Government Features

Cross-channel Communications

The Genesys Customer Interaction Management (CIM) Platform, used with Genesys Voice and Genesys eServices, unifies all communications channels into a single queue, processing and routing interactions according to a consistent set of business rules. This allows service to be offered via the citizen’s preferred contact channel, and for all citizens to receive a consistent service experience.

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.

Self-service

The Genesys Voice Platform is an Interactive Voice Response (IVR) system that can allow citizens to get the answers they need without interacting with a live agent, which both reduces the cost of providing service and allows phone access to information 24/7. With Web self-service, constituents can go online and enroll in programs, pay bills, get information, and update personal information.

Skills-based Routing

The Genesys CIM Platform routes communications to the best available resource to answer the question or solve the problem.

Access to Caller Information

Genesys Gplus Adapters connect to the caller information stored in CRM databases.  This information is presented as a screen pop to the agent, who can then provide the best service to the citizen.

Open Architecture

Genesys’ open system architecture and platform independence allows you to integrate with most of the leading switches, as well as CRM, ERP, and database programs. This provides a comprehensive view of citizen interactions and protects your current technology investments.

Emergency Preparedness

Genesys Emergency Response allows government agencies to effectively notify constituents via phone, e-mail, SMS, or other channel and to segment notifications by language or affected area.  It automates communication with emergency responders, freeing staff for more important tasks.  And only Genesys can handle the "return wave" of citizen response to notification without tying up 911 and 311 lines.