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Genesys E-mail provides enterprise level e-mail management capabilities for today’s contact centers. Compatible with a wide range of third party e-mail servers, the application leverages the power of the Genesys Customer Interaction Management Platform (Genesys platform) to manage high volumes of inbound e-mail and Web-form queries. Offered as an add-on option to the Genesys platform, Genesys E-mail allows you to extend the business logic you use to route inbound voice calls and apply it to your e-mail interactions. Through this tight integration of various media, Genesys ensures that all your interactions are handled in a consistent manner, and that your customers receive consistent service.

The benefits of integration through the Genesys platform also includes the ability to identify e-mailers, retrieve their interaction histories from Customer Relationship Management (CRM) systems and databases, and forward that data to agents along with the e-mail. Armed with customer data “screen-pop,” agents can offer e-mailers the same personalized service delivered to voice callers.

Genesys E-mail customers can also take advantage of optional natural language content analysis tools that reduce agent response time.

Offer your customers a choice

With Genesys E-mail, you can expand your customer’s contact options while maintaining consistent customer service. Integration with the Genesys platform ensures that e-mail interactions are handled according to a uniform set of business rules, eliminating the need to independently manage multiple applications.
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