Genesys CTI

[robonix]

Hi Guys

Can any one help me in gaining some knowledge on Genesys CTI and Genesys products....I've already tried the site

http://www.genesyslab.com....

Any help will be greatly appreciated....

Thnx in advance...

Robonix.

 

[europe]

what is it that you are looking for?

Please let me know if the information that was provided is helpfull.
Edwin Plat
A.K.A. Europe

 

[cptrice]

Genesys CTI is a complete suite of telephony software that does many things, including:

1) Call control and call routing
2) Attaching data
3) Screen pops
4) Reporting
5) Workforce Management
6) Internet Contact

We currently use Genesys in three sites. We have one Rockwell Spectrum ACD and two Avaya Definity G3Rs.

We use Genesys for Enterprise Routing (meaning we bring our customer service and sales calls into one site and route them among all three using an algorithm called Expected Waiting Time).

We use Genesys for attaching data from our IVR and passing that data to the agent as the call arrives. We also pass data among all three sites.

We use Genesys for Reporting, Enterprise Reporting and Site Reporting.

We have tried Genesys Chat, but are not currently using it.

There are so many features of Genesys. What specifically are you looking to do?