Genesys Orchestration

The Genesys company, solution provider for contact centers, announced in February, 2013 Genesys Orchestration – a process management system of customer interaction and consumer service. Genesys Orchestration complemented by the Genesys Business Rules application is focused on owners of businesses and managers of a managerial link and allows to change quickly rules of routing of calls and provision of services via the intuitive interface. Managers can make changes to segmentation and scenarios of service of customer groups, policy of routing and load distribution on operators – all this without the need for costly on time and resources of changes and setup of IT processes.

• Practice of customer service in easily set and set up software solution. Throughout long time control of routing in contact centers was exercised of IT departments. Setup of the simplest routing required considerable knowledge and skills in the field of technologies. Now using Genesys Orchestration – the technology based on 20-summer experience of the company and the best practices of routing – managers will be able to coordinate customer service processes independently. The Genesys Business Rules interface allows to configure easily scenarios of routing, the business rule and workflows in contact centers.
• Use of world practices and preserving of the best scenarios as templates. Genesys Orchestration allows to build processes of service on the basis of already built-in or newly created scenarios taking into account experience of the specific company and also to estimate efficiency used the politician and their compliance to assigned tasks. The most successful scenarios can be saved in the Genesys Rules system as templates, and then to reuse that considerably reduces time for development and software configuration.
• Simplicity of interaction management with consumers. The convenient and functional system interface of Genesys Business Rules allows the staff of marketing department and other business divisions to change instantly settings for service provision management. In particular, it is easily possible to change politicians of routing and customer service, these CRM systems and the history of purchases – actually any data on the buyer. Besides, managers can set conditions, triggering actions of any application integrated into the Genesys platform at the level support users. So, the expiring payment due date of the credit or the status of the next flight can be marked in Genesys Rules for initiation of outgoing notifications, a call back of the operator, personalisation of work of IVR or setup of routing.
• Genesys Orchestration and Business Rules are a part of Conversation Manager entering the Genesys 8 platform. Conversation Manager saves the history of customer interactions and all important information on them.

Example of use: insurance

Annually insurance companies carry out a re-registration of clients for change of their insurance policies. For support of this process which is usually limited to strict time frames a daily advertizing and marketing campaign is started. With Genesys Rules managers can instantly make changes to the strategy of routing, the structure of groups of agents and their competences and also to work of an IVR system for support of the taking place marketing actions. Business users can also initiate such processes as the pro-active notification or the offer to appoint a call back. At last, on the basis of return from these campaigns, managers can save the used strategy in the form of a template for application next year.