Genesys Recommendation

We are utilizing Genesys to support both our business and contact center users. One main advantage is the desktop client which is intuitive, user-friendly and has all the features and functions built into a single interface to handle multi-queue interactions. This client interface enables agents to seamlessly handle all media types seamlessly. Agents and supervisors have access to all relevant queue, agent information, the status of all agents within their queues, schedules, company/workgroup directories, customizable speed dials for quick transfers etc… all of this is out of the box and easy to configure, assign or restrict.

From the supervisor perspective, agent voice and screen recording are out of the box (just a license is required). The supervisor detailed reporting shows all they metrics supervisors need to understand the performance of their assigned queues/agents. They can listen in, monitor, coach, barge, and also utilize Analyzer to immediately notify all shift supervisors of keywords or phrases being used that requires intervention. This enables the line supervisors to spend more time coaching agents and providing giving performance feedback.

Administration is made simple due to the modular architecture which enables administrators to easily and cost-effectively make changes, so MACs can be turned around within minutes rather than hours/days. Developers find it easy to integrate legacy systems.