{"id":204242,"date":"2020-01-15T07:36:57","date_gmt":"2020-01-15T15:36:57","guid":{"rendered":"https:\/\/www.genesys.com\/?post_type=collateral&#038;p=204242"},"modified":"2020-01-15T07:36:38","modified_gmt":"2020-01-15T15:36:38","slug":"genesys-customer-interaction-management-platform","status":"publish","type":"collateral","link":"https:\/\/www.genesys.com\/en-gb\/collateral\/genesys-customer-interaction-management-platform","title":{"rendered":"Genesys Customer Interaction Management Platform"},"content":{"rendered":"<div class=\"wpb-content-wrapper\"><p>[vc_section][vc_row][vc_column]<div class=\"section-header   format-header-a has-title has-sub_title has-cta has-image has-bgcolor\" data-swidth=\"stretch\" data-bgcolor=\"bgc-plum\" data-bg-posx=\"center\" data-bg-posy=\"center\" data-text-theme=\"theme-dark\"><div class=\"text-col\"><h1>Customer Interaction Management Platform v.8<\/h1><p>Enabling the new conversation<\/p><div class=\"content-container\"><\/div><div class=\"cta-btn \"><a href=\"https:\/\/www.genesys.com\/media\/Genesys-Customer-Interaction-Management-Platform-SB-EN.pdf\" target=\"_blank\" rel=\"\">Download a PDF<\/a><\/div><\/div><div class=\"media-col image-wide\"><img decoding=\"async\" width=\"440\" height=\"240\" style=\"\" src=\"https:\/\/www.genesys.com\/media\/Genesys-Customer-Interaction-Management-Platform-SB-resource_center-EN.jpg\" alt=\"Genesys Customer Interaction Management Platform v.8\" \/><\/div><\/div>[\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column]<div class=\"section-grid has-title has-imageclr\" data-swidth=\"stretch\" data-column=\"grid-2x2\" data-format=\"grid-a\" data-cards=\"bgc-clear\" data-shadow=\"\" data-bgcolor=\"bgc-lgray\" data-bg-posx=\"center\" data-bg-posy=\"center\" data-text-theme=\"theme-light\"><div class=\"text-col\"><h3>Benefits<\/h3><\/div><div class=\"grid-container\" ><div class=\"grid-box grid-item\" data-col-span=\"colspan1\" data-row-span=\"rowspan1\"><div class=\"box-content\"><ul>\n<li>Provides a unified platform and a single queue for handling customer interactions from any channel\u2014voice, video, IP telephony, <a href=\"https:\/\/www.genesys.com\/en-gb\/capabilities\/email-contact-center\">email<\/a>, <a href=\"https:\/\/www.genesys.com\/en-gb\/capabilities\/live-chat-software\">chat<\/a>, <a href=\"https:\/\/www.genesys.com\/en-gb\/capabilities\/sms-messaging\">SMS<\/a>, web, mobile, work item, and self-service.<\/li>\n<li>Enables advanced routing of every customer interaction via a universal routing engine.<\/li>\n<li>Allows you to achieve business goals related to the customer\u2019s experience\u2014cutting costs, meeting SLAs, and optimising the experience of high value customers.<\/li>\n<li>Orchestrates the resources of the company, including customer data and context, to provide a consistent customer experience across all touchpoints, while minimising costs.<\/li>\n<\/ul>\n<\/div><\/div><div class=\"grid-box grid-item\" data-col-span=\"colspan1\" data-row-span=\"rowspan1\"><div class=\"box-content\"><ul>\n<li>Centralises development and administration of customer workflow to simplify the management of all interactions.<\/li>\n<li>Provides an open, standards-based solution that can access data from legacy data systems and current databases with SOA across the enterprise.<\/li>\n<li>Supports a comprehensive application programming interface and software development kits (API\/SDK), enabling a rich ecosystem of third-party applications.<\/li>\n<li>Leverages existing TDM, IP, cloud-based, and hybrid contact centre infrastructure to enable seamless migration to newer solutions.<\/li>\n<\/ul>\n<\/div><\/div>\n<\/div><\/div>[\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column]<div class=\"section-content\" data-swidth=\"stretch\" data-bg-posx=\"center\" data-bg-posy=\"center\" data-text-theme=\"theme-light\"><div class=\"text-col\"><div class=\"content-container\"><div class=\"section-item format-content-a4 has-title has-image\" ><div class=\"text-col\"><h3>Customer service\u2014an integral part of the business process<\/h3><p>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.<\/p>\n<h4>A single, integrated interaction environment<\/h4>\n<p>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.<\/p>\n<p>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.<\/p>\n<p>Genesys CIM allows companies to virtualise their resources regardless of the deployment model\u2014on-premises, in a cloud environment, or in a hybrid model. It\u2019s 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.<\/p>\n<p>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.<\/p>\n<p>The Genesys CIM Platform directs a universal queue of all customer interactions via the industry\u2019s most robust, flexible, and scalable routing engine\u2014with the capacity to route nearly one million calls and over 40,000 emails per hour<\/p>\n<\/div><div class=\"media-col image-tall type-image\"><img decoding=\"async\" width=\"310\" height=\"333\" src=\"https:\/\/www.genesys.com\/media\/8e51bc6c-collaterl-holder-icon.png\" alt=\"video thumbnail\" \/><\/div><\/div>\n<\/div><\/div><\/div>[\/vc_column][\/vc_row][vc_row][vc_column]<div class=\"omnitable-scroll\"><div class=\"omnitable col-two plum-alt  scroll \" ><div class=\"ot-row header-row\" ><div class=\"ot-col span-2 h_left v_top\" ><p class=\"text-24\" style=\"text-align: center;\">Genesys Composer<\/p>\n<\/div>\n<\/div><div class=\"ot-row \" ><div class=\"ot-col span-1 h_left v_top\" ><p class=\"text-24\" style=\"text-align: center;\">Features<\/p>\n<\/div><div class=\"ot-col span-1 h_left v_top\" ><p class=\"text-24\" style=\"text-align: center;\">Benefits<\/p>\n<\/div>\n<\/div><div class=\"ot-row \" ><div class=\"ot-col span-1 h_left v_top\" ><p>Single integrated development tool for all Genesys applications<\/p>\n<\/div><div class=\"ot-col span-1 h_left v_top\" ><ul>\n<li>Improves productivity and shortens development cycle with common tools, look-and-feel, navigational metaphors, and component reuse<\/li>\n<li>Provides a graphical user interface for defining interaction processing stages, including real-time routing strategies and business process steps<\/li>\n<li>Improves productivity with personalised UI<\/li>\n<li>Allows users to isolate issues in the lab with visual debugging, saving time and expense<\/li>\n<\/ul>\n<\/div>\n<\/div><div class=\"ot-row \" ><div class=\"ot-col span-1 h_left v_top\" ><p>Design end-to-end customer experience strategies for all channels<\/p>\n<\/div><div class=\"ot-col span-1 h_left v_top\" ><ul>\n<li>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<\/li>\n<\/ul>\n<\/div>\n<\/div><div class=\"ot-row \" ><div class=\"ot-col span-1 h_left v_top\" ><p>Supports integration to third-party plug-ins, including source code management system<\/p>\n<\/div><div class=\"ot-col span-1 h_left v_top\" ><ul>\n<li>Allows design team to collaborate on application development while maintaining application integrity<\/li>\n<\/ul>\n<\/div>\n<\/div>\n<\/div><\/div><div class=\"omnitable-scroll\"><div class=\"omnitable col-two plum-alt  scroll \" ><div class=\"ot-row header-row\" ><div class=\"ot-col span-2 h_left v_top\" ><p class=\"text-24\" style=\"text-align: center;\">Genesys Administrator<\/p>\n<\/div>\n<\/div><div class=\"ot-row \" ><div class=\"ot-col span-1 h_left v_top\" ><p class=\"text-24\" style=\"text-align: center;\">Features<\/p>\n<\/div><div class=\"ot-col span-1 h_left v_top\" ><p class=\"text-24\" style=\"text-align: center;\">Benefits<\/p>\n<\/div>\n<\/div><div class=\"ot-row \" ><div class=\"ot-col span-1 h_left v_top\" ><p>Single, unified user interface (UI) for managing all <a href=\"https:\/\/www.genesys.com\/en-gb\/capabilities\/call-center-software\">Genesys applications<\/a><\/p>\n<\/div><div class=\"ot-col span-1 h_left v_top\" ><ul>\n<li>Reduces deployment time and complexity<\/li>\n<li>Web based for zero footprint and ease of access<\/li>\n<li>Centralises log and alarm management for the entire Genesys environment<\/li>\n<\/ul>\n<\/div>\n<\/div><div class=\"ot-row \" ><div class=\"ot-col span-1 h_left v_top\" ><p>Operational management of Outbound and Proactive Calling Sessions<\/p>\n<\/div><div class=\"ot-col span-1 h_left v_top\" ><ul>\n<li>Enables managers and operations to load, start, stop, and manage campaigns with a centralised interface<\/li>\n<\/ul>\n<\/div>\n<\/div><div class=\"ot-row \" ><div class=\"ot-col span-1 h_left v_top\" ><p>Automated solution deployment<\/p>\n<\/div><div class=\"ot-col span-1 h_left v_top\" ><ul>\n<li>Deploy and configure complete local and remote solutions<\/li>\n<li>Install and configure any Genesys application<\/li>\n<li>Create and configure Genesys components<\/li>\n<\/ul>\n<\/div>\n<\/div><div class=\"ot-row \" ><div class=\"ot-col span-1 h_left v_top\" ><p>Role-based access control for all Genesys configuration and resources for application management<\/p>\n<\/div><div class=\"ot-col span-1 h_left v_top\" ><ul>\n<li>Delivers a consistent, personalised user experience<\/li>\n<li>Enables competent solution management, based on user role<\/li>\n<li>Opens solution management to diverse employees<\/li>\n<\/ul>\n<\/div>\n<\/div><div class=\"ot-row \" ><div class=\"ot-col span-1 h_left v_top\" ><p>Operational parameter management<\/p>\n<\/div><div class=\"ot-col span-1 h_left v_top\" ><ul>\n<li>Enables business users to modify voice routing and Genesys Rules through simple parameter data values<\/li>\n<\/ul>\n<\/div>\n<\/div>\n<\/div><\/div>[\/vc_column][\/vc_row][\/vc_section][vc_section disable_element=&#8221;yes&#8221;][vc_row][vc_column]<div class=\"section-grid has-title\" data-swidth=\"stretch\" data-column=\"grid-1x1\" data-format=\"grid-a\" data-cards=\"bgc-clear\" data-shadow=\"\" data-bg-posx=\"center\" data-bg-posy=\"center\" data-text-theme=\"theme-light\"><div class=\"text-col\"><h2>Capabilities<\/h2><\/div><div class=\"grid-container\" ><div class=\"grid-box grid-item has-title\" data-col-span=\"colspan1\" data-row-span=\"rowspan1\"><div class=\"box-content\"><h4 class=\"text-18 font-weight-bold\">Paragraph headline goes here<\/h4><p>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.<\/p>\n<\/div><\/div><div class=\"grid-box grid-item has-title\" data-col-span=\"colspan1\" data-row-span=\"rowspan1\"><div class=\"box-content\"><h4 class=\"text-18 font-weight-bold\">Paragraph headline goes here<\/h4><p>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.<\/p>\n<\/div><\/div><div class=\"grid-box grid-item has-title\" data-col-span=\"colspan1\" data-row-span=\"rowspan1\"><div class=\"box-content\"><h4 class=\"text-18 font-weight-bold\">Paragraph headline goes here<\/h4><p>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.<\/p>\n<\/div><\/div><div class=\"grid-box grid-item has-title\" data-col-span=\"colspan1\" data-row-span=\"rowspan1\"><div class=\"box-content\"><h4 class=\"text-18 font-weight-bold\">Paragraph headline goes here<\/h4><p>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.<\/p>\n<\/div><\/div>\n<\/div><\/div>[\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column]<div class=\"section-grid has-title\" data-swidth=\"stretch\" data-column=\"grid-2x2\" data-format=\"grid-a\" data-cards=\"bgc-clear\" data-shadow=\"\" data-bg-posx=\"center\" data-bg-posy=\"center\" data-text-theme=\"theme-light\"><div class=\"text-col\"><h2>Systems supported<\/h2><\/div><div class=\"grid-container\" ><div class=\"grid-box grid-item has-title\" data-col-span=\"colspan1\" data-row-span=\"rowspan1\"><div class=\"box-content\"><h4 class=\"text-18 font-weight-bold\">Server OS support<\/h4><ul>\n<li>Red Hat Enterprise Linux<\/li>\n<li>Sun Solaris<\/li>\n<li>IBM AIX<\/li>\n<li>Microsoft Windows Server<\/li>\n<\/ul>\n<\/div><\/div><div class=\"grid-box grid-item has-title\" data-col-span=\"colspan1\" data-row-span=\"rowspan1\"><div class=\"box-content\"><h4 class=\"text-18 font-weight-bold\">IP switches<\/h4><ul>\n<li>Alcatel<\/li>\n<li>Broadsoft<\/li>\n<li>Cisco Unified Communication<\/li>\n<li>Manager<\/li>\n<li>Genesys SIP Server<\/li>\n<li>NEC<\/li>\n<li>Siemens<\/li>\n<li>IVRS<\/li>\n<li>Aspect<\/li>\n<li>Avaya<\/li>\n<li>Edify<\/li>\n<li>Envox<\/li>\n<li>Genesys Voice Platform<\/li>\n<li>IBM<\/li>\n<li>Intervoice<\/li>\n<li>Microsoft<\/li>\n<li>Nortel<\/li>\n<\/ul>\n<\/div><\/div><div class=\"grid-box grid-item has-title\" data-col-span=\"colspan1\" data-row-span=\"rowspan1\"><div class=\"box-content\"><h4 class=\"text-18 font-weight-bold\">Databases<\/h4><ul>\n<li>IBM DB2<\/li>\n<li>MS SQL Server<\/li>\n<li>Oracle<\/li>\n<\/ul>\n<\/div><\/div><div class=\"grid-box grid-item has-title\" data-col-span=\"colspan1\" data-row-span=\"rowspan1\"><div class=\"box-content\"><h4 class=\"text-18 font-weight-bold\">Switches<\/h4><ul>\n<li>Aastra<\/li>\n<li>Alcatel<\/li>\n<li>Aspect<\/li>\n<li>Avaya<\/li>\n<li>DataVoice<\/li>\n<li>Digitro<\/li>\n<li>EADS Telecom<\/li>\n<li>eOne<\/li>\n<li>Genband<\/li>\n<li>Phillips<\/li>\n<li>Fujitsu<\/li>\n<li>Huawei<\/li>\n<li>Mitel<\/li>\n<li>NEC<\/li>\n<li>Samsung<\/li>\n<li>Siemens<\/li>\n<li>Tadiran<\/li>\n<li>Teltronics<\/li>\n<li>Tenovis<\/li>\n<\/ul>\n<\/div><\/div>\n<\/div><\/div>[\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column]<div class=\"section-cta format-cta-a has-title has-cta has-imagebg\" data-swidth=\"stretch\" data-cta-type=\"cta-a\" data-bgimg=\"https:\/\/www.genesys.com\/media\/fe53a864-gse-hdr-gradient-rev.svg\" data-bg-posx=\"center\" data-bg-posy=\"center\" data-text-theme=\"theme-dark\"><div class=\"text-col\"><h3>Take this information to go<\/h3><div class=\"cta-btn\"><a href=\"https:\/\/www.genesys.com\/media\/Genesys-Customer-Interaction-Management-Platform-SB-EN.pdf\" target=\"_blank\" rel=\"\">Download a PDF<\/a><\/div><\/div><\/div>[\/vc_column][\/vc_row][\/vc_section]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"<p>[vc_section][vc_row][vc_column][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column][\/vc_column][\/vc_row][vc_row][vc_column][\/vc_column][\/vc_row][\/vc_section][vc_section disable_element=&#8221;yes&#8221;][vc_row][vc_column][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column][\/vc_column][\/vc_row][\/vc_section]<\/p>\n","protected":false},"author":678,"featured_media":3973,"template":"","tax_priority":[54],"tax_contenttheme":[14913],"tax_bundle":[],"tax_contenttheme2":[],"tax_capability_sitewide":[],"tax_products_programs":[],"tax_buying_job":[16720],"tax_buyer_persona":[],"tax_sector":[],"tax_segment":[],"class_list":["post-204242","collateral","type-collateral","status-publish","has-post-thumbnail","hentry","tax_priority-54","tax_contenttheme-level-up-your-technology-en-gb","tax_buying_job-job-4-supplier-selection-en-gb"],"acf":[],"_links":{"self":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/collateral\/204242","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/collateral"}],"about":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/types\/collateral"}],"author":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/users\/678"}],"version-history":[{"count":5,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/collateral\/204242\/revisions"}],"predecessor-version":[{"id":218617,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/collateral\/204242\/revisions\/218617"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/media\/3973"}],"wp:attachment":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/media?parent=204242"}],"wp:term":[{"taxonomy":"tax_priority","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_priority?post=204242"},{"taxonomy":"tax_contenttheme","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_contenttheme?post=204242"},{"taxonomy":"tax_bundle","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_bundle?post=204242"},{"taxonomy":"tax_contenttheme2","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_contenttheme2?post=204242"},{"taxonomy":"tax_capability_sitewide","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_capability_sitewide?post=204242"},{"taxonomy":"tax_products_programs","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_products_programs?post=204242"},{"taxonomy":"tax_buying_job","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_buying_job?post=204242"},{"taxonomy":"tax_buyer_persona","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_buyer_persona?post=204242"},{"taxonomy":"tax_sector","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_sector?post=204242"},{"taxonomy":"tax_segment","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_segment?post=204242"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}