Genesys Third-party Media

Genesys Third-party Media extends the power of the Genesys Customer Interaction Management Platform beyond the contact center. With Third-party Media services, enterprises can manage virtually any customer interaction or activity through the Genesys routing engine. This means businesses can queue and distribute customer interactions to agents or functional experts according to a consistent set of established business rules. Genesys Third-party Media substantially improves operational efficiency and helps increase customer satisfaction.

Advantages:

• Extends the value of your contact center and enterprise applications by integrating them through a centralized routing platform
• Improves agent and functional expert productivity by prioritizing tasks on all types of interactions
• Improves customer satisfaction by applying Genesys advanced routing capabilities to your non-contact center customer interactions
• Allows you to quickly implement the application with published and supported interfaces
• Enables your business to leverage Java and Web Services technologies

Features:

Genesys Third-party Media extends optimized Genesys delivery to all work activities inside and outside the contact center.  

• Optimize agent occupancy by routing Third-party Media tasks to agents when contact volumes have dropped.
• All agent work activities are processed, delivered, and tracked based upon the set of customer interaction rules the business has established.
• Centralized customer interaction management and administration provides a universal view of every interaction.
• All customer communications channels and work activities can be blended together into a single prioritized queue that maximizes agent efficiency.
• Automated responses and acknowledgements for specific types of tasks reduce agent workload.
• Integrates applications including: third-party e-mail and Web chat, enterprise applications such as faxes, scanned documents, Web-based training, workflow systems, etc.