Genesys Customer Experience Platform

Genesys Customer Experience Platform - the flexible architecture of the platform of customer service allows the companies to select an implementation method: cloud services, own data processing centers or hybrid options.

As a part of the solution management of cross-channel interaction and optimization of labor resources, support of employees in branches of the company or working far off, offline work, routing and analytics, setup of the third-party systems and application integration.

Genesys Customer Experience is available in three options:

• Genesys Enterprise Edition is the solution for large contact centers scaled to an unlimited number of jobs.
• Genesys Business Edition - is intended for contact centers to 1 thousand jobs. This solution simple in use is also scaled in process of growth of contact center.
• Genesys Premier Edition is the cloud solution for contact centers up to 250 places providing all necessary tools for customer service. It is created so that to provide flexibility, speed of deployment and ease of use, has integration into Salesforce.com.

2017: Integration with Microsoft Office 365

On October 2, 2017 the Genesys company announced availability of functionality of the Genesys Customer Experience platform to users of a packet of Microsoft Office 365.

It is supposed that the specified properties in combination with the certified support of Skype for Business Server will help the companies to protect the long-term investments in the IT projects developed in hybrid, private and public cloud environments will provide migration in a cloud.

By means of support of Office 365 in the solutions PureEngage and PureCloud, the companies will be able to take advantages of the integrated solution package to the contact centers focused on voice and digital channels, the opportunities of virtualization of workflows, increases in efficiency of personnel and self service features implemented within a unified environment.

The main properties as a result of integration

• quality improvement of service due to the multichannel service using Skype for Business channels and other digital channels: e-mail, SMS, web and social networks;
• increase in an indicator of the problem resolution at the first treatment due to effective interaction of operators of corporate experts in the necessary area;
• elimination of geographical restrictions in work due to the virtualization of processes possible thanks to the availability of Office 365 and intelligent mechanisms put in the Genesys Customer Experience platform;
• simplification of the general structure of solutions that facilitates installation, administration and support of the integrated packet and as the result, reduces the total ownership cost (TCO);
• use within a single platform of opportunities of the solutions, best in the class, with support of multichannel service, optimization of work of personnel (WFO), self-service of clients and distributions of workload.

2015

Release of updating of Customer Experience Platform

On April 7, 2015 the Genesys company announced release of new generation of the platform for customer service of Genesys Customer Experience Platform.

Possibilities of the platform help the companies to manage all types of interaction in the multichannel environment, to coordinate and manage a full stroke of customer service, to provide additional support of sales with active involvement of clients in dialog in usage time of services of self-service by them, for example at orders in online stores or when filling forms of the registration/order.

Screenshot of the program window, 2014

Modern consumers use multimedia channels of interaction more and more actively with the companies, the majority of which reduces a multikanalnost to simple adding in contact center of new channels of service without their any synchronization with each other. And if the client when changing a channel of communication or a repeated call has to state again every time the question, then its loyalty will disappear very quickly.

The Genesys Customer Experience platform allows the companies to solve this problem by rapid implementation and strategy implementation of multichannel customer interaction. The new functionality integrates services of self-service and the channels of communication separated from each other. For example, the user who called CC and switched to IVR can receive the synchronized visualized help on the website of the company or in mobile application.

Integrating channels, the technology helps call center operators to see the general structure and the customer interaction history, to distinguish contact points, a route, actions of the client. Possessing this information the qualified employee can offer the help or consult the client, provide the necessary products or services to specific timepoint.

Screenshot of the program window, 2014

"In the conditions of constantly transformed market decision makers should not just develop the modern systems, and foresee market development and propose solutions to the customer before it needs to execute these or those business challenges — Oleg Saushkin, the representative of Genesys Telecommunications Laboratories in Russia and the CIS emphasized. — The Genesys Customer Experience platform is developed on such principles: it gives to the companies opportunities for the maximum control over information and its uses for accomplishment of business challenges of the company".

The platform maintains the involvement of the client on communication channels:

• Voice communication: the entering, outgoing calls or self-service
• Web: e-mail, forms, a chat, communications through a web in real time, social networks
• Mobile means: The SMS/text of the message, the application for self-service.

Integration with the product Skype for Business

On May 14, 2015 the Genesys company announced integration of the Genesys Customer Experience Platform platform into the Skype for Business system. It becomes for creation of the first-class customer service, the company, and advantages of the universal communication environment on the Genesys Customer Experience Platform platform stated.

Genesys - one of the first developer companies of corporate solutions for the contact centers which provided full-function integration into the Skype for Business system on the Unified Communications Managed API platform - a component of Skype Developer Platform. Such integration gives the chance to communicate with clients by means of video and audio communication, to exchange instant messages and it is easy to switch between these communication channels.

Representation of Genesys Customer Experience Platform, 2014

Consolidation of opportunities of Genesys for multichannel customer service and functionality of Skype for Business will help the companies to organize complex interaction with each of clients, to completely control communication process, saving the uniform history of interactions on all channels. For the companies of any size there are easily implementable a personal service and individual approach to each client.

"With integration of opportunities of Genesys and Skype for Business of the company received the complete solution capable to manage a full stroke of service and to optimize customer interactions. Such solution provides the uniform communication infrastructure allowing to control any kinds of interactions on all channels easily and to quickly change the communication channel and also to collect information and to perform its analysis — Oleg Saushkin, the representative of Genesys company in Russia and the CIS noted. — It is not about simple processing of addresses on Skype which our platform supports long ago, and about the deep integration of platforms allowing to reach business process managements the following level".

The Genesys Customer Experience Platform platform with the integrated Skype for Business system will be available in July, 2015.

Post-integration opportunities

• Ample opportunities for interactive multimedia interaction. Not the separate group of operators can be responsible for support via Skype, but the full-fledged CC — it gives the chance to involve the most competent specialists to service of specific addresses.

• Fast and easy transition between communication channels. Operators and clients will communicate in a chat, by means of video and audio communication through Skype for Business.

• Integration with a desktop of Genesys Omnichannel Desktop operator. For communication with the staff of the company and customer service long switchings between channels are not required — they are combined in one application.

Management of a full stroke of customer interaction. With any client who addressed to the company through Skype for Business, it is possible to contact through any other channel of communication — in the same agency interface and preserving of uniform history of addresses.

• Enhanced capabilities on collecting and data analysis. The solution Skype for Business is integrated in the Genesys platform which obtains and analyzes data from all channels of interaction.

2014: Partnership with IBM Watson for development of the joint solution for contact centers

The Genesys company announced in the summer of 2014 the beginning of partnership with IBM Watson, business division of the IBM company specializing in software development of services and applications which help to analyze natural human language and are able to issue answers to difficult questions quickly. The solution IBM Watson is the next stage of development of artificial intelligence which opportunities were shown on the American television quiz show Jeopardy.

Consolidation of solutions Watson Engagement Advisor and Genesys Customer Experience Platform in a new system will become result of cooperation. Watson Engagement Advisor is a commercial service which helps the organizations to enhance the involvement of clients, Genesys Customer Experience Platform – the platform intended for the enterprises of different scale and allowing to monitor interactions between the client and the company at the different levels and on different channels. On the basis of these two solutions the system based on technologies of natural languag processing which will study, process and analyze Big Data in the organizations for automation of actions will be developed. Such solution will be applied, first of all, in contact centers. Genesys is going to release a new joint solution at the end of this year.

The Ask Watson function gives opportunities of service of self-service in a chat and online interaction that allows clients quickly, in one click, without addressing the call center operator to solve the arisen problems. At the same time, not to miss the client who can leave a system after permission of the request the IBM Watson system has a notification option about need of switching to the operator. Thus there is always an opportunity not to lose the potential buyer of products and company services. Switching the client to the operator, a system will be guided by information on experience of the specialist, his qualification and those channels on which the employee usually accepts a call.

"The new solution of Genesys and IBM Watson capable "remember" a huge number of information on the company and also understand and process natural language queries, can make customer service more convenient and operational. 'Artificial intelligence' opens new interesting and really ample opportunities for contact centers: prompt and exact replies to client requests, automation of work and expense reduction due to reduction of number of operators, - Saushkin Oleg, the official representative of Genesys in Russia and the CIS comments. – For us work with IBM Watson – very much the innovation and interesting project"