Genesys Inbound Voice

GenesysInbound VoiceContact Center SoftwareGenesys Inbound Voice segmentscustomers, monitors agentavailability, knows agent skillset and delivers the customerto the right agent the first time,regardless of location.Highlights Improves first call resolution by routing tothe right agent with the right information;routes calls based on real-time statistics,customer data or customer-defined businessrules Provides ability to segment customers andprovide personalized service experience Provides load balancing of customer contactsacross multiple contact center sites – withina region or around the world – creating anefficient and unified virtual contact center Maximizes agent productivity via efficientcall routing to most appropriate agents Enables voice-assisted self-servicing throughintegration with Genesys Voice Platform orother leading IVR vendorsOverviewGenesys Inbound Voice manages all incoming calls(traditional circuit-switched as well as Voice over IPenvironments) and delivers the caller to the right agentwith the right information the first time, regardless oflocation and across any contact center infrastructure.Inbound Voice also includes a Voice Callback Optionthat allows the call center to offer customer-friendlycallbacks at the time of the customer’s choosing andeliminates frustration with long hold times.Contact Centers choosing Genesys Inbound Voiceexperience a flexible and comprehensive inbound callrouting environment that allows the routing of voiceinteractions based on real-time statistics, and customerstored data or customer-defined business rules.Customer data and interaction history and determinedbusiness priorities are used to make real-time callcenter routing decisions, delivering each voice Differentiates customer service via VoiceCallback Optionpage 1 of 8

“The new Genesys customer contact solution providedimmediate return on investment by increasing agent efficiencythrough instantaneous customer screen pops and pointand-click dialing.”David Van Volkenburg, Manager of IT applications, PepsiAmericasContact Center Software Genesys Inbound VoiceFeatures BenefitsScreen Pop Populates agent screen with customer attached data at the same time the call is transferredfor time saving and optimal customer servicingData-Driven Routing Uses customer information to intelligently route calls and attaches data to assist the agentin knowing who the customer is and why they are callingAgent Profile/Skills Based Routing Matches customers needs with the right resource for optimal customer service and resourceutilization: enables the most efficient use of resources for complex skills-based routing tosegment customers and service accordinglyLast Agent/Relationship-Based Routing Provides greater level of personalization by ability to route to last agent that assisted themWorkforce Routing Scheduling from workforce management can be taken into consideration before making routingdecisions, improving schedule adherenceinteraction along with relevant information to theright available agent to effectively meet customers’needs or engage them in new sales opportunities.Genesys Inbound Voice intelligently routes interactionsarriving at the contact center to the best qualified,currently available agent to handle the customer,regardless of agent location.This precision routingenables contact centers to route by business objectivewhile maximizing existing technology and peopleresources. Contact centers are able to segment andprioritize customer interactions according to criteriasuch as business value, desired service level, requiredresources, current contact center traffic conditions orother specific needs as determined by the center.What Do Customers Want?Customers want quick access and choice – choiceabout how and when they make contact, and howlong they wait.They want businesses to know whothey are and know their value as a customer. Don’tmake them repeat information or go over accounthistory

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