Genesys CIM Platform

Genesys Customer Interaction Management (CIM) Platform is the base product bundle for Genesys Engage, and is a pre-requisite for most other Genesys Engage products. CIM Platform captures, processes, routes, manages and reports the life cycle of customer interaction or activity type across any contact center environment. Each CIM Platform seat requires at least one Interaction seat or Gplus Routing Interaction.

Capabilities

• Intelligent routing of incoming voice calls, Genesys Multimedia items and 3rd party items
• Centralized creation of voice and/or multimedia routing strategies
• Centralized administration of all Genesys products
• Connection to premise and network switches
• Real-time and historical reporting of contact data
• Options include High Availability (HA) deployment and SNMP

Main products included in the CIM Platform bundle

• Management Framework (Management Layer, Configuration Layer)
• Genesys Administrator & Extension
• Solution Reporting (SAP BOBI, Crystal Reports, Real-Time Metrics Engine)
• Genesys Security Pack
• Universal Routing Server
• Orchestration Server
• Supervisor desktop
• Composer
• Genesys Pulse

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