Genesys multimedia contact center solution
Contact center is the key of success for companies with large incoming and outcoming customer request number (calls, emails, web applications etc.). Contact center solutions can help company to manage all customer interactions, using the one multimedia customer service platform, so helping to improve customer satisfaction and increase the company's income. Adventus Solutions specialists helping customers to release the contact center projects from A to Z for more than 25 years. We implement Genesys platform which is a global multi-media contact center solutions leader and pioneer of several innovations. Almost all major banks in Baltic and Scandinavian region has chosen Genesys for their corporate contact center platform.
Genesys Cloud CX
Get the easy, all-in-one contact center solution. Connect phone, e-mail, chat and social through one seamless tool.
What Genesys Cloud can do for you
Satisfied customers
Create fluid customer conversations across digital and voice channels. Predict and understand customer issues before they escalate — or before they even happen.
Happier employees
Make it easy for agents to resolve issues fast with an intuitive interface. Empower employees to find solutions together with collaboration tools that let them talk, video, chat and search.
Better business outcomes
Seamlessly integrate with Salesforce and other CRM tools to add context to customer journeys. Reduce costs, boost sales and automate routine tasks with Genesys AI.
Power deeply connected, meaningful experiences
Imagine a new world where contact centers run so smoothly that customers feel satisfied after every interaction — a world where employees are excited to go to work each day.
The Genesys Cloud CX solution makes that world possible. Thousands of businesses around the globe use this easy, all-in-one contact center solution to deliver seamless customer experiences.
Explore some of the features of Genesys Cloud CX
Digital channels
- Chat -Quickly resolve any customer situation with web chat. It enables your agents to respond immediately or step in proactively if a transaction stalls. Easily transition from a self-service chatbot to a live agent with full interaction and customer context.
- E-mail - Integrate email into your consistent omnichannel experience. Set up appropriate auto-responses and route email to the right agent group based on content analysis.
- SMS and messaging apps - SMS and messaging apps create conversations that can live forever. Context and content are never lost, and conversations can resume at any time, right where they stopped. This gives customers a way to interact with you at their convenience.
- Co-browse and screen share - See what your customers see and make interactions simple and painless with co-browse and screen share. If customers are having trouble, they can share their browser pages with your contact center agents or knowledge experts while chatting or speaking with the agent or expert.
Inbound routing
- Inbound voice routing (ACD) - Inbound voice uses your company’s defined business priorities to segment and rank interactions. This enhances your ability to meet your SLAs for all voice interactions — without creating complex routing strategies or adding resources.
- Callback - If your contact center is busy, use IVR to offer an option for callback while allowing callers to keep their positions in the queue. Scheduling immediate or delayed callbacks eliminates the need for customers to wait on hold to speak with an agent — and that increases customer satisfaction.
Outbound campaigns
- Outbound campaigns - Create long-lasting opportunities and decrease the volume of inbound calls to your contact center with basic outbound campaigns. Send highly personalized, timely and relevant notifications on your customers’ preferred channels.
- Proactive notifications - Reach out proactively in a timely, personalized and contextual way. Make it easy on your customers by using predictive dialing to target the right customers and streamline interactions. Automate notifications to save time and keep customers informed.
Workforce engagement
- Employee performance - Track, manage and boost your service levels with tools to monitor performance, support employee development and engage with workers in ways that drive results. Empower your managers, increase speed to competency for new hires and gamify contact center KPIs.
- Resource management - Allow workforce managers to work with short-term forecasts and improve forecasting efficiency by leveraging AI. Simplify your workforce scheduling with flexible rules, manage time off and provide accessibility through a single unified employee user interface.
- Quality assurance - Follow your customer experience interactions closely to maintain quality and adhere to corporate policies. With interaction recording and screen recording, you can record all interactions, including voice calls and employee screens.
Unified communications
- Anywhere access - Give your agents who are working remotely and in globally distributed teams a modern, integrated communications solution. This web-based unified communications solution, softphone and native mobile apps keep your workforce united, equipped and engaged — no matter where they are.
- Agent collaboration - Collaboration tools give teams access to communication channels from a single application — on any device. Agents can use video, softphone, screen sharing, persistent chat channels, rich employee profiles and document management — all in one integrated solution.
Reporting and analytics
- Performance dashboards - Up-to-the-second analytics and real-time dashboards provide the information you need to manage your contact center across multiple teams and channels. Customize dashboards to match your unique needs and help you respond in the moment.
- Historical reporting - Preserve historical context across your call center and generate reports so you can track and analyze service levels, call times, resolution rates, customer satisfaction and other critical KPIs.
- Real-time and historical views - Unite real-time and historical data. Organize and search by customer or interaction, and gain clarity with customized and consistent reporting that gives you true insight into your data.
Integrations and apps
- AppFoundry Marketplace - Visit the Genesys AppFoundry Markeplace to browse and quickly deploy more than 315 third-party apps. Find everything you need to extend and enhance your Genesys Cloud solution — from easy CRM integrations to creative ways to use AI and automation.
- Pre-built integrations - Say goodbye to lengthy professional service engagements. Pre-built integrations, developed and supported by Genesys, are quick to deploy and easy to configure. And they simplify integrations with other business systems, such as CRM systems and AI solutions.
- Genesys Cloud platform - The Genesys Cloud platform is a flexible, scalable Software as a Service contact center experience that can integrate with existing systems and grow with the pace of your business. And it empowers you to expand on a development platform with robust API tools.
Genesys AI Powers Experiences
video duration 2:15 min
Genesys Cloud Contact Center Overview
video duration 1:44 min
Welcome to the Genesys Contact Center omni-channel platform demonstration
All in one platform: customer communication channels, chatbots, automation, analytics and reporting, workforce management and evaluation, calls recording etc. Meeting with coffee and solution presentation. We invite contact center, customer service, IT and business development specialists.