Genesys Third-party Media 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.