Genesys Contact Centre Platform
Genesys is a professional contact centre and customer experience management solution that includes the organization, automation, management, and control of the customer service process. The platform, which combines different communication channels, is ideal for companies that cater high customer flows or have a customer service process of diverse spectrum.
Genesys contact centre service rendered by Baltneta includes software, infrastructure required for its operation, installation and support, as well as consulting.
The Genesys platform allows receiving requests received via any communication channel and handling customer service by combining different channels. All information related to customer service is stored in a card dedicated to a particular customer: voice or written communication history via multiple channels, related documents, system tasks, orders, etc.
Our Genesys contact centre service includes data centre infrastructure, IP channels, numbering, installation, training, and maintenance. The completeness of the solution allows starting using the service in a very short time and eliminating the risk arising from the distribution of responsibilities between different suppliers.
The platform is compatible with all global telecommunication infrastructure brands. Our specialists can integrate it with customers’ business management systems, web environment, or other external databases.
Customer information systems can be integrated with the contact centre using Genesys JAVA, XML, and web API. Standard tools for integration with CRM systems are special adapters for certain systems (Siebel, SAP, Microsoft CRM, etc.).
The Genesys platform is designed for integration with artificial intelligence (AI), service process automation, and other innovative customer service solutions.
More than 20 years’ experience in implementing and maintaining the contact centre projects allows us to offer the best technical implementation of the solution for your company and to create the most efficient model of service processes as well as operation.
The Genesys platform is a long-term investment – new features can be added to the contact centre at any time, therefore, the solution will serve not only to implement today's marketing and customer service strategy of your company, but also to create long-term plans for the future.
Social media management
Handling Facebook, Twitter, and Messenger messages in the Genesys platform.
Service request management on mobile app
Receiving requests from mobile device apps and forwarding them for further handling based on the customer's browsing data.
Co-browsing
An option of synchronized browsing with a customer in the web portal or self-service system.
Outbound campaign management
Professional call campaign management. Calls from the system are made using the most effective methods of preview, progressive, and predictive calling campaigns.
Business task management
Distribution of customer service tasks according to a standardized process and required competencies, service control throughout the process, and information storage in a unified platform.
