Genesys Contact Centre Tools

ProtoCall One is expert at helping contact centre managers, from all business sectors, to improve how they connect with customers across multiple contact channels (including social media), increase customer loyalty and revenue, reduce operating costs and improve employee satisfaction. We understand the traditional 'premise' path to developing a contact centre as well as that which delivers the world's software - Genesys - Software as a Service in the cloud and whichever route you decide to take we offer the world’s leading contact centre platform.

The Genesys world-class functionality includes:

In many industries, an increasing number of employees who manage customer-related tasks now work outside of the contact centre. Because customer service relies on all resources within the contact centre and outside it, all employees responsible for customer service delivery must work efficiently and cost-effectively. The problem is employees in these increasingly decentralised, customer-impacting roles outside the contact centre face unique challenges when managing human-related tasks that typically reside in the back office. Read more about Back Office Automation.

The Genesys IP/SIP solution is open, standards-based, infrastructure agnostic, and 100% software solution built on the SIP (Session Initiation Protocol) standards allows you to intelligently leverage resources across the organisation and across geographies to meet customer demand fluctuations. This IP based contact centre enables a single customer service pool that incorporates resources at remote branches, home-based and outsourced agents, and experts outside the contact centre. In addition, Genesys SIP facilitates richer customer experience with its support of multimedia interactions, including voice, video, IM/UC and Flash.

For many organisations, changing customer service requirements require new capabilities that create a better, more effective, and rewarding user

experience. Critical to success is intelligent routing, the capability to route the customer interaction to the right resource, regardless of the

interaction channel or source, and automatically keeping the customer relationship history and Last Agent information on any transferred call.

The Genesys intelligent Customer Front Door™ (iCFD™) integrates self-service with customer data and business logic to create a more personalised customer experience. When customers call the contact centre, they’re often confronted with poorly-designed automated phone systems. The result is that customers often hang up out of sheer frustration, which exacts a high price on customer satisfaction and loyalty.

The key to growing your business today is being where your customers are and engaging them — anytime, anywhere. Your customers already use e-mail, chat, and text messaging as primary forms of communication, and your business can tap into these channels to deliver a dynamic customer engagement that is convenient, competent, personalised, and proactive.

Businesses today need to make timelier and more accurate decisions, gain visibility into operational performance, and ensure business operations are aligned to corporate goals.  Unfortunately, many are still relying on traditional performance reporting and analytics, which are designed to document what has happened, after it happens, at a very low operational level. And, adapting performance reports to better fit business needs usually involves IT and a long wait. Historical context is important, but to manage performance and solve problems before they become business issues also requires real-time intraday performance management.

Today, every enterprise wants to achieve competitive differentiation through quality customer service.  With Genesys Proactive Contact, enterprises have an effective low-cost way to achieve differentiation by engaging customers through relevant reminders or notifications that enhance their daily life.  These include reminders that reduce operating costs and boost revenues, such as appointment reminders and shipment notifications, as well as important service notifications with power disruption updates, emergency information, and fraud detection awareness.

Social media have evolved into a giant megaphone through which consumers can very publicly address customer service issues. And with studies showing that consumers are spending ever-larger portions of their online time on social media sites, companies are likewise looking  to connect with their customers via this emerging platform. They've established presence on social media sites, created dedicated social media staffs that post official company messages and respond to customer posts, and begun monitoring what consumers post about their brand.

The Genesys UC Connect solution facilitates the integration of the Genesys suite and unified communications (UC) platforms, allowing the expansion of the labour pool beyond the physical contact centre, and enabling branch and back-office employees, expert agents, and other workers across the enterprise to play a vital role in the customer service operation.

The Genesys Workforce Optimisation Suite delivers the key capabilities – workforce management, skills management, quality management, customer survey tools and analytics – that provide a more holistic approach to managing employee competencies and developing talent pools across the enterprise – while minimising overhead costs. Now, businesses can target the right training, skill development and career growth to the right employee at the right time , for a more engaged, efficient and effective organisation.