1 Product Datasheet Transforming Your Customer Service beyond the Contact Center Release 8.1 Highlights Provides 100% Softwareonly Solution to simplify operational management and maintenance Delivers PBX-less deployment to replace legacy ACD and PBX in the contact center for significant cost saving Built-in open and standardsbased design to avoid vendor lock-in and protect investment Supports % availability for reliable & robust operation including rapid disaster recovery, and business continuity Allows seamless migration to IP without unnecessary rip-and-replace Enables tight integration with IMS architecture with large scale deployment for carriers and extra large enterprises In today s highly competitive marketplace, customer acquisition, retention, and loyalty have become key business performance measures for organizations across all industries and customer service has become a key business strategy for differentiation. Enterprises are looking for sustainable improvement in customer service performance while lowering operational costs. But, it s a challenge to establish a highly efficient, effective, and flexible service operation that cost-effectively achieves exceptional performance. Legacy call center infrastructure simply cannot meet these needs. enables true enterprise-wide customer service by virtualizing resources across the organization to drive a superb customer experience while optimizing resource usage and lowering the delivery cost. Open, standards-based facilitates customer engagement with a rich set of IP applications and complete eco-system. With enterprises can: Unify customer service resources, including multi-site, multi-sourcing, work-at-home agents, and hosted service from the cloud Simplify customer service operations through premise reduction, infrastructure consolidation, and silo breakdown Orchestrate multimedia interactions and blended operational efficiencies for an optimal customer experience Protect customer service business continuity through % (5x9) reliability and automatic disaster recovery support
2 V8.1 / page 2 Features Enablement of enterprisewide customer service Complete VoIP call handling: routing, queuing, conferencing, transfer, third-party call control, QoS, and agent state tracking of customer interactions Supervisory functions Centralized configuration and management Support for multi-vendor and hybrid IP-TDM environments Support for multimedia customer interactions Support for work-at-home agents Support for multi-site and multi-sourcing operations Dial plan Nailed up connection Business continuity Transport Layer Security (TLS) encryption ACD displacement IP Multimedia Subsystem (IMS) ready Comprehensive ecosystem with certified interoperability Individual and group voic Seven Ways Can Improve Your Customer Service With, you can leverage the world s leading suite of contact center software solutions on an open, standards-based IP infrastructure. Complete Contact Center Solution is a flexible and complete customer service solution*. Deploy it as a stand-alone solution or an overlay on existing third-party telephony equipment, such as a softswitch. The included media server supports media processing for customer interactions. provides all the telephony functions and supervisory capabilities needed for contact center operations. It can be deployed in a pure IP network or in a mixed TDM/IP environment (where both technologies co-exist until full migration is achieved). Network Media Server Figure 1 as Stand-alone Deployment IP-PBX Softswitch Network Media Server Figure 2 Behind a Softswitch Enterprise-wide Resource Collaboration Training agents to be experts is time consuming and expensive. But by including the specialists and experts located in the back office, branch offices, and remote sites into the customer service operation, you are able to reduce costs, dramatically shorten call times, eliminate repeated calls, divert customer calls during peak hours, increase the first contact resolution (FCR) rate, and optimize the customer experience. In addition, enhances revenue opportunities by connecting customer services to enterprise sales, specialists, and experts. Support for Multi-Site, Multi-Sourced, and Hosted Service from the Cloud enables virtualized, centralized customer service operations throughout the entire enterprise, including: Multi-site: multiple contact centers, branch offices, etc. Multi-sourced: outsourcing, off-shoring, and blended sourcing Hosted service from the cloud *Genesys Customer Interaction Management (CIM) platform is a pre-requisite.
3 V8.1 / page 3 provides companies with the flexibility to make their customer service operation more dynamic. It unifies human resources regardless of physical location and simplifies the entire operation through a seamlessly centralized environment. In addition, supports multi-vendor TDM or IP equipment, allowing for centralized management of the customer service operation using a mixed communications infrastructure. For instance, many enterprises deploy to establish a separate IP/ contact center (or branch office) despite different TDM-based infrastructure at the main location. In this case, it unifies and centralizes the entire operation without the need for hardware investment at the remote site. Support for Work-at-Home Agents Because simplifies the equipment requirements at the agents location, customer service agents and sales resources no longer have to be located in large contact centers. Instead, they can work from their homes. In addition to the cost savings to the company associated with not having to provide infrastructure, home-based agents exhibit higher levels of job satisfaction and less turnover than traditional contact center agents. Customers Network Contact Center Agents Branch Office Agents Figure 3 Enables Virtualized Customer Service Home Agent Meet Multi-channel/Multimedia Requirements In addition to voice, supports video, IM/UC, and flash communications for dynamic customer interactions. This results in highly effective and differentiated customer service that enhances the customer experience and increases satisfaction. Enable Rich Customer Service Applications enables a rich set of customer service applications through interoperability with other Genesys solutions and ecosystem partner applications, including phones, soft clients, gateways, switches, flash, E911, etc. You have the option to adopt the best-in-class applications for your specific requirements and business needs over time. SoHo Benefits Expands the available pool of potential agents beyond the contact center, for a more dynamic customer service operation Ensures service excellence with silent monitoring of customer interactions, whisper coaching, and barge-in Delivers all system administration functions from a single point of control located anywhere in the network Allows seamless migration to IP without rip-andreplace Enables multi-channel interactions including voice, video, UC/IM, and flash for a superb customer experience Improves the cost and efficiency of home agent operations with a solution that requires no hardware at home sites. Enhances enterprisewide communications and collaboration Provides operational continuity with 5x9 (99.999%) reliability and automatic disaster recovery Saves costs by eliminating legacy ACDs Supports open carrier IMS architecture and hosting services from the cloud Integrates with over 70 applications and devices Seamless Migration For many contact centers with legacy infrastructures, provides the freedom for seamless migration to an IP environment without the need to rip-and-replace until the end of life cycle. By leveraging a comprehensive Genesys computer telephony integration (CTI ) solution to legacy TDM-based infrastructure, supports multi-vendor and hybrid customer service environments. Companies can migrate seamlessly without service interruption for better operational integrity and business continuity.
4 V8.1 / page 4 Robust Customer Service Operations protects customer service operations through % (5x9) reliability, automatic disaster recovery, and high availability (HA) implementation. Therefore, companies are able to safeguard their business continuity with minimum interruption. Realizing Business Benefits Reduced Total Cost of Ownership (TCO) The solution allows companies to achieve unprecedented optimization of cost and revenue. They can now consolidate contact center infrastructure to ensure centralized administration and improved resource virtualization. Contact centers with multiple sites can be managed as one virtual pool of agents, which improves operational efficiency, better utilizes resources, strengthens customer service, reduces maintenance costs, and eliminates the need for expensive capital equipment. Intelligent routing of calls to a broader range of customer service agents and enterprise-wide employees helps to achieve better first call resolution rates. This leads to higher customer loyalty and enhanced revenue opportunity and potential. With, contact centers shift from closed, proprietary communications to a future-proofed environment that allows applications to be adopted independent of the infrastructure. With voice-over-ip (VoIP) technology, enables enterprises to consolidate legacy voice-specific networks and infrastructure into a single IP environment that supports both IP telephony and data applications, and creates significant savings over time. Inbound Endpoint Outbound Call Parking, Queuing Voice portal (GVP) Recording and Mgmt Video Contact Center Flash Contact Figure 4 Enables Rich Customer Service Applications via an Open Environment
5 V8.1 / page 5 Develop a World-Class Customer Service Operation Organizations that embrace the solution in their customer service gain a distinct competitive advantage in service performance, flexibility, and operational efficiency. With comprehensive -enabled applications and a broad ecosystem of compatible solutions, provides enterprises with advanced customer service capabilities and the freedom of a step-by-step approach for application adoption. By leveraging the power and flexibility of, enterprises will be positioned to deliver the types of world-class services required in an increasingly customer-centric business environment. Flexibility in Customer Service Operation With an open and standards-based design, is independent from the underlying infrastructure. Customers are not locked into a single vendor solution or an abrupt infrastructure change to adopt IP. Instead, they can take an incremental approach, continuing to leverage their existing TDM infrastructure, while implementing open-standards-based IP components. This approach also enables application portability and technology compatibility from multiple vendors without having to rip out existing systems to add new IP functionality. Enterprises then reap the business benefit of seamless migration without disruption to the customer service operation. Therefore, helps to protect and leverage investments with the ability to adopt various -enabled applications and innovations. provides great flexibility to support enterprise operation strategies and business objectives. By supporting multi-site, multi-sourcing, and hosted service operations, Genesys enables a cohesive, integrated, and efficient customer service operation regardless of the current customer service environment and business goals. In addition, is designed for high availability and redundancy to support large scale operation with great reliability. With, companies are able to deliver a reliable customer service operations, in some cases even during a major disruption or disaster. Key Functionality manages customer interactions across -enabled devices such as VoIP gateways, soft clients, phones, etc. The solution provides end-to-end control for IP communications, allowing companies to track and manage customer interactions with the same level of detail as traditional TDM-based interactions. bundles Media Server to provide an out-of-the-box IP call treatment platform that includes ACD capability, music-on-hold, announcements, conferencing, video capability, and DTMF-collected digits. The certified standards-based interoperability of ecosystem provides companies with multiple pre-tested endpoint options from fully integrated endpoints and SDK for customization, to commercially available off-the-shelf soft and hard phones. Companies have the freedom to select what is suitable for their operation requirements and budgetary considerations. fully leverages the Genesys Customer Interaction Management (CIM) platform (routing, design, configuration, administration, management, reporting, etc.) to deliver a complete -based IP contact center solution.
6 V8.1 / page 6 The Bottom Line By leveraging the open interoperability of, enterprises can seamlessly deliver exceptional customer service and increase satisfaction, while optimizing operational costs and resource efficiency. Companies that choose are better prepared to leverage enterprise-wide resources, allowing employees to assist with customer service for rapid issue resolution and better business continuity through a more flexible, cost-effective, and multi-channel approach. Supported Systems Product Category Softswitch IP Gateway EndPoint Conferencing Unit Music-On-Hold Server Vendor Alcatel-Lucent, Asterisk, Broadsoft Broa Works, Cisco UCM, Siemens HiPath, Siemens OpenScape Voice Alcatel-Lucent OmniPCX, Aastra MX-One, Asterisk, AudioCodes Mediant, Avaya SES, Avaya CS 1000, Broadsoft Broadworks, Cisco, DialogicVision CX, Mayah, Mediatrix, Mitel, Net.com Shout, Paraxip, Quintum Tenor DX, RadVision viaip, Siemens HiPath/GR8700, Sonus EMS/GSX/PSX, VegaStream Vega Alcatel-Lucent, Aastra, AudioCodes, Avaya, Cisco, CounterPath, D-Link, EP, GrandStream, iscord, LG, Open-H323, Pingtel, Plantronics, Polycom, RadVision, Sangoma NetBorder, Siemens, Snom, SpeedTouch, Thomson, Yealink, Zultys Asterisk, AudioCodes IPMedia, RadVision Asterisk Corporate Headquarters Genesys 2001 Junipero Serra Blvd. Daly City, CA USA Worldwide Inquiries: Tel: Fax: Session Border Controller Acme Packet, Sonus 911 Gateway 911Enable Voice Treatment Server Asterisk Call Recording Server Asterisk IM Connectivity Microsoft OCS/Lync Trunking AT&T IP Toll-Free/IPXC, Skype Connect, Verizon IP Toll-Free Genesys is the world s leading provider of customer service and contact center software with a 100% focus on customer experience and mission to save the world from bad customer service. With more than 2,000 customers in 80 countries, Genesys is uniquely positioned to help companies bring their people, insights and customer channels together to drive today s new customer conversation. Genesys software directs more than 100 million interactions every day from the contact center to the back office, helping companies deliver fast, simple service and a highly personalized cross-channel customer experience. Genesys software also optimizes processes and the performance of customerfacing employees across the enterprise. For more information visit: com, or call GENESYS. Genesys and the Genesys logo are registered trademarks of Genesys Telecommunications Laboratories, Inc. All other company names and logos may be trademarks or registered trademarks of their respective holders Genesys Telecommunications Laboratories, Inc. All rights reserved. EMG /11-U.S