Genesys Contact Centre is an omni-channel contact centre solution designed for midsize and large companies. It offers multi-channel contact management, automatic call distribution (ACD), interactive voice response (IVR) and computer telephony integration (CTI) within a suite.
Available both in Web-based and on-premise deployment options, Genesys enables customer agents to handle both inbound and outbound communications from multiple communication channels, such as telephone, email, fax, Web-chat, video calls and SMS.
With the help of ACD functionality, the software automatically routes customer calls based on routing algorithms so that the queries reach the most appropriate resources.
Another key feature is the contact center virtualization, which allows users to efficiently schedule agents and entire contact center workforce based on their availability and skill set to provide optimal performance.
Customized reports and dashboards help in tracking contact center and agent performance so users get a complete view of the contact center activities across all customer touch points.