Genesys Voice Platform

Genesys Voice Platform is a software, standards-based platform that enables businesses to provide cost-effective customer interactions 24x7. Genesys Voice Platform provides touchtone access to applications and incorporates speech recognition technology for conversational exchange to identify and resolve customer requests. Genesys Voice Platform is tightly integrated with the Genesys Customer Interaction Management Platform to provide a caller experience that integrates self-service with agent-assisted service.

• Seamless integration of self-service applications with agent-assisted transactions drives operational efficiencies and improves customer service levels
• Standards-based platform integrates with off-the-shelf hardware and software to leverage and protect previous technology investments
• Open, software-only solution based on VoiceXML, CCXML and MRCP standards leverages any existing voice application written to these standards
• Supports TDM, IP or Hybrid environments

Genesys Voice Platform focuses on the total caller experience rather than just the caller experience in the IVR (Interactive Voice Response). Genesys Voice Platform is tightly integrated with the Genesys Customer Interaction Management Platform for intelligent call segmentation, routing and reporting. Routine caller requests are handled through the self-service option and complex calls are routed to the best available skilled agent. Blending self and agent-assisted service aligns service with customer values and needs, enhances caller experience, lowers costs and enables end-to-end reporting.

Genesys Voice Platform customers (partial list)
TIM Hellas Communications	StarHub Communications	T-Mobile Czech Republic
Fineco Bank	Volkswagen Financial Services	CartaSi
Houston 311	Spherix	Tampa Electric (TECO)
Twenty4help	People’s Energy	1-800-FLOWERS.COM
IntesaBCI	Provincial Waterworks Noord-Holland (PWN)	Oklahoma Gas & Electric (OG&E)

See what our customers are saying about Genesys

Below are the recent awards for Genesys Voice Platform. Get the full list of awards and analyst recognitions.

Magic Quadrant for Interactive Voice Response (IVR) Systems and Enterprise Voice Portals, Worldwide, 2008*
Market research firm Gartner, Inc. has named Genesys to the leader quadrant in its February 2008 report titled Interactive Voice Response (IVR) Systems and Enterprise Voice Portals, Worldwide, 2008
Read the report

Q2 2006 Forrester Wave Report for eService Suite
Genesys named a Strong Performer in Forrester report for its content authoring and publishing, e-mail response management and interaction routing. Genesys received the highest overall score for platform architecture with proven scalability, standards-based architecture, multiple packaged interactions, real-time data retrieval and a large number of top SI partners.

Alcatel-Lucent's Genesys Named Top Vendor in Worldwide Voice Portal Shipments
Analyst firm's voice response systems report lists Genesys as leading vendor of voice portals

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* The Magic Quadrant is copyrighted 2005 by Gartner, Inc. and is reused with permission. The Magic Quadrant is a graphical representation of a marketplace at and for a specific time period. It depicts Gartner's analysis of how certain vendors measure against criteria for that marketplace, as defined by Gartner. Gartner does not endorse any vendor, product or service depicted in the Magic Quadrant, and does not advise technology users to select only those vendors placed in the "Leaders" quadrant. The Magic Quadrant is intended solely as a research tool, and is not meant to be a specific guide to action. Gartner disclaims all warranties, express or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.