Genesys Inbound Voice

Genesys Inbound Voice is technology of segmentation of incoming calls.

Advantages

A system controls availability of operators on the basis of their specialization and sends a call along with information on a call (the subscriber's card) to the most suitable employee. In a product the flexible environment of distribution on the basis of statistics of real time, data and business rules determined by the company is implemented, it increases performance of contact center, providing the greatest possible personalized service.

Managers of contact center using the simple graphical interface (BPM editor) can create and change the strategy of routing, adapting processes of service for the changing market conditions.

Window of the program of work with the client, 2014

In real time and the historical reporting statistical data allow to monitor monitoring, to quickly make decisions necessary for effective management, to receive reports on performance, efficiency and discipline of contact center.

The module Genesys Voice Callback helps to optimize work of contact center during the periods of a high load. The client is given an opportunity to request callback service "as soon as possible" or "in certain time" to avoid long waiting of connection with the operator.

Genesys IVR is an integral part of the platform, supports synthesis and speech analysis, is easily integrated with any internal IT systems of the company. Allows to organize complex circuits of work of contact center and the system of self-service. The graphic BPM editor for independent creation and management of scenarios of service contains.