Genesys announces ‘Genesys One’

Genesys has announced ‘Genesys One’, an end-to-end customer service solution for medium-sized enterprises that can be rapidly deployed in 30 days.
The solution  packages the Genesys contact centre capabilities with customer service best practices in the form of templates and routing strategies.

• Genesys One is based on open standards SIP architecture instead of a proprietary platform.
• Medium-sized enterprises can install Genesys One – built on the Genesys 8 software suite – into their contact centre technology as a single software package. Advanced customer service capabilities such as best-in-class routing, agent desktop and reporting are included in one end-to-end solution.
• Advanced reporting capabilities and role-based applications allow customer service executives and line of business managers to monitor and modify customer service strategies as desired.
• Genesys One is not tied to any specific telephony hardware, and customers can add web and social channels, high availability, workforce engagement and outbound interactions when required.

“With Genesys One, medium-sized businesses and enterprises now have access to a sophisticated solution that gives them instant access to industry-leading technology and over two decades of customer service expertise and best practices, in a rapid deployment model to deliver a great customer experience,” commented Keith Wilkinson, Vice President for the UK & I and Africa, Genesys.