Genesys Inbound Voice

Genesys Inbound Voice works with the Customer Interaction Management (CIM) Platform to deliver better management and faster resolution of incoming customer interactions through intelligent call routing. The flexible and customizable routing engine allows incoming calls to be sent to the best qualified internal resource, based upon your business rules. In addition, Inbound Voice easily integrates with Customer Relationship Management (CRM) applications and corporate databases to provide contact center agents with customer data so they can offer personalized service to each customer.

Advantages: 

• Improves first call resolution rates by routing incoming calls to the best available contact center agent
• Provides the ability to segment customers for targeted marketing and priority service options
• Creates a unified and efficient virtual contact center using load balancing across sites
• Sends customer data to the agent with the call, allowing for personalized service, and ending delays that occur when agents must search for customer data

Features: 

• Screen pop populates the contact center agent screen with customer data at the same time the call is transferred.
• Customers can be routed based on their data, on agent-profile/skills, or to the last contact center agent who assisted them.
• Business Priority Routing balances overall service objectives, avoids longer wait times for customers with transfer needs, ensures proper servicing of all segments and improves the ability to meet SLA’s.
• Creates a Virtual Contact Center, where customers are matched with the best available resource, regardless of location.  This optimizes resources, reduces expenses, and increases workforce flexibility.
• Integrated Strategy Management and Monitoring facilitates production strategy management with a view of real-time interaction distribution to verify interactions are routed as expected.
• Real-time and historical reporting on agent, business, and voice interaction lifecycle statistics can be viewed in easy-to-use customizable reports for a view into resource effectiveness.
• Lifecycle reporting enhancements for e-mail, chat, custom media interactions and Business Priority Routing provides a central view into all communications and reporting for comparison of plan to actual. 
• Centralized management, configuration, and administration enable real-time interaction to changing contact center traffic and resource conditions and reduce deployment complexity and time to market.