
Brochure
Genesys Customer Interaction Management Platform
[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.
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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
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Features
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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
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Genesys Administrator
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Features
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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
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Alcatel
Broadsoft
Cisco Unified Communication
Manager
Genesys SIP Server
NEC
Siemens
IVRS
Aspect
Avaya
Edify
Envox
Genesys Voice Platform
IBM
Intervoice
Microsoft
Nortel
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IBM DB2
MS SQL Server
Oracle
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Aastra
Alcatel
Aspect
Avaya
DataVoice
Digitro
EADS Telecom
eOne
Genband
Phillips
Fujitsu
Huawei
Mitel
NEC
Samsung
Siemens
Tadiran
Teltronics
Tenovis
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