 | Genesys is the world’s No. 1 contact center software company. Genesys provides a comprehensive and open product suite that allows you to tie any customer interaction and your resources together to better manage your workforce, with reporting and analytic tools to help you meet your business goals. |
Your customers have many options of contacting you: phone, e-mail, Web chat, text messages, Instant Messaging and even video calls over mobile phones. In addition to managing multiple channels of communication, you must also choose the best resource to handle each interaction. Will it be handled by an agent, an expert, or an automated speech self-service system? Do you have the information to better manage your workforce and insights to increase revenue opportunities? How will you tie it all together?
No matter how customers choose to contact you, Genesys optimizes each interaction offering choice, convenience and a consistent service experience. The Genesys Customer Interaction Management Platform is at the core of the solution that routes and processes interactions across your enterprise, connecting customers to the right resource—the first time. Full reporting and analytics capabilities keep you informed and responsive to the changing needs of your business.
Genesys determines - in real time - a customer's value to the company, whether an automated or live agent will provide service, what agent skill-level is required, what cross-sell or up-sell to pursue, which agent script is appropriate, and when to escalate the customer service to a higher level. These real-time decisions yield first-call resolutions, shorter call durations, happier customers, lower costs and increased revenues.
| Genesys Express |  | 143K | EN |
| Genesys Suite 6 Enterprise Routing Solution | | 186K | EN |
| Genesys Suite 6 Enterprise Internet Contact Solution | | 139K | EN |
| Genesys Suite 6 Enterprise Outbound Contact Solution | | 160K | EN |
