Call Center - Contact White Papers

A Central Nervous System for Managing Business Communications and Processes

• Tags:
• call center - contact,
• workflow,
• contact,
• agent

Overview For over a decade, Genesys has helped redefine traditional phone-centric call centers with technology that helps organizations achieve a continuum of business goals. From helping to reduce costs and increase agent productivity, to delivering real-time data to personalize service, Genesys software solutions have helped transform the call-center function into one that helps generate revenues and build customer satisfaction and loyalty.

Genesys is poised to extend the contact center beyond the agent desktop to unify communications with the flow of business processes throughout the entire organization. By implementing an inter-connected business communication “nervous system”, contact points and the workflow of business processes are tied together.

The contact center capabilities that Genesys delivers today are the foundation for such a nervous system. Genesys’ Universal Queue offers an open architecture, infrastructure independence, and real-time interaction management capabilities for managing business communications and business processes throughout the enterprise. Genesys and its parent company Alcatel see the contact center software as the foundation of tomorrow’s “Open Communications Suite,” which extends and builds upon all of Genesys’ hallmark capabilities to all forms of communication and the workflow of business processes across an organization. The contact center is the starting point for deploying this vision.

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