Communications Features

Increased Efficiency Across the Organization

Genesys intelligent Workload Distribution (iWD) integrates resources, contact center capabilities, and internal business processes to ensure the right resources proactively receive the highest value tasks at the right time, regardless of location or channel.  It improves business efficiency and customer service with real-time prioritization of tasks and interactions from a broad range of enterprise work sources and software applications.

Inviting Customer Front Door that Intelligently Handles Calls

The Genesys intelligent Customer Front Door^TM (iCFD^TM) combines self-service with customer data and business logic to gather the caller’s intentions, add contextual information about the caller’s profile and history, and route them and their information to the most suitable self-service or assisted resource to effectively resolve the interaction. This integrated contact center solution provides access to customer intentions and customer data, and is ideal for segmenting customers. 

Consistent Service Across all Channels

The Genesys Customer Interaction Management (CIM) Platform helps you provide consistent service by applying the same business logic and routing rules to all interactions, whether they are phone (Genesys Voice), or  fax, e-mail, SMS or chat (Genesys eServices). This single cross-channel view of the customer enables personalized service, improves cross-sell and up-sell rates, and lowers operating costs.  

Proactive Contact

Genesys Proactive Contact allows you to proactively notify customers via e-mail, phone, SMS, and other channels, based on their preferences.  These messages give the customer the opportunity to maximize opportunities, minimize negative impacts, and take advantage of cross-sell and up-sell offers. 

Efficient Workforce Scheduling

Genesys Workforce Management simplifies agent forecasting and scheduling in a multi-site, multi-channel contact center.  It reduces staffing costs by optimally matching resources to customer volume, and transfers customers to the right resource the first time.  

Effective Self-Service

Genesys Voice Platform (GVP) is an Interactive Voice Response (IVR) system that allows your customers to receive information they want without interacting with an agent.  With Web self-service, customers can go online and enroll in programs, check billing status, make payments, and update personal information.