Genesys multimedia contact center solution

NEW. Genesys contact center solution also on the rent (for 5 and more agent seats) 

Contact center is the key of success for companies with large incoming and outcoming customer request number (calls, emails, web applications etc.). Contact center solutions can help company to manage all customer interactions, using the one multimedia customer service platform, so helping to improve customer satisfaction and increase the company's income. Adventus Solutions specialists helping customers to release the contact center projects from A to Z for more than 15 years. We implement Genesys platform which is a global multi-media contact center solutions leader and pioneer of several innovations. Almost all major banks in Baltic and Scandinavian region has chosen Genesys for their corporate contact center platform.

A single platform for all business contact channels

Genesys contact center platform:

  • The multimedia platform that combines all possible customer contact channels, the statistical and management tools
  • Combines the usual voice and digital customer service channels - calls, e-mail, sms, chat, social networks with the recent innovations - mobile applications, web co-browsing, web callback, web-call-through, marketing campaigns etc.
  • Adapted for several industries and suitable for contact centers, starting with 5 agent seats
  • Available for the implementation on-premises as well as in the cloud or in hybrid form
  • Integrates with your existing IT and PBX infrastructure

Genesys

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Genesys platform

Using Genesys clients benefit from the world's leading technology for contact centers - skill-based routing; customer self-service (IVR) options; voice, word and context recognition options, reply template library and other tools. Agent workforce planning tool, real-time and historical statistics etc. Platform is based on a unique and versatile customer demand (interactions) routing engine.

Genesys contact center solution is open SIP communications platform where all the components are from the same manufacturer, with guaranteed compatibility, with common vision and common technical support. Platform helps company to optimize costs and achieve a high level of service for each customer contact channel. The platform is available for the implementation of the company (on-premises) as well as in the cloud or in hybrid form.

Functionality

Genesys single platform combines all possible contact channels, providing management and analytics tools:

  • Inbound voice and video (ienākošie pieprasījumi)
  • Outbound voice (izejošie pieprasījumi) | Campaign management
  • E-mail, chat, sms, social networks, call back
  • Self-Service (IVR - interactive voice response)
  • Mobile engagement (smartphone integration)
  • Web co-browse, web call back,  web call through (WEB RTC)
  • Web engagement (web behavior analytics)
  • Call recording | Screen recording
  • SIP communications (Contact center and back-office)
  • Workforce management | Agent quality management | Agent scripting 
  • Analytics and Reporting
Advantages
  • A single platform that supports any communication channel
  • Unique and universal customer requests (interactions) routing engine
  • Integrates with your existing IT and PBX infrastructure
  • Supports a comprehensive application programming interface and software development set (API / SDK)
  • All interactions are managed from one user interface
Solutions for industries
  • Finance (banking, insurance)
  • Hotels and travel agencies
  • State and local government sector
  • Utilities and Energy
  • Trade
  • Telecommunications
  • Health care
About Genesys

Genesys contact center solutions used by: 

  • 34 of the world's 50 largest banks,
  • 16 of the world's 36 largest insurance companies,
  • 14 of 21 the world's largest telecommunications companies,
  • 4 of 6 of the world's largest airlines,
  • 13 of the 28 world's largest utility companies.

Genesys is appreciated by both customers and industry analysts. Genesys awards

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