Genesys Contact Center

The modern functions of identification and routing of calls supported by the solution Genesys allow to send the appeal of the client of the customer to the call center specialist capable to respond in the best way to his request at once. Besides, it is possible to distribute evenly workload between several contact centers of the company, having solved thereby a problem of an overload or idle time of resources and having as much as possible increased return from investments into development of contact centers.

2016: Genesys began dumping war in the market of software for call centers

As CNews knew, the American company Genesys specializing in creation of technological solutions for contact centers suggests customers of the competitors to pass to its software Omnichannel Engagement Center Solution on dumping conditions^[1].

As specify in Genesys, competitors in this case are Avaya, Alcatel Lucent, Aspect and Unify. The users who decided to refuse to them loyalty will be able to purchase the Genesys platform (Business Edition Premise) at a discount of 44% if the number of operators in their contact center is less than 150 people, and at a discount of 20% if number of staff exceeds this number. "It is the actual discount which is summed up with other possible discounts for purchase of solutions of Genesys" — add to the companies.

The basic cost of a product in Genesys was found it difficult to be set. "Within a single platform the different functionality can be purchased (for example, all or a part of canals of the entering service — a chat, calls, mail, etc., outgoing call-down, different solutions of analytics, personnel management, IVR, routing, etc.) — say in the company. — So the price varies depending on purchased solutions and the number of operators".

Genesys notes that the cost of integration of software into the program of discounts is not included. "The cost of Genesys Care service (technical support) is calculated from the product price at a discount — explain in the company. — Service of support is provided through partners of Genesys working in the region (Complex Solutions, Altuera, In-Line, AMT, Belmont Group, Avicon, CC Labs, CPM, Step Logic and so forth) who set final cost".

Among key features of the Genesys Omnichannel Engagement Center Solution platform for business in the company call the entering and outgoing omnichannel customer service personalized pro-active, scalability of the solution, a possibility of calculation and distribution of workload, process management and the analysis of addresses.

Omnichannel is meant as such organization of contact center when all communication channels are integrated around the user. It means that the call center operator possesses the complete information about all actions of the client, his requests, addresses solved and unresolved problems. If the user makes purchases in online store, collects a basket or fills out the request, then a system collects, saves and transfers to operators information on all these actions, as well as any other data on any channels of the address.

2014: The complete solution for all

On February 13, 2014 the Genesys company announced release of complete solutions: Premier Edition, Business Edition and Enterprise Editions focused on small, medium-sized and large enterprises respectively.

Premier Edition is completely cloud solution where all is provided necessary for small and medium call centers (up to 250 jobs), including the systems of routing and IVR, function of a business intelligence and optimization of labor resources (WFO), the built-in support within Salesforce Service Cloud, a packet of telecommunication services and many other things. Its main advantages are simplicity of deployment and ease of use.

Business Edition – the maximum feature set - the solution for average and large contact centers (up to 1 thousand jobs) with support of the systems of self-service, routing preset tunings, functions of monitoring and performance review in real time, regular hardware and other major parameters. The version allows to organize cloud, local or hybrid call center with a scaling option.

Enterprise Edition – the complete solution for large call centers (without restrictions on quantity of jobs) focused on a cloud, local or hybrid configuration where functions of cross-channel interaction management with clients, abilities to integrate with solutions of third-party developers and others enter.

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