Genesys Inbound Voice

Genesys Inbound Voice delivers better management and faster resolution of incoming customer queries through intelligent call routing. The flexible and customizable routing engine allows incoming calls to be sent to the best qualified internal resource, based upon your business rules. In addition, Inbound Voice easily integrates with Customer Relationship Management applications and corporate databases to provide agents with customer data so they can offer personalized service to each customer. The benefits of Inbound Voice include:

• Improved first call resolution rates by routing incoming calls to the best available agent
• Better and faster customer service through “screen-pop” of customer data sent to agent desktops. These screen pops prepare agents for calls, allow for personalized service, and end delays that occur when agents must search for customer data

Targeted marketing through customer segmentation that delivers priority service options based upon customer traits

Getting the right answer the first time is one of the keys to a positive customer experience. Genesys Inbound Voice, integrated with the Genesys Customer Interaction Management Platform, ensures that your customer voice calls are routed to the correct resource the first time. And with Inbound Voice, agents have customer data on their desktops, so they can resolve customer issues with the personalized service customers expect.

Genesys Inbound Voice Customers (partial list):
1-800-FLOWERS.COM	America First Credit Union	Aspen Systems
Bank of Oklahoma	BeCogent	Bisys
Blue Cross Blue Shield of Tennessee	CMS	Excellent eServices
Fiditalia Financial	FinecoBank	HelpMagic
Houston 311	Pacifica	Mobile TeleSystems
Outrigger Hotels & Resorts	R.H. Donnelly Publishing & Advertising, Inc.	Peoples Energy
Rabobank	StarHub	Siemens Business Solutions
Sovereign Bank	T-Mobile Czech Republic	T-Mobile Germany
Tampa Electric	Trinsic Communications, Inc.	Twenty4Help
Travelocity	USExpress	Volkswagen Financial
Union Bank