Genesys Customer Interaction Management (CIM) is an open, multi-vendor, and infrastructure agnostic platform that manages the entire life cycle of any customer interaction handled by your customer service organization.
The Genesys (CIM) Platform, the core of the Genesys Suite, is required for the implementation of most Genesys products, and is an integral part of Genesys solutions such as iCFD™, UC Connect, Emergency Response, and others.
- Centralization simplifies the design, configuration, and administration of interaction workflows, operation queues, universal contact data, real-time routing, and reporting acrossall channels and locations.
- Routing, from basic to highly sophisticated, helps meet objectives for customer segmentation and differentiated service with choices, including screen pop, data-driven routing, agent profile/skills-based routing, last agent/relationship-based routing, cost-based routing,service-level routing, and workforce routing.
- Virtual resource capability routes customer interactions to the best available resource across multiple sites.
- Complete, blended customer interaction history and knowledge base of standard responses improves response times and accuracy by providing agents with the information and tools they need.
- Routing engine is capable of leveraging enterprise SOA architecture to provision routing strategies through external application server/web server.
- Open integration with external applications such as business rule management system (BRMS) and business process management (BPM) system.
- Integrated Genesys Composer provides a unified development tool for end-to-end call flow, self-service, and routing strategy design for all channels with drag-and-drop graphical user interface.
- Web-based Genesys Administrator simplifies operation management with the ability to provision, deploy, and monitor all Genesys applications.
- Integration with back-office applications and processes through Genesys Gplus Adapters / Genesys SDKs.
- Real-time and historical reporting provides pre-defined customizable reports on agent, business, and interaction life cycle statistics.
- High Availability option configures software with multiple instances to run as primary and backup processes, and leverages industry-standard SNMP and hardware redundancy capabilities.
