Genesys Information Experience - Help, Docs, Video & More

Time 2020-11-04 15:05:30

Web Name: Genesys Information Experience - Help, Docs, Video & More

WebSite: http://help.inin.com

ID:104789

Keywords:

Experience,Information,Genesys,

Description:

Use channels like chat, email, and third-party messaging platforms, and related technologies such as AI-powered Altocloud Use these APIs, SDKs, customer service applications, and other products to simplify integration with third-party systems and extend the reach of your in-house software Use self-service features to design your own menu applications, voice and language solutions, and conversational AI Use Genesys Cloud Voice, a voice over IP telephony service, to provide local, long distance, and other calling services to your organization Drive employee engagement to enhance business outcomes with features such as workforce and quality management Use Altocloud to observe and analyze visitors in real-time on your website, and offer the most appropriate and effective channel to help them complete their journey Create and organize libraries of standard text responses to commonly asked questions that agents can use as they assist customers Agents interact with customers directly from your website using web chat automatic call distribution (ACD) routes chat interactions to agents in queues Co-browse enables agents and customers to share the same view of a webpage or web application Agents respond to customer email messages automatic call distribution (ACD) routes email messages to agents in queues Create a comprehensive repository of customer data that agents can take advantage of as they assist customers Agents send and receive interactions from third party messaging platforms , such as Facebook, Twitter, and Line automatic call distribution (ACD) routes messages to agents in queues Screen share enables agents to see the customer's screen during an interaction Agents send and receive SMS interactions automatic call distribution (ACD) routes SMS messages to agents in queues The highly configurable web chat widget enables customers to chat with agents directly from your website Genesys Cloud Edge handles media processing, SIP, and telephony services in a single survivable appliance Automatic call distribution (ACD) dynamically matches customer interactions and agents, processing and assigning interactions to the appropriate agent Configure and provision supported phones WebRTC phones, managed and unmanaged SIP phones, and remote phones Create scripts to help agents process interactions and to ensure consistent handling of interactions The Genesys Cloud Developer Center contains the tools and documentation for working with Genesys Cloud APIs and SDKs Discover, research, and connect with a broad range of customer service applications, integrations, and services in AppFoundry that meet your unique needs Create Genesys Cloud embedded clients to access a version of Genesys Cloud inside third-party systems or as browser extensions for use with any web app Conduct outbound dialing campaigns using contact lists, contactable times, Do Not Contact lists, wrap-up codes, call analysis responses, and rule sets Conduct outbound messaging campaigns using contact lists, contactable times, Do Not Contact lists Use Architect to link together predefined operations to create simple or sophisticated menu applications Use third party voice and chatbot integrations to interact conversationally with customers Use Collaborate to connect with people in your organization using chat, video chat, and document sharing on your browser, desktop, or mobile phone Use call recording to record both calls and ACD calls, use policies to record which ACD calls to record and how long to retain the recordings Use quality management to record and evaluate agents and interactions to improve the contact center experience Use screen recording to record an agent's screen during ACD interactions for quality and management purposes Use automated speech and text analytics capabilities on interactions to provide deep insight into customer-agent conversations Use workforce management to configure management units, set up activity codes, manually create schedules, and more Use digital channels like chat and email, and related technologies such as the AI-powered predictive engagement of Altocloud Use these SDKs, RESTful APIs, agent desktops, and other products to simplify integration with third-party systems and extend the reach of your in-house software Proactively engage with customers with features such as outbound dialing and campaign management Improve customer relationships with personalized self-service including Interaction Attendant and Speech PureConnect Altocloud is a customer journey analytics platform that analyzes all kinds of customer journey behavior and data PureConnect Chat incorporates chat interactions into your customer's overall engagement history, routing them to the agents whose expertise best matches their needs PureConnect Co-browse enables two or more people to view and interact with the same webpage simultaneously PureConnect Email supports and integrates with various email platforms to provide access to customers' email channels PureConnect Fax is a stand-alone, desktop application that allows users to send, receive, compose, view, forward, and print faxes from their workstation PureConnect IPA takes a communications-based approach to process automation, taking advantage of and building on the existing technologies and features PureConnect SMS is an integrated SMS (Short Message Service) server subsystem that connects with external SMS brokers to exchange messages PureConnect Social Media allows your contact center agents to receive and reply to inbound messages of various types from platforms such as Facebook and Twitter Use Genesys Widgets to enable features such as web chat, calls and callbacks, or chatbots PureConnect CX Insights is a web-based data visualization application that allows you to view and analyze real-time agent status and workgroup activity PureConnect Interaction Conference enables authorized users to schedule and host conference calls for internal and external use PureConnect Interaction Designer is a graphical application used to create handlers (programs) that control interaction processing behaviors PureConnect Interaction Director is a call routing solution for multi-site contact centers that provides scalable, reliable, and configurable pre- and post-call routing PureConnect Interaction Marquee uses the Customer Interaction Center (CIC) server to collect statistics and deliver them to a variety devices where they can be displayed in near real-time PureConnect Interaction Media Server handles the RTP audio streams for VoIP-enabled IC servers and it manages IP resources to serve large numbers of callers and agents on a single system PureConnect Interaction Reporter allows you to generate pre-defined reports, based on historical information PureConnect Interaction SIP Proxy routes SIP requests to a LAN, WAN, or to the PSTN, and it provides a number of reliable SIP call routing options PureConnect Interaction Supervisor is CIC's real-time performance monitoring system that displays metrics and sends notifications when user-defined thresholds are reached PureConnect Interaction Tracker enables CIC users to view the interaction histories between CIC users and outside people, or between CIC users, by maintaining a database of CIC users and their associated interactions PureConnect Interaction Voicemail is a stand-alone desktop application for managing voicemails, with a common interface for all supported mail platforms PureConnect Packaged Hardware includes servers with preinstalled software, SIP telephones, and media gateways PureConnect Phones can reduce initial IP phone configuration time and ongoing maintenance with managed IP phones PureConnect Scheduled Reports allows Customer Interaction Center users to schedule reports to run on a daily, weekly, or monthly basis, and it can distribute those reports to multiple locations PureConnect IC Business Manager is a framework that hosts several different CIC applications used to monitor and manage a contact center PureConnect Interaction Connect is a browser-based interaction manager offering call control functionality, chat features, and status management PureConnect Interaction Designer is a graphical application to create handlers (programs) that control interaction processing behaviors in Customer Interaction Center (CIC) PureConnect Interaction Desktop is our Windows-based interaction manager offering call control functionality, chat features, and status management PureConnect Interactive Update allows CIC administrators to manage release and patch updates to CIC and other PureConnect products and to download and apply the updates to client workstations and other devices on the CIC system network Oracle Service Cloud Integration incorporates Interaction Desktop in your familiar Oracle Service Cloud interface PureConnect Packaged Hardware includes servers with preinstalled software, SIP telephones, and media gateways Salesforce Integration provides advanced CIC call controls inside the third-party customer relationship management (CRM) system Salesforce SAP CRM Integration provides functionality of Interaction Desktop and Interaction Connect with the SAP IC Web Client using a combination of APIs, web tools, and remote access Siebel Integration allows the Siebel agent to conduct all phone operations while providing a powerful screen pop to a Siebel view, based on data collected in the phone system Skype for Business Integration PureConnect integrates with Microsoft Lync 2013 and Skype for Business 2015 to provide a new range of capabilities for users of both systems, including IM, voice, and video Unified Messaging Integration organizes voicemail, fax, email, and text messages as objects in a single mailbox that a user can access either with an email client or telephone Workforce Management Integration collects historical statistics and real-time user status updates from your CIC server and makes them available to your third-party workforce management software PureConnect Interaction Dialer adds predictive dialing, manual dialing and outbound campaign management features PureConnect Interaction Scripter enables campaign script developers to create standard or custom scripts for agents to use in Interaction Dialer outbound campaigns PureConnect Interaction Attendant automatically answers a call, presents the caller with menu choices, then routes the call according to the caller's choice PureConnect Speech integrates with Interaction Speech Recognition or third-party ASR software to provide speech recognition capabilities PureConnect Interaction Feedback is the PureConnect Customer Feedback Management solution for automated post-call and on-demand customer surveys PureConnect Interaction Optimizer uses forecasting, scheduling, and real-time schedule adherence allowing a contact center to plan for and ensure optimal staffing and service levels at any given time PureConnect Interaction Quality Manager features include the ability to record and assess calls, emails, chats, and social media interactions, for agent coaching and quality measurement PureConnect Interaction Recorder and Interaction Screen Recorder provide the ability to search and playback media recordings and to manage quality assessment control, in order to enhance performance and achieve operational goals PureConnect Interaction Web Portal combines several key call center management features to track your call center activity through a simple web-based portal Use digital channels like chat and email, and related technologies such as the AI-powered predictive engagement of Altocloud Use these SDKs, RESTful APIs, agent desktops, and other products to simplify integration with third-party systems and extend the reach of your in-house software Proactively engage with customers across multiple channels to manage expectations and keep them informed throughout their journeys Improve customer relationships with personalized self-service including conversational AI from Kate (via Dialog Engine) Genesys Altocloud analyzes visitor activity in real time, predicting and facilitating the steps that each customer needs to take to successfully navigate their journey Genesys Engage chat incorporates chat interactions into your customer's overall engagement history, routing them to the agents whose expertise best matches their needs Genesys Co-browse is a pure JavaScript and HTML solution that allows an agent and a customer to browse the same web page at the same time, by sharing the same instance of a browser window Genesys Engage email incorporates email interactions into your customers' overall engagement history, routing them to the agents whose expertise best matches their needs Genesys Engage Inbound SMS integrates Short Message Service (SMS) into Agent Desktop so that agents can exchange text messages with customers Genesys Intelligent Workload Distribution (iWD) creates a global task list—sorted on business value—that distributes your workitems to the right resource at the right time Genesys Messaging (WhatsApp) allows exchange of text messages, emojis, images, and Highly Structured Messages (HSM) between your agents and customers Genesys Engage Social (Facebook and Twitter) allows you to receive and send messages, posts, comments, likes, tweets, and retweets on the world's top two social engagement platforms, Facebook and Twitter Genesys Widgets is a collection of lightweight and highly configurable widgets that are optimized for mobile devices and support a variety of communication channels Genesys Engage callback lets your customers choose how they would like to be contacted when you can't offer on-demand, low-wait agent help Genesys Designer is a web-based tool for developing self-service and assisted service applications, including voice, that run on the Genesys platform Genesys Engage reporting provides the information you need to understand what's going on right now in your contact center—or to see how it performs over time Genesys Engage voice incorporates easy voice-interaction-handling into your contact center, routing calls to the agents whose expertise best matches customer needs Genesys Engage voicemail integrates with Genesys SIP Cluster to provide SIP-based voicemail and a SIP feature manager for Genesys contact centers Genesys Engage Agent Desktop empowers contact center agents to communicate with customers and team members through all of your interaction channels Use Genesys Engage Agent Setup to manage your cloud-based contact center and agent accounts for products such as Agent Desktop and Gplus Adapters Use Genesys Task Routing to submit work items to Genesys from an external source such as Salesforce or NetSuite so you can treat them like other Genesys interactions Use the Genesys Engage Gplus Adapter for Salesforce to handle contact center interactions seamlessly within Salesforce Genesys Engage cloud Developer Center has the reference materials and tools you need to work with the Genesys Engage cloud APIs CX Contact is a web-based application you can use to set up and manage outbound campaigns Genesys Dialog Engine, the Genesys chat bot, optimizes the customer journey by providing Intelligent Automation with intelligent, natural-language responses to user questions Use Genesys Engage Coaching to help managers, supervisors, quality-monitoring personnel, and agents with training processes Genesys Recording, Quality Management, and Speech Analytics leverages recorded customer interactions by analyzing each one for critical business topics and events Use Genesys Engage Workforce Management (WFM) to create staffing plans based on projected contact volumes and average handle times, as well as the various skills and skill levels of your agents

TAGS:Experience Information Genesys 

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