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Genesys CIM Platform
The Genesys Customer Interaction Management (CIM) Platform ― the powerful, proven core of the Genesys software suite ― automatically captures, routes, manages, integrates, orchestrates, and reports on inbound and outbound customer interactions of all types, based on a company’s specific business criteria to guarantee the timely and proper treatment of each individual interaction.
The platform centralizes the creation, administration, and management of the customer interaction process, and integrates with the broadest range of contact center infrastructure at both the network and premise levels. With the Genesys CIM Platform, your customer service operations can seamlessly align with your overall business processes.
Advantages:
- Handles customer interactions from a unified platform so that enterprises can choose any communication channel ― including voice, video, IP telephony, e-mail, chat, SMS, Web, mobile, work item, and self-services.
- Enables advanced routing for every customer interaction via a universal routing engine that provides a single queue for all customer transactions in any channel.
- Helps to achieve your business goals as they relate to the customer’s experience – cutting costs, meeting SLAs, optimizing the experience of high value customers, etc.
- Leverages customer data and context while minimizing costs, to orchestrate the resources of the company and provide a consistent experience across all customer touch points; centralizes development, and administration of customer workflow to simplify management of all customer interactions.
- Being open and standards-based, it allows developers to access data from across the enterprise whether it’s stored in legacy data systems or current databases with SOA.
- Supports a comprehensive application programming interface and software development kits (API/SDK), enabling a rich ecosystem of third-party applications for business solutions and customizations.
- Integrates with your existing contact center infrastructure ―including TDM, IP, cloud-based, and hybrid environments ― to leverage legacy investments and enable seamless migration to newer solutions
