Genesys Contact Centre Solutions

Support your customers evolving communication needs, while maintaining consistent and controlled interactions.

Genesys Contact Centre Solutions includes a comprehensive suite of customer service software with reporting and analytics tools. These contact centre solutions enable organisations to link customer interactions with the best internal resources, better managing your workforce, while increasing customer satisfaction and revenue opportunities. 

With Genesys Contact Centre Solutions your business can:

• Manage multiple communication channels – phone, email, web-chat, text messages, and mobile video
• Quickly respond to customer enquiries - ensure that the best resource handles each interaction, regardless of location
• Maximise agent productivity - integrate customer interactions with service-related activities such as off-line work item processing and training
• Deliver integrated customer services – blend live support with advanced voice self-service to reduce costs and increase satisfaction.

Centralise contact centre workflow
Genesys Contact Centre Solutions centralises the creation, administration and management of customer interaction workflows, operational queues, universal contact data, contact routing and reporting. The Genesys Customer Interaction Management Platform centrally routes interactions to the most qualified resource available across single or multiple sites, including branch offices and field locations, providing access reports on all interactions and activities at both the network and premise levels.

High-capacity customer interaction routing
The Genesys Customer Interaction Management Platform directs a universal queue of customer interactions via a flexible and scalable engine. This routing engine has the capacity to route nearly one million calls and more than 40,000 emails per hour.

Grow your contact centre with your business
Genesys Contact Centre Solutions is a suite of modular contact centre products which can be added or subtracted as your business needs grow and change. The suite integrates with a large variety of contact centre infrastructure to leverage legacy investments and permit migration choice.

Experience the Telstra difference
Telstra provides the necessary experience and expertise to deliver customer contact solutions utilising the highly scalable and open suit of Genesys Contact Centre Solutions. Choose between an end-to-end hosted solution or a co-hosted option to leverage existing network resources
Benefit from the combination of Telstra’s secure and reliable networks plus Genesys’s scalable structure, multiple communication channels and comprehensive reporting.

Maximise contact centre productivity
Genesys Contact Centre Solutions enable businesses to support customer interactions via a range of communication channels and multiple customer contact options.

Features include:

• Advanced customer interaction management - automatically captures, processes, routes and reports on interactions and related activities based on business criteria
• Multiple customer contact options - phone, email, web-chat, text messages, mobile video, voice over IP (VoIP), and next-generation interactive voice response (IVR) for advanced self-service
• Resource virtualisation - enable calls to be handled by an agent or an expert, regardless of location, or an automated voice self-service system 
• Routing by business priority – all customer segments, not just your best customers, are serviced according to business objectives
• On-the-fly changes -  escalate customer enquiries across communication channels, resources and locations (e.g. a customer email can trigger an outbound call).

Integrated with the Genesys Customer Interaction Management Platform, optional features include:

• Genesys Inbound Voice - a flexible and customisable routing engine which allows incoming calls to be sent to the best qualified enterprise resource
• Genesys Email –manages high volumes of inbound email and web-form enquiries
• Genesys Web Media - manages customer web-chat interactions
• Genesys Outbound - maximises agent productivity by automating dialling and call detection, plus only connecting agents to live calls
• Genesys Workforce Management - match agent availability and skills with customer needs, accurately track performance and forecast staffing levels
• Virtual Hold for Genesys - is an out-of-the box queue-management solution that allows customers to request and receive a call-back at a convenient time rather than wait on hold
• Genesys Voice Platform – provides both touchtone and voice-enabled access to applications and incorporates speech recognition technology for conversational exchanges to identify and resolve customer requests in self-service
• Genesys Agent Desktop - a flexible workspace within your call centre that displays critical customer data in conjunction with inbound phone calls, email or web-chat requests
• Genesys Proactive Contact - features list import and management, list optimisation and a choice of automated notification channels (i.e. voice, email, SMS)
• Genesys Info Mart – is a single data repository for all interactions to be easily analysed for strategic insights, operational reports, executive dashboards and scorecards that pinpoint problems.