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| "Computer telephony integration (CTI) is technology that allows interactions on a telephone and a computer to be integrated or co-ordinated. As contact channels have expanded from voice to include email, web, and fax, the definition of CTI has expanded to include the integration of all customer contact channels (voice, email, web, fax, etc.) with computer systems." |
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| We have extensive PROVEN experience with architecture, design, installation, configuration, fine tuning, troubleshooting and upgrading Genesys Suite of products. |
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| Excellent customer references can be provided to verify our experience and quality of deliverables. |
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| We recently finished an Infomart 7.5 project generating 70+ custom reports using Microsoft 2005 Reporting Services. Prior to that we have worked on Infomart 7.2 custom reporting using Crystal Reports. |
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| We Provide: |
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| Framework: |
| Architecting, installing, upgrading Genesys Framework which is the essential foundation of all Genesys products which depend on the Framework. |
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| Inbound Network Routing : |
| Ability to interface directly with major Networks AT&T, MCI, Sprint, etc. to route inbound and outbound calls |
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| Inbound Premise/Enterprise Routing: |
| Inbound premise based pre/post routing implemented using different selection criteria like Skill based, Service Level, Agent group, db-driven, and many more. |
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| Outbound |
| Highly customized database driven dynamic Outbound campaigns using Call Progress detection server or Switch for different customer needs. |
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| Outbound is one of our Specialties: Lot of outbound Installations go sour because of bad implementation, where customer experience suffers because when a customer picks up an outbound call there is a 2-3 seconds of dead silence and the frustration goes on.....IF you have that kind of problems, contact us |
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| IVR |
| Interfacing Genesys with several IVR platforms to exchange caller entered data in IVR and minimize agent minutes and improve agent efficiency through dynamic screen pops using attached data. |
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| We have experience with Several IVRs starting AT&T Conversant Version 3. |
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| Reporting |
| Customized Infomart 7.5/7.2 reporting using any open market reporting tool (Crystal Reports or Cognos or MS 2005 Reporting Services or Hyperion) to provide extensive reporting analytics for different segments and time intervals (daily, weekly, monthly and yearly). |
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| Customized and out-of-the-box(canned) CCA /CCON Historical reporting using Brio or other reporting tools (Crystal Reports or Cognos or MS Reporting Services) for different time intervals (daily, weekly, monthly and yearly) |
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| Real time reporting using CCPulse+ with thresholds, actions |
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| Multichannel Interactions : |
| Ability to route and report not only on voice interations but other multimedia interactions like web, email, chat, Fax. |
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| Gplus Adapters (Siebel/PeopleSoft/SAP/Oracle/Microsoft CRM/Onyx) |
| Integrating Softphone with CRM/ERP Screens and interfacing with CRM and ERP solutions to exchange critical data and leverage the power of CRM and ERP applications. |
| Voice Call Back/Virtual Hold: |
| Ability to call back customers at a specific time when the Queue wait times are too long. |
| WFM : |
| Manage Personnel effectively by scheduling and forecasting, based on Agent capabilities, timings, needs and other factors and Performance Management using Adherence and Time-off and Vacation Scheduling. Recently Worked on Genesys WFM 7.5 |
| VOIP/SIP: |
| Integrating Genesys with VOIP systems using SIP to help customers migrate towards the latest technologies resulting in cost savings. Experience with SIP Server, Stream Manager and integrating with asterisk. |
