-contextual self-service often results in abandonment, escalations to assisted service and a poor customer experience. With Genesys Digital, you can transform self-service and assisted service engagement by orchestrating designed omnichannel customer journeys across all touchpoints and channels to deliver a consistent, seamless and low-effort customer experience. Modernise with Genesys Digital It is time to modernise the digital customer service and sales experience with Genesys Digital. Our solution is comprised of a natively developed suite of digital channels that are built on a common channel infrastructure within a single customer experience platform. The result is less complexity and the elimination of silos, which reduces costs. With integrated workforce management and analytics, you have everything you need to deliver a consistent and seamless omnichannel customer journey and experience. Be prepared for the digitally savvy customer If your organisation is in the midst of a transformation to better prepare for the digital economy, contact Genesys. Learn more about how Genesys Digital can help increase revenue and reduce costs by orchestrating omnichannel customer journeys designed for optimal experiences.[/gsc_item][/section_content][section_grid tag_type="h2" background_clr="bgc-lgray"][sg_item title="Workforce"] Integrated digital workforce management uses a unique algorithm designed for non-voice interactions to improve the accuracy of forecasting, scheduling and adherence. Cross-channel SLA management improves insights, adherence, and continuous reprioritisation and assignment by value. It also reduces payment of penalties and delivers a consistent experience over any channel by customer segment. [/sg_item][sg_item title="Analytics"] Speech and text analytics understand causes of issues and improve conversion rates. Cross-channel digital quality management works with text analytics to monitor the quality of assisted interactions and to identify training opportunities—improving compliance adherence and first-contact resolution [/sg_item][/section_grid][section_cta ctatype="filecta" text_theme="theme-dark" title="Take this information to go" background_img="143229" filecta_label="Download the PDF" filecta="4154"][/section_cta]

[section_header ctatype="filecta" background_clr="bgc-plum" text_theme="theme-dark" title="Interaction Edge" image="307425" filecta_label="Download a PDF" filecta="307482" img_alt_text="Interaction Edge" sub_title="Product Data Sheet"][/section_header][section_content][gsc_item format="content-a4" image="182018" title="For complete single-vendor SIP capability"]The Interaction Edge™ multipurpose appliance combines a powerful IP gateway, media server and SIP proxy into a single 1U appliance solution. That makes Interaction Edge easy to deploy and manage. When paired with the Genesys PureConnect IP platform, it provides a highly redundant solution to manage all aspects of SIP processing for contact centre automation and enterprise-wide unified communications. The Interaction Edge appliance is designed to play several roles when connected to a SIP-based PureConnect system: it can be a small media server appliance with a SIP proxy; a mid-sized gateway (1 or 2 spans) with a media server and SIP proxy, or a large gateway (4 or 8 spans). The Interaction Edge models that support 1 or 2 spans are the perfect fit for remote sites, allowing the gateway, media server and SIP proxy functions to be deployed using a single piece of hardware. The Interaction Edge appliance also uniquely allows contact centres and businesses to implement a fully-integrated SIP solution for IP communications from ONE vendor. Whether a SIP-based PureConnect/Interaction Dialer® configuration, Interaction Edge enhances special dial plan routing, redundancy, and load balancing across your PureConnect platform.[/gsc_item][/section_content][omnitable column="col-five" theme="plum-alt"][omnitable_row headerrow="header-row"][omnitable_col span="span-5" h_align="center"] Models [/omnitable_col][/omnitable_row][omnitable_row][omnitable_col h_align="center"] Up to (Media Server Add-Ons [/omnitable_col][omnitable_col h_align="center"] Installed (Media Server Add-Ons [/omnitable_col][omnitable_col h_align="center"] Channels [/omnitable_col][omnitable_col h_align="center"] Spans [/omnitable_col][omnitable_col h_align="center"] Models [/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]EDGE01X0[/omnitable_col][omnitable_col]0[/omnitable_col][omnitable_col]N/A[/omnitable_col][omnitable_col]1[/omnitable_col][omnitable_col]0[/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]EDGE01X1[/omnitable_col][omnitable_col]1[/omnitable_col][omnitable_col]T1/24 E1/30[/omnitable_col][omnitable_col]0[/omnitable_col][omnitable_col]4[/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]EDGE01X2[/omnitable_col][omnitable_col]2[/omnitable_col][omnitable_col]T1/48 E1/60[/omnitable_col][omnitable_col]0[/omnitable_col][omnitable_col]2[/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]EDGE01X4[/omnitable_col][omnitable_col]4[/omnitable_col][omnitable_col]T1/96 E1/120[/omnitable_col][omnitable_col]0[/omnitable_col][omnitable_col]0[/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]EDGE01X8[/omnitable_col][omnitable_col]8[/omnitable_col][omnitable_col]T1/192 E1/240[/omnitable_col][omnitable_col]0[/omnitable_col][omnitable_col]0[/omnitable_col][/omnitable_row][omnitable_row headerrow="header-row"][omnitable_col span="span-5"]Models 0, 1, and 2 can be deployed with or without a SIP Proxy License[/omnitable_col][/omnitable_row][/omnitable][omnitable theme="orange-alt"][omnitable_row headerrow="header-row"][omnitable_col span="span-2"] Server [/omnitable_col][/omnitable_row][omnitable_row][omnitable_col] Spans [/omnitable_col][omnitable_col] Models [/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]Dimensions[/omnitable_col][omnitable_col]1U; 17.5 (W) 1.9 (H) 16.25 (D); Rack Mount or on shelf[/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]Temperature[/omnitable_col][omnitable_col]Operating: 32°F to 95°F (0°C to 70°C) Non-operating: -4°F to 158°F (-20°C to 70°C)[/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]Humidity[/omnitable_col][omnitable_col]Operating: 20%-80% at 30°C (86°F)[/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]Noise[/omnitable_col][omnitable_col]53 dB (office)[/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]LAN Support[/omnitable_col][omnitable_col]Dual redundant gigabit (10/100/1000 Mbits/sec) (NICs)[/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]DC Output[/omnitable_col][omnitable_col]275W[/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]AC Voltage[/omnitable_col][omnitable_col]100-240 VAC, 50/60Hz 4-2A per cord[/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]Software[/omnitable_col][omnitable_col]Edge Embedded OS[/omnitable_col][/omnitable_row][omnitable_row headerrow="header-row"][omnitable_col span="span-5"]Models 0, 1, and 2 can be deployed with or without a SIP Proxy License[/omnitable_col][/omnitable_row][/omnitable][section_grid background_clr="bgc-lgray" title="Key features"][sg_item title="Gateway"] Digital trunk-to-SIP conversion Available in 1, 2, 4 and 8-span models Fully integrates to the Genesys PureConnect IP platform Easy to set up Web-based configuration Special dial plan routing A complete single-vendor solution [/sg_item][sg_item title="Flexible NxM architecture deployment"] High scalability, load balancing, fault tolerance Increased redundancy and reliability High call volume capacity via outbound Interaction Dialer servers Advanced call analysis for outbound dialing Fax relay support Fax transmissions to and from the PSTN (via T.38) [/sg_item][sg_item title="Media server"] NxM configuration Call recording, compression, and encryption of voice and voice mail with DTMF Record in TrueSpeech, G.711 (u-Law and a-Law), G.726-32, GSM, or L16 format Perform transcoding Quality of Service (QoS) for both audio and signaling Perform transcrypting between SRTP and RTP Advanced call analysis including detection of colored ringbacks and message detection Supports the Interaction Analyzer™ application to enable real-time keyword and phrase spotting Automatic Speech Recognition Audio Conferencing (simultaneous limit dependent on media server hardware and configuration) Supervisory monitoring by routing audio stream through the media server, not the PureConnect application server Enables playback controls for easy movement through a recording Support for remote dynamic audio, single side recording, and call waiting tones, as well as manual entry of DTMF digits from the .NET PureConnect client T.38 faxing in and out (simultaneous limit dependent on media server hardware and configuration) Playback of recorded music during ACD Wait and Hold states Prompt plays requiring DTMF input and plays .wav files, TTS, and DTMF Registers easily with any number PureConnect servers via an intuitive web administration interface Remote site recording to decrease WAN traffic. Also supports remote retrieval of recordings during non-peak hours via network or HTTP to optimise bandwidth usage Multiple independent supervisory records on the same call [/sg_item][sg_item title="SIP Proxy"] Compliant with the latest specification of the SIP standard (RFC 3261) and supporting all SIP methods and status codes Built-in web server for easy configuration and remote access from any browser Unlimited number of routing entries using a powerful yet intuitive regular expression pattern matcher Unlimited number of destination entries Fault tolerant routing; if a monitored server is not available, the SIP proxy will use the next available route Load balancing for SIP messages using a round-robin, random or prioritised distribution [/sg_item][/section_grid][section_grid column="grid-1x1" tag_type="h2" title="SIP capability for Interaction Dialer" desc="When configured with PureConnect and Interaction Dialer 3.0 or higher, the Interaction Edge appliance allows teleservices firms, collections firms, and businesses offering blended inbound/outbound dialing services to:"][sg_item title="Perform advanced call analysis for outbound dialing needs"]In a SIP station’s live-side configuration, the Interaction Edge appliance leverages Genesys telephony infrastructure expertise to differentiate between a live caller, an answering machine, a fax machine, a busy signal or any other call detection situation, including differentiating SIT tones.[/sg_item][sg_item title="Handle the high-volume outbound capacities of Interaction Dialer servers"]The four- and eight-span Interaction Edge models are designed for greater trunking needs and scalability with its NxM “rack and stack” architecture. The Interaction Edge appliance also is designed in line with the Genesys SIP-based software approach and made especially for the Interaction Dialer application. Because Interaction Dialer and Interaction Edge integrate directly to PureConnect, call campaign and system performance monitoring is centralised in the PureConnect single administration environment.[/sg_item][sg_item title="Browser-based configuration"]Install the Interaction Edge appliance quickly and easily using a plug-in network connection and simplified deployment tool that runs from a USB key. Or if using DHCP, simply plug it in and discover the assigned IP address on the LCD screen. Once installed, the Interaction Edge browser-based environment allows administrators to: Configure call routes = intelligent mapping similar to dial plan/proxy Continuously monitor system performance Load and apply Interactive Intelligence Service Updates (SUs) Perform simple log retrieval via FTP [/sg_item][/section_grid][section_grid tag_type="h2" background_clr="bgc-lgray" title="Technical specifications and features"][sg_item title="Server highlights (EDGE01X8)"]Models for 0 to 8 spans (E1/T1) LCD Panel with buttons for status/settings LAN/WAN connection redundant gigabit NICs Headless: no mouse, monitor or keyboard required USB ports available Remote Power Management and KVM (IPMI) SIP coder support: voice coding/compression G.711: better quality, more bandwidth consumption G.729ab: low-bit rate coder, less bandwidth consumption [/sg_item][sg_item title="Protocol compatibility"] NI2, National ISDN-2 5ESS, AT&T 4ESS, AT&T DMS, Nortel QSIG, ECMA 164/165 E1/EurolSDN T1/CAS [/sg_item][sg_item title="Call analysis support with PureConnect 3.0 (and higher)"]Return these call analysis results to PureConnect/Interaction Dialer for processing: Answering Machine Positive Voice Silence Detected Fax Machine Cadence Break No Answer Busy Modem No Ringback SIT No Circuit Re-order Vacant Code [/sg_item][/section_grid][section_cta ctatype="filecta" text_theme="theme-dark" title="Take this information to go" background_img="143229" filecta_label="Download a PDF" filecta="307482"]

[section_header ctatype="filecta" background_clr="bgc-plum" text_theme="theme-dark" title="Genesys Co-browse" sub_title="Offer high-value, live collaboration to reduce customer effort" image="4117" filecta_label="Download a PDF" filecta="4118" img_alt_text="Genesys Co-Browse"][/section_header][section_grid background_clr="bgc-lgray"][sg_item title="Benefits"]  Improved customer experience Reduced customer effort Faster contact resolution Increased online conversion Enhanced lifetime value of customers Lower shopping cart abandonment Greater average order value Maximised agent productivity [/sg_item][sg_item title="Key Features"] Dynamic start page allows you to add co-browsing capabilities to website sections where you anticipate the most need. Page-sharing lets your agents see exactly what customers are seeing on your site, so they can view problem areas firsthand. Form-sharing allows agents to help customers complete online forms with confidence, thus reducing abandonment rates. Industry-leading security safeguards your customer’s sensitive information. Account numbers and other sensitive data are not visible to agents during co-browsing sessions. In addition, customer desktops and files are not shared with agents. [/sg_item][/section_grid][section_content][gsc_item format="content-a4" image="182018"]One of the biggest reasons that organisations today lose sales or offer inefficient service over web channels is that customers cannot find the information they need. With Genesys Co-browse, companies can now drive up new revenue and improve service by guiding customers in real time to information about the products and services they need. Co-browse lets customer share browser pages with contact centre agents or knowledge experts, which in conjunction with real time chat or phone support, provides more effective, personalised online assistance. The ability of agents to co-browse with customers minimises channel escalation, improves first contact resolution (FCR), reduces abandonment, boosts customer loyalty, and decreases service costs. Reduce cart and web form abandonment The health of your organisation is tied to the ability to ensure customers receive appropriate service in their moment of need and finalise their purchases by completing web forms and applications. The inability to find information, compare products, or understand web forms leads to reduced customer loyalty, lost sales, and additional costs. Research firms estimate shopping cart and form abandonment rates are as high as 65%. Providing relevant intervention directly affects your bottom line and vastly improves the customer experience. This leads to additional up-selling and crossselling opportunities and an increase in the size of the average sale. Elevate your online customer experience Incorporating Co-browse into your web support environment empowers your customers and agents to initiate sessions—enabling hands-on assistance with everything from site navigation and form completion to picking the right item and completing the checkout process. With Co-browse, your agents can also proactively invite customers into sessions to further improve the customer experience. The potential payoff is clear. According to the industry research firm SQM, a 1% improvement in FCR performance equals $256,000 in annual operational savings for the average contact centre. Give your agents the power of personalised assistance By adding Genesys Co-browse to your online assistance mix, you ensure that your agents deliver the highest level of customer satisfaction, and you also boost revenue by providing relevant assistance during the buying process. Co-browse places a wealth of functionality at your customer service representatives’ fingertips, enabling them to provide a level of personalised service that will keep issues from being escalated to additional support channels.[/gsc_item][/section_content][section_cta format="cta-t1" background_clr="bgc-lgray" fullname="Dwayne Calder" jobtitle="Managing Director" company="Insights & Enablement, Client Care" speakerquote="We’re thrilled with Genesys Cloud, our results to date, and the company’s vision for product innovation, security and stability. With its immediate and continuous delivery of new functionality, we can easily adopt technology advancements like artificial intelligence (AI) without expensive and time-intensive on-premises solution upgrades." companylogo="170057"][section_grid column="grid-1x1" tag_type="h2" title="Capabilities"][sg_item title="Skills-Based, Context-Sensitive"]Co-browsing sessions are offered in conjunction with real-time chat or phone calls and are prioritised and routed to the right agent the first time.[/sg_item][sg_item title="Real-Time, Proactive Co-Browsing"]Co-browse seamlessly integrates with Genesys Web Engagement to proactively extend invitations based on business rules. These may include any combination of agent availability, customer behavior, or profile/segmentation.[/sg_item][sg_item title="Pointer Mode"]By default, when a co-browsing session is initiated, agents are in a read-only mode, so they’re only able to point and highlight during sessions. For more complex interactions, agents can request that customers allow write access.[/sg_item][sg_item title="Unified Desktop (Genesys Workspace)"]Agents can easily access customer profiles and history and assist customers with website navigation, forms, and locating information—all while maintaining the conversation over chat or video. They can also seamlessly transfer the chat and co-browsing session to a specialist, leading to a better customer experience.[/sg_item][sg_item title="Customer Feedback"]Surveys following co-browsing sessions give customers the opportunity to provide specific feedback that helps you optimise your sales and service strategies.[/sg_item][sg_item title="High Availability"]Co-browse offers high availability capabilities with seamless failover in case a problem arises, ensuring business continuity.[/sg_item][/section_grid] Genesys Co-browse, Offer high-value, live collaboration to reduce customer effort [section_cta ctatype="filecta" text_theme="theme-dark" title="Take this information to go" background_img="143229" filecta_label="Download a PDF" filecta="4118"]

[section_header ctatype="filecta" background_clr="bgc-plum" text_theme="theme-dark" title="The Microsoft and Genesys Alliance" sub_title="Power the world’s best customer experience with Genesys, Office 365 and Skype for Business" image="4031" filecta_label="Download a PDF" filecta="4032" img_alt_text="The Microsoft and Genesys alliance"][/section_header][section_grid background_clr="bgc-lgray" title="Key benefits"][sg_item] Unify customer journeys across Skype for Business channels and all other digital channels Increase first contact resolution through collaboration with subject matter experts throughout the organisation Decrease handle time with quick and easy access to IM, voice, video and screen share [/sg_item][sg_item] Deliver great customer experiences with a fully integrated suite of contact centre solutions. Simplified administration and installation with native UCMA API-based integration Improved operational flexibility in on-premise, hybrid, or cloud deployment models [/sg_item][/section_grid][section_content][gsc_item format="content-a4" image="182018"] Our strategic partnership Genesys, the market leader in omnichannel customer experience and a Microsoft Gold Certified Partner, joins with Microsoft to integrate the Genesys Customer Experience Platform with Office 365 and Skype for Business. A deep strategic alliance at a technology and corporate level fosters ongoing collaboration within development, marketing, and sales teams. This partnership enables our customers to leverage Genesys customer engagement while natively powering their enterprise communications capabilities through Skype for Business. Our joint vision embraces the market trends of digitalisation, collaboration, mobility and cloud, both in customer service and enterprise communications. Genesys multimedia connector for Skype for Business Native integration with Skype for Business enables companies to seamlessly unify enterprise communications and omnichannel customer service—creating a collaborative contact centre. Enrich the customer experience with ubiquitous access to all Skype for Business channels (including instant message, voice and video) along with other digital channels such as email, social and web. Unified customer journeys and analytics across all channels allows businesses to better anticipate customer needs thus providing a truly effortless customer experience. Agents can quickly identify and access available experts throughout your business—whether in the contact centre, branch offices, mobile workers, or knowledge workers—and collaborate with these experts to address difficult customer inquiries. When needed, agents can establish a three-way collaboration between the customer and expert to drive immediate resolution. An integrated omnichannel desktop means agents can easily engage across all touch points throughout the customer journey. IT teams can consolidate infrastructure, retiring legacy PBXs and ACDs to reduce costs and overhead. Native integration eliminates complexity and is considerably easier to install, administer, and support, resulting in lower cost of ownership. The Genesys and Microsoft integrated solution scales from small to large, with the ability to deliver personalised customer journeys anywhere in the world. Proof points CX industry expert Don Van Doren, president of Vanguard Communications, says “Leveraging the core UCMA capabilities of Skype for Business, the Genesys solution has the potential to deliver significant value-added collaboration and customer engagement for companies of all sizes. Genesys enables rich customer engagement through interactions that are omnichannel, span the customer journey, and engage experts as needed.” Companies across the globe are finding value in the Genesys-Microsoft integration At Japan Tobacco International (JTI), the world’s largest tobacco product manufacturer, the Genesys-Skype for Business integration is used by three global IT help desks to support 27,000 employees across the globe. The Genesys-Skype for Business integration enables JTI to create an enterprise-wide virtual contact centre, and gives agents an end-to-end view of all interactions. Luc Greefs, Director of Shared Technology at Cegeka, an information technology company with 3,200 employees, says “Integrating Genesys Business Edition with Skype for Business gives us the advantage of a dynamic and flexible communications platform through which we’ve improved collaboration, while moving to a software-based system to easily assimilate acquired companies’ systems.” Proof points As there is no one-size-fits-all solution for contact centre architecture, customers can choose from an assortment of deployment models including premise, partner hosted, and hybrid cloud. The supported deployment options are: On-premise deployment of the Genesys Customer Experience Platform, Genesys Multimedia Connector for Skype for Business, and the Skype for Business Server. Partner hosted: an on-premise deployment in a private cloud provided by hosting companies. Voice-only cloud deployment: the Genesys Customer Experience Platform is deployed in the cloud, along with Microsoft Office 365/Skype for Business Online. Contact centre agents and office workers use Office 365. Hybrid deployment: The Genesys Customer Experience Platform, Genesys Multimedia Connector for Skype for Business, and the Skype for Business Server will be deployed on premise. Agents and Information Workers/Office Workers are deployed in Office 365. [/gsc_item][/section_content][section_cta ctatype="filecta" text_theme="theme-dark" title="Take this information to go" background_img="143229" filecta_label="Download a PDF" filecta="4032"]

Three ways to use AI for better customer journeys

[section_header ctatype="filecta" background_clr="bgc-plum" text_theme="theme-dark" title="Virtual Hold for Genesys" sub_title="Reduce customer effort and improve operations" image="4137" filecta_label="Download a PDF" filecta="4138" img_alt_text="Virtual hold for Genesys"][/section_header][section_grid background_clr="bgc-lgray"][sg_item title="Benefits"] Convenient, time-saving options for customers Better alignment of available resources to customer needs Significant improvement of key performance metrics 46+% lower abandonment rate and average speed of answer Mitigated impact of call peaks and valleys Flexible, scalable implementation [/sg_item][sg_item title="Key Features"] VHT ASAP Callback VHT Scheduled Callback VHT Conversation Bridge Dashboards for real-time call statistics monitoring Flexible end-of-day strategies and operation modes Pre-packaged, customisable reporting and analytics Comprehensive business intelligence analysis services Real-time system health visibility and management [/sg_item][/section_grid][section_content][gsc_item format="content-a4" image="182018"] Eliminate customer frustration associated with long hold times Even with the very best planning and forecasting, contact centre inevitably experience peaks and lulls in call volume. At times, agents are overloaded and stressed, and customers are frustrated with excessive hold times, eroding loyalty. At other times, call volume drops and agents sit idle, creating operational inefficiency. Virtual Hold for Genesys, a solution brought about by the partnership between Virtual Hold Technology (VHT) and Genesys, helps even out these peaks and valleys and reduces the customer frustration. Virtual Hold for Genesys is built on the VHT Customer Experience (CX) Platform. This platform enables configuration, administration, and virtual queuing—and it integrates with the Genesys Customer Experience Platform as well as the Genesys Workspace desktop. “Call me now” or “call me later” over phone, web, or mobile Rather than keeping your customers on hold for long periods, Virtual Hold for Genesys gives them the option to receive a return call without losing their places in line. Customers are advised of expected wait times and have the option to either receive a callback as soon as an agent is available or to schedule one for a more convenient time. ASAP Callback holds the caller’s original place in a virtual queue and allows her/him to hang up rather than wait on hold. When an agent becomes available, the callback is initiated, and the customer is connected with an agent already familiar the her/his intent—in the same amount of time as the caller would have otherwise waited on hold. Scheduled Callback allows callers to specify a day and time to receive a callback at their convenience, and with VHT Conversation Bridge, web or mobile customers can request a callback simply by clicking a link Key features to address business conditions End-of-day strategies and operation modes deliver the flexibility to set business hours and time-of-day conditions. This prevents calls from building up in the virtual queue on busy days. It also performs cleanups based on end-of-day strategies configured in the VHT CX Platform. Pre-packaged, customisable reporting and analytics deliver more than 20 out-of-the-box reports on key metrics and unlimited access to core data for customised analysis. Callback dashboards provide real-time monitoring of call information and statistics via a web-based user interface. System health management provides visibility of real-time operational conditions of all VHT components and applications to ensure system and connectivity success. Business intelligence analysis includes a dedicated business analyst, operational wellness reports, forecasting and planning, and system performance reviews. [/gsc_item][/section_content][section_cta format="cta-t1" background_clr="bgc-lgray" fullname="Dwayne Calder" jobtitle="Managing Director" company="Insights & Enablement, Client Care" speakerquote="We’re thrilled with Genesys Cloud, our results to date, and the company’s vision for product innovation, security and stability. With its immediate and continuous delivery of new functionality, we can easily adopt technology advancements like artificial intelligence (AI) without expensive and time-intensive on-premises solution upgrades." companylogo="170057"][section_grid tag_type="h2" title="Technical specifications"][sg_item title="Server operating system"] Microsoft Windows Server 2008, 2012 [/sg_item][sg_item title="Virtual environment"] VMware ESX or ESXi (versions 5.0, 5.1), 64-bit compatible Microsoft Hyper-V Server 2008, 64-bit [/sg_item][sg_item title="Database"] Microsoft SQL Server 2008, 2012, 2014 [/sg_item][sg_item title="Genesys SIP server with ORS/URS"] Genesys Framework 7.6, 8.0, 8.1 Orchestration Server 8.0, 8.1 Universal Routing Server 7.6, 8.0, 8.1 SIP Server 7.6, 8.0, 8.1 [/sg_item][sg_item title="Genesys Voice Platform"] MCP and NGI 8.1.5 (and higher) [/sg_item][sg_item title="Third-party PBX with ORS/URS"] Genesys Framework 7.6, 8.0, 8.1 SIP Server 7.6, 8.0, 8.1 Orchestration Server 8.0, 8.1 Universal Routing Server 7.6, 8.0, 8.1 [/sg_item][/section_grid][section_cta ctatype="filecta" text_theme="theme-dark" title="Take this information to go" background_img="143229" filecta_label="Download a PDF" filecta="4138"]

[section_header ctatype="filecta" background_clr="bgc-plum" text_theme="theme-dark" title="Genesys Self-Service" image="4157" filecta_label="Download a PDF" filecta="4158" img_alt_text="Genesys Self-Service"][/section_header][section_grid background_clr="bgc-lgray"][sg_item title="Benefits"] Management options including self management or Genesys-managed Premise, cloud and hybrid deployment options Personalised and predictive IVR for improved customer experience Higher self-service rates Lower agent costs Improved interactions utilising CRM data Carry context between channels [/sg_item][sg_item title="Features"] Business-centric analytics Multi-language speech recognition and natural language support Single tool option for IVR and routing configuration Simple, point-and-click call flow design and management Unlimited scalability Open, standards-based platform Carrier-grade, multi-layered management [/sg_item][/section_grid][section_content][gsc_item format="content-a4" image="182018"] Self-service challenges Consumers need and want to interact with your company. On the flip side, you want to engage with them in cost-effective ways while providing a good—ideally great—customer experience. Enter the IVR: the first touchpoint of many customer interactions.Yet, the interaction channel with the worst reputation, and the one that typically gets the least amount of attention, is the IVR. Due to the presence of expensive, cumbersome older technology and competing IT priorities, IVRs often sit untouched and unchanged for years—so you miss a critical opportunity to improve, much less optimise, your customer experience. Despite the predictions of demise for the phone channel, customers are still regularly picking up the phone and calling companies. Lack of visibility limits your ability to improve self-service Many companies do not have the analytical tools they need to monitor and enhance their IVR. Many IVR systems can be a black box for business line managers who must depend on consultants or internal IT resources to make changes and provide reporting. Without tuning and monitoring tools at their disposal, your company has no visibility into the success or failure of customer interactions in the IVR, and no way to determine what changes are needed to improve both customer experience and business process efficiency. Reducing cost and providing a better experience requires flexibility Like most companies, yours is under pressure to lower costs while simultaneously handling an ever-increasing number of calls. But a major challenge is that your current IVR platform simply does not have any flexibility. A flexible platform allows you to add options or make changes quickly. The result: an increase in automation rates and first call resolutions correlating to decreasing costs and improving customer experiences. Genesys self-service Genesys makes it possible to exceed your customers’ expectations and turn your IVR into a positive experience. With our self-service options, we provide you the ability to: Reduce your costs through increasing automation rates Provide optimal self-service omnichannel customer experiences Enable the business (instead of IT) to have operational visibility and control of the IVR Flexibility Genesys Self-Service can meet the IVR needs of all companies from small businesses through the large enterprise. With Genesys, you have unparalleled flexibility of deployment options, management choices and tools at your disposal. Genesys can build and deploy a simple, straightforward IVR application in a matter of days—or tackle the most sophisticated and complex applications in the world. Business-user tools Many companies treat their IVR application like any other technology that needs to be managed. However, unlike many systems that IT owns, the IVR is customer facing. Not only that, but the IVR serves as a critical touchpoint for customers when they need to contact your company. With Genesys Self-Service, your business users control the IVR applications. It is no longer necessary to know how to code VXML in order to make updates and changes to your IVR. Through intuitive drag-and-drop or point-and-click selections, any business user can truly own and manage their IVR. Analytics Genesys solutions don’t stop there. Analytic tools provide deep business insights into the success and often times more importantly, the failures of callers in the IVR. These business-centric reports enable you to quickly identify changes in caller requests or behavior—and since it is easy to make updates to the IVR—you can quickly change the IVR application as needed. Services With Genesys, you have the flexibility to build and manage your own IVR applications with our infrastructure or to have us build, deploy and manage your entire IVR application. Either way, you take advantage of years of IVR design expertise in building and deploying applications and effectively automating tasks to help you provide a great customer experience. Independent or unified solution—your choice Genesys Self-Service solutions stand completely on their own and there is no need to use other Genesys technology. But the same tools that your business users can use to create and control their own IVR applications are the very same tools they can also use to handle all of their routing. When paired, these are powerful capabilities on a single platform allow you to manage end-to-end customer interactions. Today, a good IVR will have some level of integration with a CRM or other backend system to provide a degree of personalisation. A great IVR—one that Genesys can deliver—will not only provide a personalised and predictive experience for your callers, but the IVR will carry context from other channels into the call experience. Similarly, if a caller ends a call and switches to another communication channel, the context of the conversation is not lost, and the customer can pick up right where they left off in the IVR. Furthermore, Genesys can help extend your company’s engagement with your customers through outbound IVR. No other company can provide such a complete and comprehensive omnichannel experience for your customer as Genesys can. Self-service results using genesys Genesys customers realise significant results with our self-service solution including:[/gsc_item][/section_content][omnitable theme="plum-alt"][omnitable_row headerrow="header-row"][omnitable_col] Benefit [/omnitable_col][omnitable_col] Result [/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]Reduction in live agent calls[/omnitable_col][omnitable_col]↓ 80%[/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]Increase in automation rate[/omnitable_col][omnitable_col]↑ 10% with $1.5M saved annually[/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]“Intelligent” IVR reduced average agent talk time[/omnitable_col][omnitable_col]↓ 40%[/omnitable_col][/omnitable_row][/omnitable] Exceed your customers’ expectations—give them a great ivr The often-forgotten IVR offers tremendous ROI. By providing personalized and predictive interactions, customers will gravitate to self serving in the IVR. The result: valuable cost savings for your company while simultaneously improving the customer experience. And customers will love it. Genesys customers have revamped their IVR so effectively, their customers now call in specifically to say how great an experience they had in the IVR. Imagine—compliments on your IVR. Let Genesys transform your IVR today[section_cta ctatype="filecta" text_theme="theme-dark" title="Take this information to go" background_img="143229" filecta_label="Download a PDF" filecta="4158"]

[section_header ctatype="filecta" background_clr="bgc-plum" text_theme="theme-dark" title="Genesys Survey Solution" sub_title="Create a competitive advantage by learning from your customers what you’re doing well and what you can improve" image="3981" filecta_label="Download a PDF" filecta="89436" img_alt_text="Genesys Survey Solution"][/section_header][section_grid background_clr="bgc-lgray"][sg_item title="Benefits"]  Modify surveys quickly in response to business intelligence priorities Proactively identify improvement opportunities in processes, people and technology Monitors customer service representative relationships with customers Deployed in days not months [/sg_item][sg_item title="Key Features"] Single interface for multiple surveys for both IVR and web Browser-based survey design and reporting environment Configurable number of survey questions and responses CTI and web integration Support for speech and DTMF recorded prompts, and TTS Workflow rules to configure survey order and disposition Free-form configurable duration recording of customer voice commentary for IVR surveys and free-form text commentary for web surveys Agent Feedback Loop desktop widget provides customer satisfaction level with that specific agent in real-time [/sg_item][/section_grid][section_content][gsc_item format="content-a4" image="182018"] Listening to customers In today’s competitive business climate, companies seek advantages to attract new customers and to secure the loyalty of existing customers. By conducting customer surveys, your company can better understand the needs and drivers of your customers. Then, analyse the collected data to gain clear, accurate and actionable insights into ways to attract—and retain—the most valuable customers. Listen better with Genesys Survey Solution This packaged self-service application is specifically for voice and web interactions so that a survey can be seamlessly offered right after voice, web chat or email customer interactions. Companies can capture direct feedback from callers regarding their opinions of products and services to assess customer satisfaction levels. It offers surveys to inbound, outbound, scheduled callback and web customers. The surveys can be designed, tested and published through a configurable web-user interface. Genesys Survey Solution allows rapid duplication, modification and adaptation of both IVR and web surveys to meet changing business requirements. Improve the intelligence gathered with contact attributes Genesys Survey Solution gives you the intelligence to create a competitive edge to attract new customers. It blends customer opinions with facts about contact centre interactions and generates actionable reports. The Survey Designer feature incorporates questions that capture information about customer identity, the reason they called, the organisational touchpoints involved, the length of hold times and other important attributes of the contact. This valuable information is crucial to develop actionable views of customer interactions and to drive positive changes across the enterprise. The Genesys Survey Solution increases the value of your Genesys Customer Experience Platform by bolstering customer retention and loyalty that can lead to greater profitability. You can meet your survey needs without the need for in-house survey development or third-party integration work and expense.[/gsc_item][/section_content][section_cta format="cta-t1" background_clr="bgc-lgray" fullname="Denise Ambrosio" jobtitle="Director, Voice of the Customer" company="First Data" speakerquote="We’re very happy with the Genesys Survey Solution–it’s great to have the flexibility to make change easily and get almost real-time insight into how customers are feeling. We’re hoping to keep rolling it out to additional products." companylogo="308125"][section_grid tag_type="h2" title="Technical specifications"][sg_item] Operating systems: MS Windows Server 2008 and 2012; Red Hat Enterprise 4 or higher Web application server: Apache Tomcat v7 and v8; WebSphere v6 User survey browser: Internet Explorer, Chrome, Firefox, Safari, Opera Administration: Internet Explorer v9 or higher [/sg_item][sg_item] Voice platform: Genesys Voice Platform (GVP) v8 or higher (TDM or VoIP) Nuance speech engine: As support by GVP version Nuance text-to-speech engine: As supported by GVP version Database support: MySQL v5.1.x; Oracle 11g and 12c; MS SQL Server 2005, 2008, 2012 and 2016 [/sg_item][/section_grid][section_grid tag_type="h2" title="Other features"][sg_item] Mobile and tablet-friendly Customer satisfaction metrics via built-in reports that can be sorted or filtered by business attributes and exported into Excel Sample survey template for quick customisation and implementation Corporate style sheets that allow branding of web surveys Secure user login and access [/sg_item][/section_grid][section_cta ctatype="filecta" text_theme="theme-dark" title="Take this information to go" background_img="143229" filecta_label="Download a PDF" filecta="89436"]

[section_header ctatype="filecta" background_clr="bgc-plum" text_theme="theme-dark" title="Genesys Voice Platform" sub_title="Best-in-Class IVR Platform" image="4161" filecta_label="Download a PDF" filecta="4162" img_alt_text="Genesys Voice Platform"][/section_header][section_grid background_clr="bgc-lgray" title="Benefits"][sg_item] Seamlessly blend self-service and agent assisted service Build and maintain next-generation self-service applications in an open, standards-based development environment Provide a secure, flexible voice platform that offers the choice of TDM, IP or hybrid environment deployments, on premise or in the cloud Maximise ROI by reducing costs for telephony, transport, and equipment that can be centrally deployed and administered [/sg_item][/section_grid][section_content][gsc_item format="content-a4" image="182018"] Integrate Voice and Web to Reduce Cost and Enhance Customer Experience Genesys Voice Platform is an advanced software-only solution that unifies web and VoIP telephony networks to enable new and powerful voice self-service applications. By implementing Genesys Voice Platform, your business can offer consistent and high-quality customer care, provide dynamic self-service offerings, drive new revenue streams, and reduce overall customer service costs. It provides high-performance call processing and media services for the development of next-generation voice applications in customer service. Plus, Genesys Voice Platform can extend self-service beyond the traditional Interactive Voice Response (IVR) application through integration with other communication channels to carry context forward and provide a seamless omnichannel experience. It removes the constraints of costly legacy IVR systems and offers flexible deployment options, standards-based development, simplified integration, and improved time-to-market for speech-directed voice applications. Make All Customer Interactions Personalised Genesys Voice Platform also supports personalisation of voice applications that are integrated with existing web applications to help companies deliver a more dynamic experience. Personalisation can be used to effectively “up-sell” products and services to existing customers based on their purchase history. Personalisation examples include: Preferred bank customers who have Certificate of Deposits (CDs) receive personalised messages regarding new high-interest rate CDs when accessing their account balance Callers who recently placed an order are presented with options for changing or tracking their order Pay-per-view movie enthusiasts listen to the release dates of popular movies while waiting for an agent Blended Experiences to Improve Customer Satisfaction Genesys Voice Platform offers customers a blended experience across inbound, outbound, self- and agent-assisted calls for convenient, quality service. Specific capabilities include integrated self-service, outbound IVR, mobile engagement and callback. Benefits include: Interoperability with any VXML application Unified voice and web infrastructure allowing repurposing of web investments for voice Flexible architecture whether “in front of” or “behind” the PBX Complete voice processing capabilities Highly scalable from hundreds to thousands of ports Integrated interaction level reporting with Genesys Info Mart Centralised management regardless of single or multi-site deployments Integrated support for speech technologies Genesys Voice Platform for Large Flexible Deployments Proven ability to scale to thousands of ports in a distributed fault-tolerant architecture Genesys Voice Platform also offers service providers with carrier-grade capabilities to enable deployment of in-network applications or—in large, multi-site enterprises—the ability to deploy a large number of ports. Functionality includes the provisioning of multi-tenant applications. Multi-tenancy enables a commonly managed voice infrastructure with specific decentralised applications for each enterprise or department. Managed service providers can realise incremental revenue by providing enhanced services, such as hosted IVR, speech-enabled self-service and integrated contact centre solutions. Genesys Voice Platform redefines how you interact with your customers. With it, you can intelligently segment, prioritise and route customer interactions according to business value and desired service level. The result is that you can manage customer service in a more personalised, consistent and efficient manner to simultaneously increase customer satisfaction and maximise contact centre resources.[/gsc_item][/section_content][omnitable theme="plum-alt"][omnitable_row headerrow="header-row"][omnitable_col] Features [/omnitable_col][omnitable_col] Benefits [/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]Future-proof open, IP-based software-only platform with unlimited speech capabilities[/omnitable_col][omnitable_col]Interoperates with off-the-shelf hardware and supports open standards such as VoiceXML 2.1, HTTP, MRCP (for speech integrations), SISR, SRGS, SSML, WSDL and SOAP (for web services), as well as Session Initiation Protocol (SIP) and numerous related RFCs.[/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]Infrastructure-agnostic[/omnitable_col][omnitable_col]Compatible with open or proprietary implementations: TDM, IP or hybrid.[/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]Ability to deploy on premise or in the cloud[/omnitable_col][omnitable_col]Flexibility to evolve Genesys Voice Platform with changing enterprise deployment needs.[/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]Single point of management and reporting[/omnitable_col][omnitable_col]Reduces resource requirements to configure and manage self- and assisted-service systems.[/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]Carry context across channels[/omnitable_col][omnitable_col]Create seamless customer interactions across all channels.[/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]Comprehensive, rapid application development tools[/omnitable_col][omnitable_col]Reduction in development costs and ability to quickly create market-ready applications.[/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]Security[/omnitable_col][omnitable_col]A secure IVR platform that includes support for secure transport and data storage mechanisms to support certifications like PCI, HIPAA, etc.[/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]Outbound[/omnitable_col][omnitable_col]Use the built-in call progress detection capabilities (human, answering machine detections, busy, etc.) to fully support selfservice outbound campaigns.[/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]Minimal application development and redeployment[/omnitable_col][omnitable_col]Control IVR call flows through the use of parameters, such as weekend or holidays, open and close hours, upsell offers, and special announcements.[/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]Call recording[/omnitable_col][omnitable_col]Integrate self-service recording with high-quality recordings of caller/agent interactions provided by Genesys Interaction Recording.[/omnitable_col][/omnitable_row][/omnitable][section_cta format="cta-t1" background_clr="bgc-lgray" company="Belgacom" speakerquote="The dynamic Genesys IVR has enabled us to launch new products without putting an extra strain on our budget. In other words: we have created capacity to tackle new ventures without making new investments, and as such we have indirectly saved a lot of money." companylogo="303961" logo_alt_text="Belgacom Logo"][section_cta ctatype="filecta" text_theme="theme-dark" title="Take this information to go" background_img="143229" filecta_label="Download a PDF" filecta="4162"][mktoform cid_id="7011T000001t7gl"]

[section_header ctatype="filecta" background_clr="bgc-plum" text_theme="theme-dark" title="Enterprise IVR" sub_title="Enable Exceptional Customer Experiences and Empower Business Users with Cloud IVR" image="307844" filecta_label="Download PDF" filecta="307816" img_alt_text="Enterprise IVR"][/section_header][section_grid background_clr="bgc-lgray"][sg_item title="Key Features"] Web-based design tool, Enterprise IVR Visual summary of call flows Connections to external web services Analytics with pre-defined dashboards and visualiations Embedded survey solution Speech recognition with custom, dynamic grammar, and Natural Language Understanding support Recorded IVR interactions Multiple user-level administration [/sg_item][sg_item title="Benefits"] Eliminates costly voice infrastructure purchases and maintenance Puts the business in control of the customer experience Delivers actionable analytics for continuous improvement of customer experience Easily scales and is reliable [/sg_item][/section_grid][section_content][gsc_item format="content-a4" image="182018"] It’s Time to Modernise Your IVR Genesys Enterprise IVR is the Genesys cloud IVR product delivered through Designer, a drag-and-drop customer experience design tool. Traditional IVR platforms are clunky, cumbersome, and typically deliver poor customer experiences. Usually, to update an IVR application, your staff submits a request to the IT department or an outsourcer responsible for managing the application. Several costly weeks or months later, the change is, at long last, implemented. Not only are these long turnaround times unsustainable, but they directly hinder your organisation’s ability to adjust to changes in the business. It doesn’t have to be this way. With Enterprise IVR, you’ll use a combination of speech recognition and customer data to transform the IVR experience into dynamic personalised interactions. With this modern, scalable IVR platform in the cloud, you can completely overhaul your organisation’s IVR experience. Download the IVR Playbook. Give Business Users Control IT juggles many responsibilities. They manage both internal- and external-facing applications. When IT resources are stretched thin, updates to the IVR can fall down the priority list. This is a problem for business users, whose objective is to react to business changes and improve the customer experience. When business users control the management of their applications, cycle times can be reduced dramatically. For instance, give the business control to play a special message in the IVR following the launch of a new product. The time to update the message is just a matter of minutes. Enterprise IVR delivers this capability. Continuously Improve Your Customer Experience with Enterprise IVR Today’s reality is that the customer experience is not static. Your organisation introduces new products launches new sales promotions, and customer preferences change. It’s smart to consider the capabilities Enterprise IVR offers your business to keep up with changes while delivering best-in-class customer experience. Delivering the best experiences is possible only if you can constantly monitor what’s happening with your customers as they interact with your IVR. With analytics and data visualisation delivered by Enterprise IVR, you’re able to fully grasp what’s happening and what you should update or improve. The combination of actionable analytics with a tool that facilitates rapid updates results in continuous improvement to your IVR and the resulting customer experience. Need help? Genesys can assist you with both the design and continuous improvement of IVR applications with in-house experts located around the globe.[/gsc_item][/section_content][section_grid tag_type="h2" background_clr="bgc-lgray" title="Technical specifications"][sg_item title="General"] Web-based thin client flow design tool Supports multiple languages Business Controls Toggle emergency flags on and off Configure business hours and special days Control IVR flow and behavior in real time from internal “data tables” [/sg_item][sg_item title="Reporting"] Pre-defined dashboards and visualisations Reports on business specific data including calls, duration, milestones, activities, and dispositions Trouble shoots and tunes data including call path, user inputs, and low-level session data Filters to pinpoint calls that meet certain conditions [/sg_item][sg_item title="Administration"] Supports multiple roles including business user and developer Saves and publishes the application Easily assigns dialed numbers to applications or removes them [/sg_item][sg_item title="Integration"] Integrates with any front- and back-office applications to personalise engagement Facilitates RESTful integration [/sg_item][/section_grid][section_cta ctatype="filecta" text_theme="theme-dark" title="Take this information to go." background_img="143229" filecta_label="Download this PDF" filecta="307816"]

[section_header ctatype="filecta" background_clr="bgc-plum" text_theme="theme-dark" title="Genesys Multimedia Communication Manager" sub_title="Give your mission-critical contact centre a solid omnichannel foundation" image="4145" filecta_label="Download a PDF" filecta="4146" img_alt_text="Genesys Multimedia Communication Manager"][/section_header][section_content][gsc_item format="content-a4" image="182018"]When customers find it difficult to do business with you, they don’t just walk out the door—they run. Customer loyalty is harder to build and tougher to keep than ever. Your customers have options. With ubiquitous access to the internet, similar products and services are easy to find. Every interaction can either undermine or underscore your commitment to great omnichannel customer experience. Enabling your customers to connect with you over any channel at any time shows them you value their preferences. When agents have the context of previous interactions — so there’s no repetition —and when wait times are short, you show customers that you value their time. Common challenges Does your contact centre have an infrastructure that can evolve to meet ever-growing customer expectations—one that empowers you to deliver the type of customer experience that fosters loyalty? Or does every new need or application present a struggle as you try to fit it into your existing architecture? As an executive responsible for contact centre infrastructure, you know too well the limitations of your existing solutions. If your company added email, webchat, video and other channels as they become necessary, it’s likely they were implemented as independent, siloed solutions that make it difficult to deliver consistent customer experience. You may have complex integrations that are costly and time-consuming to implement or upgrade. Or perhaps your legacy ACD maintenance costs are skyrocketing and service is plummeting, even while its end-of-life looms. Perhaps you have multiple contact centre sites with ACDs from disparate vendors. If you aren’t load-sharing between these sites, there could be times every day when customers are waiting (or abandoning) in one location while agents sit idle in another. Maybe you’re overstaffing each location. Future-proof your contact centre Do you need to: Add video capabilities to more effectively address complex issues or interactions? Enable agent-to-expert collaboration across your enterprise? Empower agents with a unified omnichannel desktop that handles every type of contact? Give agents the context of previous interactions to speed resolution of each inquiry? Improve agility so you can handle new requests (change routing logic, etc.) at the pace your business requires? The Genesys Multimedia Communication Manager is a robust contact centre solution that drastically reduces architectural complexity, facilitates new channel additions and enables customers to effortlessly transition between those channels. Based on an open-standard SIP platform, it provides the flexibility you need to adapt to ever-changing business needs. For example, you can easily add video capabilities to your contact centre, which improves collaboration across the enterprise and with your customers. Customers can share their screens with agents, and agents can collaborate with experts across the enterprise to promptly resolve issues. Simplify infrastructure, reduce expenses and improve service delivery through: A virtualised agent pool that offers economies of scale and improved resource utilisation Centralised administration that reduces complexity and lowers IT and administrative expenses The elimination of upgrade and maintenance costs associated with legacy PBX systems Infrastructure options What if you want to preserve your existing infrastructure while adding powerful capabilities? No problem. Genesys is well-known for interoperability with other vendors’ ACDs, so you’re able to optimise your current investments and gain a centralised routing engine, a virtualised agent pool, unified administration, an omnichannel agent desktop, integrated video, and much more. On the other hand, you might need a more robust foundation and consolidated infrastructure. Maybe your hardware and maintenance costs continue to climb, and you feel as though you’re being held hostage by the limitations of proprietary platforms. Or perhaps you’re facing a difficult, expensive overhaul—maybe even a full-on forklift upgrade if your existing system is nearing end-of-life. Either way, Genesys can help. The Genesys Multimedia Communication Manager system an open-standard solution you can use to supercharge your existing infrastructure or enable a smooth transition from your legacy platform to a modernised omnichannel contact centre that’s based on the Genesys Customer Experience Platform. Infrastructure options Your customers expect more from your company—better, faster service that’s convenient and accessible. If your contact centre is a patchwork of solutions, force-fitting more channels into an ageing infrastructure will hinder your ability to meet those expectations. When customers think it’s easier and faster to do business elsewhere, your company pays the price. Address current customer demand and establish a foundation for future customer needs. Increase your agility. Be more responsive. Deliver excellent customer experience. Do it all with the Genesys Multimedia Manager solution.[/gsc_item][/section_content][section_cta ctatype="filecta" text_theme="theme-dark" title="Take this information to go" background_img="143229" filecta_label="Download a PDF" filecta="4146"]

[section_header ctatype="filecta" background_clr="bgc-plum" text_theme="theme-dark" title="Genesys Callback" sub_title="Improve customer loyalty by reducing caller frustration" image="4141" filecta_label="Download a PDF" filecta="4142"][/section_header][section_grid background_clr="bgc-lgray"][sg_item title="Benefits"] Reduce abandonment rate by 40% Improve customer experience by 5% Reduce customer effort Improve brand image Reduce costs by 25% due to decrease in contact resolution time Increase lifetime value of customers Maximum agent productivity [/sg_item][sg_item title="Key Features"] Callback works across IVR, web, and mobile touchpoints. Schedule an immediate return call or a callback at a convenient time of the customer’s choosing based on operating hours. Check and display agent availability by providing estimated wait times. Supports mobile push notification to provide an alert when an agent is available. Easily integrates with existing agent desktop or Genesys Workspace. The unified desktop gives agents access to context such as complete customer profile, contact history, and location, as well as the ability to preview callback requests. RESTful API is optimised for mobile, web, and IVR. [/sg_item][/section_grid][section_content][gsc_item format="content-a4" image="182018"]No matter how good your self-service may be, there are times when customers feel that their best chance at solving a problem is to get on the phone with a live person. But this introduces the possibility that these same customers will experience the frustration of waiting in call queues or not having the option to request a callback from a web or mobile app. Large call queues lead to high customer effort and lost customers Few things do more to undermine the customer experience than forcing them to wait on hold to speak with a customer service agent. This is especially true of online customers, who are always just a click away from the competition. The longer the hold time, the more likely they’ll hang up the phone and head to a competitor’s site instead. What’s worse, customers who wait in a queue often find themselves talking with agents who don’t have the answers to their problems and may not even have the right knowledge to find those answers. With Genesys Callback, part of the Genesys Customer Experience Platform, requests are intelligently routed to the most appropriate agents, leading to reductions in customer effort and a much better brand image. Deliver effective, satisfying, omnichannel callback service Studies indicate that people are more likely to make a high-value purchase online after speaking with a customer service agent. In other words, the phone remains a critical part of an effective online sales strategy. By giving your customers control over the timing of a phone conversation with Callback, your customer satisfaction ratings go up, and your service becomes much more effective. Callback enables your customers across web, mobile, and IVR touchpoints to—with just a click or IVR selection—schedule a callback from an agent at a convenient time for them or request one immediately. The result is a truly integrated omnichannel callback experience. Giving agents flexibility to reduce resolution time Callback gives customer service agents the tools they need to manage and make the most of customer calls. The Genesys Workspace desktop reduces resolution time by providing agents with complete customer contact histories and context, as well as the ability to preview, reschedule, or cancel callback requests before initiating calls. Callback also enhances the ability of existing staff to manage peak call volumes by shifting return calls to non-peak times.[/gsc_item][/section_content][section_cta format="cta-t1" background_clr="bgc-lgray" fullname="Gary Ding" jobtitle="Operations VP" company="eLong" speakerquote="The Genesys solution builds better customer experience, and that is essential to our present leadership in the marketplace." companylogo="95095" logo_alt_text="eLong company logo"][section_grid column="grid-1x1" tag_type="h2" title="Capabilities"][sg_item title="Omnichannel Callback"]Genesys Callback supports IVR, web, and mobile touchpoints and seamlessly integrates with the contact centre—eliminating the need to replace telephony infrastructure. Callback for IVR offers an option for a callback without losing the caller’s position in the queue, frees up valuable IVR resources, and optimises contact centre resources. Callback for Web enables escalation for assistance while factoring in agent availability and estimated wait times. Callback for Mobile supports a callback from the app when agents are not available or the estimated wait time is too long. Customer profiles, intent, and location information can be used for routing and are passed to the agent as part of the request. Native push notifications for iOS and Android notify customers when an agent is available to call back. [/sg_item][sg_item title="Skills-based, context-sensitive routing"]Callback interactions are routed to the right agent in the first place, in the right priority, using business-specific routing logic. This leads to faster resolutions and reduced customer effort.[/sg_item][sg_item title="Integration to other channels"]Callback supports your contact centre with centralised routing and reporting, a common customer record, and the ability to maintain conversations across channels. Customers receive a seamless experience and businesses increase efficiency and sales.[/sg_item][sg_item title="Unified Desktop (Genesys Workspace)"]Agents receive all the information they need to personalise interactions, including customer records with multi-channel contact histories and a standard response library. This results in higher agent performance.[/sg_item][/section_grid][section_cta ctatype="filecta" text_theme="theme-dark" title="Take this information to go" background_img="143229" filecta_label="Download a PDF" filecta="4142"]

[section_header ctatype="filecta" background_clr="bgc-plum" text_theme="theme-dark" title="Transform planning and analysis in contact centres" image="308270" filecta_label="Download a PDF" filecta="309038" img_alt_text="Transform planning and analysis in contact centers"][/section_header][section_grid background_clr="bgc-lgray" desc="Decisions™ is the industry-standard, strategic planning and analysis system for leading contact centre organisations. Decisions gives you the planning and analysis sophistication you need to implement innovative staffing strategies, develop more precise hiring plans and proactively manage challenges in your business. Using Decisions, your organisation will significantly reduce staffing costs while improving key customer service quality performance." title="What is Decisions?"][sg_item title="Decisions enables planners to:"] Eliminate the need to chase down and validate data from cumbersome Excel spreadsheets Answer “What if?” questions from executives and management within minutes—not days Automatically link long-term plans and budgets to weekly tactical plans Create an accurate single source of truth across all divisions and departments [/sg_item][sg_item title="With Decisions*, customers can:"] Save 5% to 10% of agent staffing costs Save 50% to 80% of annual planning and analysis hours Reduce time to market with new ideas Improve service consistency Make fast and accurate contact centre decisions Achieve a higher ROI on capital expenditures *The last 10 decisions customers had a payback period of less than six months.[/sg_item][/section_grid][section_content][gsc_item format="content-a4" image="182018"] A slow decision is no decision Decisions quickly and accurately handles several key contact centre planning steps. The service can forecast all important planning metrics, simulate plans to accurately determine how many agents you need week-over-week, and develop highly efficient just-in-time hiring and overtime plans to optimally use your labor pool. Decisions also rolls capacity planning into an accurate budget. Here’s a look at how each of these features can benefit your contact centre. Forecasting Advanced features support planning and analysis for multi-skilled agents, multichannel servicing (email, chat, casework and outbound phone), as well as forecasting and planning for customer experience metrics. Decisions will bring new capabilities to your planning and analysis team. We start with your historical contact centre data and automate data capture. There’s no need to manually collect time-critical performance data from sources all over the company. Data mart consolidates your performance data from phone, email, chat and casework contact management systems, as well as from workforce management, staffing and other systems. Decisions also stores and analyses data from cost and revenue reporting applications for detailed financial analysis. This means that historical and planned call volume, staffing, shrinkage and financial data are available in one place. Requirement simulation and capacity optimisation With the simulation feature of Decisions, you can accurately predict the number of agents required based on the average speed of answer, service level or abandon rate goals. Simulation considers how multi-skilled agents, routing efficiency, schedule adherence and scheduling efficiency affect customer behavior for each contact type. Using a spreadsheet to plan new-hire classes will seem like an outdated method after using the just-in-time hiring, overtime and leave staffing features in Decisions. Decisions makes sure agent capacity is available when needed. You will know precisely when, where and how many agents to hire—and when to offer unpaid leave or overtime. Give your organisation the direction it needs to drive down costs and consistently achieve service and customer experience goals over the course of your planning year. Use controllable shrinkage to schedule vacation, meetings, coaching and training times to fill workload gaps or address shortages in staffing—from weekly to annually. Planning these activities can reduce the need for new hires, overtime or unpaid leave. Powerful what-if analysis The contact centre is critical to the success of your competitive strategy. Decisions gives you the information you need to successfully execute a contact centre strategy—whether you want to be the low-cost provider, the upscale brand or the service leader. Evaluating the cost, customer experience and risk profiles of multiple service goals, cost goals and operating strategies means that operations can be more efficient. You can assign contact volume, staff growth and investment dollars by channel, site, agent  group or outsourcer to drive costs, customer satisfaction and resources. Decisions enables you to understand all possible options and select the best one. Management can understand key tradeoffs to any business decision and know the relationship between key performance drivers, such as call volume and average handle time versus financial and operational performance (average speed of answer, cost per call and revenue). You can then use this information to make the right decisions. Executives can proactively manage operational risk and be ready with a range of plans that cover all potential scenarios. Decisions will help you understand how many agents are needed before a new marketing event occurs and how to reduce business reputation risk if contact volume or average handle time trends are unfavorable. Most what-if questions lead to more questions. Decisions enables you to answer sophisticated what-if questions, such as what the cost and service repercussions will be to operations when internal or external changes occur. Analysts can handle critical executive questions and analysis challenges in minutes. Imagine if you could answer high-level, what-if questions in the board room during your next critical business meeting. Decisions also enables you to create unlimited what-if analysis scenarios and see the positive or negative changes they have on your plan. Just vary any parameter, such as contact volumes, attrition, hourly wages or call-routing strategies, and immediately see the effect your changes have on agent occupancy, hiring schedules, service quality, costs, sales, profit and other measures. Decisions includes interactive sensitivity analysis features that detail relationships among key inputs and outputs of your plans. For example, you can plot call volume versus service level to highlight where plans are most sensitive to external events. By knowing how events will affect your plan, you can develop corrective management actions in advance—and turn potential crises into opportunities. Budgeting Decisions final step rolls all planning scenarios into a budget that enables analysts, operations teams and senior management to make effective decisions that impact your business. The process take minutes and empowers your company to make ongoing decisions. Get results from the start Decisions is simple to implement and is available on-premise or in the cloud. Use it to drive business value and ROI with first capacity and staffing plans. The service frees up Analysts to do what they are supposed to do: Create high-value, relevant analyses that support critical corporate decisions. They can spend time planning, instead of gathering data or finding errors in spreadsheets.[/gsc_item][/section_content][section_cta ctatype="filecta" text_theme="theme-dark" title="Take this information to go" background_img="143229" filecta_label="Download a PDF" filecta="309038"]

[section_header ctatype="filecta" background_clr="bgc-plum" text_theme="theme-dark" title="Pindrop Fraud Detection for Genesys" image="308182" filecta_label="Download a PDF" filecta="308211" img_alt_text="Pindrop Fraud Detection for Genesys"][/section_header][section_content][gsc_item format="content-a4" image="182018" title="Protect your contact centres"]In partnership with Pindrop, Genesys delivers the highest level of phone fraud detection possible for maximum prevention of financial loss from fraudulent callers. The Pindrop mission is to provide security, trust, and identity verification for all inbound and outbound calls. Pindrop solutions protect enterprise call centres and phone users by combining authentication and fraud detection technology to identify low risk callers and detect malicious callers. With Pindrop, your call centres can identify and treat legitimate callers to an improved customer experience and protect the organisation from fraudulent callers. How Pindrop works The Pindrop solution Phoneprinting creates a distinctive identifier for each caller. It takes approximately 30 seconds of call audio to break the audio into 147 unique call “features.” Pindrop solutions use these features to create an identifier for each caller. This analysis reveals a caller’s true location, device type, and more. The phoneprint is highly resilient and able to detect voice distortion, caller ID spoofing, gateway hijacking, and other obfuscation techniques. In addition, Pindrop solutions identify multiple callers associated with the same phoneprint, which allows enterprises to detect and track fraud rings.[/gsc_item][/section_content][section_grid background_clr="bgc-lgray"][sg_item title="Benefits"] Seamless integration with Genesys Customer Experience Platform One-stop shopping (including billing and payment) Single point-of-contact for customer support Eliminate 80% or more of phone fraud Lower operation costs Millions of dollars saved annually [/sg_item][sg_item title="Key Features"] Stop phone fraud Reduce call centre operations cost Improve customer experience Protect reputation [/sg_item][/section_grid][section_grid column="grid-1x1" tag_type="h2" title="What you don't hear can hurt you" desc="Pindrop solutions monitor and analyse any phone call in your telecommunications environment, protecting enterprises before, during, and after both inbound and outbound calls. With Pindrop, organisations can:"][sg_item title="Stop phone fraud"]Criminals impersonate legitimate customers, using stolen identities or stolen credit cards, leading to account takeovers and chargebacks. Pindrop identifies and flags suspicious callers.[/sg_item][sg_item title="Reduce call centre operations cost"]When call centre agents know which calls are high and low risk, they can optimise the time they spend on authentication questions, reducing the average call time and your call centre operations costs.[/sg_item][sg_item title="Improve customer experience"]Customers use the call centre for their most complicated issues. By using Pindrop solutions to reduce authentication processes for low risk callers, agents get straight to solving customer problems.[/sg_item][sg_item title="Protect reputation"]When fraudsters gain access to customer information and accounts over the phone channel, you are at risk for brand reputation and potential regulatory damages. Pindrop secures the call centre, protecting your reputation.[/sg_item][/section_grid][section_cta ctatype="filecta" text_theme="theme-dark" title="Take this information to go" background_img="143229" filecta_label="Download a PDF" filecta="308211"]

[section_header ctatype="filecta" background_clr="bgc-plum" text_theme="theme-dark" title="Gplus Adapter for Salesforce" image="4267" filecta_label="Download a PDF" filecta="4268" img_alt_text="Gplus Adapter for Salesforce"][/section_header][section_grid background_clr="bgc-lgray"][sg_item title="Benefits"] Integrates Salesforce with Genesys architecture to enable a single desktop for all interactions Unifies customer information and interaction handling within the Salesforce UI Eliminates Workstation software dependencies with full thin-client architecture Configurable user interface for each agent that enables the desktop to adapt to individual users Faster time to market Lower costs through a pre-built integration [/sg_item][sg_item title="Key Features"] Voice and click-to-dial call control features Standard media control feature set for interactions Screen pop of Salesforce records using caller ID or attached data Task updates for interaction disposition Automated activity creation for contact centre reporting Real-time agent and contact centre statistics Contact profile and interaction history Built on the Open CTI API to meet Salesforce integration standards Differentiation of customer service with the callback option [/sg_item][/section_grid][section_content][gsc_item format="content-a4" image="182018"]Providing a world-class customer experience requires responsiveness. When equipped with a single desktop that unifies all customer interactions, your sales and service staff are more responsive and helpful across all type of interactions. This means that your agents and knowledge workers have access to information about prior customer interactions and transactions. The Genesys Gplus Adapter for Salesforce is a pre-packaged integration of the Genesys Customer Experience Platform and the Salesforce suite. It unifies your contact centre and CRM systems to deliver a personalised customer experience. Designed for Salesforce CRM in either Classic or Console mode, the Gplus Adapter ensures a seamless implementation—whether in the cloud or on-premises. It provides media control, screen pop and activity history for multichannel interactions, and an outbound click-to-dial capability. Your organisation benefits from faster implementation times decreased costs and the smooth flow of information between the contact centre and the rest of your enterprise. Automated record display and activity update Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyam erat, sed diam voluptua. At vero eos et accusam et justo duo dolores et ea rebum. Stet clita kasd gubergren, no sea takimata.Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyan. Automated record display and activity update Sales and customer service representatives need immediate access to customer data for a speedy resolution of customer inquiries. The Gplus Adapter facilitates this by delivering a screen pop of relevant customer account, case, or other record types to the Salesforce CRM desktop—something that occurs simultaneously with the arrival of each interaction. Agents now have the complete context of each customer, enabling them to personalise every interaction. Record displays include common attributes such as caller ID, customer name, and email address. They can also include data attached to the interaction, such as information collected from the IVR system or billing information from the CRM record. Multiple related records can be displayed as well. For example, if family members are linked in the CRM system, all of their records can be displayed. Or, an opportunity record could be shown, along with a case record. An activity record is created upon conclusion of each interaction. This record contains valuable information about the contact—such as interaction type, duration, and disposition, as well as agent notes and chat transcripts and email content (where applicable). Embedded user interface For screen space preservation, the Gplus Adapter embeds media control within the Salesforce user interface (UI) via the Open CTI API. The media control layout in the desktop is available with both Classic and Console presentation models. Your agent is alerted when a new interaction arrives, and they can accept the contact or work item and manage it from within the Salesforce UI. This reduces the average handle time and facilitates quick, accurate response. The Gplus Adapter also enables users to select a phone field in the Salesforce record and dial out directly through the Genesys Customer Experience Platform. An agent who needs to transfer a call or create a conference call simply selects from a list of queues or chooses an agent or back-office employee, based on their availability. Ease of implementation and routing Using the Salesforce Open CTI API and Genesys Web Services, all components of the Gplus Adapter are implemented within Salesforce as a 100% thin-client architecture. This serves to expedite deployment and reduces costs. The Gplus Adapter also uses Genesys real-time orchestration to assign interactions to the best available agents.[/gsc_item][/section_content][section_grid tag_type="h2" background_clr="bgc-lgray" title="Technical specification"][sg_item title="Capabilities"] Contact and record lookup within Salesforce Screen pop records within Salesforce Call control with answer, hold/retrieve, transfer, conference, release, and forwarding Preview support for inbound calls Embedded media control and interaction data display Agent-state management Attached data view Update screen pop record with disposition details Scripts for custom screen pops and activity history Post-contact disposition for Genesys reporting [/sg_item][sg_item title="Supports"] Genesys Voice with full-feature all controls Genesys Chat Genesys Email Genesys Outbound Preview Genesys Enterprise Workload Management Agent supervisory features including silent monitoring, whisper coaching, and barge-in Agent-state management with not ready reason codes and after-call work reason codes Team Communicator for access to global and personal favorites, and agents, agent groups, and their availability statuses Recently dialed list [/sg_item][sg_item title="Software requirements"] Explorer, Firefox, and Chrome browser support (as stated by Salesforce) Genesys CIM version 8.1 or later Genesys Web Services version 8.5 or later [/sg_item][sg_item title="Salesforce integration"] Sales or Service Cloud Classic or Console mode Screen pop of records within the Salesforce interface Activity creation with post-interaction disposition [/sg_item][/section_grid][section_cta ctatype="filecta" text_theme="theme-dark" title="Take this information to go" background_img="143229" filecta_label="Download a PDF" filecta="4268"]

[section_header ctatype="filecta" background_clr="bgc-plum" text_theme="theme-dark" title="Gplus Adapter for SAP CRM" sub_title="Lower your total cost of ownership with an out-of-the-box integration between Genesys and SAP" image="9876" filecta_label="Download a PDF" filecta="9760" img_alt_text="Gplus Adapter for SAP CRM"][/section_header][section_grid background_clr="bgc-lgray"][sg_item title="Benefits"] Lower total cost of ownership Familiar SAP CRM interface Faster time to deployment Personalised customer service Reduced interaction times Decreased number of transfers Improved resolution rates Enhanced workflow efficiencies Complete customer information at a glance [/sg_item][sg_item title="Key Features"] Multi channel routing capabilities 360-degree view of the customer Unified agent desktop Outbound campaign management Seamless blending of front- and backoffice interactions Real-time delivery of interactions based on customer profiles Integrated, real-time statistics Screen pops with complete customer information SAP WebClient support [/sg_item][/section_grid][section_content][gsc_item format="content-a4" image="182018"]To provide a best-in-class customer experience, your sales and service staff must be equipped with a single desktop that unifies all customer interactions and expedites relevant and timely responses. Genesys enables this multi channel customer experience with the Gplus Adapter for SAP. Designed for SAP CRM, business warehouse, and enterprise resource planning (ERP) applications, the Gplus Adapter facilitates a fast, effortless deployment of a unified desktop. Gplus Adapter for SAP provides a pre-packaged integration between the Genesys product suite and SAP CRM applications. Your company will benefit from faster implementation times, decreased costs, and a smooth flow of information between the contact centre and the rest of the enterprise. The Gplus Adapter is fully supported by Genesys and SAP and includes customer support and professional services provided by Genesys. Deliver superior customer experience and reduce costs With the Gplus Adapter for SAP, you can resolve common customer experience pitfalls such as long queue times and multiple transfers. Combined with Genesys routing, customer interactions and associated tasks can be extended beyond the contact centre to mobile workers, knowledge workers, and other employees, resulting in shorter interaction times, fewer transfers, and increased efficiency of operations. Reduce cost of service and improve agent work environments with a unified desktop interface that integrates multiple interaction channels within the SAP Business Suite desktop. Your agents can now handle interactions across all media types for service, sales, and marketing. With a 360-degree view of the customer via SAP records, agents are able to achieve better first contact resolution and provide customers with a seamless multi-channel experience. Seamlessly integrate front-office and back-office interactions Allying best-of-breed products, the Gplus Adapter for SAP provides your employees with a familiar interface with added customer service functionalities. Instead of waiting for the next available agent, customers can be routed directly to the appropriate department, resulting in increased agent productivity and lower training costs. Orchestrate outbound campaigns Design and implement complex marketing and collections campaigns using the Gplus Adapter for SAP. Schedule outbound campaigns and assign activities to agents, re-schedule calls, record call outcomes, update call result records, and modify ongoing campaigns—all within the familiar SAP interface. Improve productivity with intelligent multimedia routing Through the use of Genesys routing capabilities, ensure the most critical items are handled first. The Gplus Adapter for SAP provides blended media routing of voice calls, emails, web chats, and work items. Guided by Genesys routing rules, interactions are prioritised in real time, matched, and assigned to the best agents based on customer profiles, class of service, history, and needs. Screen pops containing relevant customer information provide complete context of the existing relationship, enabling agents to personalise each interaction. Agents can handle up to six concurrent interactions. Genesys Chat is fully supported within the SAP chat user interface, providing agent controls such as Accept, Reject, Transfer Chat, End Chat, etc. Agents are able to switch effortlessly between chat sessions and can record, save, and email transcripts from each conversation. Leverage real-time statistics for maximum efficiency The Gplus Adapter for SAP improves efficiency through the use of real-time statistics. By integrating analytics into the SAP desktop, agents are better able to track and enhance their performance. Contact centre managers gain valuable insights into overall agent performance and can improve workforce collaboration, thus delivering quicker customer service while optimising agent workloads.[/gsc_item][/section_content][section_cta format="cta-t1" background_clr="bgc-lgray" fullname="Dwayne Calder" jobtitle="Managing Director" company="Insights & Enablement, Client Care" speakerquote="We’re thrilled with Genesys Cloud, our results to date, and the company’s vision for product innovation, security and stability. With its immediate and continuous delivery of new functionality, we can easily adopt technology advancements like artificial intelligence (AI) without expensive and time-intensive on-premises solution upgrades." companylogo="170057"][section_grid tag_type="h2" title="Technical specifications"][sg_item title="Supported Genesys features"] Genesys Email Genesys Chat Genesys Enterprise Workload Management Genesys Workforce Management Inbound and Outbound Voice Outbound voice campaigns Access to SAP data for intelligent routing Export of interaction data history into CRM account records [/sg_item][sg_item title="Software requirements"] Web browsers such as Internet Explorer 8.0 or later, Chrome, and Firefox Genesys Framework Genesys Digital Engagement Centre (for non-voice routing) Genesys Customer Interaction Management [/sg_item][sg_item title="Supported SAP versions"] SAP ERP or SAP R/3 Enterprise v4.5 or higher SAP CRM 3, 4, 5, 6, 7.0 (eHP1, 2, 3) [/sg_item][sg_item title="Supported platforms"] Windows Server 2008, 2012 Red Hat Enterprise Linux 6, 7 [/sg_item][/section_grid][section_cta ctatype="filecta" text_theme="theme-dark" title="Take this information to go" background_img="143229" filecta_label="Download a PDF" filecta="9760"]

[section_header ctatype="filecta" background_clr="bgc-plum" text_theme="theme-dark" title="Customer Interaction Management Platform v.8" sub_title="Enabling the new conversation" image="3973" filecta_label="Download a PDF" filecta="3974" img_alt_text="Genesys Customer Interaction Management Platform v.8"][/section_header][section_grid background_clr="bgc-lgray" title="Benefits"][sg_item] Provides a unified platform and a single queue for handling customer interactions from any channel—voice, video, IP telephony, email, chat, SMS, web, mobile, work item, and self-service. Enables advanced routing of every customer interaction via a universal routing engine. Allows you to achieve business goals related to the customer’s experience—cutting costs, meeting SLAs, and optimising the experience of high value customers. Orchestrates the resources of the company, including customer data and context, to provide a consistent customer experience across all touchpoints, while minimising costs. [/sg_item][sg_item] Centralises development and administration of customer workflow to simplify the management of all interactions. Provides an open, standards-based solution that can access data from legacy data systems and current databases with SOA across the enterprise. Supports a comprehensive application programming interface and software development kits (API/SDK), enabling a rich ecosystem of third-party applications. Leverages existing TDM, IP, cloud-based, and hybrid contact centre infrastructure to enable seamless migration to newer solutions. [/sg_item][/section_grid][section_content][gsc_item format="content-a4" image="182018" title="Customer service—an integral part of the business process"]One of the biggest challenges facing enterprises today is that customer service operates separately from the rest of the enterprise. Systems, channels, and applications operate in silos, creating an inconsistent customer experience and increased customer service costs. The Genesys Customer Interaction Management Platform solves this by managing customer interactions across all touchpoints. A single, integrated interaction environment The Genesys Customer Interaction Management (CIM) Platform is the core of the Genesys solution suite. It provides a single environment for designing, deploying, and managing real-time customer interactions. Interactions and related activities are routed and reported on based on your specific business criteria, providing a universal view for managing every customer interaction. Channels such as voice, email, web, video, SMS, chat, and mobile are funnelled through the Genesys CIM Platform and handled in a consistent manner according to company defined interaction strategies. Genesys CIM allows companies to virtualise their resources regardless of the deployment model—on-premises, in a cloud environment, or in a hybrid model. It’s easy to route interactions to a person regardless of their physical location. This opens up new service options, including leveraging non-contact centre personnel to optimise the customer experience and reduce contact centre staffing requirements. A unified set of development and administration tools makes customer treatment strategies easier to control, manage, and maintain. Integration with your existing contact centre infrastructure allows you to leverage that investment while deploying a state-of-the-art customer service platform. The Genesys CIM Platform directs a universal queue of all customer interactions via the industry’s most robust, flexible, and scalable routing engine—with the capacity to route nearly one million calls and over 40,000 emails per hour[/gsc_item][/section_content][omnitable theme="plum-alt"][omnitable_row headerrow="header-row"][omnitable_col span="span-2"] Genesys Composer [/omnitable_col][/omnitable_row][omnitable_row][omnitable_col] Features [/omnitable_col][omnitable_col] Benefits [/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]Single integrated development tool for all Genesys applications[/omnitable_col][omnitable_col] Improves productivity and shortens development cycle with common tools, look-and-feel, navigational metaphors, and component reuse Provides a graphical user interface for defining interaction processing stages, including real-time routing strategies and business process steps Improves productivity with personalised UI Allows users to isolate issues in the lab with visual debugging, saving time and expense [/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]Design end-to-end customer experience strategies for all channels[/omnitable_col][omnitable_col] Enables development of voice self-service applications and routing workflows based on business-driven use cases to improve the customer experience and optimise service delivery [/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]Supports integration to third-party plug-ins, including source code management system[/omnitable_col][omnitable_col] Allows design team to collaborate on application development while maintaining application integrity [/omnitable_col][/omnitable_row][/omnitable][omnitable theme="plum-alt"][omnitable_row headerrow="header-row"][omnitable_col span="span-2"] Genesys Administrator [/omnitable_col][/omnitable_row][omnitable_row][omnitable_col] Features [/omnitable_col][omnitable_col] Benefits [/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]Single, unified user interface (UI) for managing all Genesys applications[/omnitable_col][omnitable_col] Reduces deployment time and complexity Web based for zero footprint and ease of access Centralises log and alarm management for the entire Genesys environment [/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]Operational management of Outbound and Proactive Calling Sessions[/omnitable_col][omnitable_col] Enables managers and operations to load, start, stop, and manage campaigns with a centralised interface [/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]Automated solution deployment[/omnitable_col][omnitable_col] Deploy and configure complete local and remote solutions Install and configure any Genesys application Create and configure Genesys components [/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]Role-based access control for all Genesys configuration and resources for application management[/omnitable_col][omnitable_col] Delivers a consistent, personalised user experience Enables competent solution management, based on user role Opens solution management to diverse employees [/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]Operational parameter management[/omnitable_col][omnitable_col] Enables business users to modify voice routing and Genesys Rules through simple parameter data values [/omnitable_col][/omnitable_row][/omnitable][section_grid column="grid-1x1" tag_type="h2" title="Capabilities"][sg_item title="Paragraph headline goes here"]Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyam erat, sed diam voluptua. At vero eos et accusam et justo duo dolores et ea rebum. Stet clita kasd gubergren, no sea takimata.Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyan.[/sg_item][sg_item title="Paragraph headline goes here"]Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyam erat, sed diam voluptua. At vero eos et accusam et justo duo dolores et ea rebum. Stet clita kasd gubergren, no sea takimata.Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyan.[/sg_item][sg_item title="Paragraph headline goes here"]Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyam erat, sed diam voluptua. At vero eos et accusam et justo duo dolores et ea rebum. Stet clita kasd gubergren, no sea takimata.Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyan.[/sg_item][sg_item title="Paragraph headline goes here"]Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyam erat, sed diam voluptua. At vero eos et accusam et justo duo dolores et ea rebum. Stet clita kasd gubergren, no sea takimata.Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyan.[/sg_item][/section_grid][section_grid tag_type="h2" title="Systems supported"][sg_item title="Server OS support"] Red Hat Enterprise Linux Sun Solaris IBM AIX Microsoft Windows Server [/sg_item][sg_item title="IP switches"] Alcatel Broadsoft Cisco Unified Communication Manager Genesys SIP Server NEC Siemens IVRS Aspect Avaya Edify Envox Genesys Voice Platform IBM Intervoice Microsoft Nortel [/sg_item][sg_item title="Databases"] IBM DB2 MS SQL Server Oracle [/sg_item][sg_item title="Switches"] Aastra Alcatel Aspect Avaya DataVoice Digitro EADS Telecom eOne Genband Phillips Fujitsu Huawei Mitel NEC Samsung Siemens Tadiran Teltronics Tenovis [/sg_item][/section_grid][section_cta ctatype="filecta" text_theme="theme-dark" title="Take this information to go" background_img="143229" filecta_label="Download a PDF" filecta="3974"]

[section_header ctatype="filecta" background_clr="bgc-plum" text_theme="theme-dark" title="Genesys SoftAgent for Cisco" image="133778" filecta_label="Download a PDF" filecta="133777" img_alt_text="Genesys SoftAgent for Cisco"][/section_header][section_grid background_clr="bgc-lgray" title="Benefits" desc="Sustaining service levels is critical to your contact centre. You must ensure continual readiness to provide service if you want to retain customer loyalty and meet business goals. With effective tools, you can establish a path to business continuity for front, remote and back-office contact centre staff."][sg_item] Agent status features of Genesys without the need for workstation softphone Alternate agent controls should there be a workstation or CRM system failure Back-office workers integrated into the Genesys routing plan [/sg_item][sg_item] Monitoring web view to observe and manipulate agent status for an agent group or switch The ability to log out all agents in an emergency New phones types can be added as custom developments [/sg_item][/section_grid][section_content][gsc_item format="content-a4" image="182018"] Overview The Genesys SoftAgent application supports your need for agent availability by providing agent state controls on alternate devices such as desk phones or vendor equivalent software phones. Supervisors and team leaders can also take advantage of an optional activity monitor user interface to gain broader visibility of their respective team’s status, and manage availability of their team members. The SoftAgent application provides an alternative way to manage agent state when available workstation software doesn’t provide similar capabilities, isn’t accessible or when agents have a preference for working only with the phone interface. Features and functionality The SoftAgent application for Cisco allows web-enabled Cisco IP phone users to log in, go ready, not ready, set after call work (ACW) or log out from their phone using soft buttons on the phone display. When setting not ready, reason codes can be selected to more effectively communicate the state. Labels on the phone soft buttons are configurable in text and position. The design of the phone application accommodates the use of all the standard phone features and allocated buttons, and blends with other service applications enabled on the phone. The SoftAgent application supports Genesys and Active Directory login authentication, and is configurable via Genesys Administrator/CME. It also supports a load-balanced active-active high-availability model. The SoftAgent application combines Active Directory and Genesys security controls to constrain access and agent group visibility to the monitor. The optional Agent Activity Monitor allows management to access real-time agent status, including agent group or all extensions on a given switch, via any web browser. From this view, users can set one or more agents ready, not ready or log them out. This is an ideal tool to close the contact centre in an emergency or log out agents who are no longer available. Technical overview The SoftAgent for Cisco application is a combination of Cisco web-enabled phone sets, such as the 7900 series, Cisco UCM configuration and Microsoft Internet Information Services (IIS). The SoftAgent application resides on one or more IIS servers and access is controlled via Windows/IIS security policies. To support large-scale deployments (800 or more) of phone sets, it is recommended that multiple IIS servers be deployed in an active architecture with an HTTP load-balancer distributing requests. HTTP session management is not required. Phone set users are required to log into the Genesys infrastructure using their Genesys usernames, which may contain an optional password. The extension of the phone is discovered from the phone set. Users of the web-based Activity Monitor view are required to be logged into their workstation that uses Windows integrated security to perform single sign-on to the website. Further Windows security controls, in tandem with Genesys access security, may constrain access to the application and visibility to agent groups. About Genesys Professional Services Genesys Professional Services helps customers and partners succeed through expert business consulting and industry experience, unsurpassed software solution planning and training, proven implementation strategies, and experienced project management. We offer a wide variety of packaged and custom-tailored development solutions to provide an implementation strategy that meets specific client requirements.[/gsc_item][/section_content][section_grid tag_type="h2" background_clr="bgc-lgray" title="Technical requirements"][sg_item] Microsoft IIS version 6/7/7.5 Microsoft .NET 3.5 Framework Genesys CIM 7.5 through 8.1 Cisco UCM 7.x, UCM 8.x [/sg_item][sg_item] Cisco 7900 series web phones Cisco IP Communicator 7.x, 8.x Internet Explorer 7 through 9 Firefox 3 through 11 Chrome 6 through 18 [/sg_item][/section_grid][section_cta ctatype="filecta" text_theme="theme-dark" title="Take this information to go" background_img="143229" filecta_label="Download a PDF" filecta="133777"]

[section_header ctatype="filecta" background_clr="bgc-plum" text_theme="theme-dark" title="Genesys Connect Interaction Recorder" sub_title="Improve customer experience and manage compliance" image="90292" filecta_label="Download a PDF" filecta="90294" img_alt_text="Genesys PureConnect Interaction Recorder"][/section_header][section_content][gsc_item format="content-a4" image="182018"] Deliver on business objectives To improve customer experience, compliance and employee performance, interaction recording is essential for every modern customer service organisation. Through Genesys Connect™ Interaction Recorder, customer service operations can record interactions easily and cost-effectively, enabling you to identify training needs and continuously improve quality and employee performance. Increase first contact resolution and ensure compliance Connecting customers with well-trained and knowledgeable contact centre agents who can answer questions effectively or resolve a problem on the spot increase first contact resolution and delivers better customer experience. Analyse recorded interactions to identify and remedy potential root causes for missed first contact resolution. Ensuring regulatory compliance begins by recording all interactions and every part of the conversation—even if it is a multisite conversation. When resolving a customer complaint or dispute, you need to find the relevant recorded interaction quickly. The Genesys Connect Interaction Recorder ensures you record 100% of interactions and quickly retrieve them when necessary. The lower total cost of ownership through an integrated approach Interaction Recorder is fully integrated with the Genesys Connect contact centre platform. A simple licensing file is all that’s needed to activate the solution. Your customer service organisation benefits immediately because configuration and administration are done through one platform. And you can streamline file management and archive with intuitive categorisation and policy-based recording. Single sign-on and role-based access ensure that only authorised employees can view recorded interactions. And because Interaction Recorder is software-based, you can reduce costs by eliminating expensive proprietary recording hardware. Extend the value of your recorded customer interactions Many organisations use recordings for more than compliance and quality monitoring to add value to the investment. When used with the real-time speech analytics capabilities of the Genesys Connect Interaction Analyser, alerts are sent about potentially problematic interactions, allowing supervisors to intervene, as needed, to create positive outcomes. Supplement new employee training programs with real interactions—a great way to let new employees experience the right and wrong way to handle interactions. Recordings help determine where process improvements are needed to enhance the customer experience. Get the most out of workforce engagement management Interaction Recorder is one of several Genesys Connect workforce management (WFM) applications aimed at enhancing performance to achieve operational goals. The Genesys Connect WFM app provides feature-rich functionality for multichannel interaction recording, quality management and workforce management, along with strategic planning, customer feedback and real-time speech analytics.[/gsc_item][/section_content][section_grid background_clr="bgc-lgray" title="Benefits"][sg_item title="Improved customer experience"] Record the end-to-end customer experience to identify training opportunities Evaluate audio and screen recordings to identify contact centre agent or process delays Reduce time to resolve customer disputes [/sg_item][sg_item title="Reduced administration costs"] Streamline administration using one solution for interaction routing and recording [/sg_item][sg_item title="Reduced deployment costs"] Native solution uses existing Genesys Connect platform infrastructure [/sg_item][sg_item title="Reduced penalties and fines"] Record 100% of customer-agent conversations to meet compliance and regulatory requirements [/sg_item][/section_grid][section_grid tag_type="h2" title="Key features"][sg_item] Real-time monitoring PCI-DSS compliance Export recordings Archive recordings Single desktop interface Encryption (256-bit AES) [/sg_item][sg_item] Omnichannel recording Screen recording Rules-based policy recording Multisite recording Search and retrieve [/sg_item][/section_grid][section_cta ctatype="filecta" text_theme="theme-dark" title="Take this information to go" background_img="143229" filecta_label="Download a PDF" filecta="90294"][/section_cta]

[section_header ctatype="filecta" background_clr="bgc-plum" text_theme="theme-dark" title="User Data Management Console for the Genesys Cloud platform" sub_title="More easily manage data per GDPR regulations" image="103155" filecta_label="Download a PDF" filecta="103153" img_alt_text="User Data Management Console for the PureCloud platform"][/section_header][section_grid background_clr="bgc-lgray"][sg_item title="Benefits"] Embedded solution that enables data management without leaving the Genesys Cloud platform Easy-to-use interface that requires little or no training Accessibility of GDPR for Genesys Cloud at work, at home or anywhere with internet access [/sg_item][sg_item title="Key Features"] Export contact information locally Delete contacts from the Genesys Cloud system Monitor requests to see progress [/sg_item][/section_grid][section_content][gsc_item format="content-a4" image="182018"] Embedded data management The Genesys Cloud® User Data Management Console is an easy-to-use tool that manages your customers’ data as part of the General Data Protection Regulation (GDPR). This AWS cloud-hosted dashboard allows a user to independently respond to data requests for export or deletion. When a request has been submitted, users can view the status of their requests through a historic dashboard. General Data Protection Regulation GDPR is a regulation within the European Union concerning customer access to data and data protection. The User Data Management Console assists with some of these common requests. Quick implementation The User Data Management Console is a prebuilt, cloud-hosted, Genesys Professional Services application that can be quickly added and set up in your Genesys Cloud organisation. This reduces the burden on IT by eliminating the need to build out and maintain your own solution or use manual processes every time you need to access your customer data. Simplified solution Save time on administrative tasks and allow your teams to focus on giving your customers the service they expect with an easy-to-use interface directly embedded within the Genesys Cloud platform. Your data personnel can quickly request an export of user data, delete user data from the system and see all outstanding requests that have been placed to the platform.[/gsc_item][/section_content][section_cta ctatype="filecta" text_theme="theme-dark" title="Take this information to go" background_img="143229" filecta_label="Download a PDF" filecta="103153"][/section_cta]

[section_header ctatype="filecta" background_clr="bgc-plum" text_theme="theme-dark" title="Data Tables for the Genesys Cloud platform" sub_title="Advanced data hosting for your IVR platform" image="124019" filecta_label="Download a PDF" filecta="124020" img_alt_text="Data Tables for the PureCloud platform"][/section_header][section_content][gsc_item format="content-a4" image="182018"]Data Tables for the Genesys Cloud® platform provides low-cost database tables that are accessed from the Genesys Cloud IVR. Typically, your IVR reaches out to an external system to retrieve data and make informed routing decisions based on it. With Data Tables for the Genesys Cloud platform, the solution acts as a back-end storage system from which the Genesys Cloud IVR retrieves and updates data. Easy administration This Amazon Web Services (AWS) cloud-hosted app includes a simple administrative interface to manage storage and administration. Creating or updating a table is as simple as uploading a file. Data Tables stores data directly from a CSV document into a cloud-hosted database. When the database is no longer needed, it can be removed through a few simple clicks. Quick implementation Data Tables for the Genesys Cloud platform is a prebuilt, cloud-hosted, Genesys Professional Services application that you can quickly add and set up in your Genesys Cloud organisation. This reduces the burden on IT—eliminating the need to build out and maintain your own solution.[/gsc_item][/section_content][section_grid background_clr="bgc-lgray"][sg_item title="Benefits"] Easy-to-use interface that requires little or no training Eliminates the need for extra database hardware for simple IVR data applications Allows data access and manipulation through Genesys Cloud Architect data actions Allows for querying data based on any column within the CSV document [/sg_item][sg_item title="Key Features"] Access data from Genesys Cloud IVR through web service requests Query for data based on the uploaded CSV file name and a query key Easy-to-manage administrative interface to upload, download and delete CSV documents Read, append or modify records from within the Genesys Cloud Architect IVR Store up to 50,000 rows; 45 columns and up to 50 MB of data Up to five tables per organisation [/sg_item][/section_grid][section_cta ctatype="filecta" text_theme="theme-dark" title="Take this information to go" background_img="143229" filecta_label="Download a PDF" filecta="124020"][/section_cta]

[section_header ctatype="filecta" background_clr="bgc-plum" text_theme="theme-dark" title="Genesys Connect Solutions for unified communications" sub_title="Get rich IP PBX communications in one powerful platform" image="308443" filecta_label="Download a PDF" filecta="308501" img_alt_text="PureConnect Solutions for unified communications"][/section_header][section_content][gsc_item format="content-a4" image="182018" title="The next wave of intelligent business communications"]How a communications solution is built on the back-end tells a lot about how it will perform on the front-end. Pieced-together unified communications (UC) systems are full of complexity and steal energy from your enterprise. A more intelligent approach is a single, all-in-one platform that creates more power. The features in a UC solution might link media channels and users more tightly, but most UC frameworks lack any actual unification. They’re mostly stitched-together products from different vendors with a UC banner wrapped around them. Genesys created our IP telephony software on a single integrated platform—making it an all-in-one solution for all types of communications and business functions. Genesys Connect for Unified Communications is powerful enough to unify your entire enterprise. More importantly, with a complete N+1 architecture for all media operations, Genesys Connect for Unified Communications is much more scalable than those pieced-together UC systems. With one platform, enterprises smartly connect departments, workgroups, contact centres, branch offices, and remote and mobile workers. The platform extends call control and messaging to the desktops of multiple users—from 100 to 15,000—and ACD capabilities for up to 5,000 contact centre users. It also scales up or down, as needed. In addition, companies can use advanced capabilities, such as outbound predictive dialling and business process automation with applications and licensing—without having to tack on more systems.[/gsc_item][/section_content][section_grid column="grid-1x1" tag_type="h2" background_clr="bgc-lgray" title="Capabilities"][sg_item title="Single all-in-one platform approach"]Genesys Connect enables you to better control communications while reducing costs. The solution centralises multichannel processing, system configuration, administration and reporting. And because you don’t have to source multiple vendors, require fewer servers and will have a smaller data centre footprint, you will see a dramatic reduction in equipment and operational costs.[/sg_item][sg_item title="Easy deployment and administration"]Auto-configure Genesys Connect gateways for IP networks and VoIP, then auto-provision and manage cost-saving IP phones—or use Interaction SIP Station™ call control devices to save even more money. The Genesys Connect Interactive Update™ application even handles service updates automatically.[/sg_item][sg_item title="Scalable all-software architecture"]Genesys Connect incremental application licensing makes scalability straightforward and cost-effective, as does its multisite location independence and disaster recovery. With this capability, you can deploy and manage applications—as needed, when needed—even to multiple sites and users wherever they’re located. The reliable, integrated Genesys Connect application suite eliminates unstable voice processing cards and all the points of potential failure that come with multi-system configurations.[/sg_item][sg_item title="Complete voice and interaction functionality"]With Genesys Connect, you get a dial tone, plus multichannel queuing and routing, IVR, speech-enabled auto-attendant, unified messaging, conferencing, presence management and more. At the desktop level, Genesys Connect is a straightforward and intuitive client application that instinctively makes users and interaction processes much more efficient.[/sg_item][sg_item title="Cost-effective multichannel customer service"]Calls, faxes, email, webchat, SMS, online forms and social media—Genesys Connect handles all types of communications quickly and consistently. The streamlined real-time monitoring and end-to-end reporting capabilities of Genesys Connect make it easy to ensure service quality across channels. Advanced applications for multichannel recording and scoring, as well as automated post-call satisfaction surveys, improve service performance on a continuous basis.[/sg_item][sg_item title="Mobile support for location-independent use"]Put Genesys Connect mobility-based applications in the hands of your sales force and field technicians to give them the same functionality as their in-office counterparts: company-wide presence, one-number Find-me/Follow-me, conferencing, ad-hoc call recording, unified messaging as well as speech-enabled access to email, calendars and contacts. Mobile users can leverage softphones, smartphones, email clients and web browsers to access the Genesys Connect system from anywhere.[/sg_item][/section_grid][section_grid title="Benefits" desc="One platform for your entire business"][sg_item title="Remote Workers and Mobile User Features"] Web Client Mobile Client, corporate extension and virtual office One-number Follow-me/Find-me Interaction Mobile Office™ [/sg_item][sg_item title="Scalability"] 100 to 15,000 business users Up to 5,000 ACD users Support growth by adding servers Small or large—license only for what you need [/sg_item][sg_item title="Contact Centre Features"] ACD IVR Web services Internet chat server Quality monitoring Easy integration to CRM and business applications Integrations for social media monitoring Knowledge management and auto-response Real-time speech analytics Workgroup options [/sg_item][sg_item title="Advanced Applications"] Business process automation—in the enterprise and contact centre Screen recording Automated post-call satisfaction surveys Workforce management Intelligent multisite routing Graphical application generator Third-party PBX integrations [/sg_item][sg_item title="System Administrator and IT Professional Features"] End-to-edge security and encryption with Secure Real-time Transport Protocol (SRTP) and Transport Layer Security (TLS) Completely redundant architecture —Support for virtual servers Ease of deployment—Private cloud deployment option Interaction Update™ auto-updater Auto-provisioning for Polycom® phones Interaction Recorder® Interaction Administrator® Interaction Attendant® Interaction Conference™ for conferencing more than 250 parties Interaction SIP Station™ API - Interaction Centre Extension Library (IceLib) [/sg_item][sg_item title="Enterprise-wide Capabilities"] IP PBX call processing Full-featured operator console Complete desktop phone features Enhanced desktop client features SIP softphone Real-time presence management On-demand call recording and monitoring Conferencing for up to 250 parties Corporate and workgroup directories Embedded call controls for desktop applications Instant messaging Voice mail and unified messaging Multilingual support Reporting [/sg_item][/section_grid][section_cta ctatype="filecta" text_theme="theme-dark" title="Take this information to go" background_img="143229" filecta_label="Download a PDF" filecta="308501"][/section_cta]

[section_header ctatype="filecta" background_clr="bgc-plum" text_theme="theme-dark" title="AudioCodes Management and Monitoring Applications for Genesys" image="4039" filecta_label="Download a PDF" filecta="4040" img_alt_text="AudioCodes Management and Monitoring Applications for Genesys"][/section_header][section_grid background_clr="bgc-lgray" title="Highlights"][sg_item] Enables simple and low risk deployment of SIP-based contact centres Assures high-quality voice Reduces operating expense and total cost of ownership [/sg_item][sg_item] Simplifies identification of network issue and fault management Reduces administrative overhead Eliminates the need for expensive external probes [/sg_item][/section_grid][section_content][gsc_item format="content-a4" image="182018"]Your IT department knows that when every component of your contact centre operates flawlessly, you’re able to deliver the continuous service customers expect. IT is also responsible for responding rapidly when needs of your business change, whether the requirement is adding new agents or endpoints or deploying mass software updates and configuration changes. In partnership with AudioCodes, Genesys can simplify the centralised management and monitoring of your contact centre. A Genesys and AudioCodes solution eliminate the need to switch between multiple tools to monitor and manage your network and endpoints. The unique integration between Genesys IP phones and AudioCodes network monitoring tools enables you to pinpoint problem areas instantaneously, giving you everything needed for end-to-end management of performance and reliability of your contact centre. With AudioCodes Element Management System, you can manage your network and endpoints, quickly identify and resolve voice service problems, and act to prevent problems. The Session Experience Manager is a VoIP network monitoring and troubleshooting application. Together, they provide a proactive detection-correction function resulting in continuous service availability. Element Management System Element Management System is a centralised management tool for the AudioCodes product portfolio, including session border controllers, media gateways, and IP phones. Element Management System includes: Full coverage of the entire set of actions required to manage the voice network Support for mass software updates and configuration changes Remote management and control of IP phones at any location Session Experience Manager Session Experience Manager is an intelligent monitoring and troubleshooting analysis tool that enables IT managers to quickly identify, fix, and prevent issues that can affect users’ voice experience. Session Experience Manager includes: Real-time monitoring of the entire VoIP network’s quality, including the data centre, branches, and remote agent sites Proactive detection and prevention of issues before they are noticed by users Quick identification and repair of issues once they occur Embedded probing capability to spotlight specific issues [/gsc_item][/section_content][omnitable theme="plum-alt"][omnitable_row headerrow="header-row"][omnitable_col span="span-2"] Technical Specifications [/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]Northbound Interfaces[/omnitable_col][omnitable_col]Network Management System: Commands and traps are relayed via the AudioCodes API[/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]Supported devices[/omnitable_col][omnitable_col] Mediant 500/ 800/ 1000/ 2000/ 2600/ 3000/4000/ 9000 Mediant VE and Mediant SE 400HD IP phone family Media Pack device [/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]Telecommunications Management Network Standards support[/omnitable_col][omnitable_col]International Telecommunications Union recommendation M-3010 series[/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]Fault, configuration, accounting, performance, and security (FCAPS) functionality[/omnitable_col][omnitable_col]Provides: Fault management Configuration and provisioning Administrative support Performance management Security functions [/omnitable_col][/omnitable_row][/omnitable][omnitable theme="plum-alt"][omnitable_row headerrow="header-row"][omnitable_col span="span-3"] Session Experience Manager (SEM) [/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]Call rating measured metrics[/omnitable_col][omnitable_col]Mean Opinion Score / Jitter/ Packet Loss/ Delay (or Latency) / Echo[/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]Call rating measured metrics[/omnitable_col][omnitable_col]Mean Opinion Score / Jitter/ Packet Loss/ Delay (or Latency) / Echo[/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]Supported devices and server[/omnitable_col][omnitable_col]AudioCodes session border controllers, media gateways and IP phones[/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]Network topology[/omnitable_col][omnitable_col]Entire network/ selected devices/ selected links/ per time selection[/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]Call details[/omnitable_col][omnitable_col]Call lists (per device/link)/ Extensive voice quality details[/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]Call trend statistics[/omnitable_col][omnitable_col]Alarms from devices, activated upon userdefined thresholds: Active alarms/ alarm history/ alarm details in both active and historical views Search entire alarm table for any data string [/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]Alarms[/omnitable_col][omnitable_col]ITU-T recommendation M.3010 series; fault, configuration, accounting, performance, and security alarming[/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]Reports[/omnitable_col][omnitable_col]Network (per device/link)/ trends/ top users[/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]Users[/omnitable_col][omnitable_col]Connection to Active Directory/ end users’ satisfaction list/ end users’ satisfaction dashboard/ contact end users directly from Session Experience Manager[/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]Supported platforms[/omnitable_col][omnitable_col]VMware[/omnitable_col][/omnitable_row][/omnitable][section_cta ctatype="filecta" text_theme="theme-dark" title="Take this information to go" background_img="143229" filecta_label="Download a PDF" filecta="4040"]

[section_header ctatype="filecta" background_clr="bgc-plum" text_theme="theme-dark" title="Multimedia Connector for Skype for Business" sub_title="Power the world’s best customer experience with Genesys and Skype for Business" image="4169" filecta_label="Download a PDF" filecta="4170" img_alt_text="Multimedia Connector for Skype for Business"][/section_header][section_grid background_clr="bgc-lgray"][sg_item title="Benefits"] Unify customer journeys across Skype for Business and all other digital channels Increase first contact resolution through collaboration with subject matter experts throughout the organisation Decrease handle time with quick and easy access to instant messaging, voice, video and screen share Deliver great customer experience with a fully integrated suite of contact centre solutions Simplify administration and installation with native Unified Communications Managed API-based integration Improve operational flexibility for on-premise, hybrid or cloud-based deployment models [/sg_item][sg_item title="Key Features"] Genesys omnichannel routing, reporting and journey analytics for Skype for Business media channels as well as other digital channels Native and certified integration with Skype for Business infrastructure and endpoints Integrated agent desktop manages all incoming interactions Consolidated corporate directory and presence Enterprise-wide multimodal collaboration Skype for Business federation support On-premise, hybrid or cloud-based deployment models [/sg_item][/section_grid][section_content][gsc_item format="content-a4" image="182018"]When customers interact with your company, they want the ability to use their preferred channel and have their issues resolved quickly. Most importantly, customers want an effortless experience. Together, Skype for Business and the Genesys Customer Experience Platform empower companies of all sizes to provide seamless, consistent and contextual customer journeys that enable great relationships and business results. Enrich your customer experience Provide rich customer experiences with ubiquitous access to all Skype for Business channels, including instant messaging, voice and video, along with other channels—email, social and web. Unified customer journeys and analytics across Skype for Business and other channels enable businesses to better anticipate customer needs to provide a truly exceptional customer experience across all engagements. Extend customer service throughout the enterprise Reduce effort for your customers and your team. Agents are given the information they need to personalise every interaction, including the customer’s profile, contact history and context of the interaction. Agents can quickly collaborate—using Skype for Business voice, instant messaging or video—with any available expert across the enterprise to expedite first contact resolutions of customer inquiries. This puts the enterprise—not just the contact centre—at the service of the customer. Innovate with best-of-suite customer engagement Customer experience is critical to your organisation. When selecting your customer engagement platform, choose a partner with a proven track record, a strong vision and the scale and expertise needed to add value at every step. Genesys has been a leader in the Gartner Magic Quadrant for Contact Centre Infrastructure for nine years running—and the only leader with a Skype-certified solution. Core capabilities of the Multimedia Connector for Skype for Business include omnichannel routing, consolidated analytics and a unified desktop. And you can easily expand the platform to include self-service, outbound, workforce optimisation and workload management. Choose native integrations Not all integrations are created equal. Skype for Business is natively integrated with the Genesys Customer Experience Platform, which eliminates complexity and makes it easier to install, administer and support. This also lowers cost of ownership. Additionally, native integrations can take advantage of new capabilities immediately, as they are added to the Skype for Business platform. Using a solution that is Microsoft “Certified for Skype for Business” assures compatibility and reliability—and protects your investment. Virtualise operations Forward-looking companies seek a unified communications solution to lower infrastructure and integration costs. Genesys and Microsoft deliver flexible architectures that are deployed globally in organisations large and small. Discover the benefits of virtualising operations with the ubiquity of Skype for Business and the intelligence of the Genesys Customer Experience Platform. Virtualisation removes geographical restrictions and can help your operation scale to handle a higher volume of customer inquiries more efficiently. It also makes it possible to eliminate local PBXs and ACDs, further reducing total cost of ownership. There is no one-size-fits-all solution for contact centre architectures; choose from on-premise, partner-hosted and hybrid cloud deployment models, depending on your company’s needs. Regardless of which option you choose, our proven best practices guarantee optimal use of integration capabilities that will maximise ROI.[/gsc_item][/section_content][section_cta format="cta-t1" background_clr="bgc-lgray" fullname="Luc Greefs" jobtitle="Director of Shared Technology and Infrastructure Delivery" company="Cegeka" speakerquote="Integrating Genesys Engage with Microsoft Skype for Business gives us a whole lot of advantages. With more dynamic and flexible communications, we’ve improved collaboration while moving to a software based system. This means we can easily assimilate acquired companies’ systems." companylogo="306491"][/section_cta][section_cta ctatype="filecta" text_theme="theme-dark" title="Take this information to go" background_img="143229" filecta_label="Download a PDF" filecta="4170"][/section_cta]

[section_header ctatype="filecta" background_clr="bgc-plum" text_theme="theme-dark" title="Technical Account Manager" sub_title="A trusted advisor and main point of contact to maximise your on-premise Genesys environment" image="4069" filecta_label="Download PDF" filecta="4070"][/section_header][section_grid column="grid-1x1" background_clr="bgc-lgray"][sg_item title="Benefits"] Main source of contact at Genesys for your organisation Proactive advocate who drives issues to resolution and provides constant updates Communications expert to manage and align all internal and external stakeholders’ needs Key resource that tracks open cases and runs performance metrics [/sg_item][/section_grid][section_content][gsc_item format="content-a4" image="182018"] Minimise risk across your environment Your business demands top performance, but as your integrated systems grow more advanced and you adopt multiple solutions, your overall environment becomes more complex, putting your operations at higher risk. With the Genesys Technical Account Manager you receive a highly experienced and trusted partner who works with you to manage critical stakeholder communications and identify risk early. This helps to reduce downtime, avoid downstream issues, and minimise the overall risk across your environment. As your main Genesys contact, your Technical Account Manager drives and streamlines conversations and ensures alignment among your departments, with Genesys teams, and with other external partners. A Technical Account Manager has a solid understanding of your business goals, operations, and mission-critical environments. They can also advise you in preparing for shifts in your technology solution or recommend solutions for business advancements. Profit from proactive advocacy The Technical Account Manager is your Genesys advocate who: Flags critical path items and ensures remediation plans are clear Enables quick and effective support specific to your unique environment through Genesys Customer Care Represents your needs during Genesys product lifecycle planning Leverages collective knowledge across technical teams, platform infrastructure interfacing systems, call flows, and reference documents Advises you on training, staffing, and other valuable services Manages regular reviews to discuss operational issues, track open cases, and support performance metrics Ideal for companies experiencing change Many external factors can greatly impact a company’s workload and put programs at risk, even with highly skilled IT, engineering, and project teams in place. A Genesys Technical Account Manager is an ideal addition for: Management of systems consolidations after mergers/acquisitions Multi-site implementations Parallel application or complex offer deployments Ongoing management of complex environments Integration of Genesys with other technologies For on-premises environments, a Technical Account Manager is included as part of Genesys Premium Care or added to Business Care Plus as a Flex Care option. Here is a summary of the additional Genesys Flex Care support options available to help you tailor your support experience based on your current business needs and the position in the lifecycle of your Genesys solution.[/gsc_item][/section_content][omnitable column="col-three"][omnitable_row headerrow="header-row"][omnitable_col] Flex Care [/omnitable_col][omnitable_col span="span-2"] Feature Description [/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]Custom Application Support[/omnitable_col][omnitable_col span="span-2"]Delivers support for custom-developed modules, applications, and solutions developed by Genesys and selected partners[/omnitable_col][omnitable_col]Extended Support[/omnitable_col][omnitable_col span="span-2"]Delivers advice and best-effort error investigation and rectification (hot fixes excluded) on the configuration and operation of the end-of-service (EOS) software[/omnitable_col][omnitable_col]Special Event Support[/omnitable_col][omnitable_col span="span-2"]Gives your staff preferred status attention from select Customer Care resources during special events that could stress your environment[/omnitable_col][omnitable_col]Support Architect[/omnitable_col][omnitable_col span="span-2"]Partners as a designated technical expert to work with your team to achieve platform stability through continuous environment risk analysis, remediation action plans, optimisation recommendations, and capacity planning[/omnitable_col][omnitable_col]Technical Account Manager[/omnitable_col][omnitable_col span="span-2"]Works as a designated, trusted advisor who establishes and maintains a solid understanding of your business goals, operations, and priorities. Also acts as a main point of contact to mitigate risk, resolve issues, advise on training, and manage regular reviews for discussion of open issues and future project/product feature implementation planning[/omnitable_col][/omnitable_row][/omnitable][section_cta format="cta-t1" background_clr="bgc-lgray" company="Global Telecommunications Company" speakerquote="The Technical Account Manager was able to set expectations on the VHT memory leak, provide assurance that we continually focus on improving QA, and most importantly secure his place at the table as a trusted advisor."][section_cta ctatype="filecta" text_theme="theme-dark" title="Take this information to go." background_img="143229" filecta_label="Download a PDF" filecta="4070"]

[section_header ctatype="filecta" background_clr="bgc-plum" text_theme="theme-dark" title="Improve Customer Experience with an Enhanced Salesforce Implementation" image="4105" filecta_label="Download a PDF" filecta="4106" img_alt_text="Improve customer experience and efficiency with an enhanced Salesforce implementation"][/section_header][section_grid background_clr="bgc-lgray"][sg_item title="Benefits"] Easy setup with out-of-the-box integrations Immediate ROI with improved agent efficiency Personalise all customer interactions Full business intelligence analytics drive actionable insights [/sg_item][/section_grid][section_content][gsc_item format="content-a4" image="182018"] Genesys-Salesforce integration As organisations leverage the power of Salesforce for both sales and service, it is critical they focus on providing a great customer experience across all communications channels. Customers expect personalised, relevant and timely information—whether they call in to a company or they receive messages from the companies they do business with. Genesys easily integrates with Salesforce, giving organsations the tools needed to provide a seamless and consistent customer experience. When organisations handle inbound inquiries from customers, the Salesforce integration enables businesses to easily enhance their Salesforce implementations with powerful features that improve caller experiences and increase business productivity. The integration enables automated case/lead creation and look-up, personalised call routing and agent screen-pops with the ability to pass information and custom objects to the agent. Only with Genesys can you easily add both automation and customised call handling. Additionally, when proactively contacting customers, organisations can quickly execute campaign calling lists from Salesforce. Businesses can implement multichannel outbound campaigns including alert messaging, outbound IVR, predictive/preview/manual dialling, email and text messaging. Plus, after an outreach attempt is completed, results are automatically written into the activity log of the customer record. Solution overview With the Genesys-Salesforce integration, you can add data-driven automation through self-service IVR applications by accessing Salesforce data at the outset of every call. This enables each and every call to be personalised utilising the Genesys CTI and screen pops. As a result, you can focus solely on the customer and position your business as best-in-class and not worry about your technology solution. Genesys integrates with both Salesforce for Service Cloud and Salesforce for Sales Cloud. Benefits for Salesforce for Service Cloud users: Personalise customer interactions: Use a “data-dip” of the customers’ account information and previous case history to greet each customer with a personalised message. Customise automated options for callers upfront: Present customers with the status of their case first through a self-service IVR application, and then give them the option to re-open the case, update that case or transfer to an agent. Interact with customers naturally: Use the highly effective speech recognition engine to save callers time Screen-pop customer data to an agent: Leverage the Genesys CTI to customise a screen-pop with all information gathered through the self-service application, along with any customer’s previous history, allowing the agent to provide a more personalised experience. Enable automated secure transactions: Transfer the customer to the self-service application menu for payments or other sensitive transactions and then the agent can take back the call to continue the conversation, leading to a more effective first-call resolution. When tickets are closed, automatically send multi-channel customer surveys with the ability to escalate to live agents when necessary. Benefits for Salesforce for Sales Cloud users: Automatically capture consumer information to instantly create leads such as name, address and phone number prior to delivering the inbound call to the sales agent. Execute proactive campaigns utilising lists of leads, contacts and cases for outreach via Genesys Proactive Customer Communications platform. Enable priority routing for inbound calls to ensure all “hot-leads” jump to the front of the queue to increase closure rates. Create customised, multi-channel contact strategies to new leads or updated contacts in real-time. Store details about all customer communications (date, time, duration, agent, call result) and recordings in the Salesforce record. Enable your agents to offer a more tailored experience by presenting a custom screenpop, including relevant call history, using the Genesys Cloud CTI plugin. Provide screen-pops with information gathered from inbound and outbound interactions and previous history using Genesys Cloud CTI, allowing agents to provide a more tailored experience. Simplify the agent experience by eliminating multiple systems needed and increase productivity through a single integrated, multichannel user interface. Gain insight into your pipeline via simple inbound calls. Managers can call in and obtain a voice rendition of their opportunities reports and pipeline status. The Genesys and Salesforce integration advantage Improve customer experience Customer interactions are mapped against Salesforce objects to find a record match based on the caller’s phone number or any other defined data point. Genesys then screen-pops the Salesforce record via Genesys CTI to the agent along with any other data collected. This allows the agent to greet the caller in a personalised manner, enhancing the customer experience. Tap into the Genesys Customer Experience Platform to provide superior customer experience including Self-Service Inbound IVR, Proactive Customer Communications and Virtual Call Centre/Cloud ACD. Increase agent efficiency Save your sales or support staff time and increase the accuracy of your data. Agents can quickly place outbound calls by clicking on a phone number from any Salesforce record, whether they include cases or contacts. All calls placed are automatically logged in Salesforce, including call results, call details and any customer information. This automation increases agent productivity and ensures a systematic tracking of all call activities. Additionally, all incoming calls are automatically logged into Salesforce based on the parameters set up, such as by case or contact. Deploy and maintain The Genesys and Salesforce integration does not require any you to install any hardware or software. It is easy to deploy and can be accessed through any browser such as Internet Explorer, Chrome, Firefox or Safari, and any operating system, eliminating any dependency on IT to install or manage. Plus, Genesys-Salesforce integration is compatible with both US and international phone numbers over a PSTN or IP network for added flexibility.[/gsc_item][/section_content][section_cta ctatype="filecta" text_theme="theme-dark" title="Take this information to go" background_img="143229" filecta_label="Download a PDF" filecta="4106"]

[section_header ctatype="filecta" background_clr="bgc-plum" text_theme="theme-dark" title="Genesys Reference Architecture Blueprints" image="4027" filecta_label="Download a PDF" filecta="4028" img_alt_text="Genesys Reference Architecture Blueprints"][/section_header][section_grid background_clr="bgc-lgray"][sg_item title="Benefits"] Ensures optimal integration of all capabilities and channels to maximise ROI Accelerates deployment to realise benefits more quickly Reduces project risk by leveraging a proven architecture validated by Genesys engineering Reduces cost by addressing sizing, deployment, and on-going operational needs [/sg_item][sg_item title="Blueprints Include"] Logical architecture Deployment view, including virtualisation Central and multi-site configurations Supported call flows and use cases Integration, configuration, and sising guidelines [/sg_item][/section_grid][section_content][gsc_item format="content-a4" image="182018"]Customers use a wide variety of channels to connect with your business for sales and support. To address their needs, you’ve deployed contact centre solutions to bridge the gap between your customers, employees, and back-office systems. Contact centre solutions have evolved to become customer experience platforms, reflecting the vast number of channels, intelligence, and analytics that they offer to orchestrate optimal service experiences. Deploying your customer experience platform correctly is critical to maximise your return on investment and the benefits it delivers for your customers, employees, and operational staff. The Genesys Customer Experience Platform has been deployed globally in organisations large and small to meet the needs of businesses just like yours, enabling us to establish best practices and package this knowledge within architecture blueprints. Genesys Reference Architecture Blueprints are a framework to help partners and customers deploy a proven architecture to meet common business use cases. They deliver a set of standardised tools and proven design patterns based on analysis of real-world implementations. They are a tool to help to understand and replicate best-practice approaches. These blueprints describe a proven architecture on which standard and custom use cases are layered. Genesys has defined standard use cases that include the business benefits, logic, and analytics to help you quickly see measurable results. Blueprints detail the Genesys and thirdparty components in the solution along with deployment guidance for topics including sising, networking, security, high availability, disaster recovery, and serviceability. Genesys engineers have validated each blueprint to deliver consistent, low-risk deployment with optimised business operations.[/gsc_item][/section_content][section_grid tag_type="h2" title="Reference Architecture Use Cases" desc="Genesys Reference Architecture Blueprints address the following use cases:"][sg_item title="Common Components"] Orchestration— Business rules to control the routing of interactions in the contact centre, including real-time visibility into contact centre resources and integration into external services for enhanced business routing decisions Reporting—Web-based access to real-time and historical reporting across all interactions and channels Configuration and Management—Centralised configuration and management of all Genesys applications and resources [/sg_item][sg_item title="SIP Voice Blueprint Use Cases"] Contact Centre Services—Routing to agents, agent desktop, supervisor functions, and outbound dialing Media Services—Announcements, music on hold, qualification and parking, conferencing, call progress detection, call recording, and voicemail Voice Communications—Phone features (make call, transfer, forwarding, caller ID, conferencing), dial plans, voicemail, etc. [/sg_item][sg_item title="Digital Channels Blueprint Use Cases"] Proactive Engagement—Monitor, identify, and proactively engage web visitors in conversations that support business objectives Chat—Provide live assistance to customers via chat Email, SMS, and Social—Provide text analysis, routing, and distribution of customer service emails, text messages, and social media comments to optimal agents Mobile Engagement and Callback—Enable customers to request customer service on their terms from mobile phones or other devices [/sg_item][sg_item title="Interaction Analytics and Recording Blueprint Use Cases"]  Interaction Acquisition—Voice, screen, and text recording for compliance and control Analytics Processing—Recognition, indexing and categorisation of all acquired interactions Dashboards and Reporting—Drill-down on categories/KPIs, search/trending/ discovery, quality management, and coaching [/sg_item][sg_item title="Workload Management Blueprint Use Cases"] Capture Tasks—Address a broad range of enterprise work sources such as workflow systems, order management systems, and CRM systems Calculate SLAs—Classify tasks and prioritise Distribute Tasks—Find the best resource to handle a task whether in the front office, back office, outsourcer, or at a branch Reporting and Management—Deliver real-time dashboards and historical reporting on backoffice workload [/sg_item][sg_item title="Workforce Management Blueprint Use Cases"] Forecasting—Predict contact centre workload and staffing requirements based on historical data or user-defined templates Scheduling—Create agent schedules that comply with user-defined business constraints and optimal resource allocation Performance Monitoring—Compare the forecast and schedule based on actual contact centre needs Real-Time Adherence—Compare the current to scheduled agent status Agent Self-Service—Distribute schedules, enter preferences, time off, and schedule bidding/trading [/sg_item][/section_grid][section_cta ctatype="filecta" text_theme="theme-dark" title="Take this information to go" background_img="143229" filecta_label="Download a PDF" filecta="4028"]

[section_header ctatype="filecta" background_clr="bgc-plum" text_theme="theme-dark" title="Gplus Adapter for Siebel CRM" sub_title="Deliver superior multi-channel customer experiences with an out-of-the-box integration between Genesys and Oracle Siebel CRM systems" image="3887" filecta_label="Download a PDF" filecta="3888" img_alt_text="Gplus Adapter for Siebel CRM"][/section_header][section_grid background_clr="bgc-lgray"][sg_item title="Benefits"] Fully interoperable with your existing Oracle Siebel CRM system Consistent multichannel experiences Personalised customer service Complete customer information at a glance Lower total cost of ownership Faster time to deployment Reduced interaction times Decreased number of transfers Improved FCR Enhanced workflow efficiencies [/sg_item][sg_item title="Key Features"] Unified agent desktop Multichannel routing capabilities Real-time delivery of interactions based on customer profiles Seamless integration of back-office interactions 360-degree view of the customer Screen pops of relevant customer information Outbound campaign management Integrated real-time statistics Support for Genesys SIP Business Continuity Support for Siebel web chat agent interface [/sg_item][/section_grid][section_content][gsc_item format="content-a4" image="182018"]Due to a growing digital influence, customers are rapidly turning to communication channels beyond traditional voice. To provide superior customer service, your contact centre must be prepared to deliver a consistent, multichannel customer experience. Genesys empowers you to serve your customers quickly and efficiently with the Gplus Adapter for Siebel, a pre-packaged integration between the Genesys platform and Oracle Siebel CRM service and marketing applications. The Gplus Adapter is a critical component that helps provide your sales and service staff with a unified agent desktop and complete customer information within the Siebel interface, enabling personalised service across multiple channels. Supported by Genesys and Oracle, the Gplus Adapter for Siebel uses standard Siebel tools and interfaces to ensure consistency, speed, and reliability in deployment while reducing customisation costs. Deliver superior customer experience Resolve common customer experience pitfalls such as long queue times and multiple transfers with the Gplus Adapter. Using Genesys real-time orchestration, intelligently prioritise and route every multimedia interaction to the best available agent, and utilise Genesys Enterprise Workload Management to forward tasks to the appropriate departments. Through the combined power of Genesys and Siebel CRM software, customer records are conveniently attached to every interaction, enabling service and sales staff to create a consistent customer experience across multiple channels. Screen pops of relevant customer information provide complete context of the existing relationship and allow the agent to conduct relevant, personalised conversations with each customer. With efficient, real-time routing and personalised service, you can provide your customers with a superior experience, resulting in shorter handling times, fewer transfers, and increased efficiency of operations. Improve productivity with intelligent multimedia routing Through the use of Genesys routing capabilities, ensure the most critical items are handled first. Interactions are prioritised in real time and matched and assigned to the best agents or back-office workers based on customer profiles, class of service, history, and needs. Agents can handle up to six concurrent interactions, increasing agent productivity. The Gplus Adapter for Siebel provides blended media routing of voice calls, emails, web chats, and work items. Genesys Chat is fully supported within the Siebel web chat agent interface, providing agent controls such as Accept, Reject, Transfer Chat, End Chat, etc. Agents are able to switch effortlessly between chat sessions and can record, save, and email transcripts from each conversation. Reduce costs of service Eliminate additional agent training with a unified agent desktop that integrates multiple interaction channels within the familiar Siebel CRM interface. Within a single desktop, agents can now handle interactions across all media types for service, sales, and marketing. By having access to a 360-degree view of the customer, agents are able to achieve better first contact resolution (FCR) and provide customers with a seamless experience.[/gsc_item][/section_content][section_cta format="cta-t1" background_clr="bgc-lgray" fullname="Dwayne Calder" jobtitle="Managing Director" company="Insights & Enablement, Client Care" speakerquote="We’re thrilled with Genesys Cloud, our results to date, and the company’s vision for product innovation, security and stability. With its immediate and continuous delivery of new functionality, we can easily adopt technology advancements like artificial intelligence (AI) without expensive and time-intensive on-premises solution upgrades." companylogo="170057"][section_grid tag_type="h2" title="Technical specifications"][sg_item title="Supported Siebel applications"] Siebel 7.7, 7.8, 8.0, 8.1, 8.1.1, 8.2.4 (SIA/SEA), IP2013/IP2014/IP2015 [/sg_item][sg_item title="Voice"] Inbound Voice Outbound Voice Web Callback [/sg_item][sg_item title="Genesys Enterprise Workload Management"] Siebel Email Siebel Work Items [/sg_item][sg_item title="Multimedia"] Genesys Email Genesys Chat [/sg_item][sg_item title="Supported platforms"] Windows 2008 and 2012 Solaris 9, 10, and 11 (v8.0.2) AIX 5.1, 5.2, 5.3, 6.1, and 7.1 Red Hat Enterprise Linux 5, 6, and 7 VMWare Microsoft 2012 Hyper–V (v8.0.2) [/sg_item][/section_grid][section_cta ctatype="filecta" text_theme="theme-dark" title="Take this information to go" background_img="143229" filecta_label="Download a PDF" filecta="3888"]

[section_header ctatype="filecta" background_clr="bgc-plum" text_theme="theme-dark" title="Genesys Fraud Management" sub_title="Cloud-based proactive communications accelerate credit card fraud resolution" image="4015" filecta_label="Download a PDF" filecta="4016" img_alt_text="Genesys Fraud Management"][/section_header][section_grid background_clr="bgc-lgray"][sg_item title="Benefits"] Quickly identify suspicious card transactions Alert cardholders via their preferred channels Confirm fraud by automated customer interactions Limit agent conversations to confirmed fraud cases Reduce fraud losses Minimise card usage disruption Improve customer loyalty [/sg_item][sg_item title="Key Features"] Triggers fraud notification when suspicious activity detected Integrates with fraud detection systems, including TSYS CardGuard Customise contact strategies based on customer risk, business rules, and channel preferences Escalate alerts across multiple channels, including outbound IVR, dialer, SMS and email Enable self-service and agent-assisted resolution Capture and maintain cardholder communication preferences Update bank if cardholder confirms transaction is valid Transfer fraud victims to fraud specialist agent [/sg_item][/section_grid][section_content][gsc_item format="content-a4" image="182018"]The Genesys Fraud Management solution is a proactive, interactive, multichannel communications solution. It enables financial institutions to uncover, alert, and resolve suspicious credit and debit card transactions in a highly efficient and effective way. The Genesys cloud-based Fraud Management solution integrates with fraud detection systems to offer real-time, personalised, and interactive dialogs, enabling financial institutions to automate fraud alerts and cardholder confirmations so that they can resolve cases in less time, thereby saving money, and increasing customer satisfaction and loyalty. The value of receiving real-time interactive fraud alerts Time is of the essence when it comes to fraud mitigation. With the Genesys Fraud Management solution, notifications are sent automatically to alert customers regarding potentially fraudulent card transactions, account access, or changes personal account information such as their login, password, email address or Social Security number. Financial institutions that capitalise on proactive alerts will suffer lower fraud costs and their customers will appreciate the touchpoints, which will increase customer satisfaction and the overall customer experience. Institutions that fail to do so, do a disservice not only to customers who see the value of alerts, but also to their own bottom line. Consumers prefer to be contacted via multiple channels when fraudulent activity is suspected Understanding how to best reach your customer is the key to an effective customer experience. Today’s customers are increasingly mobile and difficult to reach through just one communications channel. An overwhelming majority of customers prefer to be notified by multiple and various forms of communication, and most are eager to indicate the type of alerts they receive and their preferred delivery method including a phone call, text message, and email, if fraudulent activity is ever suspected on their debit or credit cards. An effective multichannel alert escalation strategy that honors cardholder communications preferences is crucial in situations where time is of the essence and minutes wasted can cost financial institutions millions of dollars annually. Solution specifications Real-time Fraud Detection Engine provides the connection point(s) to the financial service’s case management system, fraud detection system, and/or system of record. The Fraud module riggers automated messaging to the cardholder when potentially fraudulent events are detected and coordinates the results of the cardholder interaction with real-time updates to the bank’s system of record. Campaign Strategy Manager enables banks to develop and manage notification decision making strategies. Each strategy can be designed based on variables including time of day, fraud type, urgency level, transaction type, consumer communication preference, risk level, open to buy amount, and response outcome. Cross-channel fraud alert escalation enables the coordinated use of multiple communications channels as part of the fraud notification strategy. For example, an initial alert could be sent via text message, and if not responded to within one hour, outreach expanded to an automated voice call. Dialog Engine enables self-service and agent-assisted case resolution. It supports an interactive automated dialog initiated from an inbound or outbound cardholder message. Using its multi-channel rules engine, a bank can determine how to respond to a cardholder using pre-defined messages. Contact and preference management functionality captures and augments cardholder contact information and lets account holders choose the type of alerts they receive and their preferred delivery method (phone call, text message, email). Build, manage, and maintain a database of customers to proactively communicate during the fraud management lifecycle via their preferred communication channels. Reporting and analytics capabilities offer a variety of pre-defined and custom reports to measure and optimise the effectiveness of your communications strategies. Banks can easily tie results back to measurable business value including trends and data that identify how many fraud cases are confirmed without involving an agent, the best time to reach a cardholder, and how many cases are identified as true fraud.[/gsc_item][/section_content][section_cta format="cta-t1" background_clr="bgc-lgray" fullname="Dwayne Calder" jobtitle="Managing Director" company="Insights & Enablement, Client Care" speakerquote="We’re thrilled with Genesys Cloud, our results to date, and the company’s vision for product innovation, security and stability. With its immediate and continuous delivery of new functionality, we can easily adopt technology advancements like artificial intelligence (AI) without expensive and time-intensive on-premises solution upgrades." companylogo="170057"][section_cta ctatype="filecta" text_theme="theme-dark" title="Take this information to go" background_img="143229" filecta_label="Download a PDF" filecta="4016"]

[section_header ctatype="filecta" background_clr="bgc-plum" text_theme="theme-dark" title="Genesys Cloud Dialer" sub_title="Maximise agent productivity with a cloud-based outbound dialer" image="4020" filecta_label="Download a PDF" filecta="4019" img_alt_text="Genesys Cloud Dialer"][/section_header][section_grid background_clr="bgc-lgray"][sg_item title="Benefits"]  Increase customer contacts Maximise agent productivity Improve contact centre performance Maintain compliance Reduce costs Enhance campaign monitoring Integrates with business systems and CRMs such as SFDC [/sg_item][sg_item title="Key Features"] Predictive, preview and manual dialing Outbound IVR and proactive alert messaging Minimise customer hold time and routing delays Custom agent scripting Real-time agent monitoring Built-in compliance tools Customer opt-in solution Speech and campaign analytics Integrates with business systems and CRMs such as SFDC Timely, relevant, and personalised communications [/sg_item][/section_grid][section_content][gsc_item format="content-a4" image="182018"]More and more organisations are migrating their contact centres to the cloud. This shift is largely due to the quick deployment, cost-effectiveness, and smaller technology footprint provided by cloud-based business solutions. Genesys helps evolve your contact centre from traditional on-premises dialing architectures to the cloud completely or a in hybrid deployment model to maximise profitability, meet compliance requirements, and easily scale capacity. Our cloud-based dialer enables you to develop sophisticated outbound contact strategies that leverage predictive, preview, and manual dialing as well as outbound IVR and alert messaging. Improve agent efficiency and boost productivity The Genesys Cloud Dialer identifies and converts more contacts in less time. It also enables cross-channel contact strategies throughout a customer’s interaction by combining a voice conversation with an outbound IVR, text message, mobile webpage, or email follow-up. Our Agent Voice Portal interface is designed to improve the user experience by providing contact centre managers and agents with tools that maximise efficiency. Genesys Cloud Dialer features predictive dialing which allows agents to spend time on productive calls with live parties by filtering out unproductive calls including voice mails, busy signals, and disconnected numbers. Our unique predictive pacing algorithms optimise the balance between wait times and call abandonment by accurately predicting when agents will become available, enabling contact centres to maximise agent utilisation while increasing profitability. Improve reliability, scalability and affordability The Genesys Cloud Dialer offers the reliability of an on-premises solution with the scalability and affordability associated with cloud-based business solutions. Your contact centre will realise an immediate return on investment by reducing capital expenditures, increasing time to market, and alleviating peak capacity concerns. Your users benefit from the latest innovation including immediate access to new features and functionality while meeting compliance requirements. Integrated analytics Take your outbound campaigns to the next level with integrated analytics. Detailed reporting and monitoring provides deep insight into a campaign’s effectiveness. Additionally, speech analytics provides a cost-effective and systematic way to evaluate agents, improve compliance, identify trends and ultimately provide a better customer experience. Seamless contact centre integration The Genesys Cloud Dialer replaces or integrates with contact centre infrastructure and allows organisations to take full advantage of a cloud or hybrid solution. API connectivity lets organisations integrate the Genesys Cloud Dialer into business applications to automate contact management and trigger outbound calls. CTI enables on-prem systems to supplement their limited capacity with outbound IVR messages sent from the Genesys Cloud Dialer and utilise the on-premise call pacing, routing, and screen pops. Genesys easily integrates with Salesforce to provide contact centres with the tools needed to seamlessly communicate with their customers. For example, organisations can quickly export campaign calling lists from Salesforce into the Genesys Cloud Dialer enabling them to implement multi-channel outbound campaigns. Additionally after an outreach attempt is completed, results can be written immediately back into the activity log of the appropriate customer record for historical purposes.[/gsc_item][/section_content][section_grid tag_type="h2"][sg_item title="Increase customer contacts"] Cross channels—outbound IVR, text (SMS and MMS), email, mobile webpages Call blending and escalation (inbound & outbound) Dynamic list management Built outbound campaigns from SFDC contacts Effective right party connect scripts Capture and honor opt-in and channel preferences Customer recovery contact strategy Local-to-end-user Caller ID Global support [/sg_item][sg_item title="Maximise agent productivity"] Predictive, preview and manual dialing Outbound IVR and alert messaging Seamless blending of inbound and outbound calls Pacing options including fixed line, predictive and compliance Custom agent scripting Session transfer capabilities Unproductive call filtering Automated payment systems Custom call-based disposition codes Add outreach results to SDFC record Scheduled callback [/sg_item][sg_item title="Improve contact centre performance and reduce costs"] Customisable user interface Multiple pacing algorithms Inbound and skills-based routing (ACD) Robust and flexible report suite Support for at-home agents Real-time campaign and agent monitors Softphone over VPN or MPLS [/sg_item][sg_item title="Enhance campaign monitoring"] Real-time agent monitoring Monitor-Coach-Barge Campaign progress monitors Historical transaction searching Session recording Real-time pacing controls Agent group management Speech, text, and email analytics [/sg_item][sg_item title="Integrate with business systems via API and CTI modules"] Automate campaign management Trigger outbound campaigns Documented API and sample code Intelligent call routing and pacing SOAP/REST interfaces Secure multi-channel support List and event based interactions Desktop integrations to CRM/SFDC Trickle SFDC feed to dial web leads [/sg_item][sg_item title="Mitigate risk and enable compliance"] Prevent contacting ineligible numbers Track consumer mobility and phone portability Compliance rules builder to control contact frequency Manage consumer consent and profile data Certified PCI Level 1 provider Enables compliance with requirements such as TCPA, FDCPA, CFPB, FCRA, CRTC, CASL, OFT, Ofcom, GLBA, HIPAA [/sg_item][/section_grid][section_cta ctatype="filecta" text_theme="theme-dark" title="Take this information to go" background_img="143229" filecta_label="Download a PDF" filecta="4019"]

[section_header ctatype="filecta" background_clr="bgc-plum" text_theme="theme-dark" title="Remote Alarm Monitoring" sub_title="Quickly identify real-time issues in your on-premises environment to minimise downtime" image="4023" filecta_label="Download a PDF" filecta="4024" img_alt_text="Remote Alarm Monitoring"][/section_header][section_grid background_clr="bgc-lgray"][sg_item title="Benefits"] Resolve issues more quickly and gain insights into issues before they affect your customer experience Decrease costs and make operations predictable Continually optimise mission-critical environments Enhance platform stability with 24/7 live monitoring and log file retrieval Troubleshoot more efficiently with additional alarm data views through Genesys Care Workbench [/sg_item][sg_item title="Key Features"] Proprietary alarm monitoring software Alarm notification and details through Genesys Care Mobile App Workbench integration providing access to the alarm monitoring console, alarm acknowledgement and synchronisation, and display of additional alarm events  Routing of supported critical and major alarms to Customer Care with an alarm support case automatically opened Proactive log file retrieval Reliable log file retention [/sg_item][/section_grid][section_content][gsc_item format="content-a4" image="182018"] Resolve unavoidable issues quickly Even the best-run enterprises can’t anticipate and prevent every issue. Downtime is always costly in lost revenues, wasted agent time, and disappointed customers. Genesys Remote Alarm Monitoring with Workbench helps you quickly identify and troubleshoot incidents in your on-premises environment to resolve them before they become emergencies. Know about issues wherever you are When Genesys on-site alarm monitoring software detects an issue that triggers a supported critical or major alarm, you receive an alarm notification immediately through the Genesys Care Mobile App. You can drill into the alarm details on your mobile device or log in to Genesys Care Workbench to view the alarm data in the alarm monitoring console. As you receive the notification, the alarm is also being routed to Customer Care, where a specialist opens a support case for you. We’ll work with you to validate the alarm status and resolve the issue. Use technical insights to resolve issues faster Through its integration with Genesys Care Workbench, Remote Alarm Monitoring offers: Access to the alarm monitoring console for one view of all alarm details, including alarm arrival times Views of an additional set of alarm events, covering underlying hosts and other conditions, in the alarms row of the event correlation display on the Workbench dashboard If you have both Remote Alarm Monitoring and Genesys Log File Management Tool, when a critical alarm occurs, Customer Care can proactively retrieve log files for you. Availability Genesys Remote Alarm Monitoring is available with Genesys Premium Care or as an option through Genesys Flex Care. Genesys Flex Care provides a range of additional support options so you can truly tailor your support experience based on your current business needs and position in the lifecycle of your Genesys solution.[/gsc_item][/section_content][omnitable theme="orange-alt"][omnitable_row headerrow="header-row"][omnitable_col] Genesys Flex Care [/omnitable_col][omnitable_col] Feature Description [/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]Custom Application Support[/omnitable_col][omnitable_col]Delivers support for custom-developed modules, applications, and solutions developed by Genesys and selected partners[/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]Extended Support[/omnitable_col][omnitable_col]Delivers advice and best-effort error investigation and rectification (hot fixes excluded) on the configuration and operation of the end-of-service (EOS) software[/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]Special Event Support[/omnitable_col][omnitable_col]Gives your staff preferred status attention from select Customer Care resources during special events that could stress your environment[/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]Support Architect[/omnitable_col][omnitable_col]Partners as a designated technical expert to work with your team to achieve platform stability through continuous environment risk analysis, remediation action plans, optimisation recommendations, and capacity planning[/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]Technical Account Manager[/omnitable_col][omnitable_col]Works as a designated, trusted advisor who establishes and maintains a solid understanding of your business goals, operations, and priorities. Also acts as a main point of contact to mitigate risk, resolve issues, advise on training, and manage regular reviews for discussion of open issues and future project/product feature implementation planning.[/omnitable_col][/omnitable_row][omnitable_row][omnitable_col span="span-2"]For more information about Genesys Care options for on-premise and cloud environments, please visit our Genesys Care website.[/omnitable_col][/omnitable_row][/omnitable][section_cta format="cta-t1" background_clr="bgc-lgray" fullname="Dwayne Calder" jobtitle="Managing Director" company="Insights & Enablement, Client Care" speakerquote="We’re thrilled with Genesys Cloud, our results to date, and the company’s vision for product innovation, security and stability. With its immediate and continuous delivery of new functionality, we can easily adopt technology advancements like artificial intelligence (AI) without expensive and time-intensive on-premises solution upgrades." companylogo="170057"][section_grid tag_type="h2" title="Technical specifications"][sg_item] Genesys Care Workbench is required for Remote Alarm Monitoring. Genesys Care Workbench is available to customers with qualified Business Care, Business Care Plus, and Premium Care subscriptions. [/sg_item][sg_item] Genesys Log File Management Tool must be installed for proactive log file retrieval. Genesys Care Mobile App must be installed to receive alarm notifications. [/sg_item][/section_grid][section_cta ctatype="filecta" text_theme="theme-dark" title="Take this information to go" background_img="143229" filecta_label="Download a PDF" filecta="4024"]

[section_header ctatype="filecta" background_clr="bgc-plum" text_theme="theme-dark" title="Workspace Plug-in for Salesforce.com" sub_title="Improve agent productivity and customer experience" image="130281" filecta_label="Download a PDF" filecta="130280" img_alt_text="Workspace Plug-in for Salesforce.com"][/section_header][section_grid background_clr="bgc-lgray"][sg_item title="Benefits"] Gain seamless interoperability for your agents using Genesys Workspace and Salesforce.com Avoid in-house interface development costs and time delays with quick deployment and an out-of-the-box plug-in [/sg_item][sg_item title="Key Features"] Inbound/outbound voice, digital, intelligent Workload Distribution, SMS and social channels support JavaScript with Apex package in Salesforce.com Open CTI-configured Visual Force page Scripting to create or update existing interactions in Workspace Apex classes incorporating SOQL and SOSL commands for interaction with Salesforce.com Support for Salesforce Business or Person Accounts [/sg_item][/section_grid][section_content][gsc_item format="content-a4" image="182018"] Integration leverages customer experience platform and applications The Genesys® Workspace Plug-in integrates with the Salesforce.com Service Cloud Console, enabling your agents to handle customer calls more quickly. Screen pops of customer records and click-to-dial outbound calling empower agents to smoothly interact with customers. Speed call resolution and deployment The Workspace Plug-in for Salesforce.com provides out-of-the-box, open scripting that works with both Person Accounts and Business Accounts, leveraging your investments in Workspace and Salesforce.com. In addition, you can modify specific queries and field use to meet your needs. When Workspace starts, agents are presented the Salesforce.com browser view, creating automatic communications between the two applications. That makes it easy for them to use the capabilities of both apps. This seamless interoperability increases the call-handling capacity of your current agents. Maintain current customer knowledge for agents The Workspace Plug-in creates records of activity history automatically—as soon as interactions are completed—keeping activity history current. The plug-in writes a task that contains disposition and other interaction-related information, such as attached data to Salesforce.com, and applies it to the popped record. With this capability, your company improves their corporate memory of all customer interactions; agents can use that knowledge to improve the customer experience.[/gsc_item][/section_content][section_grid tag_type="h2" background_clr="bgc-lgray" title="Technical specifications"][sg_item] Interaction Workspace version 8.1.3 or greater Salesforce.com Service Cloud Console Integration Toolkit Default or dynamic ports for communications; dynamic ports required for shared presentation resources such as Citrix Apex classes with SOQL and SOSL commands to drive Salesforce.com interaction Synchronisation through Salesforce.com tab actions to Workspace [/sg_item][sg_item]Supported desktop OS Microsoft Windows and selected browsers supported by Salesforce.com Prerequisites .NET Framework 3.5 VDI technology such Citrix XenAppTM compatibility [/sg_item][/section_grid][section_cta ctatype="filecta" text_theme="theme-dark" title="Take this information to go" background_img="143229" filecta_label="Download a PDF" filecta="130280"]

[section_header ctatype="filecta" background_clr="bgc-plum" text_theme="theme-dark" title="VidyoEngage for Genesys" sub_title="Improve customer satisfaction, increase revenue and reduce customer churn with high-quality video integrations" image="117865" filecta_label="Download a PDF" filecta="117814" img_alt_text="VidyoEngage for Genesys"][/section_header][section_grid background_clr="bgc-lgray"][sg_item title="Benefits"] Establish an emotional connection with your customers with face-to-face interactions Include subject matter experts in a multiparty video conference Share a document or application to clear up issues Use pre-built skills-based routing to connect with the best available agent Escalate from a web chat or voice call straight to video with a single button Access click-to-video from a web page or mobile app [/sg_item][sg_item title="Use cases"] Financial services: High-value clients or interactions done directly over video to improve Net Promoter Scores Healthcare: Give remote patients access to specialists or caregivers Field services: “See what I see” using mobile device or smart glasses Insurance: See damage directly over video without sending adjuster [/sg_item][/section_grid][section_content][gsc_item format="content-a4" image="182018"] Business challenge In today’s customer-centric business environment, emotionally connecting with customers gives your business a clear competitive advantage. Not only does a positive customer experience improve satisfaction rates and net promoter scores (NPS), it also fosters repeat customers, increases revenue and sales, and reduces customer churn. This is most evident in the contact centre environment. A contact centre is a critical point of direct contact with the consumer—and a defining moment in customer experience. While the goal of many contact centres is to resolve customer problems, savvy businesses are leveraging challenges and turning them into opportunities by building customer relationships and uncovering customer needs beyond problem resolution. If these customer relationships are not effectively nurtured and developed, businesses lose out on their ability to cross-sell and up-sell value-added products and services—and that affects topline revenues. Businesses recognise the potential financial impact of these opportunities, so they’re evaluating new approaches to personally connect contact centre agents with customers. The omnichannel approach, which leverages the full integration of voice, video, web chat, email and social media within a contact centre, is quickly becoming the gold standard of customer engagement. VidyoEngage for Genesys VidyoEngage for Genesys provides a personal touch to the contact centre that elevates customer/agent interaction. With communications and understanding improved via video, agents can resolve tickets faster, increase NPS and effectively meet other KPIs. The ability to share desktop applications from both sides of the conversation improves up-sell opportunities while delivering an added level of collaboration to high-value customer and agent interactions. VidyoEngage transitions a voice, chat and web page interaction into a true omnichannel experience at no cost to you. This experience is easily accessible from one of the following scenarios: web chat escalation of video, voice escalation to video, and click-to-video chat from web page or mobile applications. VidyoEngage delivers a high-quality end-user experience, regardless of available bandwidth. It provides content-sharing capabilities and the option to begin a video chat directly on a web page without downloads or plugins, including multi-party video conferencing. VidyoEngage for Genesys integrates Genesys contact centres and Vidyo Conferencing to enable high-definition, scalable video that improves agent and customer interactions. The integration is seamless within the Genesys contact centre, making video interactions frictionless within the flow of interactions between a customer and an agent. Results Improving customer satisfaction, fostering customer loyalty and increasing customer advocacy are just some of the benefits of integrating VidyoEngage with a Genesys contact centre. Build stronger customer relationships with the complete omnichannel experience of VidyoEngage for Genesys. Leveraging full voice, web chat, email and social media with added video creates a personal touch that keeps customers engaged. The omnichannel experience helps agents do their jobs better. Faster first call resolution times and access to multi-party video chats with an expert increase call accuracy, create the opportunity to up-sell or cross-sell, and affects your bottom line. Cut problem resolution times in half, improve customer satisfaction and avoid customer churn by adding a face-to-face experience to customer engagement.[/gsc_item][/section_content][omnitable theme="plum-alt"][omnitable_row headerrow="header-row"][omnitable_col span="span-2"] Technical requirements [/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]Vidyo solution requirements[/omnitable_col][omnitable_col]VidyoCloud or VidyoConferencing 3.3 or higher[/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]Operating systems[/omnitable_col][omnitable_col]Agent desktop: Windows 7 64-bit, Windows 8 32-bit/64-bit, Windows 10 32-bit/64-bit Server environment: Windows Server 2008 64-bit (See Genesys Supported Operating Environment Reference Manual for all supported operating systems.)[/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]Genesys platform[/omnitable_col][omnitable_col]CIM version 8, Interaction Server 8.5.100.18 or higher, Orchestration Server 8.1.400.45 or higher[/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]Supported web browsers[/omnitable_col][omnitable_col]Firefox 46 or higher, Chrome 42 or higher, Internet Explorer 11, Safari 9.0 or higher[/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]Third-party to support click-to-Vidyo[/omnitable_col][omnitable_col]Apache Tomcat 6 Java and JDK 8[/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]Voice escalation to Vidyo[/omnitable_col][omnitable_col]Genesys SIP Server 8.1.101.10[/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]Chat escalation to Vidyo[/omnitable_col][omnitable_col]Genesys eServices 8.5, Genesys Web Engagement 8.5, Genesys Chat Server 8.1.000.26 or higher[/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]Click-to-Vidyo[/omnitable_col][omnitable_col]Genesys Orchestration Server 8.1.400.45 or higher[/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]Workspace[/omnitable_col][omnitable_col]NET Framework 4.5 or 4.6 Workspace version 8.5.111.21 or higher[/omnitable_col][/omnitable_row][/omnitable][section_cta ctatype="filecta" text_theme="theme-dark" title="Take this information to go" background_img="143229" filecta_label="Download a PDF" filecta="117814"]

[section_header ctatype="filecta" background_clr="bgc-plum" text_theme="theme-dark" title="Genesys Knowledge Centre" sub_title="Provide faster, lower effort and more accurate customer service" image="4185" filecta_label="Download a PDF" filecta="4186" img_alt_text="Genesys Knowledge Center"][/section_header][section_grid background_clr="bgc-lgray"][sg_item title="Benefits"] Reduce customer effort Improve deflection from the contact centre Increase first contact resolution and cross- and up-sell opportunities Improve online channel adoption and online content visibility Improve agent productivity and reduce agent training time Decrease tier-2 escalation Reduce average handling time Leverage a unified agent desktop [/sg_item][sg_item title="Key Features"] Multi-source data gathering Natural Language search Content authoring Lifecycle management Auto-complete Feedback management Advanced reporting Role-based access control Native agent desktop integration REST API for custom integrations [/sg_item][/section_grid][section_content][gsc_item format="content-a4" image="182018"] The untapped potential of your company knowledge Too many companies watch helplessly as huge investments in customer service go to waste, because they are unable to harness information to effectively solve inquiries. On the self-service front, searches bring back inaccurate results that are not interactive and do not offer any real value. Similarly worded queries frequently yield completely different results, forcing customers to seek assistance. Things often get no better upon escalation, with agents often ill-equipped to provide the right answers via phone or chat. And if your customer touches both channels, the responses they receive may not be consistent. Genesys Knowledge Centre ensures that you can tap all the information residing in your environment to deliver exactly what customers need, when they need it. Great customer experience begins with reliable information You may be surprised at just how far a little knowledge will go to improve ineffective online customer service. Genesys Knowledge Centre helps bring together all the elements of a strong customer service mix by optimising your organisation’s knowledge to make self-service tools more effective, to empower agents and, ultimately, to provide a positive customer experience. Knowledge is at the heart of your omnichannel strategy Genesys Knowledge Centre ensures that information is consistent regardless of channel, and that customers receive the same accurate answers whether they’re provided via self-service search, a phone call with an agent, automated email responses, web forms, live chat, SMS, or social media. And since it is part of the Genesys Customer Experience Platform, it infuses every interaction with your organisation’s customer knowledge to resolve any query or issue. The result will be a superior customer experience—leading to increased sales and more satisfied and loyal customers. Knowledge-assisted channels and proactive knowledge bring you more Genesys Knowledge Centre allows you to deflect contact centre interactions by immediately providing customers with suggested articles based on live chat content, email ticket submission, web form, SMS or social channels, leading to reduced contact centre costs and faster resolutions. Leveraging Genesys proactive engagement capabilities, Genesys Knowledge Centre proactively provides relevant knowledge-based answers on any web page at the point your customers have questions, leading to a lower effort and better experience. With Genesys Knowledge Centre, you can ensure that your customers are consistently getting exactly the information they need—on any channel and any touchpoint, in a traditional or proactive manner. This leads to lower customer effort and better customer experience and loyalty.[/gsc_item][/section_content][section_cta format="cta-t1" background_clr="bgc-lgray" fullname="Dwayne Calder" jobtitle="Managing Director" company="Insights & Enablement, Client Care" speakerquote="We’re thrilled with Genesys Cloud, our results to date, and the company’s vision for product innovation, security and stability. With its immediate and continuous delivery of new functionality, we can easily adopt technology advancements like artificial intelligence (AI) without expensive and time-intensive on-premises solution upgrades." companylogo="170057"][section_grid column="grid-1x1" tag_type="h2" title="Capabilities"][sg_item title="Knowledge-assisted channels"]Deflect contact centre requests by providing suggested articles based on live chat content, email ticket submission, web forms, SMS or social media.[/sg_item][sg_item title="Proactive knowledge"]Proactively provide suggested articles to customers when it is appropriate to offer support, based on current web behavior and value.[/sg_item][sg_item title="Web search"]Allow customers to search for knowledge via simple natural language questions, keywords or to simply browse all articles in the knowledge base.[/sg_item][sg_item title="Contact centre escalation"]Allow seamless transition to agent assisted service when self-service answers are not satisfactory.[/sg_item][sg_item title="Content management"]Gather data from various sources. Create knowledge articles through the built-in content management system and manage content approval and lifecycle. Report on performance, usage, knowledge gaps and deflection.[/sg_item][sg_item title="Feedback management"]Track customer and agent feedback to enhance search accuracy and relevancy. Plus, Capture customer feedback about knowledge articles and deliver those results to knowledge administrators to ensure continuous content improvement.[/sg_item][sg_item title="Knowledge-enabled agents"]Allow agents to search and respond using knowledge articles, make history of searches, answers read and ignored available to agents and allow agents to contribute to knowledge.[/sg_item][/section_grid][section_cta ctatype="filecta" text_theme="theme-dark" title="Take this information to go" background_img="143229" filecta_label="Download a PDF" filecta="4186"]

[section_header ctatype="filecta" background_clr="bgc-plum" text_theme="theme-dark" title="Genesys Info Mart and Genesys Interactive Insights" sub_title="End-to-end visibility into your contact centre performance" image="4189" filecta_label="Download a PDF" filecta="4190" img_alt_text="Genesys Info Mart and Genesys Interactive Insights"][/section_header][section_grid background_clr="bgc-lgray"][sg_item title="Benefits"] Unified voice, email, chat and other service-delivery data available via a single interface One centralised repository to manage Detailed understanding of historical performance to help improve business Business users can drill down and analyse data with less dependence on IT and take quicker actions Integration with intelligent Workload Distribution (iWD) and Workforce Management data [/sg_item][sg_item title="Key Features"] Out-of-the-box reportr templates Ability to proactively identify events and manage performance of business metrics with detailed drill down, scenarios and enable root cause analysis Ad-hoc analysis of interaction details Interactive Insights metadata layer (universe) for Info Mart, automatic scheduling of reports, and data security Provides for custom metrics and unlimited user-defined attached data fields ETL, star-schema database, high availability, and summary and aggregated tables Performance tested—to millions of calls per day (Genesys internal testing) [/sg_item][/section_grid][section_content][gsc_item format="content-a4" image="182018"] Web-based ad-hoc reporting and analytics solution Improve contact centre performance and make fact-based decisions with relevant information and business perspective across all channels, when and wherever you need it, to act quickly and confidently. Genesys Interactive Insights provides intuitive, self-service access to business information and enables informed and rapid decisions based on reliable business data. Interactive Insights enables contact centre operations to gain rich business insights with the ability to look at historical trends and perform root cause analysis. It helps provide unified multi-channel communications and visibility into other service-delivery data via a single interface. Interactive Insights provides drill down and root cause analysis capabilities and the business intelligence you need across every customer channel with less dependence on IT. Customised metadata layer (universe) to fit Genesys Info Mart Info Mart is the data repository for Genesys omnichannel interaction data. Interactive Insights analyses all interaction business data and integrates with Info Mart. To save time and resources, and make querying easier, Genesys built a metadata layer (universe) to describe Info Mart. Info Mart organises large volumes of detailed cross-channel data from the Genesys Customer Experience platform. Info Mart includes Extraction, Transformation, and Loading (ETL), star-schema database, high availability, and summary and aggregated tables. It’s performance tested–to millions of calls per day (Genesys internal testing). The interaction history is enriched at a detailed level with routing data. This sophisticated capability helps customers in the short term to avoid building their own ETL, summary, and aggregation layers; gather business requirements to create reports and customise metrics; and troubleshoot for speed, reliability, redundancy, and accuracy. It also helps customers to remain agile as business requirements evolve, requiring updates and upgrades to their in-house solution and look for maintenance support.[/gsc_item][/section_content][section_cta format="cta-t1" background_clr="bgc-lgray" fullname="Guillermo Rivera" jobtitle="Development and Technology Manager" company="Entel" speakerquote="Info Mart has helped us to increase revenues by 10% by ensuring data integrity—a target often missed as we were unable to identify all customer interactions." companylogo="104736" logo_alt_text="Entel company logo"][section_grid tag_type="h2" title="Technical specifications"][sg_item title="Requires Info Mart"] Oracle 11g and 12c Oracle 11g RAC Microsoft SQL Server 2005, 2008 and 2012 [/sg_item][sg_item title="Technical specifications for Info Mart"] Pre-requisite—Java SE Runtime Environment [/sg_item][sg_item title="Requires Business Objects"] SAP Business Objects Enterprise XI 3.1 in Release 8.1.0/8.1.1 SAP Business Objects Business Intelligence Platform 4.1 in Release 8.1.3 and later [/sg_item][/section_grid][section_cta ctatype="filecta" text_theme="theme-dark" title="Take this information to go" background_img="143229" filecta_label="Download a PDF" filecta="4190"]

[section_header ctatype="filecta" background_clr="bgc-plum" text_theme="theme-dark" title="IVR Driver" sub_title="Use your existing IVR and add new routing capabilities" image="130052" filecta_label="Download a PDF" filecta="130051" img_alt_text="IVR Driver"][/section_header][section_grid background_clr="bgc-lgray"][sg_item title="Benefits"] Integrates existing third-party VXML 2.0+ IVR platforms with Genesys quickly and simply Extends the value of your existing IVR while gaining new efficiency [/sg_item][sg_item title="Key Features"] Telephony functions, such as transfer, conference, answer and release Call data manipulation, such as attach, update and delete Treatment handling for agent hold and parking Load distribution to multiple Genesys IVR servers Virtual channel generation for SIP implementations Static and dynamic channel allocation capabilities [/sg_item][/section_grid][section_content][gsc_item format="content-a4" image="182018"] Keep your existing IVR When setting up your contact centre, you can’t always start with a blank slate. If your existing VXML 2.0+ IVR meets your needs, you’ll want to maintain that investment as you upgrade other areas of your contact centre. Enhance your existing IVR with new routing capabilities Genesys® IVR Driver is a service that integrates your existing IVR with the Genesys Customer Experience Platform, enabling you to preserve your existing setup while gaining the benefits of more advanced routing capabilities. Features like complete agent-state tracking and call-handling capabilities—routing, queuing, conferencing and third-party call control—not only improve voice self-service for your customers but also boost efficiency. Gain more operational value with IVR Driver integration IVR Driver is a web portal that enables primary and high-availability production and quality assurance ports, as well as development lab ports. Providing a bridge between your existing IVR and your Genesys platform reduces call handling times by displaying customer information via screen pops. This lets your agents easily address callers’ needs. And, because the service is based on open standards and uses VoiceXML, XML messaging and open-source software, you also can improve your knowledge-based support via online forums and expanded talent pools. IVR Driver connects to the Genesys IVR server, which is typically configured two ways in nonSIP environments: IVR-in-front configuration with no switchspecific T-Server IVR-behind-switch configuration [/gsc_item][/section_content][section_grid tag_type="h2" title="Technical specifications"][sg_item] VoiceXML 2.0+ specification Supports Genesys Media Server platforms 7.5 through 8.5 Requires Apache Tomcat application server 1.7 or 1.8 [/sg_item][sg_item] Compatible release of Genesys T-Server for IVR-behind-switch configurations Support for up to six concurrent IVR connection instances Support for primary/backup and loadbalanced, high-availability models [/sg_item][/section_grid][section_cta ctatype="filecta" text_theme="theme-dark" title="Take this information to go" background_img="143229" filecta_label="Download a PDF" filecta="130051"]

[section_header ctatype="filecta" background_clr="bgc-plum" text_theme="theme-dark" title="SIP Voicemail" image="4133" filecta_label="Download PDF" filecta="4134"]Genesys SIP Voicemail is a 100% software-based solution that enables network-wide voicemail services. It is deployed together with Genesys SIP Server for optimal contact centre and customer service operations.[/section_header][section_grid background_clr="bgc-lgray" title="Benefits"][sg_item] Agent and group voicemail Email notification for new voice messages Configurable greetings—including standard, personal, and absence greetings Multi-language support with 12 languages Message waiting indication (MWI) [/sg_item][sg_item] Highly scalable up to 15,000 mailboxes Supports high availability Secure voicemail service with transport layer security (TLS) and secure real-time transport protocol (SRTP) Web-based user interface [/sg_item][/section_grid][section_content][gsc_item format="content-a4" image="182018"] Ensure continuity of customer service operations SIP Voicemail is a secure, scalable, and flexible voice messaging application specifically designed for contact centres and customer service. It allows companies to retrieve and respond to customer voice messages left in group mailboxes during peak times and after hours. This optimises customer service continuity, since companies will no longer miss customer inquiries, and customers will no longer have to make repeated inbound calls to engage with the company. Improve the customer experience and increase business opportunities SIP Voicemail provides a superb, reliable customer experience for many high-touch customer service operations in industries such as banking and finance, insurance, healthcare, and more. When key customer service representatives, service specialists, and account managers have SIP-based personal voice mailboxes, companies are able to provide differentiated and personalised services to their high-value customers. Easy management via a user-friendly interface SIP Voicemail services are accessible through the telephone user interface (TUI) from a desk phone or agent desktop application. Users can easily manage their personal options with the web-based management interface. Enable a cost-effective, fully integrated IP/SIP customer service operation SIP Voicemail integrates seamlessly with SIP Server and Genesys Administrator to provide scalable, reliable, and secure voicemail services without requiring specialised hardware. With single-server or multi-server deployment options, Genesys SIP Voicemail supports great flexibility, streamlined management, and cost-effective customer service operations.[/gsc_item][/section_content][section_grid tag_type="h2" background_clr="bgc-lgray" title="Technical specifications"][sg_item title="Pure software solution"] SIP signaling-based Fully integrated with Genesys SIP Server Supports off-the-shelf hardware running Red Hat Enterprise Linux 5 and 6 (64-bit) [/sg_item][sg_item title="Message envelope elements"] Caller ID Time stamp (date and time of message delivery) Duration of the message [/sg_item][sg_item title="Supported voice codecs"] G.711 G.722 G.729 G.726 G.729 AMR GSM AMR-WB [/sg_item][sg_item title="Language support via TUI"] Chinese (Cantonese) Chinese (Mandarin) English (UK) English (US) English (Australian) French German Italian Japanese Portuguese Russian Spanish (Latin America) Spanish (Europe) [/sg_item][sg_item title="Message storage"] Distributed message storage in redundant database with configurable replication strategies [/sg_item][sg_item title="Web interface language support"] English [/sg_item][sg_item title="Depositing voicemail"] Email notification of deposited voicemail messages through Simple Mail Transfer Protocol (SMTP) Direct inbound calls routed to agent mailboxes Inbound calls to main/shared number routed to group mailboxes Optional routing strategies based on time-ofday/day-of-week, current queue times, etc. with Genesys Routing [/sg_item][sg_item title="Retrieving voicemail"] Optional PIN security for mailboxes Operation modes: playback, pause/resume, replay, store, skip, delete Email notification for deposited voicemail messages through SMTP Desk phone voicemail retrieval using TUI with DTMF Remote voicemail retrieval using TUI with DTMF Group mailbox voicemail retrieval (with PIN) [/sg_item][sg_item title="Message waiting indication"] Agent mailbox MWIs displayed on their desk phones and desktops Option to display group mailbox MWIs on agent desktops and phones [/sg_item][sg_item title="Multiple time zones"] Support for all official time zones Time zone configurable per mailbox [/sg_item][sg_item title="Available actions"] Message 10-second skip back/ahead Message pause/resume Message skip/delete/save Envelope/full message header information [/sg_item][sg_item title="Caller options"] Listen to recorded message Erase and re-record message Cancel recording Voicemail opt-out (return to self-service without leaving a message) [/sg_item][sg_item title="Voicemail access"] From local SIP endpoint or remote device (such as mobile, PSTN phone, etc.) Web-based access to voicemail [/sg_item][sg_item title="Greetings"] Standard greeting Personal greeting—recorded per mailbox Absence greeting—recorded per mailbox Greeting toggle option via TUI or web interface Optional system-wide notification/disclaimer [/sg_item][sg_item title="Operating systems"] Red Hat Enterprise Linux Release 5 and 6 (64-bit) Windows 2008 and 2012 (64-bit [/sg_item][sg_item title="High availability"] Supports high availability—active/active redundancy Multi-site/multi-instance support with SIP business continuity [/sg_item][sg_item title="Serviceability"] Administration through Genesys Administrator Dedicated web user interface for easy management [/sg_item][sg_item title="Security"] PIN-restricted message access Encryption of RTP flows (SRTP) and call signaling (TLS) [/sg_item][sg_item title="Scalability"] Scalable with Genesys SIP deployment [/sg_item][/section_grid][section_cta ctatype="filecta" text_theme="theme-dark" title="Take this information to go" background_img="143229" filecta_label="Download a PDF" filecta="4134"]

[section_header ctatype="filecta" background_clr="bgc-plum" text_theme="theme-dark" title="Genesys Customer Opt-In" sub_title="Grow and maintain your opt-in database" image="4210" filecta_label="Download a PDF" filecta="4211" img_alt_text="Genesys Customer Opt-In"][/section_header][section_grid background_clr="bgc-lgray"][sg_item title="Benefits"]For consumers: Control Convenience Communicate via preferred channels Personalised communications For businesses: Increase response rates Increase customer engagement Improve loyalty Use lower-cost outbound channels Enable cross-channel interactions Meet compliance requirements [/sg_item][sg_item title="Features"] Grow opt-ins and minimise opt-outs via custom strategies Send opt-in requests to customers over multiple channels Continually capture and process opt-in and opt-out requests Store and reference opt-in database to enable compliance Provide automated opt-out mechanism Process and remove deactivated phone numbers Scrub against ‘Do Not Call’ lists Analyse and monitor opt-ins, opt-outs, and conversion rates Enable compliance with regulations and customer consent Personalise communications to customers preferred channel [/sg_item][/section_grid][section_content][gsc_item format="content-a4" image="182018"] Compliance driving the need to obtain customer opt-in A growing number of government regulations require organisations to obtain consumer consent before sending certain types of communications. The tightening regulatory environment introduces significant non-compliance risk, including time-consuming and costly litigation, hefty fines, negative publicity, and reduced customer loyalty. Automated technology restrictions Your organisation faces a myriad of restrictions when using automated technology to initiate outbound communications. These include opt-in rules that vary based on the communication channel, nature of the message, and recipient location. For example, in the United States: Landline Phones: Consent is required in order to call customers via outbound IVR with an automated telemarketing or sales call Mobile Devices: Opt-in is required for all automated outreach using outbound IVR, predictive dialer, or text messaging for any purpose, including telemarketing, sales and collections Email: Authorisation is required before sending email whose primary purpose is to advertise or promote a commercial product or service Mobile voice and text messaging are treated equally Requirements such as the Telephone Consumer Protection Act (TCPA) from the Federal Communications Commission (FCC) states that there is no difference between a voice call and a text message to a mobile device, so opt-in requirements and outreach restrictions apply equally to both channels. Best practice includes providing options that allow a customer to opt-in for both mobile voice and text messaging, but give them the choice to select only one or the other for specific types of communications. Maximise the size of your opt-in database Genesys has deep expertise at building and growing customer opt-in databases, working closely with clients to leverage their existing communication touchpoints as well as to create custom campaigns over multiple channels that drive customers to opt-in. Simple turnkey solution The Genesys Customer Opt-in Solution makes ongoing management of your compliant opt-in database significantly less complex than attempting to manage it in-house. In fact, Genesys simplifies the entire process of sending compliant outbound communications. In addition to building your opt-in database, this solution identifies mobile numbers in your contact list, applies different contact strategies based on channel, scrubs outbound campaigns against suppression lists, provides an automated opt-out process, and removes contacts from your opt-in database when appropriate. Maximise opt-ins and minimise opt-outs An effective communications strategy helps ensure that the messages you send are relevant, welcome, delivered to the right contacts using the right channels, and compliant with requirements. Genesys has the expertise to assist with developing and implementing communications programs that maximise your opt-ins and minimise your opt-outs, leading to more profitable, lifelong relationships with your customers. Capturing opt-ins The Genesys Customer Opt-in Solution continually captures opt-in requests, taking advantage of both inbound and outbound channels. Some proven successful tactics to encourage opt-ins include automated voice messaging campaigns to landlines, opt-in menu options in IVR, timely prompting in agent scripts, mention on webpages, and asking for opt-in at the conclusion of customer surveys. Managing opt-outs When a consumer opts-out of future messages you are required to respond quickly by no longer sending communications to the indicated phone numbers and email addresses. Similarly, when service to a landline or mobile phone number is cancelled, opt-ins from these contact points must be invalidated. Genesys continually captures optout requests, processes carrier deactivation lists, and subsequently removes appropriate contacts from the opt-in database. Supports multiple sources Genesys can collect, store and maintain customer opt-in data obtained from Genesys Proactive Customer Communications outbound campaigns, as well as those collected from your own customer database or another vendor’s communications platform. Working with SMS codes Genesys can provision and provide dedicated short codes for global text messaging campaigns. Opt-in best practices include promoting an inbound short code in customer communications. Responses to this short code can be seamlessly added to your opt-in database. Leverages multiple channels The Genesys Proactive Customer Communications solution enables you to use multiple channels for compliant outbound communications, including outbound IVR, predictive dialer, text messaging, email, and mobile webpages.[/gsc_item][/section_content][section_cta ctatype="filecta" text_theme="theme-dark" title="Take this information to go" background_img="143229" filecta_label="Download a PDF" filecta="4211"]

[section_header ctatype="filecta" background_clr="bgc-plum" text_theme="theme-dark" title="Customer Experience Analytics" image="4113" filecta_label="Download PDF" filecta="4114" img_alt_text="CX Analytics"] Actionable insights into your contact centre operations, on-demand and in the cloud [/section_header]Genesys Customer Experience Analytics gives business-centric analysis of contact centre data to provide increased insight into the customer experience. Detailed reporting of application performance includes call data, Voice User Interface elements, agent performance, SLAs and more. Supervisors have everything they need to optimise efficiency and performance, from a mobile-accessible supervisor desktop to realtime metrics, reporting and call monitoring.[section_grid background_clr="bgc-lgray"][sg_item title="Key Features"] Complete end-to-end reporting - Trace calls from IVR to call centre and gain insight based on IVR tasks and variables defined in the application. Custom reports and delivery - Start with a report template, customise your reports and save them in the “My Reports” section to access later, or schedule them for automatic export and distribution. Call volume reports allow you to drill into core metrics and turn this data by various time frames. Performance & VUI analysis reports give a deep dive into caller paths, task completion rates, speech errors and more. Multichannel queue statistics and activity reports give insight into call centre calls, SLAs, abandoned calls, missed calls, handle time, etc. Agent performance reports insight into agent statistics—talk time, consult time, hold time, acw time, busy time, ready/not ready time [/sg_item][sg_item title="Benefits"] Complete end-to-end reporting Application performance reports Queue and agent call centre reports Customisable views Funnel analysis Export and share Real-time and historical reporting Anywhere Access [/sg_item][/section_grid][section_content][gsc_item format="content-a4" image="182018" title="Customer Experience Analytics benefits"]Genesys Customer Experience Analytics helps companies assess their contact centre applications and uniquely enables businesses to make iterative changes to continuously improve the customer experience. Increase customer satisfaction Through continuous analysis of your contact centre applications, Customer Experience Analytics can help drive more customer transactions to completion—and faster–thus achieving the customer’s goal resulting in higher customer satisfaction. Detect application performance issues Drill down from high level aggregation to calls and recordings through a funnel view. Find out where callers are dropping off in an IVR system and quickly make positive changes to the call flow. Increase containment Identify what your customers are commonly calling about and address those issues up front through automation, effectively reducing the load on live agents while also increasing customer satisfaction by addressing caller needs quickly. Improve agent productivity Gain insight into contact handle times of abandoned and missed calls. Detect inefficiencies in agent performance that may need additional training. Meet and exceed SLAs View a business dashboard of all core metrics, including queue and agent activity, statistics such as total calls by time of day and average call duration, allowing you to schedule agents accordingly.[/gsc_item][/section_content][section_grid tag_type="h2" background_clr="bgc-lgray" title="Technical specification"][sg_item] Voice user interface reports Track hang-ups, visits, time spent on a page, and other indicators of trouble spots in your voice application. Application performance reports Measure and track task completion metrics, automation and containment rates call queue and agent activity, and transferred call statistics. Customisable reports and dashboards Customise report views or create interactive, multi-tabbed dashboards from multiple data sources. Customise reports by sorting columns, removing columns and filtering data, then save the reports in a “My Reports” folder so they can be accessed later or subscribed to various formats—HTML, PDF, CSV, XLS. Funnel analysis View the path callers take through the system and identify entry and exit points, which areas are accessed most frequently, and hang-up points.[/sg_item][sg_item] Export and share Schedule reports to be automatically delivered via email to all major stake holders, or export reports to Excel for further analysis. Historical reporting Pull reports based on hundreds of metrics to review and measure the IVR, agents and routing, for example call parameter to see how your call metrics change over time. Real-time monitoring and reporting Customisable business dashboard for immediate insights on call centre activities allowing for quick changes as needed before trouble areas escalate. Anywhere access Genesys is on-demand and all reports can be accessed online wherever there is an internet connection or from IOS mobile applications downloadable from the Apple App Store.[/sg_item][/section_grid][section_cta ctatype="filecta" text_theme="theme-dark" title="Take this information to go" background_img="143229" filecta_label="Download a PDF" filecta="4114"]

[section_header ctatype="filecta" background_clr="bgc-plum" text_theme="theme-dark" title="Web Engagement" sub_title="Improve Customer Service and Increase Sales Conversion with a Proactive Customer Experience" image="4181" filecta_label="Download PDF" filecta="4182"][/section_header][section_content][gsc_item format="content-a4" image="182018"]Today, billions of global internet users are driving growth in digital customer service, support, and sales interactions. When customers purchase products and services from a business, they very often seek help from that company’s website and expect rapid responses or issue resolution. To stay competitive, businesses need to be more responsive and provide more digital support in web customer service and sales engagement than ever before. Genesys Web Engagement is key to providing business managers with the digital support they require by extending proactive assistance to their customers. By combining contextual and behavioral customer information with a clear, real-time view of the resources available in your contact centre, Genesys Web Engagement ensures that proactive assistance is offered via your website at the right time, on the right channel, and with the right resource. Reduce Customer Effort With Genesys Web Engagement, you can provide your customers with timely assistance, offered only when contact centre resources are available. You can also facilitate the experience by allowing customers to choose their preferred communication channels, such as chat, web callback, WebRTC voice or video, email, SMS, or FAQs. Web Engagement matches customers to the best skilled resource to improve first contact resolution (FCR) and lower average handle time— reducing customer effort and enhancing the overall customer experience. Increase Online Sales Conversions Connecting the customer with the right resource at the right time makes conversations significantly more efficient—and can make the difference in closing a sale. For instance, you could negatively affect customer satisfaction and potentially lose a sale by inviting a customer into a conversation and then making them wait for a resource to become available. Web Engagement proactively offers assistance when the appropriate resource is available within the time required, ensuring a positive experience and reducing potential shopping cart abandonment. Personalise Customer Experience By granting agents greater visibility into recent customer interactions across all channels, such as a view of the web page the customer is currently visiting, recent web navigation, and the contents of the customer shopping cart, agents are able to tailor their responses, resulting in overall superior and personalised experiences. Drive New Revenues Web Engagement allows you to track all customer interactions, including partially completed interactions, and leverage this critical information to trigger follow-up actions. For example, if a customer abandons a shopping cart, Web Engagement can add them to an ongoing outbound email campaign, which will send them scheduled reminders. Likewise, large institutions such as banks can benefit from applying business rules that will route all callers who have partially completed mortgage applications to a specialist who can help complete the forms and submit the application, which drives new revenue.[/gsc_item][/section_content][section_grid background_clr="bgc-lgray" title="Benefits"][sg_item] Provide superior customer experience Enhance customer satisfaction Prioritise valuable interactions to your organisation Improve FCR Minimise site abandonment [/sg_item][sg_item] Increase online sales conversions Raise average order value Lower average handle times Maximise productivity of contact centre resources [/sg_item][/section_grid][section_grid column="grid-1x1" tag_type="h2" title="Capabilities"][sg_item title="Web Monitoring and Reporting"]Follow customers in real time as they navigate your website from a computer, mobile phone, mobile application, or IoT device, and monitor their activity, including mouse and keyboard events. Gain insight into more than simple page visits. Visualise user behavior with advanced reporting dashboards, including geolocation and trend line data.[/sg_item][sg_item title="Continuous Customer Engagement"]Decide when to engage a customer based on full contextual interaction history across all channels. Assist customers already engaged with an agent by concurrently offering personalised ads, articles, and more. Optimise the number of invitations you send with intelligent pacing technology. Use a missed opportunities queue to track web users who qualified for assistance but could not be served.[/sg_item][sg_item title="Business Rules Management"]Apply simple rules to detect customer struggles, such as a failure to log in, submit a form or find information on the website, and provide assistance in a timely manner.[/sg_item][sg_item title="Omnichannel Support"]Proactively engage in any manner needed to deliver business results and enhance customer experience via chat, web callback, WebRTC, email, SMS, and FAQs. Start journeys for web visitors during their first visit, and continue to manage their journeys during ongoing interactions and visits.[/sg_item][sg_item title="No Impact to Website Changes"]We understand that your websites are constantly changing. Genesys Web Engagement is built to handle these changes, without any alterations to web tracking.[/sg_item][sg_item title="Unified Desktop (Genesys Workspace)"]Provide your agents with the information they need to personalise each interaction. With a fully integrated, unified desktop, agents are equipped with customer records, complete with omnichannel contact history and a standard response library, leading to higher agent performance and an effortless customer experience.[/sg_item][sg_item title="High Availability"]Web Engagement offers high availability capabilities and horisontal scalability via N+1 architecture with seamless failover in case problems arise, providing secure business continuity for mission-critical operations.[/sg_item][sg_item title="Security"]Web Engagement uses HTTPS and mutual transport layer security to secure and support communication between Web Engagement and other Genesys servers as well as the data exchange between Genesys Web Engagement and customer browsers.[/sg_item][/section_grid][section_grid tag_type="h2" background_clr="bgc-lgray" title="Key Features"][sg_item title="Monitor"] Out-of-the-box business events for capturing searches and time-out, as well as mouse and keyboard inactivity Out-of-the-box rule templates and business rules interface for defining engagement rules Advanced reporting dashboards for web behavior metrics, including geolocation and trend line data [/sg_item][sg_item title="Qualify"] Actionable behavior patterns for customer interest, campaign success, agent intervention, and offers of support Intelligent pacing of engagement invitations Multiple engagement offers allowed simultaneously [/sg_item][sg_item title="Engage"] Pop-up widgets in customer browsers Live monitoring of customer during engagement Unified customer record including integrated view of web history Missed opportunities interaction queue to track customers who could not be served [/sg_item][sg_item title="Optimise"] Continuous optimisation process Monitor campaign and rule performance to track progress towards goals Realise goals by optimising rules based on actual data and customer behavior [/sg_item][/section_grid][section_cta ctatype="filecta" text_theme="theme-dark" title="Take this information to go." background_img="143229" filecta_label="Download a PDF" filecta="4182"]

Infographic_IT_5 ways technology is shaping the future of the retail contact centre