In an onsite briefing, CommWeb gets a sneak peak at comprehensive new customer relationship management package. ET Genesys Telecommunications Laboratories introduced G6, the latest version of their contact center suite. CommWeb visited the Genesys office in San Francisco to get a sneak peak at G6 a few days before its launch. G6 appears to be nothing if not comprehensive with its six integrated applications.
Managers can define routing according to business rules and view effectiveness.
This, according to Genesys, is especially important in times of unforeseen business congestion when quick changes need to be made to prevent heavy backlogs. If, for example, an insurance company in Florida starts getting more calls than they can handle after a heavy tropical storm, managers can reroute some calls to other offices in Tennessee and Ohio so that customers can get the help they need. Outbound Contact looks to take predictive dialing to another level. It lets contact center managers choose when and how to combine outbound campaigns with inbound voice, web, chat, and email activities using unified and integrated business rules. Updated web collaboration capabilities allow dynamic sharing of web content and forms between agents and customers.