Customer Interaction Management Platform

The Genesys Customer Interaction Management Platform is the core of the Genesys software suite and it represents the next step in how contact centers manage customer interactions. With Genesys, customer service processing is aligned and integrated with your overall business processes.

The Genesys platform is a powerful and proven, platform that deploys and manages both inbound and outbound customer interactions of any type, including voice, email, multimedia and work items.

The Genesys Customer Interaction Management Platform automatically captures, processes, routes and reports on customer interactions and related activities based on a company’s specific business criteria. Genesys manages and provides a universal view of each and every customer interaction. Traditional customer interactions such as voice, e-mail and Web, emerging channels such as third-party media, and activities such as work items are funneled through the Genesys platform and handled according to company-defined processes and strategies. The Genesys platform integrates all customer interactions types to guarantee the timely and proper treatment of each and avoid the problem of “orphan” interactions that are left outside normal workflows.

The Genesys Customer Interaction Management Platform also centralizes the creation, administration and management of the customer interaction process. It reports on all customer interactions and activities at both the network and premise levels and integrates with the broadest range of contact center infrastructure. The Customer Interaction Management Platform routes interactions across single or multiple sites to the most qualified resource available.

The Customer Interaction Management Platform directs a universal queue of customer interactions via the industry’s most flexible and scalable engine for processing customer interactions. The Genesys routing engine has the capacity to route nearly 1 million calls and more than 40,000 e-mails per hour.

• Offers a modular approach so that growing contact centers can add capabilities as needed. Enterprises can choose to support customer interactions via any communication channel including voice, IP telephony (VoIP), e-mail, chat, and voice self-service / IVR
• Allows for routing by business priority – so that all customer segments, not just your best customers, are serviced according to business objectives
• Maximizes agent productivity by integrating real-time customer interactions such as, voice, chat, e-mail, with service-related activities such as off-line work item processing, training, etc.
• Applies business rules to initiate on-the-fly changes, such as the escalation of customer service, across communication channels. For example, a customer e-mail can trigger an outbound call
• Integrates with the largest variety of contact center infrastructure to leverage legacy investments and permit migration choice
• Centralizes configuration and administration of interaction workflows, operational queues, universal contact data, real-time and routing and reporting across any communication channel