Genesys Express Solution

Genesys Suite 7

Suite 7 features powerful voice self-service, assisted-service for every communication channel, flexible integration options and management insight systems all linked on the most open platform to deliver exceptional contact center and customer service capabilities.

Genesys' Real-Time Interaction Suite acts as the central control point for all customer interactions. The suite is hardware-independent, runs on multiple operating systems (UNIX, Windows), and communicates with and ties together the myriad systems in a call center: telecom hardware and networks, desktop applications used by agents, customer information databases, e-mail and web servers.

The Genesys suite is modular enabling enterprises to start with the capabilities that address specific business needs and utilize them independently or in combination to further leverage their return on investment.

Solutions and Options

1. Express CTI Screen-pop

2. Express Voice

3. Express Multi-media

4. Express Options


Highlights

 
• Reduces staffing costs with optimal staffing plans while improving customer service levels
 
• Provides centralized administration of agents, agent skills, routing rules etc.
 
• Optimizes agent schedules due to sudden changes in agent activity such as meetings, vacation etc.
 
• Improves tactical decision-making through real-time agent adherence information
 
• Integrates with 3rd party decision support applications to improve management
 
 
Express CTI Screen-Pop – providing an entry-level package that allows businesses to realize immediate results in improved customer satisfaction and agent productivity, Offering:

Genesys Framework including Configuration and Maintenance applications and connectivity and communication with most PBXs with CTI links.

Contact Navigator Voice, as Agent Desktop Application

Express Voice - an out-of-the-box inbound Voice Contact Center providing integration to computing and telephony resources with a voice implementation including routing and reporting capabilities, offering:

Genesys Framework, configuration, maintenance, and connectivity and communications to PBXs’ and their CTI Links

Data & Skill based routing (ERS)

Full historical & real-time reporting (CC Pulse & CC Analyzer)

Voice Treatment Option (VTO), 30 ports, for voice processing capabilities and digit collection

Contact Navigator Voice, as Agent Desktop Application

Express Multi-media, an out-of-the-box inbound Voice and E-Mail Contact Center providing integration to computing, telephony, and e-mail resources with a multi-media implementation including routing and reporting capabilities, offering:

Genesys Framework, configuration, maintenance, and connectivity and communication to PBXs’ and their CTI Links (telephony)

A robust e-mail response management system

Data & Skill based routing (ERS) for both voice and e-mail

Full historical & real-time reporting (CC Pulse & CC Analyzer)

Voice Treatment Option (VTO), 30 ports, for voice processing capabilities and digit collection

Contact Navigator Voice, as Agent Desktop Application

Express IVR offered as an option to Genesys Express CTI Screen-Pop, Voice, or Multimedia, Express IVR Interface (behind) option provides the ability to connect your IVR to Genesys Express.

This allows businesses to provide seamless transitions from self-service to assisted service by leveraging customer information captured in the IVR session.

This customer information is then passed to a customer service agent, who can then provide in-context customer service.

Additional Options for Express:

Additional VTO ports
Outbound (preview)
Multi-Site
High Availability

Enterprise options that can be implemented with Express:

- In principle all Genesys v7.x options are available including::

Outbound
Internet Contact Suite (chat, co-browse, collaboration)
G-Plus adaptors (SAP, PeopleSoft, MS CRM, Siebel)
Workforce Management

Note: Additional hardware is required when additional applications are added to the Express installation.