Hosted & Managed Services

A managed services call center solution is a flexible “pay-as-you-go/on-demand” solution provided to enterprises by a Managed Service Provider (MSP). Genesys is the leading supplier of managed services call center software to MSPs. With a managed service call center solution, businesses requiring a call center can outsource the technology infrastructure while retaining all the control and security they need. A managed services call center solution allows enterprises to select only the pieces they need, get leading-edge call center functionality quickly without capital expense, and protect their investment over time.

Genesys Managed Service Solutions are provided by many of the world’s leading MSPs, which offer enterprises the benefits of the entire Genesys Product Suite as an on-demand service capable of handling any type of customer interaction (voice, e-mail, Web chat, etc).

Enterprises that turn to MSPs for Genesys on Demand services reap the following benefits:

Lower capital costs

• No hardware or software to buy

Consolidated infrastructure

• Centralizing the call center infrastructure allows all agents in a multi-site organization to benefit from the same functionality. Centralization also lowers costs, since there is no need for different types of IVR, ACD and CTI servers
• Centralization of call centers lets companies transform multiple agent sites into one virtual call center that improves agent utilization rates and customer service
• Centralized environments make it is easier to introduce new technologies

Focus

• Outsourcing call center infrastructure allows enterprises to focus on value-add activities and core competencies, leaving the deployment, maintenance and management of the infrastructure to a service provider

Genesys Managed Services Solution for Self-Service

Self-Service enables enterprises to bring the resources of their Web sites to voice response applications. Built on “voice browser” technology, self-service enables any phone caller to get information from or conduct transactions with a company through voice or keypad commands, putting the wealth of Web content within the reach of every phone. Voice applications can reside on Web servers at the customer’s premises, or they can be hosted at a third-party location. Some large enterprises implement a multi-deployment model, installing a premises-based application to handle typical call volumes and a hosted application to manage overflow calls when volume spikes.
Learn more about our packaged solution, Genesys Customer Interaction Portal for Self-Service.

Genesys Managed Services Solution for Agent-Assisted Service

Agent-Assisted Service allows businesses to make routing decisions based on caller data and agent availability. Companies with premises-based routing and CTI can leverage that investment through integration with a Genesys-certified carrier network.  Such integration allows enterprises to define routing rules for network-level routing and provide geographically dispersed contact centers with advanced features at a lower cost. For companies interested in CTI and Intelligent Routing without the capital investment, Genesys service provider partners can offer a complete contact center software infrastructure as a pay-per-use service.

Enterprises that work with Genesys-powered MSPs benefit from an array of features that have made Genesys the world’s leading provider of contact center solutions

Complete Solution Suite The Genesys platform allows enterprises to address all their customer contact needs. Genesys integrates all interactions – whether phone, e-mail, SMS, or chat -- routes them to, premises-based, home-based, or  outsourced agents, extends routing strategies to knowledge workers outside the contact center, and generates cradle-to-grave reporting.

Integrated Platform. Genesys software is compatible with every major  switch and CRM engine. 

Enterprise Control. Enterprises that select Genesys-powered MSPs can retain independent control of their contact center operations.  Genesys offers a packaged solution, Genesys Customer Interaction Portal , that allows  users to build speech and routing applications and manage agents and skill groups without going through the MSP.

Enterprise Choice. Enterprises that select Genesys-powered MSPs can choose what to outsource and what to keep in-house. Any component of the solution can be hosted or deployed at the premises, so enterprises retain complete flexibility over how they add value to their existing investment. Enterprises can even choose to use their own infrastructure for day-to-day traffic and the managed service provider for overflow traffic, with the same application driving both in real time. Enterprises also have their choice of CRM, ASR and switch vendors. Applications can be developed in-house, by Genesys application partners, or by a SI. Finally, enterprises can choose among MSPs, since Genesys has partners in every major global market.