Dynamic Customer Engagement Features

Cross-Channel Conversations

Genesys eServices, intelligent Customer Front Door^TM, Virtual Hold for Genesys
Proactively engage customers, personalize the response, and synchronize brand, offers, messages, and interactions across voice, web and mobile channels.  Optimize business outcomes, drive sales, and cut costs by engaging with customers through a range of live, self-service, and proactive channels. 

Enterprise Resource Optimization

Genesys Workforce Management, Genesys Desktop, Genesys Customer Interaction Portal (GCIP)
Enhance productivity and customer experience by automating essential tasks on a real-time and historical basis, including skill assessment, gathering interaction and agent data, forecasting future demand, and calculating staffing to meet those forecasts.  Connect to the right resource, regardless of location, in the contact center, back-office, and branch office, as well as remote agents.  Begin an interaction in one channel and seamlessly transition to another.

Enterprise Application Enablers

Genesys SIP, UC Connect, Genesys Enterprise Telephony System (GETS), Gplus Adapters, Genesys SDKs
Extend investments in infrastructure, Unified Communications, and CRM across your enterprise. Enable real-time collaboration, use resources anywhere in the enterprise, and let employees outside the contact center play a role in customer service.  Because these products and solutions are 100% open-platform software, there’s no hardware to buy, no proprietary vendor lock-in, and no need to rip out your existing infrastructure.

Service Delivery Optimization

Genesys intelligent Workload Distribution, Genesys Proactive Contact
Prioritize customer service processes and tasks from a broad range of enterprise work sources, by determining resource availability and business priority.    Distribute tasks to any resource in the enterprise and proactively notify customers in real-time across all channels and media.

Operational Performance Management

Genesys Agent Advisor, Genesys Contact Center Advisor, Genesys Frontline Advisor, Genesys Workforce Advisor, Genesys Interactive Insights, Genesys Info Mart
Understand, optimize, and align customer experience with business objectives by providing consistent real-time and historical insight to inform and alert everyone of current operational performance, and flexible insight into customer service history to analyze trends and document past performance.