Genesys eServices Features

Genesys eServices integrates with the Genesys Customer Interaction Management (CIM) Platform to allow you to engage customers through any channel they prefer, and to manage all multi-channel interactions as a single, consistent conversation.

E-mail
Genesys E-mail helps you to efficiently manage high volumes of inbound e-mail and Web-form queries, and ensures that your customer service e-mail communications are handled in a consistent manner.  For example, you can apply to e-mail the same level of business logic used to route inbound voice calls.  This will allow you to identify e-mailers, retrieve their interaction histories from CRM systems and databases, and forward that information to agents along with the e-mail, so that e-mail customers receive the same personalized service as callers.    

Content Analysis
Genesys Content Analyzer increases the efficiency, accuracy, and consistency of your text-based communication by automatically discerning the message’s intent and recommending the best possible answer to agents and customers. Utilizing natural language processing technology to analyze the text-based content, Content Analyzer determines how to accurately process and respond to each message. 

Chat
Genesys Chat enables your agents to provide live online assistance to customers and prospects when they need it. Genesys Chat can be easily added to your Web site, allowing your customers to initiate a chat interaction with an agent, or agents can dynamically invite customers to chat based on a set of triggers.  The customer experience is consistent and personalized since agents have access to a standard response library, as well as to customer information across all channels. 

SMS
Genesys SMS lets you add text messaging (short messaging service, or SMS) as a communications and support channel for attracting and retaining customers.  Genesys SMS also makes it possible to target customers how, when, and where they want to be contacted; provides an ideal communication platform for promoting new products and services; and establishes your organization as being out in front of customer service trends. At a time when 2.3 trillion text messages are sent each year, SMS increases customer loyalty for a fraction of the cost of live-agent phone service.

Proactive Engagement
Genesys Proactive Engagement identifies and dynamically engages with customers and prospects on the Web by inviting them to chat or speak with an agent. Proactive Engagement uses business rules to specify qualifying behavior and/or customer attributes, including their value to the company, so that you can engage high-value customers in real time with the best available resource, whether that’s an agent, a back-office employee, or a front-line sales person in a retail outlet. Genesys has teamed with LivePerson to deliver this online sales and service solution to optimize agent utilization, boost conversion rates, increase first contact resolution, and improve customer satisfaction.

Co-browse
Genesys Web Collaboration connects your agent and your customer’s Web browser to allow them to visually collaborate with one another to resolve sales or support issues.  Agents can share pages, help customers fill out forms, walk a customer through a complex process, or follow along with customer activity to help diagnose a problem.  Security is maintained because only the browser presentations are shared — files are not passed between the users' PCs.

Third-party Media
Genesys Third-party Media improves operational efficiencies by enabling enterprises to manage, process, and distribute virtually any customer interaction or business activity according to established business rules. Enterprises can leverage the Genesys Customer Interaction Management Platform to manage third-party applications; enterprise applications such as faxes; scanned documents; Web-based training applications, and tasks from workflow systems.  Genesys Third-Party Media improves agent and expert productivity by prioritizing all tasks and interactions, and helps enterprises provide consistent service across all channels and activities.

Knowledge Management / Web Self-Service
Knowledge Management/Web Self-Service ― Genesys has teamed with InQuira to enable the delivery of faster, more accurate answers across any service delivery channel.  The InQuira knowledge suite enhances self-service interactions by discovering the “true intent” of each customer search to quickly deliver targeted answers.  Fully integrated with the Genesys Agent Desktop or custom desktops, it guarantees that customers who need personal assistance can receive accurate and consistent answers regardless of the channel of choice.