The Genesys Internet Contact solution offers companies an integrated approach to managing interactions in your multi-media contact center. With the Genesys solution, companies can support a variety of Internet-based media channels with a single management infrastructure. Genesys Chat enables real-time text communication through a Web browser. Web users can enter questions into their browsers and view responses from an agent in real time. Genesys Web Collaboration allows agents and customers to automatically synchronize Web browsers and simultaneously surf the Web.
Agents can assist customers in learning how to find solutions or use features on a Web site.
Universal routing evaluates each interaction type and origination so that each gets the proper treatment and priority according to the business rules of the enterprise. The Genesys solution allows an enterprise to manage its customers' requests as one universal queue, distributing interactions of all types, according to the current state of the customer and the business. From the agent perspective, work for all different media interactions is delivered from a single queue in a manner that capitalizes on efficiency and effectiveness. Intelligent routing to meet business objectives Internet Contact routing strategies are defined to meet business goals such as adherence to service levels or the selection of the most appropriately skilled agent. The solution can segment customer interactions based on data collected from your Web site such as an HTML form, or from your back office applications such as customer profile information and contact history.