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Genesys Voice Platform
Genesys Voice Platform is a software only, standards-based (or open standards) voice portal that enables businesses to provide cost-effective customer interactions 24x7. Genesys Voice Platform moves self-service beyond traditional Interactive Voice Response (IVR), providing touchtone access to applications and incorporating speech recognition technology for conversational exchange to identify and resolve customer requests. Genesys Voice Platform is tightly integrated with the Genesys Customer Interaction Management Platform to provide a caller experience in which routine caller requests are handled through the self-service option and complex calls are routed to the best available skilled agent.
Advantages:
- Provides a voice platform solution focused on the total customer experience, rather than just the caller experience in the IVR
- Seamlessly integrates self-service applications and agent-assisted transactions to align service with customer values and needs, reduce costs, and enable end-to-end reporting
- Provides a secure, flexible voice platform that can be deployed in TDM, IP, or hybrid environments, architected for enterprises and service providers
- Offers a future-proof investment with no need to rewrite applications as your infrastructure evolves
- Integrates with off-the-shelf hardware and software to leverage and protect previous technology investments
- Maximizes ROI by reducing costs for telephony, transport, and equipment that can be centrally deployed and administered
