Genesys Engage Multi Cloud

Main articles:

• Call centers (market of Russia)
• Omni channel

2020: Description of Genesys Engage Multi Cloud

For July, 2020 the Genesys company proposes the solution which provides the personalized service. Approach "service as service" is a method to receive in the order all necessary for start of omnichannel model of interaction during which clients will feel that they are important for business and their opinion matters. As a result, implementation of such model leads to decrease in outflow of clients and increase in income.

The solution Genesys Engage Multi Cloud will help to implement the Experience as a Service model in contact center. At the same time it is possible to deploy the solution both in public, and in a private cloud or in hybrid option. In respect of scaling of Genesys Engage Multi Cloud supports expansion without loss of reliability and stability of functioning. The solution can be scaled about tens to thousands of jobs without any additional setup. As Genesys Engage Multi Cloud is a product of industrial level, the solution conforms to all international standards and the last security requirements.

Genesys Engage Multi Cloud offers tool kit for omnichannel contact center within single solution — starting with the entering and outgoing calls, personnel management and drawing up working schedules, support of all types of digital channels and mechanisms of self-service and finishing with functions of uniform attendant workstation, processing of a feedback from clients, quality management, a reporting preparation and formation of analytics.

At this Genesys Engage Multi Cloud it is integrated with other corporate systems using flexible API and also offers a set of options of integration into popular software products. Besides, the solution has own ecosystem of the customized applications developed by third-party producers and partners of Genesys.

Transformation will demand the minimum efforts as the "service as service" model allows to re-structure and improve quickly all processes in contact center, without long stage of implementation and testing of the solution.