Telephony Solutions: Genesys Suite

Genesys Suite offers streamlined installation and suite-wide management and reporting to help businesses bring new contact center and customer relationship management functionality quickly to market.

The Genesys Framework is based on an open, highly-reliable software architecture. It is the only contact center architecture that supports a true universal queue model for managing combined voice, e-mail and web-based interactions.

Companies can choose from a range of solutions to manage inbound and outbound customer interactions. All solutions leverage the Genesys Framework.

• Network Routing: Enables customers to deliver calls directly from a toll-free network based on customized routing strategies.
  
• Enterprise Routing: Offers a flexible and comprehensive routing environment that allows companies to route interactions based on real-time statistics, customer-stored data, or customer-defined business rules.
  
• Internet Contact: Enables a company to integrate e-mail management and web-based interaction capabilities into the call center, transforming the operation into a true contact center.
  
• Outbound Contact: Provides a complete environment for creating, implementing and managing outbound contacts.
  
• Workforce Management: Enables contact center managers to effectively plan and assign their resources to handle inbound and outbound traffic across multimedia.
  
• Universal Workflow: Universal Workflow extends the management of customer interactions deeper into the enterprise to include back-office work item processing. This solution also expands the array of media channels that can be managed (i.e. paper and electronic documents such as faxes and forms).
  
• Network-Based Contact: Enables telcos to host the contact center software and to offer interaction management as a service to their customers.