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Genesys (CTI)

We have extensive experience with architecture, design, installation, configuration, fine tuning, troubleshooting and upgrading of Genesys Suite of products integrating TDM and VOIP platforms using multiple contact channels including voice, email, chat, web, fax and open media.

"Are you using Genesys platformto achieve your business objectives and goals?. If not contact us for a quick assessment to identify gaps and implement best practices."

Typical services offered include:

We can provide huge cost savings without compromise in quality resulting in less TCO and maximum ROI.

"Use our retainer model to get rid of the headaches of hiring, training, managing and retaining several full-time resources."

Click here to contact us to explore the possibilities.".

Areas of Genesys Expertise:

Genesys Framework(CIM Platform):

This is the ssential foundation for all Genesys products (as they depend on the Framework) including Security and LDAP integration.

Genesys Voice Portal(GVP Platform):

Automated Interactive voice response (IVR) or voice response unit (VRU) integrating Speech recognition and Text-2-Speech along with back-end ERP/CRM system lookup and screen pop.

Genesys Customer Interaction Portal(GCIP Platform):

Implemenation and support for GCIP including tuning.

Genesys Network Routing:

Ability to interface directly with major Networks AT&T, MCI, Sprint, etc. to route inbound and outbound calls through traditional TDM channels and Network SIP Server & Stream Manager through VOIP Channels.

Genesys Routing:

Dynamic database or parameter driven inbound premise based pre/post routing implemented using different selection criteria like Skill, Service Level, Agent group, database fields, and other criteria defined by clients.

Genesys Outbound/Predictive Dialer:

Highly customized database driven dynamic Outbound campaigns using Call Progress detection server or switch for different customer needs. Ask us how predictive dialing can help your organization in several different ways including Proactive Notification

Genesys IVR Adapters:

Interfacing Genesys with several IVR platforms to exchange caller entered data in IVR and minimize agent minutes and improve agent efficiency through dynamic screen pops using attached data.

Historical Reporting using Genesys CCAnalyzer:

Customized CCAnalyzer reporting using any reporting tool (Brio/Hyperion, Crystal Reports or Cognos or MS SQL Server Reporting Services)

Historical Reporting using Genesys Infomart(GIM) and Genesys Interactive Insights (GI2):

Installation, customization and find tuning of Infomart/ICON Customized reporting using any reporting tool (Crystal Reports or Cognos or MS SQL Server Reporting Services or Hyperion) to provide extensive reporting analytics for different segments and time intervals (daily, weekly, monthly and yearly).

Install, configure and customization of Genesys Interactive Insights, CC Advisor

Ask us about our pre-built packaged reports for immediate delivery on different platforms like Crystal Reports/Cognos/Microsoft SQL Server Reporting Services.

Genesys Real time reporting:

Real time reporting using Genesys Contact Center Adivsor and CCPulse+ with thresholds, actions.

Genesys Agent Desktop(GAD)/Genesys Supervisor Desktop (GSD):

Not only installing and configuring but fine tuning is very important for GAD/GSD.

Genesys Softphones & Screen Pop:

We can create custom softphones and Screen pop functionality using .NET/Java tailored to your needs integrating with different backend technologies using our experience with agent desktops and different SDKs.

Contact us today for implementing, enhancing or troubleshooting your customized Framework solution.

Genesys Multimedia/ Genesys MCR (MultiChannel Interactions) :

Ability to route and report not only on voice interactions but other multimedia interactions like web, email, chat, Fax and Open Media Benefit with our expertise in Multimedia and improve your customer response rates. We have implemendted click-2-chat, co-browse features and automated email and chat responses. Ability to integrate knowledge management portal with Agent desktop and customize it to the client needs.

Gplus Adapters (Siebel/PeopleSoft/SAP/Oracle/Microsoft CRM/Onyx) :

Integrating softphone with CRM/ERP screens and interfacing with CRM and ERP solutions to exchange critical data and leverage the power of CRM and ERP applications.

Genesys Virtual Hold:

Installation, Configuration, customization, fine tuning of Genesys Virtual Hold and integration with backend systems providing the ability to call back customers at a specific time when the queue wait times are too long.

Genesys WFM :

Implement and Customize Genesys WFM to manage personnel effectively by scheduling and forecasting, based on agent capabilities, timings, needs and other factors and performance management using adherence and time-off and vacation scheduling. We can provide WFM reporting enhancing the out-of-the box WFM reports

Genesys SIP Server:

Integrate Genesys with VOIP systems using SIP Server to help customers migrate towards the latest technologies resulting in cost savings. Ask about our experience with SIP server, stream manager and integrating with CCM/asterisk.

Contact us today for implementing, enhancing or troubleshooting your customized Framework solution.

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