Key Capabilities - Call Center Resource Virtualization - Genesys

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Dynamic Contact Center Learn how you can dynamically manage fluctuating contact center conditions to optimize cost, quality and revenue objectives. Contact centers have evolved from siloed entities tasked with achieving cost-containment to strategic business units that must also deliver customer satisfaction and generate revenue. Unfortunately, achieving these three objectives often seems like a zero-sum game. Gains in revenue are offset by higher costs. Lower costs come at the expense of customer satisfaction. Genesys helps companies optimize these key business objectives. Genesys determines - in real time - a customer's value to the company, whether an automated or live agent will provide service, what agent skill-level is required, what cross-sell or up-sell to pursue, which agent script is appropriate, and when to escalate the customer service to a higher level. These real-time decisions yield higher first-call resolutions, shorter call times, happier customers, lower costs, and increased revenues. Genesys' powerful contact center capabilities can be added to contact centers without the need to "rip and replace" existing infrastructure. With Genesys, the contact center goals of customer service, cost containment, and revenue generation can all be achieved. Workforce Management and Optimization Business Process Routing Real-time Recommendation Consolidation & Virtualization of Resources Integrated Self-Service Branch, Remote & Expert Integration Internet & Multimedia Integration Proactive Contact Management Reporting & Analytics Customer-Centric Routing Workforce Management and Optimization Workforce Management and Optimization is central to managing and optimizing contact center resources. It gives you control over your operations by allowing you to both forecast the demand for agents and schedule agents based on real-time traffic volumes and resource availability. Workforce Management is designed to manage staffing needs across multi-site and multi-channel environments. Related Products: Genesys Workforce Management Back to top Business Process Routing Genesys Business Process Routing is the only solution that intelligently routes interactions and tasks in real-time between Workflow/Business Process Management (BPM) systems and the contact center. Business Process Routing ensures the seamless execution of work that begins in the contact center and extends across the enterprise by delivering the power of contact center routing to the back-office. Related Products: Genesys Open Media , Genesys Business Process Routing Back to top Real-time Recommendation Real-time Recommendation helps you capitalize on cross-sell and up-sell opportunities by recommending in real-time that an agent makes the customer a specific offer. The recommended offer is based on a customer's background, history and interaction type. Related Products: Genesys SDKs Back to top Consolidation & Virtualization of Resources Consolidation and Virtualization of Resources allows you to consolidate disparate hardware platforms and call center resources under a common software platform. Genesys' open infrastructure works with any platform, TDM or IP, any operating system, database, application or agent infrastructure, and any deployment environment - premise or network based, single or multi-site. Related Products: Genesys Customer Interaction Management Platform , Genesys Open IP Contact Center Back to top Integrated Self-Service Integrated self-service reduces call handling times and service delivery costs. It offers customers touch-tone or speech-enabled access to their accounts and company information for routine customer requests. Self-service allows customers to reach a skilled agent in order to resolve more complex needs. Related Products: Genesys Voice Platform, Genesys VoiceGenie Platform, Genesys Virtual Hold, Genesys Customer Interaction Portal Back to top Branch, Remote & Expert Integration Branch, Remote and Expert Integration allows you to harness all your staff resources to meet customer service and business goals. For example, high-value clients can be routed to in an agent in a branch office who is skilled in cross-selling, rather than being sent to the general call center. Related Products: Genesys Customer Interaction Management Platform , Genesys Open IP Contact Center Back to top Internet & Multimedia Integration Internet & Multimedia Integration accelerates business innovation by allowing companies to take advantage of Web environments by initiating customer interactions. For example, companies can use "co-browsing" or "page push" technologies to guide customers to the information they want or suggest an opportunity. Related Products: Genesys E-mail , Genesys Web Media , Genesys Open Media Back to top Proactive Contact Management Proactive Contact Management provides a personalized customer interaction experience by allowing you to send relevant outbound notifications at any time. It also enables you to create, modify, run and report on voice and multimedia outbound campaigns. Genesys Virtual Hold allows your customers to schedule a call-back at a convenient time instead of waiting on hold. Related Products: Genesys Outbound Voice , Genesys Proactive Notification , Virtual Hold for Genesys Back to top Reporting & Analytics Reporting and Analytics allows you to assess your contact center and customer service activity. It provides real-time and historical views of performance metrics and how they change over time. View examples of Reporting & Analytics Related Products: Genesys Customer Interaction Management Platform , Genesys Info Mart Back to top Customer-Centric Routing Customer-centric Routing puts an end to customer frustration by ensuring that each interaction is routed to the ideal resource no matter where that resource is located. This solution increases first-call resolution rates, manages variable call volumes with limited resources, increases cross-sell and up-sell rates, and improves agent satisfaction. View examples of Customer-Centric Routing Related Products: Genesys Customer Interaction Management Platform Back to top	Contact Options +1 888 GENESYS - say "sales" " Request for Contact Related Links Dynamic Contact Center Learn how you can dynamically manage fluctuating contact center conditions to optimize cost, quality and revenue objectives. Customer Success Learn more about Genesys Customers Analyst Coverage Get complete analyst coverage Upcoming Events See when and where Genesys will be in the coming year Hosted & Managed Services Learn how Genesys allow enterprises to leverage the capabilities of the Genesys product suite as an on-demand service Relevant Resources Dynamic Contact Center Whitepaper Transform the way service centers provide customer service by automatically optimizing customer traffic, internal resources and business outcomes. [PDF] Corporate Overview Brochure Learn how customers feel about customer service. [PDF] Solutions & Product Overview Brochure Learn how Genesys can help you improve your customer service. [PDF] Dynamic Contact Center Dynamic Contact Center for Dummies Request a copy of this easy-to-read summary of the DCC.