Genesys multimediju kontaktu centra platforma

Digital channels

• Chat-Quickly resolve any customer situation with web chat. It enables your agents to respond immediately or step in proactively if a transaction stalls. Easily transition from a self-service chatbot to a live agent with full interaction and customer context.

• E-mail- Integrate email into your consistent omnichannel experience. Set up appropriate auto-responses and route email to the right agent group based on content analysis.

• SMS and messaging apps- SMS and messaging apps create conversations that can live forever. Context and content are never lost, and conversations can resume at any time, right where they stopped. This gives customers a way to interact with you at their convenience.

• Co-browse and screen share- See what your customers see and make interactions simple and painless with co-browse and screen share. If customers are having trouble, they can share their browser pages with your contact center agents or knowledge experts while chatting or speaking with the agent or expert.

Inbound Routing

• Inbound voice routing (ACD)- Inbound voice uses your company’s defined business priorities to segment and rank interactions. This enhances your ability to meet your SLAs for all voice interactions — without creating complex routing strategies or adding resources.

• Callback- If your contact center is busy, use IVR to offer an option for callback while allowing callers to keep their positions in the queue. Scheduling immediate or delayed callbacks eliminates the need for customers to wait on hold to speak with an agent — and that increases customer satisfaction.

Outbound campaigns

• Outbound campaigns - Create long-lasting opportunities and decrease the volume of inbound calls to your contact center with basic outbound campaigns. Send highly personalized, timely and relevant notifications on your customers’ preferred channels.

• Proactive notifications - Reach out proactively in a timely, personalized and contextual way. Make it easy on your customers by using predictive dialing to target the right customers and streamline interactions. Automate notifications to save time and keep customers informed. 

Workforce engagement

• Employee performance -  Track, manage and boost your service levels with tools to monitor performance, support employee development and engage with workers in ways that drive results. Empower your managers, increase speed to competency for new hires and gamify contact center KPIs.

• Resource management - Allow workforce managers to work with short-term forecasts and improve forecasting efficiency by leveraging AI. Simplify your workforce scheduling with flexible rules, manage time off and provide accessibility through a single unified employee user interface.

• Quality assurance- Follow your customer experience interactions closely to maintain quality and adhere to corporate policies. With interaction recording and screen recording, you can record all interactions, including voice calls and employee screens.

Unified communications

• Anywhere access - Give your agents who are working remotely and in globally distributed teams a modern, integrated communications solution. This web-based unified communications solution, softphone and native mobile apps keep your workforce united, equipped and engaged — no matter where they are.

• Agent collaboration - Collaboration tools give teams access to communication channels from a single application — on any device. Agents can use video, softphone, screen sharing, persistent chat channels, rich employee profiles and document management — all in one integrated solution.

Reporting and analytics

• Performance dashboards - Up-to-the-second analytics and real-time dashboards provide the information you need to manage your contact center across multiple teams and channels. Customize dashboards to match your unique needs and help you respond in the moment.

• Historical reporting- Preserve historical context across your call center and generate reports so you can track and analyze service levels, call times, resolution rates, customer satisfaction and other critical KPIs.

• Real-time and historical views  - Unite real-time and historical data. Organize and search by customer or interaction, and gain clarity with customized and consistent reporting that gives you true insight into your data.

Integrations and Apps

• AppFoundry Marketplace - Visit the Genesys AppFoundry Markeplace to browse and quickly deploy more than 315 third-party apps. Find everything you need to extend and enhance your Genesys Cloud solution — from easy CRM integrations to creative ways to use AI and automation.

• Pre-built integrations - Say goodbye to lengthy professional service engagements. Pre-built integrations, developed and supported by Genesys, are quick to deploy and easy to configure. And they simplify integrations with other business systems, such as CRM systems and AI solutions.

• Genesys Cloud platform  - The Genesys Cloud platform is a flexible, scalable Software as a Service contact center experience that can integrate with existing systems and grow with the pace of your business. And it empowers you to expand on a development platform with robust API tools.

Izmantojot Genesys, klienti iegūst pasaulē vadošās tehnoloģijas – (skill-based) pieprasījumu maršrutizēšanu, rīkus klientu pašapkalpošanai (IVR); balss, vārdu un konteksta atpazīšanai pieprasījumos un atbildes šablonu piedāvāšanai; operatoru darba grafiku plānošanai; reāla laika un vēsturiskai statistikai u.c. platformas pamatā unikāls un universāls klientu pieprasījumu (interactions) maršrutēšanas dzinējs.

Genesys kontaktu centra risinājums ir atvērta SIP komunikāciju platforma, kurā visi komponenti ir no viena ražotāja, ar garantētu saderību, kopēju attīstības vīziju un vienotu tehnisko atbalstu, kas ļauj nodrošināt augstu servisa līmeni katrā klientu kontaktu kanālā un optimizē izmaksas. Platforma ir pieejama ieviešanai kā uzņēmumā (on-premises) tā arī mākonī (cloud) vai hybrid veidā. 

Genesys vienotā platformā apvieno visus iespējamos kontaktu kanālus, to kontroles un analīzes rīkus:

• Inbound voice and video (ienākošie pieprasījumi)
• Outbound voice (izejošie pieprasījumi) | Campaign management
• E-mail, chat, sms, social networks, call back
• Self-Service (IVR - interactive voice response)
• Mobile engagement (smartphone integration)
• Web co-browse, web call back,  web call through (WEB RTC)
• Web engagement (web behavior analytics)
• Call recording | Screen recording
• SIP communications (Contact center and back-office)
• Workforce management | Agent quality management | Agent scripting 
• Analytics and Reporting

• Vienota platforma, kas atbalsta jebkuru saziņas kanālu
• Unikāls un universāls klientu pieprasījumu (interactions) maršrutēšanas dzinējs
• Integrējas ar jūsu esošo IT un PBX infrastruktūru
• Atbalsta visaptverošu lietojumprogrammu programmēšanas interfeisu un programmatūras izstrādes komplektus (API / SDK)
• Visu kontaktu (interactions) pārvaldība ar vienotu lietotāja interfeisu

Genesys platforma piemērota kontaktu centriem, sākot ar 5 operatoru vietām un ir adaptēta vairākām nozarēm:  

• Finanses (bankas, apdrošināšana)
• Viesnīcas un ceļojumu aģentūras
• Valsts un pašvaldību sektors
• Komunālie pakalpojumi un enerģētika
• Tirdzniecība
• Telekomunikācijas
• Veselības aprūpe

Genesys kontaktu centru risinājumus izmanto:

• 34 no 50 pasaules lielākajām bankām
• 16 no 36 pasaules lielākajām apdrošināšanas kompānijām
• 14 no 21 pasaules lielākajām telekomunikāciju kompānijām
• 4 no 6 pasaules lielākajām aviokompānijām
• 13 no 28 pasaules lielākajām komunālo pakalpojumu kompānijām.

Genesys ir augstu novērtējuši gan klienti, gan nozares analītiķi.