Right Experience, Right Channel, Right Time
Today's contact center must be highly scalable and fully featured, enabling interactive voice response (IVR) and consolidation of customer interactions across channels with the ability to integrate social media and email communications in a traditional PBX or IP telephony environment that Genesys delivers.
Increase Customer Satisfaction and Loyalty
Genesys Contact Center solutions match your customers' needs with the right resource for optimal customer service. It increases business profits by increasing customer satisfaction and loyalty. It also enables advanced routing for every customer interaction via a universal routing engine that provides a single queue for all customer transactions from any channel.
Single Engine and Platform for Customer Service
The Genesys hosted contact center platform centralizes the creation, administration, and management of the customer interactions with the broadest range of contact center infrastructure at both the network and premise levels. The core of the contact center, the Customer Interaction Management (CIM) platform is required for most Genesys products.
- Unified platform that supports any communication channel
- Advanced routing for every customer interaction via a universal routing engine
- Integrates with your existing contact center infrastructure; open and standards-based
- Supports a comprehensive application programming interface and software development kits (API/SDK)