Genesys PureEngage Solution Overview

Genesys PureConnect Solution
Genesys PureEngage Solution Overview
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Genesys PureEngage Solution
Table of Contents
Genesys Customer Interaction Management...........................................................................1

Advantages:..............................................................................................................................1
Features:...................................................................................................................................2
Genesys Administrator............................................................................................................3
Genesys Administrator Extension............................................................................................4
Automated Solution Deployment................................................................................................4
Audio Resource Management.....................................................................................................4
License Usage Reporting..............................................................................................................5
Operational Parameter Management..........................................................................................5
Genesys SIP.............................................................................................................................6
Advantages:..............................................................................................................................6
Features:...................................................................................................................................7
Genesys SIP Voicemail (Feature Server)......................................................................................7
Features:...................................................................................................................................7
Genesys Voice Platform...........................................................................................................9
Benefits:.......................................................................................................................................9
Genesys Intelligent Automation, previously known as Genesys App Automation Platform
(GAAP)...................................................................................................................................11
Nuance Text-To-Speech.........................................................................................................13
Natural Expressive Speech Output.........................................................................................13
Tunable Output......................................................................................................................13
Global Solution.......................................................................................................................13
Scalable Solution....................................................................................................................14
Customizable Solution............................................................................................................14
Nuance Automatic Speech Recognition.....................................................................................14
Genesys Outbound................................................................................................................18
Genesys confidential and proprietary information

Unauthorized disclosure is prohibited.
Features:....................................................................................................................................18
Benefits:.....................................................................................................................................19
Genesys Interaction Recording..............................................................................................20
Key Capabilities:.....................................................................................................................20
Genesys Interaction Analytics................................................................................................22
Key Capabilities:.........................................................................................................................22
Genesys Quality Management...............................................................................................23
Advantages:............................................................................................................................23
Features:.................................................................................................................................23
Genesys Pulse........................................................................................................................25
Managing Contact Center Performance....................................................................................25
Customizable Dashboards through Widgets.............................................................................25
Multimedia Support...................................................................................................................26
Track Progress of your Outbound Marketing Campaigns..........................................................26
Benefits:..................................................................................................................................28
Features:.................................................................................................................................28
Genesys Info Mart and Interactive Insights............................................................................29
Genesys Info Mart......................................................................................................................29
Genesys Interactive Insights......................................................................................................29
Genesys Workforce Management..........................................................................................34
Advantages:............................................................................................................................34
Features:.................................................................................................................................34
Genesys Chat.........................................................................................................................40
Advantages:............................................................................................................................40
Features:.................................................................................................................................41
Genesys Email.......................................................................................................................42
Advantages:............................................................................................................................43
Features:.................................................................................................................................43

Genesys Co-Browse...............................................................................................................44
Advantages:............................................................................................................................44
Features:.................................................................................................................................44
Genesys SMS.........................................................................................................................45
Advantages:............................................................................................................................45
Key Features:..........................................................................................................................45
Genesys Callback...................................................................................................................46
Advantages:............................................................................................................................46
Genesys Workspace...............................................................................................................48
Advantages:............................................................................................................................48
Features:.................................................................................................................................49
CRM Integration with Workspace..............................................................................................49
Workspace SIP Endpoint............................................................................................................50
Genesys Knowledge Center...................................................................................................52
Key Features:..............................................................................................................................52
Benefits:..................................................................................................................................53
Conversation Manager..........................................................................................................55
Genesys Social Engagement...................................................................................................57
Genesys intelligent Workload Distribution.............................................................................59
Advantages:............................................................................................................................59
Genesys Gplus Adapters........................................................................................................60
Advantages:............................................................................................................................60
Features:.................................................................................................................................60
Genesys Software Development Kits.....................................................................................61
Advantages:............................................................................................................................61
Orchestration Server.............................................................................................................62
ORS Capabilities:.....................................................................................................................62
Orchestrating Customer Service............................................................................................62
SCXML-Based..........................................................................................................................62
Open Standards-Session Based Platform...............................................................................63

ORS and CIM Platform............................................................................................................63

ORS and Multimedia..............................................................................................................63
Genesys Mobile Services.......................................................................................................65
Connect Mobile Consumers to Customer Service.....................................................................65
Benefits:..................................................................................................................................65
Features:.................................................................................................................................65

Genesys Customer Interaction Management

The Genesys Customer Interaction Management (CIM) Platform ― the powerful, proven core of the
Genesys software suite ― automatically captures, routes, manages, integrates, and reports on
inbound and outbound customer interactions of all types, based on a company’s specific business
criteria, to guarantee the timely and proper treatment of each individual interaction.
The Platform centralizes the creation, administration, and management of the customer interaction
process, and integrates with the broadest range of contact center infrastructure, at both the network
and premise levels. With the Genesys CIM Platform, your customer service processes can seamlessly
align with your overall business processes.
The figure below illustrates the CIM Platform’s architecture:
Figure 1: CIM Platform's Architecture
Advantages:
 Provides the industry’s most flexible and scalable engine for processing customer interactions,
so that contact centers can add capabilities as their needs change.
 Maximizes agent productivity by integrating real-time customer interactions such as voice,
chat, fax, and email with service-related activities, such as off-line work item processing.
 Creates a universal queue of all interaction types and routes by business priority to the best
available resource, so all customer segments are serviced per business objectives.
 Improves customer service by applying business rules to initiate automatic escalation or
trigger interactions across channels (such as an email triggering an outbound call).

 Leverages existing investments and provides migration choice by integrating with the largest
variety of contact center infrastructure, including next generation IP infrastructure.
 Unifies control of all customer contact points.
Features:
 Modular approach allows the addition of communications channels and capabilities as
demand changes.
 Centralization simplifies configuration and administration of interaction workflows, operation
queues, universal contact data, real-time routing, and reporting across channels and locations.
 Dynamic configuration enables real-time reaction to changing contact center conditions.
 Routing, from basic to highly sophisticated, helps meet objectives for customer segmentation
and differentiated service with choices including screen pop, data-driven routing, agent
profile/skills-based routing, last agent/relationship-based routing, service-level routing, and
workforce routing.
 Included real-time customer interaction distribution view verifies performance of the routing
strategy.
 Virtual resource capability routes customer interactions to the best available resource across
multiple sites.
 Graphical interface simplifies the management of the customer path through the
organization.
 Complete, blended customer interaction history and knowledge base of standard responses
improves response time and accuracy by providing agents with the information and tools they
need.
 Integration with back-office applications and processes through Genesys Gplus Adapters
/Genesys SDKs.
 Real-time and historical reporting and pre-defined customizable reports on agent, business,
and interaction life cycle statistics with enhancements available for email, chat, custom media
interaction, business priority routing, and life cycle reporting.
 Optional import wizard simplifies integration of external data into the Genesys Configuration
Database.
 High Availability option configures software with multiple instances to run as primary and
backup processes and leverages industry-standard SNMP and hardware redundancy
capabilities.

Genesys Administrator
Genesys Administrator is a unified, web-based application that provides the ability to deploy,
provision, and monitor Genesys Applications and Solutions.
Genesys Administrator is organized in to four modules:
1. Deployment – Provides capabilities for installing Genesys applications on local and remote
hosts.
2. Provisioning – Supports creation, deletion, and modification of Genesys configuration data,
applications, and resources as well as Solution Control for starting and stopping Genesys
Applications and Solutions.
3. Operations – Operational management of Genesys functions; load, start, stop, manage.
4. Monitoring – Status monitoring of the Genesys Environment to include access to the
centralized log and alarm management. Additional Voice Platform and Outbound Contact
monitoring is available with installation of the related products.

Genesys Administrator Extension

Genesys Administrator Extension (GAX) is the next generation of Genesys Administrator and adds
more flexibility and support for additional platforms, along with a more business focused user
interface.
This enables management of key solution resources to allow a rapid response to changing business
requirements. This may include adding or altering of designated audio prompts, deployment of
solutions to local and remote locations or updating certain operational parameters.
The key elements of GAX are:
Automated Solution Deployment

Automated Solution Deployment (ASD) enables the user to fully deploy solutions to local and remote
locations. This includes installation and configuration of all necessary applications and updates to
existing multi-tenant applications, where appropriate. A Solution offering consists of multiple
installation packages (IPs) for Genesys components.
Audio Resource Management

GAX provides an interface for Audio Resource Management (ARM). This enables a user to manage
audio resources for both announcements and music files.
License Usage Reporting

License Reporting is a Graphical User Interface (GUI) application that is hosted by Genesys
Administrator Extension. It accesses data from a central License Reporting Manager (LRM) database
to provide on-demand reporting to Service Providers and tenant administrators.
Operational Parameter Management

Operational Parameter Management (OPM) enables the creation of parameters (called Operational
Parameters) that are stored in the Configuration Database. Operational Parameters can be used in
parameterized Routing Applications and other applications that can read these objects, in which the
values of the parameters are defined at runtime and integrated into the call flow.

Genesys SIP
Genesys SIP allows you to leverage the leading customer service suite on an open-standard IP
infrastructure that reduces costs, improves performance, increases flexibility, and improves
management control. This software integrates with any SIP-enabled IP infrastructure and
applications to provide functionality for voice and other communication channels without
proprietary requirements. It creates a single virtual pool of resources in the contact center, back
office, and remote locations to simplify administration and the addition of staff during peak times. It
enables the use of customer service applications such as presence, IM, and video to provide higher
levels of customer service. With Genesys SIP, you can extend the contact center across the enterprise
to access the best talent 24/7 and reduce customer frustration. The following figure illustrates the
SIP network architecture:
Figure 2: Reducing Customer Frustrations with SIP
Advantages:
 Frees you from vendor lock-in, allowing you to choose the hardware and software that fit your
business needs now and as they evolve.
 Allows you to fully utilize customer care professionals and experts in branch locations or
remote offices, and easily adjust staff as workload peaks and ebbs.
 Simplifies upgrades and reduces maintenance costs.
 Allows you to leverage multiple communication channels, including voice, video, IM, and chat.

 Enables migration to an IP-based system without ripping, replacing, or interrupting current

service operations.
 Provides significant cost savings without compromising customer satisfaction.
Features:
 Provides complete call handling including call routing, queuing, third-party call control, and
agent state tracking to improve voice interaction management.
 Minimizes capital expenditures with the deployment of industry-standard, off-the-shelf IP
endpoints such as SIP softphone, SIP hard phone, or analog phone with a VoIP gateway.
 Provides supervisor tools including silent voice monitoring, whisper coaching, and supervisor
intrusion.
 Allows all contact center system configuration and management to be delivered from a single
point of control anywhere on the network.
 Provides a low-cost, easy option for dynamically adding agents with a zero-footprint desktop.
 When paired with Genesys Interactive Insights, it increases the effectiveness of customer
service operation management with cradle-to-grave reporting that provides an understanding
of critical data and statistics on all customer service operations across the enterprise.
 Supports video on hold, video parking, and push instructional video titles for common
problems.
 Offers the ability to begin with a few contact center agents and scale to 30,000+ SIP agents
with the Genesys Customer Interaction Management Platform.
 Provides uninterrupted service levels with emergency default routing, backup and recovery of
established sessions and hot standby.
Genesys SIP Voicemail (Feature Server)

Genesys SIP Voicemail (GSVM) is a SIP-based voicemail solution for Genesys contact centers. It allows
callers to leave voicemail messages, and agents to retrieve and manage those messages. It lets users
do the following:
 Access Genesys SIP Voicemail using any telephone (inside or outside the office), or a web
browser. Functionality differs for the various connection methods:
 Access messages and manage greetings using a telephone.
 Access and manage messages, and administrators can access some configuration details using
a web browser.
 Manage basic GSVM system configuration using Genesys Administrator.
Features:
 Agent Voicemail is associated either with an agent or a DN.
 Group Voicemail is typically associated with a group, a department, or an entire company.

 Standard voicemail features: Deposit, Retrieve, Save, Delete, greeting management with an
option to record a personal greeting and an absence greeting.
 Message Waiting Indication (MWI) on SIP Phones and the agent desktop (Workspace Web
Edition or Workspace Desktop Edition).
 Email notification is supported by providing a URL to the voicemail box.
 User web portal to access messages and select greetings.
 Administrative control over mailboxes: setting the maximum number of messages, resetting
the PIN, and so on.
 Support for over 20 different language options.
 Support for Red Hat Enterprise Linux (RHEL) 5 64-bit operating system.
 Support for Storage Area Network (SAN) and encrypted storage partitions, by RHEL 5
capabilities.
 Capacity for a single-server deployment.
 Capacity for 5,000 mailboxes and 100 simultaneous voice connections using a single quad-
core Intel CPU 2+GHz.
 Capacity 15,000 mailboxes and approximately 150-200 simultaneous voice connections using
a dual quad-core Intel CPU 2+GHz.

Genesys Voice Platform

Genesys Voice Platform (GVP) is a software only, standards-based (or open standards) voice portal
that enables businesses to provide cost-effective customer interactions 24x7. GVP moves self-service
beyond traditional Interactive Voice Response (IVR), providing touchtone access to applications and
incorporating speech recognition technology for conversational exchange to identify and resolve
customer requests. GVP is tightly integrated with the Genesys CIM Platform to provide a caller
experience in which routine caller requests are handled through the self-service option and complex
calls are routed to the best available skilled agent.
Benefits:
 Provides a voice platform solution focused on the total customer experience, rather than just
the caller experience in the IVR.
 Seamlessly integrates self-service applications and agent-assisted transactions to align service
with customer values and needs, reduce costs, and enable end-to-end reporting.
 Provides a secure, flexible voice platform that can be deployed in TDM, IP, or hybrid
environments, architected for enterprises and service providers.
 Offers a future-proof investment with no need to rewrite applications as your infrastructure
evolves.
 Integrates with off-the-shelf hardware and software to leverage and protect previous
technology investments.
 Maximizes ROI by reducing costs for telephony, transport, and equipment that can be
centrally deployed and administered.
 You can use GVP as a stand-alone IVR, integrated with the Genesys CIM Platform, or as part of
a Genesys Intelligent Customer Front Door TM (iCFDTM) solution.
Features:
 Open, IP-based software-only platform interoperates with off-the-shelf hardware and
supports open standards such as VoiceXML 2.1, CCXML, as well as Session Initiation Protocol
(SIP) and related standards.
 Media Resource Control Protocol (MRCP) adherence provides unlimited choice for adding
speech technologies.
 Single point of management and reporting reduces the resources necessary to configure and
manage self- and assisted-service systems.
 Unified voice and Web infrastructure generates economies of scale by repurposing Web
investments for voice and breaking down silos between Web and legacy IVRs.
 Comprehensive, rapid application development tools reduce cost and time to create market-
ready applications.
 Secure platform includes support for secure transport and data storage mechanisms.

GVP includes these primary software components:
 Media control platform

 Call control platform
 Resource manager
 Genesys Composer
 Genesys Administrator
 Reporting Server

Genesys Intelligent Automation, previously known as

Genesys App Automation Platform (GAAP)
Genesys Intelligent Automation, (formerly known as the Genesys App Automation Platform and
Speechstorm) provides customer self-service and secure payments solutions for some of the best-
known names in telecoms, travel and logistics, and financial services across voice, mobile, and web
channels. Using information about the customer, call context and contact center capacity to deliver a
tailored experience on every call, Genesys Intelligent Automation improves increases self-service
rates and improves accuracy of call routing, saving time and money in the contact center and
delivering great customer experience. Central to Genesys Intelligent Automation is the concept that
personalizing the menus and options presented to a customer delivers a better customer experience,
and higher self-service rates than presenting the same menus and options to every customer. This is
enabled by the Control Centre, an easy to understand interface that puts business users in control of
the customer experience with the ability to make changes quickly and easily. It also provides
comprehensive reporting enabling the business to understand customer behavior and respond to it,
continuously improving the customer experience. Through the Control Centre, users have access to
configurable templates for more than 80 self-service application templates that can be incorporated
into call flows and a range of personalization features - including personas, shock absorbers,
interceptors - that allow the use of information about the customer, context of the call and capacity
of the contact center to deliver a tailored experience. Using Genesys Intelligent Automation enables
new and more sophisticated self-service applications to be delivered in a fraction of the time and
with much less effort than traditional development, while the ability to make instant changes
ensures customers are presented with the most up to date information to answer their queries. In
addition to IVR applications using both touchtone and speech, Genesys Intelligent Automation
enables powerful self-service and personalization to be applied to calls originating on the web or
mobile devices. Using Genesys Intelligent Automation Visual IVR and Mobile eXperience to engage
customers on the web or a mobile device just as they are about to make a call provides additional
context to the contact center, routing calls more efficiently, and effectively to where they need to go.
This in turn shortens call durations, improves first call resolution and reduces transfers.
Control Centre provides business users with the ability to:
 Configure prompts and menus.
 Upload audio files.
 Create and configure instances of pre-built Apps such as Identification, Payment Capture, and
so on.
 Run built-in reports, including a Customer Journeys report.
 Configure simple DTMF and ASR grammars using the Grammar Builder feature (more complex
grammars can also be selected/uploaded).
 Deploy (and roll-back) call flow changes from the test phone number to the live production
phone number with one-click.
 Use System Pulse reporting to identify usability issues in call flows.
 Import and export call flow definitions.

Behind the scenes, the Genesys Intelligent Automation framework provides:

 Multi-tenant capabilities.
 Built-in logging of report data.
 Ability to create a single call flow that will work with different supported versions of GVP
without needing modification.
 Fine-grained, configurable role-based user permissions.
 Integration to Genesys Conversation Manager.

Nuance Text-To-Speech
Vocalizer for Enterprise (Vocalizer) software from Nuance is a Text-to-Speech (TTS) engine optimized
for large-scale deployments of sophisticated telephony applications for the call center, carrier and
communications markets. TTS, also known as speech synthesis, takes text as input from a variety of
sources—databases, e-mail programs, news reports, Short Message Service (SMS), or other sources
—and converts it into natural sounding speech output. Vocalizer 6 is especially well suited for
presenting dynamic content including account data, billing addresses, store locations, directions,
stock quotes, and weather updates to callers interfacing with an application.
Vocalizer is proven to deliver remarkably natural sounding synthesized speech. Thus, Vocalizer voices
can be seamlessly intermixed with pre-recorded audio or used in place of recorded voices. As well as
increasing branding and personalization opportunities, this quality enables developers to accelerate
development while reducing risks and costs. To maximize the voice quality advantages that Vocalizer
provides, Nuance offers a complete service to develop unique, customized voices that can drive your
corporate brand across all your voice services—from directory assistance to customer care.
Built on the impressive capabilities of Nuance’s previous market-leading TTS products, Nuance
Vocalizer offers powerful new features and enhancements that deliver improved accuracy, higher
system density, better voice quality, and greater language coverage. Vocalizer 6 now offers an
unparalleled 46 high-quality languages and more than 107 voices, enabling the development of TTS
applications tailored to localized, multi-lingual, and multi-national markets.
Natural Expressive Speech Output

Businesses are naturally concerned that all spoken output their customers hear is of the highest
quality, and that it is consistent with their corporate identity. Vocalizer’s range of voices truly
captures the voice quality and emotion of target speakers, with such facility and consistently high
quality that Nuance offers a popular program to deliver customized TTS voices on Vocalizer 6. This
provides businesses with new opportunities in application problem coverage and corporate branding
across all their voice services.
Tunable Output
Vocalizer offers a unique Prompt Sculpting service. Prompt Sculpting is the ability to further optimize
output for specific application contexts, and to generate multiple synthesis versions from the same
input text – allowing the developer to select the prompt that sounds just right for that point in the
application. In the same way that you may record multiple takes with a voice talent before deciding
on the one that’s just right, Prompt Sculpting allows you to hear and guide different renditions of the
same sentence – just quicker than recording multiple takes. This output tuning capability opens the
addressable application space for TTS considerably. Static prompts can be perfected, carrier-slot
applications can be made much more consistent (for example, the carriers can always sound the
same), and all output can be tuned to the application context.
Global Solution
If your application serves a multilingual audience (for example, it serves more than one country in
Europe, or it serves a Spanish and English-speaking population in the U.S.) it is important that all your
customers receive the same quality of service. Vocalizer offers a range of more than 107 voices

across 46 languages. Additionally, it is important that your choice of IVR platform is not dictated by
your choice of speech technology. You should retain the maximum choice of platform and
deployment environments that meet your overall needs. Vocalizer has the largest installed base and
best platform support available, leaving you free to select the platform that best suits your
application needs, no matter where you are deploying.
Scalable Solution
Nuance can offer all its network voices and languages across such a complete size range. Vocalizer
provides exceptional densities and low latency, meaning callers are never left waiting for a response
from the system, even during peak usage.
Customizable Solution
Nuance provides various solutions for customizing Text-To-Speech systems. Customization maximizes
the synthesis quality of the Nuance TTS system for a (set of) application(s). For a domain and with the
right level of customization, Nuance’s Vocalizer can reach synthesis quality levels indistinguishable
from human speech.
The following standard components in Nuance Vocalizer TTS can be customized:
 Text Preprocessor performing message extraction and text formatting.
 Grapheme-To-Phoneme handling text normalization (for example, abbreviations, acronyms,
telephone numbers, and so on and assuring pronunciation correctness.
 Voice components (including the speech data) synthesizing the speech.
Nuance Automatic Speech Recognition

GVP incorporates the very latest Automated Speech Recognition (ASR) technology offered by Nuance
Communications into its Voice Self Service platform. Nuance optimizes their speech technology for
VoiceXML-based applications, with performance enhancements in dynamic grammar support,
reduction in memory requirements, and support to the World Wide Web Consortium (W3C) standard
Speech Recognition Grammar Specification (SRGS) grammar format.
Furthermore, Nuance Recognizer for automatic speech recognition supports more than 80 languages
and dialects, providing the largest possible choice of languages and dialects on the market. Multiple
dimensions drive Nuance’s innovation. It makes continuous improvements based on its extensive
experience delivering a broad set of successful speech applications—from small auto-attendants to
the largest call centers in the world. Nuance also benefits uniquely from the considerable knowledge,
intellectual property, data, and trade secrets embodied in its complete portfolio of speech
technologies.

Genesys Outbound is one of a broad suite of Genesys contact center solutions that includes powerful
voice self-service, assisted-service for every communication channel, flexible integration options and
management insight systems-all linked on the most open platform to deliver exceptional contact
center and customer service capabilities. Genesys Outbound is a software dialer for creating,
modifying, running and reporting on outbound campaigns for collections, telemarketing and
proactive customer contact.Genesys Outbound intelligently leverages existing customer data to
ensure that campaigns are contacting the right customers, not just a large number of
customers. Genesys Outbound is often used for collections and telemarketing, but also for building
customer relationship by anticipating their needs and contacting them proactively to meet their
needs.

Agent resources are expensive and anything that can be done to automate mundane and routine
tasks provides a compelling return on investment. Outbound Contact improves efficiency by
automating the dialing and call progress detection so an agent is only required in the most critical
part of the call - when a customer is connected. Furthermore, Genesys Outbound used for proactive
contact helps build loyalty with existing customers. For example, Utilities companies notifying
customers of planned service outages, Healthcare providers reminding patients of scheduled visits,
Airlines notifying passengers of cancelled or delayed flights, Car dealerships contacting their
customers for regular maintenance appointments, etc.

Features:
 Software-based predictive dialer for various dialing modes including progressive, predictive,
and preview to meet different business requirements.
 Flexible and customizable campaigns, contact lists (calling list) format, record prioritization,
campaign agent-group assignments and agent scripts integration.
 Routing to optimize contact center performance.
 Blending capability allowing inbound calls to overflow to the outbound call center during
peak hours to maintain service levels and maximize agent productivity.
 Rich set of “treatments,” for rescheduling/redialing unsuccessful interactions (calls).
 Unified platform for inbound and outbound call center monitoring and reporting.
 Comprehensive and customizable real-time and historical reporting in tabular and graphical
form.
 Fully open customer interaction database for uploading and downloading calling lists with
call results and business data.
 Rich set of APIs for desktop and third-party customer-care (CRM) application integration.
 Centralized management that supports remote starting/stopping of solution, configurable
system alarms, and logging requirements.
 Support for a wide variety of PBXs, operating systems, and databases that cater to specific
call center needs.


Benefits:
 Increase revenue of telemarketing campaigns: Reaching the right customers based on

customer intelligence.
 Increase customer satisfaction by proactively addressing customer needs.
 Leverage real-time data to increase the hit ratio of campaigns.
 Maximize agent productivity and reduce cost of outbound campaigns.
 Benefit from an open, scalable solution that accommodates growth and expansion within the
contact center.
 Optimize agent resources by playing IVR announcement to a live person or when an
answering machine is detected.
 Execute a campaign in a virtual contact center environment without duplicating costly
hardware at each of the remote sites.

Genesys Outbound
Genesys Outbound is one of a broad suite of Genesys contact center solutions that includes powerful
voice self-service, assisted-service for every communication channel, flexible integration options and
management insight systems-all linked on the most open platform to deliver exceptional contact
center and customer service capabilities. Genesys Outbound is a software dialer for creating,
modifying, running and reporting on outbound campaigns for collections, telemarketing and
proactive customer contact. Genesys Outbound intelligently leverages existing customer data to
ensure that campaigns are contacting the right customers, not just many customers. Genesys
Outbound is often used for collections and telemarketing, but also for building customer relationship
by anticipating their needs and contacting them proactively to meet their needs.
Agent resources are expensive and anything that can be done to automate mundane and routine
tasks provides a compelling return on investment. Outbound Contact improves efficiency by
automating the dialing and call progress detection so an agent is only required in the most critical
part of the call - when a customer is connected. Furthermore, Genesys Outbound when used for
proactive contact helps build loyalty with existing customers. For example:
 Utility companies notifying customers of planned service outages.
 Healthcare providers reminding patients of scheduled visits.
 Airlines notifying passengers of cancelled or delayed flights.
 Car dealerships contacting their customers for regular maintenance appointments.
Features:
 Software-based predictive dialer for various dialing modes including progressive, predictive,
and preview to meet different business requirements.
 Flexible and customizable campaigns, contact lists (calling list) format, record prioritization,
campaign agent-group assignments and agent scripts integration.
 Routing to optimize contact center performance.
 Blending capability allowing inbound calls to overflow to the outbound call center during
peak hours to maintain service levels and maximize agent productivity.
 Rich set of treatments for rescheduling/redialing unsuccessful interactions (calls).
 Unified platform for inbound and outbound call center monitoring and reporting.
 Comprehensive and customizable real-time and historical reporting in tabular and graphical
form.
 Fully open customer interaction database for uploading and downloading calling lists with
call results and business data.
 A rich set of APIs for desktop and third-party customer-care (CRM) application integration.
 Centralized management that supports remote starting/stopping of solution, configurable
system alarms, and logging requirements.

 Support for a wide variety of PBXs, operating systems, and databases that cater to specific
call center needs.
Benefits:
 Increase revenue of telemarketing campaigns: Reaching the right customers based on
customer intelligence.
 Increase customer satisfaction by proactively addressing customer needs.
 Leverage real-time data to increase the hit ratio of campaigns.
 Maximize agent productivity and reduce cost of outbound campaigns.
 Benefit from an open, scalable solution that accommodates growth and expansion within the
contact center.
 Optimize agent resources by playing IVR announcement to a live person or when an
answering machine is detected.
 Execute a campaign in a virtual contact center environment without duplicating costly
hardware at each of the remote sites.

Genesys Interaction Recording

Genesys Interaction Recording (GIR) is a compliance and control platform based on Genesys SIP, T-lib
(T-Library) protocol, and the Genesys proprietary event model. Fully integrated to the CIM platform,
GIR provides economies and powerful recording control via a host of integrations across the suite.
Interaction recording uses Media Stream Replication (MSR) with Dual Channel Recording. SIP
sessions to the recorder provide basic call information and voice - Real-Time Transport Protocol (RTP)
- data. MSR is where Media Server replicates the RTPs and makes them available to the recording
server. Additional events and information are provided by the T-Server part of SIP Server and T-
Servers themselves.
GIR provides a comprehensive software solution to address market needs and challenges for the
following areas:
 Legal and regulatory compliance.
 Liability and dispute resolution.
 Supports training, coaching, and speech analytics.
Key Capabilities:
GIR’s key capabilities are:
 Recording encryption with public key infrastructure.
 Multi-site recording and retrieval.
 Archival support.
 Direct integration with GIA speech and text analytics.
 Full-time recording: Records every call for a specific DN through configuration.
 Selective recording: Decision to record a party in the call is made at a Routing Point and the
recording starts as soon as the call is established.
 Dynamic recording: Recording Sessions are established on an as - needed basis after the
Communication Session is established. T-Library recording functions are provided to allow
third parties, such as agent desktopa, to record on demand.
 Call recording can be started while supervisor monitoring is enabled.
 Real-time control of the call recording: You can pause or resume recording on demand by the
agent, or by the workflow when the customer provides sensitive data such as a PIN. This is the
same functionality as Dynamic recording.
 Support of secured communications, such as SIPS and SRTP (Secure Real-Time Transport
Protocol).
 IVR recording.
 Genesys Administrator Extension (GAX) plug-in for the administration of Call Recording.
 GIA direct audio support.

 Geo Location for WAN/Latency cost control.

 Audio Tones for compliance.
 Multi-site call recording and retrieval.
 Full PKCS7 Encryption.
 Storage, Retrieval, and Archive support.
 Systemic monitoring and alarming.
 Unified UI across Call Recording, QM, Speech Analytics.
 Policy based recording by Tenant and line of business.
 Record via attached data.
 Architectures: Cloud/ Premise/ Hybrid.

Genesys Interaction Analytics

Genesys Interaction Analytics (GIA) is our award-winning Customer Interaction Analytics platform.
Genesys leverages customer interactions via multiple channels including calls, e-mails and chat
sessions, as well as direct customer feedback via social media sources, and analyzes each interaction
or source of feedback for critical business topics and events, as well as customer sentiment, with
unmatched accuracy. The system precisely and completely listens for all topics discussed by
customers and contact center agents and then identifies and categorizes exactly what took place
within each interaction.
Key Capabilities:
 Recording System Independence – Genesys Speech Analytics connects to and analyzes call
recordings from any recording platform, providing maximum flexibility no matter which or
how many different recording systems are used and ensuring investment protection if a
company chooses to change recording vendors in the future. If a company operates in a
heterogeneous environment with different recording products, uniform analysis and reporting
throughout the enterprise is assured.
 Global Language Support – For Speech and Text Analytics purposes, Genesys currently can
analyze conversations in: All dialects of English (US, UK, Australia); Both European and North
American Spanish; Brazilian Portuguese; Catalan; and German.
 Personalized Dashboards – Web-based dashboards delivered by Genesys Speech Analytics
enable ongoing visibility into contact center performance and customer feedback. Non-
technical end-users can easily customize their dashboard to deliver exactly the information
they need, and the dashboards automatically display only the data each user is authorized to
see.
 Powerful Reporting, Analytics and Decision Engines – GIA calculates, correlates and predicts
Key Performance Indicators (KPIs). Its direct, precise measurements enable effective decision-
making.
 Unified Data Mart – Interaction related data from external applications can be extracted by
GIA and linked directly with the respective interaction, then GIA correlates its unique
interaction metrics with these external metrics. This functionality provides a single,
consolidated source for all your interaction related data.

Genesys Quality Management

Genesys Quality Management delivers a comprehensive set of components used to improve the
customer service quality provided by employees and to meet enterprise liability/compliance
recording needs. By enabling contact center manager and supervisors to more effectively analyze
the performance of their employees, Genesys Quality Management gives organizations the tools they
need to improve and achieve their objectives. Genesys Quality Management is an integral part of
Genesys’ Workforce Optimization (WFO) positioning, and you can use it to significantly
improve/standardize and closely monitor the quality of customer service.
Advantages:
 Provides a complete set of solutions to effectively manage your contact center including
interaction recording, screen capture, agent evaluation and live monitoring
 Designed for both small and large contact centers and fully supports distributed and hosted
environments
 Quality Management architecture features full redundancy for performance and high
availability
 Ease of install and use – designed from the user point of view
 Full support for compliance recording to help you meet PCI DSS, HIPAA, Sarbanes-Oxley and
Securities and Exchange Commission requirements
 Privilege-based user access including optional call encryption with full audit log of every user
action taken to ensure a high level of security
 Robust Media Lifecycle Management (MLM) supports your requirements for capturing,
archiving, restoring, backup and deletion policies based upon media type and meta data
content
 Localization with multiple languages including English, Spanish, French, German, Russian,
Czech, Bulgarian, Polish, Romanian, Slovak, Slovenian, and Turkish. Each user can select their
preferred language and new localizations can be added easily
Features:
 Call Recording — a web-based, IP call recording product with search and playback,
security/encryption, and Media Lifecycle Management functionality. Call Recording is easy to
install and use and supports centralized management, access and control of the recording
environment.
 Quality Manager — a comprehensive contact center quality assurance product for scoring
and improving an agent’s performance. Quality Manager enables the creation of
questionnaires with multi-level scoring, scheduling and execution of evaluations, and the use
of reports to spot trends. Quality Manager includes live monitoring functionality that provides
supervisors with a real-time overview of all their agents’ active calls. The live monitoring
functionality allows supervisors or contact center managers to listen to live agent interactions
and to add flags and scorings for later review.

 Screen Capture — records agent screens, providing a company with the means to evaluate
the performance of individuals or groups of contact center agents throughout the
organization. Screen Capture, when paired with Call Recording, provides a full view of an
agents handling of customer interactions.

Genesys Pulse
Genesys Pulse is a web-based performance dashboard solution that offers contact center managers
and supervisors real-time access to key performance indicators (KPIs). With Pulse, you can manage
your Service Level objectives and gain actionable insights into individual and team performance, as
shown in the figure below:
Figure 3: Analyzing Reports with Genesys Pulse
Managing Contact Center Performance

Better managing contact center performance begins with easy access to the right statistics in real
time. To understand the status of your service level performance and to have the right statistics
available to better manage employee availability and behavior, you need to have a solution that
offers the flexibility and speed to make informed decisions quickly. With Pulse, you monitor the
status of your queues and gain actionable insights into individual and team performances. You can
also visualize in real-time the status of your workforce to make the right decision at the right time.
Customizable Dashboards through Widgets

Genesys Pulse proposes several personalized dashboards based on your specific functional,
geographical, or organizational needs. Each Genesys Pulse dashboard presents information by using
widgets. You can easily configure these widgets to display them as graphs or tables and to display
information about queues, outbound campaigns, agent groups, or employees. Through selecting
specific Key Performance Indicators (KPIs), such as service level, the number of interactions handled

and average handle time, you can quickly customize Genesys Pulse to match your needs and help you
make better decisions faster.
Multimedia Support
Customers use a growing number of communication channels to contact your organization, adding to
the complexity of delivering on your service level objectives. Genesys Pulse supports customer
communication channels, such as voice (inbound and outbound), email, chat, and social media
interactions. Through Genesys Pulse, you can monitor the complete customer experience and ensure
your service levels across all channels.
Track Progress of your Outbound Marketing Campaigns

Managing the trade-off between your workforce and workload can be challenging without the
appropriate monitoring solution. Through Genesys Pulse, you can monitor the progress of your
marketing campaigns across multi-sites as well as the service level of your activities on the same
dashboard, which helps your manager to adjust their intraday marketing activities based on the
current service level and entire workforce.
The following graphics display the different types of Genesys Pulse reports:
Figure 4: Monitoring with Genesys Pulse's Key Performance Indicators (KPIs) and Bar graph
widgets

Figure 5: Monitoring with Genesys Pulse's Line graph widgets
Figure 6: Monitoring with Genesys Pulse's Donut widgets
With Genesys Pulse, you can associate specific thresholds with the widget visualizations, such us
alerts and size. You can also select Alerts for statistic to define the alert values. In addition, you can
define the default display settings for your widget. Users can change these options on their own
dashboard. The following figure displays an example of threshold alerts:

Figure 7: Providing threshold alerts with Genesys Pulse
Benefits:
 Intuitive user interface (UI).
 Easy customization through widgets.
 Accessible from any location through thin-client technology.
 Track and monitor the progress of outbound campaigns.
 Support for multimedia interactions.
 Real-time status of the contact center workforce across all channels.
 Export widget KPIs to a Comma Separated Values (.CSV) format.
Features:
 At-a-glance view of statistics.
 Intraday trends of contact center KPIs.
 Multiple graph types.
 Pre-defined reporting widget templates.
 Custom report and statistic formula creation.
 Support for tablets.
 Third-party integration.
 Administration tool via command-line.

Genesys Info Mart and Interactive Insights

Genesys Info Mart
Genesys Info Mart and Interactive Insights deliver a complete solution which serves as the Genesys
reporting and analytic platform. Info Mart is the data repository. Interactive Insights is the reporting
and analytic tool. Info Mart continues its expansion and performance as the Genesys platform for
reporting and analysis. It is the single data repository for all customer interactions and agent details
collected from various Genesys data sources.
Genesys Info Mart has two components:
 Info Mart Server - provides Extraction, Transformation, and Loading (ETL) logic.
 Info Mart Database - provides interaction details in an industry standard Star Schema format.
Key Capabilities:
 Supplies data to Interactive Insights, the Genesys reporting and analytic tool.
 Provides historical interaction details, configuration history, and agent data in a single
repository.
 Provides intraday loading.
 Leverages Interaction Concentrator (ICON) as a source of interaction data. Other data sources
include Stat Server Database and GVP VAR database.
 Facilitates data access by various pre-defined and user-defined dimensions.
 Enables mapping between user attached data and user-definable dimensions.
Genesys Interactive Insights

Genesys Interactive Insights and Genesys Info Mart deliver a complete solution which serves as the
Genesys reporting and analytic platform. Interactive Insights is the reporting and analytic tool. Info
Mart is the data repository.
The Interactive Insights customer gets:
 Insights Portfolio, a collection of best practice Voice-Only Interactive Insights reports that are
designed to replace most ACD Reports.
 Query and Analysis Application, which empowers users to view, modify, or create an
unlimited number of Interactive Insights reports. In addition, the insights and interactivity
capabilities are role-based — Contact Center Management can choose who can see what
information and how much they can interact with Interactive Insights reports.
 Interactive Insights Universe, which is a business representation of Info Mart data that helps
Interactive Insights users to access data autonomously using common contact center and
business terms.

 Attached Data permits users to create a business context around customer and agent
interactions. Two fields are immediately customizable by the customer, Out-of-the-Box. They
are called Service Type and Service Subtype, but they can be labeled to hold anything. More
fields are available through a PS engagement.
Key Capabilities:
 Insights Portfolio consists of 10 agent-based reports, 5 queue-based reports, and 2 business
results-based reports. These Interactive Insights-based reports use the dimensions, filters, and
measures that are available from with Interactive Insights. Each report can be modified or
protected, and comes with its own description of metrics used.
Query and Analysis Application delivers the following:
 An Info View portal, where Interactive Insights users can view and modify (via drills and filters)
Interactive Insights reports
 The Web Intelligence tool, which is launched by the Info View portal. Interactive Insights users
can use it to create reports ad-hoc from the query panel by dragging and dropping objects
from the Interactive Insights Universe.
IT receives the tools to supervise, design, and specially customize the deployment.
Power users can schedule and publish role-based reports that are delivered and personalized
based on user roles. For example, a Contact Center Senior Manager would have access to
strategic-level performance information, whereas an agent would see just his or her past
performance statistics.
 Interactive Insights Universe is a semantic (meta data) layer that the Interactive Insights
application uses to consider and interact with Info Mart. The Universe sees Voice-Only data in
Info Mart plus two customizable ‘attached data’ fields. The Universe consists of 4 core
dimensions (time, queue, agent, and service type), and 235 measures/metrics. Professional
Services (PS) can be engaged to extend the Universe to include other data stored in Info Mart,
such as email, chat, and Third-Party Media (used for managing business processes and
sometimes called BPR).
 Attached Data is simply customer-defined data. Out-of-the-box, Interactive Insights leverages
two customer-defined attached data types (Service Type and Service Subtype) in the Insights
Portfolio reports. Report developers can use these two ‘attached data’ items to organize
contact center metrics in a form that is unique to their processes. PS can extend the Universe
to reach additional attached data fields in Info Mart.
The following graphics show examples of GI2 reports:

Figure 8: Call and user activity information reports

Figure 9: View the details of an agent’s interaction handling
Figure 10: Monitor the counts, durations, and percentages for each Not Ready reason code

Figure 11: View a chronological breakdown of one user's activities over time

Genesys Workforce Management

Businesses struggle to match agent availability and skills with customer needs and staff volume.
Overstaff and you are wasting money. Understaff, or even staff agent skills inefficiently, and you risk
a bad customer experience. Genesys Workforce Management is a comprehensive performance
management application that enables you to confidently forecast staffing levels, flexibly manage
agent schedules, and accurately track workforce performance and results in multi-site and multi-
channel contact centers. This is the only integrated workforce management solution to offer
automatic updates of historical data and agent skill information in real time across all media channels
to ensure the most accurate planning.
Advantages:
 Enables businesses to develop scheduling strategies based on skills, tasks, and shift
preferences.
 Helps managers determine if plan is being met through intra-day schedule views.
 Improves productivity through a click-and-drag interface and bulk schedule edits.
 Improves contact center performance by sending alerts when variances exceed specified
levels.
 Enables managers to perform root cause analysis of changes made in workforce management.
 Eliminates manual and error-prone skill-set updates with easy integration to the Genesys
suite.
Features:
 Advanced forecasting that utilizes historical data and user-defined service objectives for
accurate forecasts across all media and service types.
 Flexible workforce scheduling that provides more control over scheduling and improves agent
satisfaction.
 E-mail notification that proactively notifies supervisors and agents of important events,
increasing efficiency and reducing administrative costs.
 Real-time adherence that provides an instant view of actual agent activities versus a static
view of daily schedules.
 Sophisticated contract rules that simplify compliance with local labor laws.
 Comprehensive reporting that provides a wide selection of reporting for configuration,
planning, forecasting, and scheduling.
 Web-based architecture that provides contact center planners, supervisors, and agents with
convenient access to the performance tools they need through a user-friendly Web browser-
based interface.
 Workforce management integration API that gives developers easy integration with third-
party contact centers, and front and back-office systems.

The following graphics show how simple it is to use Genesys WFM for forecasting staffing needs. The
first graphic shows how you can build your volumes forecast in 3 easy steps:
1. Click Volumes.
2. Click Edit to open the Volumes Build Wizard.
3. Select your forecast method.
Figure 12: Workload forecasting by maturity in 3 easy steps
You can add customized shrinkage during forecasting, as shown in the following graphic:

Figure 13: Adding custom shrinkage during forecasting
Agents can see their schedules at-a-glance, as shown in the graphic below:
Figure 14: Graphical Agent Schedules

You can add voluntary exception entries to optimize staffing, as shown in the graphic
below:
Figure 15: Adding Exceptions
You can create schedule trading proposals, as shown in the graphic below:

Figure 16: Interactive Schedule Trading
You can optimize schedule preferences, as shown in the graphic below:
Figure 17: Optimized Schedule Preferences
You can add bid assignments for agent schedules, as shown in the graphic below:

Figure 18: Managing Agent Schedule Bidding
You can schedule shared carpools, as shown in the graphic below:
Figure 19: Scheduling Shared Transportation

Genesys Chat
Genesys Chat interaction management lets your agents provide live assistance to customers via the
Web. The chat interactions are managed by the same business rules that are applied to all other
applications and enables integrated Genesys monitoring and reporting. Genesys Chat interaction
management also provides agents with access to the same customer data that they have for voice
calls, ensuring the same personalized service for chat contacts as for callers.
The screenshot below displays an example of a Genesys Chat session:
Figure 20: Genesys Chat Example
Advantages:
 Increases productivity by displaying multiple simultaneous chat interactions for the agent.
 Improves the customer experience by providing consistent service across all channels.
 Routes chats to the best agent available to solve the customer’s problem.
 Provides comprehensive reporting, including transcriptions of chat interactions saved in
customer history for agent reference.
 Reduces administrative costs with a single platform for all interaction channels.
Features:
 Integrate live chat capability into the channels that your customers use to contact you. Live
customer service chat is also an essential element in an eServices solution.

 Provides the flexibility to implement live chat via a pure HTML-based environment.
 Support for live chat conferencing allows customer service agents to conference other agents
or supervisors into a live chat interaction to increase first contact resolution and improve
customer satisfaction.
 Supervisor chat monitoring allows supervisors to silently monitor customer service agent chat
sessions for training and coaching.
 Integration with Genesys Workspace (the agent desktop) provides agents with a single
interface for monitoring voice, email, and chat interactions.
 Integration with the Genesys CIM platform provides a consistent management application
across interaction channels and allows chat to leverage the same business rules as voice
interactions.
 Genesys Chat allows agents to have multiple, simultaneous chat sessions, view customer data
attached to each interaction, and access the knowledge base to find answers.
Figure 21: Chatting to customers using Workspace

Genesys Email
The Genesys Email Response Management System manages high volumes of inbound email and web
form queries and routes them to the appropriate representative based upon business rules and
resource availability through the Genesys CIM Platform.
Agents can utilize the Genesys Standard Response Library or Knowledge Base to select predefined
responses, ensuring that customers receive a consistent, accurate response. Transcripts of the email
interactions are saved in the customer history, and can be sent to the customer or analyzed
afterwards for cross-sell/up-sell.
Customer emails can be routed through a business process that identifies the content of the message
evaluates the business requirement and determines the best resources or service activity to handle
that interaction. The message content can be determined through key word searches (“reset
password” “new account”, and so on) or using advanced natural language processing. Furthermore,
the message can be scanned for key words to indicate the emotion of the message. The emotion
detection rating can be used for the prioritization or segmentation of the message. Once the content
is identified, the message can be forwarded to an agent, queued for additional processing or
delivered to an external system. Genesys E-mail can also generate and send automated responses or
acknowledgements based on the message content with a greater than 85% confidence level. Secure
messaging ensures confidentiality by requiring a login to access the email from a secure site.
Representatives or agents can collaborate with each other or their supervisors to improve the
successful resolution of an issue on the first contact.
The following screenshot displays an example of Genesys Email:
You can use Workspace to send emails to your contacts:
Figure 22: Sending outbound emails to members

Advantages:
 Ensures customer service e-mail interactions are handled per a uniform set of business rules.
 Increases agent productivity with tools that reduce response time for e-mail queries.
 Enables your business to better meet service-level objectives.
 Increases customer satisfaction with consistent, personalized service through multiple contact
options.
Features:
 Support for both the POP-3 and IMAP 4 e-mail protocols used by popular corporate e-mail
servers including Microsoft Exchange, Lotus Notes, and Sun Messaging Server.
 Support for Web Form Post messages provides a pure Web-based messaging solution that
supports standard HTTPS Web server security.
 Leverages the intelligent routing and workflow capabilities of the Genesys Customer
Interaction Management Platform, to better meet service objectives. This also provides a
single platform for managing all Genesys applications, leverages the same business rules
across interactions, reduces administration expenses, and ensures consistent customer
service.
 Collaboration between customer service agents, subject matter experts, and supervisors
improves first contact resolution.
 Automated customer service responses and acknowledgements improve customer
satisfaction and reduce agent workload.
 Email categorization and segmentation ensure the message is handled per the business rules
that you have determined.

Genesys Co-Browse
Genesys Co-Browse lets customer service agents initiate co-browsing sessions that, in conjunction
with a real-time chat or call, enable them to provide more effective, and personalized, online
assistance. Without the ability to co-browse, half of your customers will abandon their shopping cart
and Web form. By being able to view what online customers are seeing, the agent can help with
everything from resolving shopping questions to site navigation to completing forms and
applications. Having the ability to co-browse solves issues quickly, prevents the revalidation or
escalation of problems, and increases customer satisfaction.
Advantages:
 Stems shopping cart and Web form abandonment, increasing sales conversion
 Prevents frustrated customers from clicking over to your competition
 Improves customer loyalty by enhancing the online experience
 Protects the investment you have made in your Web site
 Keeps costs down by improving first-contact resolution rates
 Provides new up-sell and cross-sell opportunities.
Features:
 Genesys Co-Browse integrates into the Genesys Customer Interaction Management Platform
and can easily be used with Genesys Chat, ensuring that customer service agents can easily
add this valuable visual aid to their real-time customer interactions.
 No Download Required – No software download is required for customers to accept a co-
browsing (collaborative browsing) invitation, removing a significant barrier to co-browsing
success.
 Security – Industry leading security ensures customers’ private information remains safe.
Account numbers, other sensitive data, and your site’s “submit” button can be blocked from
the agent’s view, and there is no sharing of desktops or files. Built-in customization
capabilities let you tailor co-browsing to your security and privacy policies.
 Dynamic Start Page – Agents can pick things up right where the problem surfaces, without
having to re-start a process when a customer asks for help.
 Page and Form Sharing Capabilities – Agents see exactly what customers are seeing on your
site, enabling them to view problem areas first hand They can also help customers fill out
online forms completely and with confidence.
 Proactive Co-Browsing – When it becomes apparent during a chat or call that co-browsing
may be the best way to solve a problem, an agent can initiate the collaborative browsing
session and invite the customer to join.

Genesys SMS
Genesys SMS enables a customer service organization to add text messaging (short messaging
service, or SMS) as a communications and support channel for attracting and retaining customers at a
lower cost than traditional channels. With 2.3 trillion text messages sent each year, SMS has become
a mainstream communication channel for many of your customers. Adding SMS capabilities as a
customer service channel makes it possible to target customers how, when, and where they want to
be contacted; provides an ideal platform for promoting new products and services; and establishes
an organization as being out in front of customer service trends.
Advantages:
 Increases the effectiveness of customer interactions
 Streamlines your customer communications
 Transforms your customer service cost structure
 Creates a significant competitive advantage
 Provides rapid return on investment
Key Features:
Genesys SMS integrates into the Genesys CIM Platform to transform the way your business
communicates with customers:
 Multiple Sessions – Contact center agents can easily track multiple SMS sessions, which can
be managed in either paging mode (for single one-way or two-way interactions) or chat mode
(for an ongoing string of messages with a given customer).
 Multimedia Messaging Service (MMS) Support – Contact center agents can receive and
review photo, audio, and video files when necessary.
 Streamlined Interactions – Businesses can send messages to certain customer profiles or
personalized messages to individual customers.
 Natural Language Engine – This embedded feature determines whether an incoming SMS
message can be answered with an automated response.
 Built-in Rules Engine – Businesses can easily give priority status to messages coming from its
best customers.

Genesys Callback
Genesys Callback is built on top of the Genesys Mobile Services (GMS) platform, which enables
mobile and other applications to use Genesys Callback capabilities from their applications. The
following diagram illustrates the Genesys Callback architecture:
Figure 23: Genesys Callback Architecture
Genesys Callback expands beyond inbound phone-based service to interacting with customers via
channels such as email, chat, co-browse, SMS (text), Web self-service, click-to-call, and Web callback.
Genesys enables cross channel conversations, which deliver a consistent customer experience
through one consistent customer journey over time across phone, web, and mobile channels.
Through this singular journey, enterprises will more effectively engage their customers to meet
growth and customer satisfaction objectives.
For IVR, customers can leave a voice message or phone number for the agent to call back. The
Genesys Callback solution handles this via integration.
Advantages:
 Multichannel, integrated solution that provides customer service access to context, such as
customer profile, history, and location.
 Tightly integrated with Genesys Routing and does not disrupt queuing.
 Optimized REST and Ajax Push interfaces for mobile, web, and IVR.

 Flexible connection for adding callback anywhere in the interaction: click-to-connect voice,
push notification, chat, delayed or immediate.
 Native Estimated Wait Time, based on Universal Routing Server and Stat Server.
 Callback use cases include:
 Schedule, immediate, or delayed callback requests.
 Preview callback requests.
 Proactive notification.
 Schedule callback with enhancement multimedia confirmation.
 Schedule an immediate return call or a callback at a convenient time of the customer’s
choosing, based on operating business hours.
 Check and display agent availability by providing estimated wait times.
 Support for push notification to provide an alert when agent is available.

Genesys Workspace
Genesys Workspace is a fully extensible, role-based and task sensitive, smart client desktop
application for all corporate employees involved in delivering the dynamic customer engagement. It
allows users to manage the customer service experience and provides consistent enterprise-wide
workspace access to the entire customer interaction and related customer data. This enables users to
deliver superior customer satisfaction with enhanced user productivity and lower turnover.
Genesys Workspace features a unified user interface that empowers contact-center employees to
make their contact center truly dynamic by enabling them to respond in real time to real-time
information from a wide variety of touch points and channels. Because Genesys Workspace reduces
the desktop real estate required for gadgets, workers outside the contact center can have it available
for occasional use without taking over their desktop.
Genesys Workspace enhances internal communications, user performance, and quality. The
application is targeted for contact center agents, back-office experts, and branch office
representatives.
The screenshot below illustrates the different Genesys Workspace applications to provide you with
an omnichannel experience:
Figure 24: Complete Customer Journey Using Genesys Workspace
Advantages:
 Easy to use for user effectiveness.
 Intuitive for user efficiency.

 Dynamic user interface for user engagement.

 Effective collaboration across enterprise.
 Aligns with business needs and process.
 Motivate and drive agent/user behavior.
 Easy to deploy and maintain.
 Ready out-of-the-box for customization and integrations.
 Delivers a quick return on investment.
Features:
 Widget-based smart client.
 Modular by design, role-based, and context-sensitive.
 Extensible and open framework.
 Multi-channel presence.
 Cross-channel interactions.
 Team collaboration, assistance, and conversational application.
 Agent performance and scheduling.
 Multi-tenant and deployable across the enterprise.
CRM Integration with Workspace

Genesys Workspace provides CRM integration. For example, if a CRM is used, Genesys can
automatically screen-pop the CRM record to the agent for known customers, based on
identification that has taken place via a database dip or IVR interaction. New forms can be pre-
populated with data collected in the IVR, saving the agent valuable time. CRM integrations also
enable contact records to be automatically updated for each Genesys interaction that is received.
Additionally, the various tabs within Workspace (the agent desktop) can be focus configured,
depending on what the agent’s tasks might be. For example, if receiving a call from a mobile app,
the mobile app tab can be first presented, showing information such as the location of the caller,
the phone device being used, and other useful information. Automated Response libraries can
also be utilized, so that key information, such as customer name and agent name, can be
automatically inserted into an email, chat, SMS, or social media response. Journey Management
can also be utilized, automatically presenting to the agent where a customer might be within an
onboarding process. Genesys omnichannel routing can manage the context of the customers
journey through multiple channels, such as web, voice, and digital, so that the agent can know
exactly who a customer is, and where they are for a given process.

Figure 25: Workspace automation with Sugar CRM
Workspace SIP Endpoint

An optional Workspace SIP Endpoint enables agent to handle SIP Voice/Video-over-IP calls. For voice,
the Workspace SIP Endpoint does not have an interface; instead, it adds interface elements to the
Voice Interaction window, including muting and volume control for both the microphone and
speaker of the selected audio device(s) on the agent workstation.
Agent can choose to escalate a voice call to video call and vice versa. For video call user is presented
with video screen in a separate showing both the customer and agent in the same frame. By default,
the customer will occupy the larger portion of the screen. Agents can decide if they want to see
themselves on screen or occupy the larger portion, this has no effect on what the customer’s side. It
is possible to turn off the camera if the agent does not want to temporary appear on screen to the
customer. The following graphic displays an example of a video call:

Figure 26: Workspace SIP Endpoint – Video Call Screen

Genesys Knowledge Center

Genesys Knowledge Center allows organizations to make best use of enterprise knowledge to enable
an optimal Customer Experience while reducing operational cost. It includes a broad range of
functions, including the ability to:
 Understand true intent of inquiries
 Quickly pinpoint the most-relevant answers
 Enable Contact Center deflection
 Serve proactive knowledge
 Empower agents
 Offer web search
Figure 27: Genesys Knowledge Center Benefits
Key Features:
 Multi-source data gathering
 Natural Language search
 Content authoring
 Lifecycle management
 Auto-complete
 Feedback management
 Advanced reporting

 Role-based access control

 Native agent desktop integration
Genesys Knowledge Center ensures that information is consistent regardless of channel, and that
customers receive the same accurate answers whether they are provided via self-service search, a
phone call with an agent, automated email responses, web forms, live chat, SMS, or social media.
And since it is a part of our Platform, it infuses every interaction with your organization’s customer
knowledge to resolve any query or issue. The result will be a superior customer experience — leading
to increased sales and more satisfied and loyal customers.
Benefits:
 Improve Customer Experience and Web Conversions:
o Increase call/chat and e-mail deflection
o Improve online channel adoption
o Improve online content visibility
o Increase cross- and up-sell opportunities
o Reduce customer effort
 Reduce Operational Cost:
o Improve agent productivity & reduce training time
o Increase first call resolutions
o Decrease average handling time and tier-2 escalation
o Improve service-to-sales conversions
Knowledge from Genesys transforms fragmented information into insights. It raises the effectiveness
of individual agents and knowledge workers – and your team's overall efficiency – by ensuring
workers can tap the information they need to deliver exactly what customers want, without delay.
Seamlessly Integration of Knowledge with the desktop to:
 Display customer search history to show what the customers have searched, reviewed, and
ignored online before they escalated to human-assisted service.
 Allow search of knowledge bases for any content that may not have been exposed to public
websites and filter the results based on context to find the right answer quickly.
 Empower agents and knowledge workers to transfer the resulting knowledge to the
interaction response with a single click.
 Leverage workers’ subject matter expertise and allow them to contribute content to the
knowledge base - administrators can review the content before publishing it for customer
consumption.
 Assist in providing answers with perfect consistency across channels.

 With knowledge integrated into the desktop, you can ensure that your customers are
consistently getting exactly the information they need – on any channel and any touchpoint.
This leads to lower customer effort, better customer service and greater customer loyalty.

Conversation Manager
Conversation Manager enables you to turn customer interactions across multiple touch points and
time into seamless customer conversations. It does this with a powerful customer context system
that tracks the customer’s identity, products, and actions for each interaction ensuring a consistent
experience, regardless of the channel the customer chooses to communicate:
Figure 28: Genesys Conversation Manager's Ecosystem
Genesys Conversation Manager gives organizations the tools they need to turn their multi-channel
contact with customers into cohesive, integrated interaction histories. It provides you with the power
you need to take care of any customer issue, on any of your products, anytime, anywhere, quickly
and effectively:
 Conversation Manager sits over the Genesys CIM platform, enabling seamless integration with
other Genesys Contact Center suite components.
 An open customer data repository informs interactions based on a customer's actual and
potential value, opportunity for future sales, and personal preferences.
 Identify customers based on multiple criteria, such as e-mail, date-of-birth, or first or last
name.
 Web-based interface ensures easy real-time access to customer interaction data regardless of
time and location.
 Ability to track customer service histories across interactions and channels informs sales and
service decisions.

 Aggregation of transactional data from across Genesys and third-party applications ensures
complete view of customer experience.
This rich feature set translates into several important benefits that your customers will perceive as a
significant value add to the experience they have with your products and your brand.
With Genesys Conversation Manager, the long sought after 360-degree view of the customer is
finally possible. You’ll know what they said in the past, what their issues were then and how you can
deliver the service they need now. Genesys Conversation Manager enables you to effectively
segment your customer bases and gain maximum value. How? By personalizing customer service,
delivery and sales outreach activities, every time, all the time. The result is an improved customer
experience that’s more likely to lead to sales.

Genesys Social Engagement

The Genesys Social Engagement Solution is designed to help organizations create the integrated
approach they need to turn the social media opportunity into real business benefits. It delivers the
capabilities companies need to establish social media as an emerging marketing and customer
service touch point, and ensures that they capitalize fully on those efforts to deliver a satisfying
customer experience.
With the Genesys Social Engagement, companies can gain the ability to:
 Listen to what customers are saying, allowing them to better understand the prevailing
sentiments about their products and services, as well incorporate valuable "tribal" knowledge
into their corporate knowledge bases.
 Prioritize social media interactions by social graph, SLA and business value, and route, them to
the right resource—just as if they were phone calls into the contact center—enabling them to
take appropriate action when warranted.
 Engage directly with customers, using social media platforms to respond to, inform, and
notify.
 Integrate social media interactions across marketing and customer service, as well as across
customer touch points, to create a single customer service conversation, and to provide
business executives with valuable insight via real-time and historical reporting.
The concept of Genesys Social Engagement is to leverage the Genesys eServices infrastructure for
managing social media interactions. A new media server, Social Messaging Server, was created that
acts as a gateway between the social sites and Interaction Server and the rest of the Genesys
framework. Just like all other interaction channels, the social media interaction becomes seamlessly
integrated into the contact centers operations.
Social Messaging Server uses a pluggable architecture – allowing drivers to be created to connect to
various social sites through the site’s API. This pluggable architecture allows us to introduce
productized integrations to popular social sites in future releases as well as allow Partners and
Genesys Professional Services to deliver specific integrations needed by a customer.
Rather than wait for messages to be sent to the customers’ social accounts (their Twitter account, for
instance) we seek out posts that mention the company’s name, products, brands, etc. This is done
through a query mechanism – the customer provides a list of search terms which the deployment
partner crafts into a query. This query is run on the API at configurable time intervals and the
messages that are available to the API will be returned.
We apply analytics to the messages adjusted based on each business’ social media policies and
objectives.
We use our Natural Language Processing engine to review the messages for Actionability (is the
author looking for assistance) and Sentiment (is the message positive, negative or neutral in tone).
We can look at the author’s influence (through a 3rd party like Klout) and their business Value to the
organization. They are filtered, categorized and prioritized. Sample Business Processes for the
supported social sites are provided with the product. These processes can be modified by the
administrator to fit the need of the business. For instance, words may be added or deleted from the
classification steps and prioritizations

We provide business rules to handle the prioritization and escalation of these messages and a
business user interface for managing queues manually. By using these capabilities, the queue of
social messages can be managed by business rules, allowing social media SLAs to be achieved –
something unique in this market segment. Managers or Supervisors can manually adjust message
priority through a graphical business user interface.
Users access a desktop component for a consolidated, cross channel view of the author, the author’s
interactions with the organization, Standard Responses and/or access to a knowledge base. This
allows the user to connect the dots and provide a correct, consistent reply to the customer.

Genesys intelligent Workload Distribution

In today’s competitive marketplace, it is critical that companies can manage and optimize resources
by determining common agent skills and prioritizing workloads, and efficiently manage customer
interactions and tasks across the entire enterprise, to provide the very best customer experience.
Genesys intelligent Workload Distribution (iWD) solves this challenge with a single workflow solution
that integrates resources, contact center capabilities, and internal business processes to ensure the
right resources proactively receive the highest value tasks at the right time, regardless of location or
media type.
Built on the powerful and proven Genesys Customer Interaction Management (CIM) Platform, iWD
improves business efficiency and customer service with real-time prioritization of tasks and
interactions from a broad range of enterprise work sources. It then dynamically manages and
distributes tasks based on their business value to a consolidated pool of available resources across
the entire organization. iWD can also prioritize and route work items from existing enterprise
software applications such as ERP, BPM, and CRM.
Advantages:
 Ensures the efficient delivery of consistent customer service by optimizing the routing of
workflow across an integrated pool of resources ― front office, back office, home, remote,
branch, offshore, or outsourced.
 Reduces operational costs with the effective utilization of all enterprise-wide resources, while
optimally matching the task, the priority, and the person.
 Provides superior customer service ― and increases the speed and quality of business
processes ― by providing visibility and control into all interactions, SLAs, work items, and
resources across the organization.
 Genesys intelligent Workload Distribution (iWD) enables centralized service delivery that
takes advantage of the Genesys CIM platform's capability to proactively manage interactions
and tasks across all channels and media. Genesys has built its ability to create a global task list
sorted by business value, prioritize and distribute these tasks to the right resource, and
increase business effectiveness on four key functions: capture, calculate, distribute, and
manage.

Genesys Gplus Adapters

Genesys Gplus Adapters are vendor-certified solutions that integrate Genesys’ real-time interaction
solutions with vendor applications, including customer relationship management (CRM) and
enterprise applications from Aspect, Salesforce.com, Oracle RightNow, Siebel, SAP, and Microsoft.
Genesys Gplus Adapters enable a consistent customer experience across all communication channels
and provide a single interface for the agent to access the CRM and enterprise applications. This end-
to-end integration provides a universal view of the customer, facilitates agent up-sell and cross-sell
activities, and improves productivity.
Advantages:
 Provides customer data to the agent so that customers never must repeat information.
 Allows for delivery of consistent and appropriate customer service across voice, e-mail, and
chat within the unified desktop environment.
 Speeds deployment.
 Increases productivity.
 Leverages and extends existing infrastructure investments.
 Helps companies understand customer behavior, coordinate marketing across channels, and
focus resources on the best opportunities.
Features:
 Pre-integrated customer service solution.
 Single view of the customer across the enterprise.
 Integration of customer data (screen pop).
 Simultaneous interaction management.
 Agent access to enterprise performance statistics.
 Inbound call handling for all adapters.

Genesys Software Development Kits

Demand is growing for well-integrated application solutions that increase customer engagement,
efficiency, and business innovation. Companies are designing smart customer service strategies that
ensure the tight integration of customer and business data from a variety of sources. Genesys offers
Software Development Kits (SDKs) that allow customers and partners to optimize these enterprise
resources and increase client satisfaction. The Genesys Universal SDK gives companies the tools to
stitch together disparate data sources and applications with the Genesys platform and solutions.
Advantages:
 Enables enterprises to take advantage of the extensibility of the Genesys platform to increase
the efficiency of their contact center operations and accelerate business innovation.
 Provides an integrated application solution to orchestrate contact center services, delivering
appropriate data to agents, allowing customers to feel they are getting customized service,
and increasing profits for the business.
 Enhances current investments in infrastructure, Unified Communications, and CRM while
expanding market opportunity with seamless integrations into enterprise productivity
applications and operations.
 Removes barriers to systems related to customer service, facilitates the extension of legacy
systems into the contact center operation, and enables use of the information they contain to
better serve customers.
 Integrates with existing applications and infrastructure solutions to reduce cost and produce
better results and provides the agility necessary to fit today's business needs and adapt to
those of tomorrow.

Orchestration Server
Orchestration Server (ORS) takes the Genesys core capability of routing and extends it, generalizes it,
and integrates it more tightly with other Genesys products. Orchestration provides dynamic
management of interactions using business rule tools, dynamic data, and applications that are based
on open standards.
Orchestration provides dynamic management of interactions using business rule tools, dynamic data,
and applications that are based on open standards (for example, SCXML-based routing applications
created in Genesys Composer.
Genesys Orchestration Server (ORS) is the session-based Genesys Routing component that takes
Genesys' core capability of routing and extends it, generalizes it, and integrates it more tightly with
other Genesys products. Orchestration Server executes SCXML-based routing strategies, such as
those created in Genesys Composer.
ORS Capabilities:
Below is an example of a customer interaction that involves multiple sessions spread out over time.
1. A bank customer calls an 800 number to inquire about mortgage preapproval. An Interactive
Voice Response (IVR) prompts him to enter his account number, then transfers them to an
agent.
2. The agent fills in an application form for the customer and asks them to fax some supporting
documents.
3. After the customer faxes the documents, he receives an automated SMS message, which
thanks them and informs them that they will receive a response within 48 hours.
4. Within the next day or two, the customer receives an e-mail congratulating them on the
approval of their application.
This example, involving voice, IVR, fax, SMS, and email channels, shows how ORS can treat all the
various transactions as a single service.
Orchestrating Customer Service

Orchestration Server gets its name from its ability to orchestrate (direct and control) customer
services. ORS routing/customer service applications can process:
 Across multiple interactions with a customer.
 Across multiple channels for interacting with a customer.
 Applications that are integrated and consistent with an organization's business processes.
 ORS can work with multiple application types, such as routing strategies, session logic, service
logic, and Service State logic of the interaction.
SCXML-Based
Adding ORS to Universal Routing allows an open approach to routing strategy creation:

 Before ORS, URS executed routing strategies that were created in Interaction Routing
Designer using the proprietary Genesys Interaction Routing Language (IRL).
 In contrast, ORS can execute routing strategies and applications that are created in Genesys
Composer written in a non-proprietary, open language: SCXML.
Open Standards-Session Based Platform

ORS offers an open standards-session based platform with a State Chart Extensible Markup Language
(SCXML) engine, which enables intelligent distribution of interactions throughout the enterprise. In
conjunction with Universal Routing Server (URS), ORS can direct interactions from a wide variety of
platforms, such as toll-free carrier switches, premise PBXs or CDs, IVRs, IP PBXs, e-mail servers, web
servers, and workflow servers.
ORS can handle pure-voice, non-voice, and multimedia environments, enabling routing of each media
type based on appropriate criteria. Routing strategies and business processes automate interaction
routing to the most appropriate agent/resource based on factors such as the type of inquiry, the
business value of the customer interaction, context and customer profile, and the media channel.
ORS and CIM Platform

ORS and URS are a part of the Genesys Customer Interaction Management (CIM) Platform, which
provides the core interaction management functionality. The Platform is the collection of core
servers that enable the rest of your Genesys environment to process the thousands of interactions
that represent the needs of your customers. The CIM Platform consists of the following Genesys
products:
 Management Framework including Genesys Administrator
 Interaction Management, which in turn consists of:
 eServices
 Interaction Workflow
 Knowledge Management
 Content Analysis
 Universal Contact History
 Composer
 Reporting and Analytics
ORS and Multimedia

Orchestration Server in conjunction with URS provides a platform for different Genesys solutions to
work together managing interactions regardless of media type. By adding ORS to URS, you now have
the possibility to coordinate processing of multiple interactions of different media types that are
involved in a single service.
As shown below, this multimedia capability includes some parts of the CIM Platform plus media
channels that run-on top of the Platform as follows:

 From the CIM Platform, ORS provides centralized handling of interactions regardless of media
type.
 From the eService’s Media Channels, at least one of the following:
o Genesys Email
o Genesys Chat
o Genesys Open Media-The ability to add customized support for other media (fax, for
example)
o Optionally, Web Collaboration - The ability for agents and customers to co-browse
(simultaneously navigate) shared web pages. This is an option that you can add to
either Genesys Chat or Inbound Voice.
An Orchestration solution can consist of many interactive and integrated components. The figure
below shows an example:
Figure 29: Example of an Orchestration Solution

Genesys Mobile Services

As smart phone and tablet use grows, customers are demanding richer and more personalized
mobile customer experiences. However, today’s mobile apps usually only offer self-service
capabilities, such as checking balances or flight schedule. They do little to provide customer
engagement. Genesys Mobile Engagement allows mobile engagement channels to be integrated into
the existing cross-channel customer service strategy. Providing a unified platform with a holistic,
cross-channel-aware approach to mobile, Genesys Mobile Engagement bridges the gap between
transactional and conversational, customer service and mobile commerce.
Connect Mobile Consumers to Customer Service

Genesys Mobile Engagement enables companies and organizations to bring live support and
improved customer conversations to today’s mobile application experience. It seamlessly integrates
mobile customer care applications with ‘live’ support. With Genesys Mobile Engagement, customers
can simply ‘push’ a button inside a mobile app to connect directly to an agent, who receives session
information, customer history, preferences, location, and other contextual information for quick
resolution. By unleashing the power of context, location, history, and preferences, it enables
authentication, personalization, and contact center efficiency.
Benefits:
 Seamlessly integrates mobile customer care applications with live service.
 Unleashes the power of context, location, history, and preferences to enable authentication,
personalization, and contact center efficiency.
 Allows mobile channels to be integrated into the existing cross-channel customer service
strategy.
 Redefines the customer experience on smart phones.
Features:
 Live Connect: With Genesys Mobile Engagement Software Live Connect capability, when
customers need assistance, they push a button in the app to connect to a live agent. The
context of their request is securely sent from the app to an agent, who can also see their
location, preferences, status, and customer history. This 360-degree view allows the agent to
deliver an ideal personalized mobile customer experience without asking the customer to
repeat anything.
 Locate Me: Genesys Mobile Connect leverages location data for mobile customer service. The
Locate Me capability allows unique proactive service opportunities, for example, sending
directions from a traveler’s location in the airport to a new gate, immediately dispatching a
claims adjustor to an accident site, or responding to a customer report of a lost ATM card with
the closest branch where it can be replaced.
 Snooze Me: It is not always convenient for customers to talk with an agent now when they
need service, so the Snooze Me capability gives them the option of delaying or scheduling a
conversation at their convenience.

 Alert Me: Alert Me lets mobile customer service send proactive notifications within the app,
based on the customer’s contextual information. For example, the mobile customer service
notifies a traveler at the airport of a gate change, offers them the choice of reserving their
most commonly purchased meal on that day’s flight, and alerts them to an upgrade
opportunity.
 Open-Platform Flexibility: Genesys Mobile Engagement works with your existing mobile
customer service software and investments, even in non-standard, multi-vendor
environments. The open platform also future-proofs your service as mobile technologies
continue to evolve.
 Informed Access Number Selection: To support Connect Me, you can provide the mobile app
with a contact center access number based upon the location of the device, the customer
type, or other characteristics defined by the Genesys Mobile Engagement implementation.
 Call/Data Matching Mechanisms: To accomplish syncing the incoming Connect Me data and
voice requests, Genesys Mobile Engagement provides a call/data matching mechanisms.
 Developer Samples: Predefined mobile device code samples help “jump start” the integration
of Genesys Mobile Engagement features within your existing mobile application.
 Mobile Device Push Notification Services: Each mobile device has specific push notification
services provided by the supplier (Apple Push Notification Service or Google Cloud Messaging
for Android). Genesys Mobile Engagement supports the latest services that allow you to push
messages to the customer’s mobile device, alerting them that an agent is available.
 Flexible Workflow Engine Support: This support allows you to easily customize the required
business logic, for example, determining where to route the incoming call to. Genesys Mobile
Engagement leverages Genesys Customer Experience (CX) Platform Orchestration workflow
capabilities.
 Mobile Chat: Chat as an additional channel for Mobile Engagement.
Figure 30: Genesys Callback Customer User Interface (UI)


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Figure 1: CIM Platform's Architecture

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Figure 2: Reducing Customer Frustrations with SIP

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 Enables migration to an IP-based system without ripping, replacing, or interrupting current

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GVP includes these primary software components:

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Figure 3: Analyzing Reports with Genesys Pulse

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Track Progress of your Outbound Marketing Campaigns