Genesys Connect

The Genesys company announced in September, 2012 Genesys Connect for Service Cloud, a functional part of CRM from Salesforce.com. The new solution gives to the companies clients the chance of creation of contact center based on a cloud solution, at the same time all last technology developments of Genesys will be available to them. The new product developed as the application of Salesforce and closely integrated with Service Cloud creates uniform space of management of customer interactions for the companies.

Genesys Connect adds Service Cloud functionality of a voice communication and the politician and segmentation of databases gives opportunities to intellectual routing of calls using corporate that helps to connect clients to the necessary operators. The companies receive all flexibility of "cloud" service and close integration of contact center with Salesforce. At the same time the same "cloud" model, as in Salesforce is used: without software, the special equipment, switches or ACD (automatic distribution of calls). Thus, Genesys Connect allows to change with ease the scale of tasks and the used capacities as required, dynamically developing together with business regardless of location and the number of offices of the company.

Genesys Connect includes the system of routing of calls and self-service, the answering machine, a recording capability of calls, preparation of reports and holding polls of buyers. Thus, the solution provides to clients the best practices of consumer service, including the preset templates for routing of customer appeals which are easily changed by a one click of a key. Functionality of Genesys Connect:

• routing of incoming calls on the relevant operator using customer segmentation based on the solution Salesforce.com taking into account the value of the client, products, location, etc.;
• playing of a corporate greeting for strengthening of a brand and image of the company with the subsequent routing of calls according to subject of a request and presence of operators;
• routing of an incoming call on the operator who the last serviced the specific client;
• alternative channels of support depending on working time, holidays, etc.;

information output about the client in a pop-up window.

Operators, coordinators of groups and managers have centralized operation by all types of communications with clients now without need to study and use other tools. As Genesys Connect works completely from "cloud", agents do not need the special equipment, the software or a hardware complex. With a possibility of the IP telephony the staff of CC can productively work both from the house, and in a business trip. Besides, the number of employees of contact center at the moments of peak loads becomes simpler to increase.