Genesys Desktop

The Genesys Desktop gives supervisors and agents tools that help ensure the delivery of consistent, quality service across all channels.  The Supervisor Desktop provides a unified display of the real-time status of contact and call center agents and interactions from voice, e-mail, and chat channels, so that supervisors can monitor and improve the effectiveness of agents and the contact center.  It also allows contact and call center planners to test hypothetical agent skill combinations, working rules, and skill prioritization without affecting current configurations or schedules.  

The Agent Desktop provides visibility into customer data and standard response information so contact and call center agents can handle calls quickly and effectively.  Out-of-the-box features include customer data screen pop, fully integrated softphone, media-specific desktop screens, a searchable library of standard responses, support for SIP, and a flexible scripting tool.