Genesys Enterprise CloudGenesys' cloud architecture leverages the world-class SIP-based GVP/Media Services products at Genesys' core while providing the full Genesys suite of services in the cloud. This offer is customizable to meet the needs of enterprise customers, whether they need a large number of seats, heavy-duty premise system integration, or bespoke routing and reporting. Built on Genesys’ market-leading universal queuing and routing features, the full Genesys suite will add the ability to support blended agents of any type, including blending inbound with outbound, voice with e-Services, or any other combination.  |
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- Genesys Enterprise Cloud User Guide
Download this guide for detailed information about how Genesys Enterprise Cloud can work for your enterprise.
- Genesys Enterprise Cloud Support Guide
Download this guide for detailed information about how Genesys Enterprise Cloud can support your enterprise.
- Agent Desktop
The service will provide a web-based agent desktop that supports a variety of customer interaction channels – inbound voice, outbound voice, email, web chat, and third-party interactions. As a web-based desktop it can be easily integrated with other customer relationship management (CRM) or back-office applications.
- Email, Chat, and Social Media
Genesys Enterprise Cloud provides a set of eService capabilities designed to support email, chat, and social media management. An intuitive set of web-based interfaces allows users to easily customize how interactions should be managed, for example by performing basic categorization based on customer profile or through standard text analysis on the content.
- Call Recording
To address the needs of both liability and quality recording, users can record either all calls in the contact center or just a portion. Call recordings can be based on standard telephony information or any customer data collected. For example, you could only record platinum customer calls. All the relevant customer information collected is also stored with the recording, making it easy to search recordings.
- Conversation Manager
Conversation Manager delivers a flexible customer experience management engine. Storing information about relevant customer tasks and states helps optimize the customer service experience. Web interactions are fed into the Conversation Manager, giving callers a seamless service experience because the content provided by their web activity helps route the call, whether to an IVR application or live agent.
- Basic Service Elements
Genesys’ cloud architecture leverages the world-class SIP-based GVP/Media Services products at Genesys’ core while providing the full Genesys suite of services in the cloud. This offer is customizable to meet the needs of enterprise customers, whether they need a large number of seats, heavy-duty premise system integration, or bespoke routing and reporting. Built on Genesys’ market-leading universal queuing and routing features, the full Genesys suite will add the ability to support blended agents of any type, including blending inbound with outbound, voice with e-Services, or any other combination.
- Routing and Traffic
Using operational parameters and rules, users can control both custom routing strategies and pre-defined templates. Contact-center business hours are an example of an operational parameter. For example, during business hours callers may receive standard call routing, and outside of regular business hours callers may receive alternative treatments.
- Reporting (Real-time and Historical)
The service includes real-time and historical reporting. Web-based, real-time reporting is provided through a standard set of reporting templates. For historical reporting, a full suite of 32 reports is available. For a fee, new real-time reporting templates or historical reports can be customized by Genesys Professional Services. Users can directly tailor historical reports as well as download detailed interaction information to perform additional analytics based on their own business requirements.
- Workforce Management
The Genesys Enterprise Cloud solution delivers a comprehensive workforce management (WFM) solution allowing forecasting, scheduling, adherence, and other standard administrative tasks through a simple web-based interface. Agents can see their current schedules through a standard web-based interface and supervisors can view schedules, easily make shift adjustments, and perform schedule swaps. Additional WFM capabilities can also be configured through Genesys Professional Services at an additional fee.
- Genesys Voice Platform
Genesys Enterprise Cloud provides Genesys Voice Platform (GVP) as a managed service delivering rich self-service IVR capabilities. GVP delivers customers the market leading VoiceXML IVR deployed at numerous service providers worldwide. It includes a robust set of web interfaces to enable customer control, and it provides both call and application reporting. A suite of pre-packaged applications meets industry and specific customer needs. The pre-packaged applications can be easily customized.
- Mobile Engagement
With Mobile Engagement, an integration is now available between the mobile application and the customer service organization.