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Genesys (CTI) : |
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We have extensive experience with architecture, design, installation, configuration, fine tuning, troubleshooting and upgrading of Genesys Suite of products integrating TDM and VOIP platforms using multiple contact channels including voice, email, chat, web, fax and open media. |
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"Are you using Genesys to achieve your business objectives and goals?." |
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| Typical services offered include: |
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Current Business analysis and health check services. |
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Genesys implementation and fine tuning services. |
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Outsourcing Services for Genesys development and testing. |
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Genesys enhancements and upgrades. |
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Value Added Extended Maintenance & Support Services |
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Onsite and/or Offsite Genesys Technical Account Manager(TAM) |
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| We can provide huge cost savings without compromise in quality resulting in less TCO and maximum ROI.
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"Use our retainer model to get rid of the headaches of hiring, training, managing and retaining several full-time resources." |
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| Areas of Genesys Expertise: |
| Framework(CIM Platform): |
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This is the ssential foundation for all Genesys products (as they depend on the Framework) including Security and LDAP integration. |
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| Genesys Voice Portal(GVP Platform): |
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Automated Interactive voice response (IVR) or voice response unit (VRU) integrating Speech recognition and Text-2-Speech along with back-end ERP/CRM system lookup and screen pop. |
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| Genesys Customer Interaction Portal(GCIP Platform): |
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Implemenation and support for GCIP including tuning. |
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| Inbound Network Routing: |
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Ability to interface directly with major Networks AT&T, MCI, Sprint, etc. to route inbound and outbound calls through traditional TDM channels and Network SIP Server & Stream Manager through VOIP Channels. |
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| Inbound Premise/Enterprise Routing: |
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Dynamic database or parameter driven inbound premise based pre/post routing implemented using different selection criteria like Skill, Service Level, Agent group, database fields, and other criteria defined by clients. |
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| Outbound/Predictive Dialer: |
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Highly customized database driven dynamic Outbound campaigns using Call Progress detection server or switch for different customer needs. Ask us how predictive dialing can help your organization in several different ways including Proactive Notification |
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| IVR Adapters: |
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Interfacing Genesys with several IVR platforms to exchange caller entered data in IVR and minimize agent minutes and improve agent efficiency through dynamic screen pops using attached data. |
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| Historical Reporting using CCAnalyzer: |
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Customized CCAnalyzer reporting using any reporting tool (Brio/Hyperion, Crystal Reports or Cognos or MS SQL Server Reporting Services) |
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| Historical Reporting using Infomart(GIM) and Interactive Insights (GI2): |
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Customized Infomart/ICON 7.6/7.5 reporting using any reporting tool (Crystal Reports or Cognos or MS SQL Server Reporting Services or Hyperion) to provide extensive reporting analytics for different segments and time intervals (daily, weekly, monthly and yearly). |
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Install, configure and customization of Genesys Interactive Insights. |
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Ask us about our pre-built packaged reports for immediate delivery on different platforms like Crystal Reports/Cognos/Microsoft SQL Server Reporting Services. |
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| Real time reporting: |
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Real time reporting using Genesys Contact Center Adivsor and CCPulse+ with thresholds, actions. |
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| Genesys Agent Desktop(GAD)/Genesys Supervisor Desktop (GSD): |
| Not only installing and configuring but fine tuning is very important for GAD/GSD.
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| Softphones & Screen Pop: |
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We can create custom softphones and Screen pop using .NET/Java tailored to your needs integrating with different backend technologies using our experience with agent desktops and different SDKs. |
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.Net based Softphone & Screen pop |
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Java based Softphone & Screen pop |
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Customized ActiveX Starter App |
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| MultiChannel Interactions (Multimedia/MCR) : |
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Ability to route and report not only on voice interactions but other multimedia interactions like web, email, chat, Fax and Open Media Benefit with our expertise in Multimedia and improve your customer response rates.
We have implemendted click-2-chat, co-browse features and automated email and chat responses.
Ability to integrate knowledge management portal with Agent desktop and customize it to the client needs. |
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| Gplus Adapters (Siebel/PeopleSoft/SAP/Oracle/Microsoft CRM/Onyx) : |
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Integrating softphone with CRM/ERP screens and interfacing with CRM and ERP solutions to exchange critical data and leverage the power of CRM and ERP applications. |
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| Voice Call Back/Virtual Hold: |
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Ability to call back customers at a specific time when the queue wait times are too long. |
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| WFM : |
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Implement and Customize Genesys WFM to manage personnel effectively by scheduling and forecasting, based on agent capabilities, timings, needs and other factors and performance management using adherence and time-off and vacation scheduling. We can provide WFM reporting enhancing the out-of-the box WFM reports. |
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| Genesys VOIP/SIP: |
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Integrate Genesys with VOIP systems using SIP to help customers migrate towards the latest technologies resulting in cost savings. Ask about our experience with SIP server, stream manager and integrating with CCM/asterisk. |
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| We are happy with the Professional services you have delivered - a major Systems integrator |
| Our claims collections are great due to your outbound solution -An insurance company |
| Hi-Caliber IT has delivered real-time and historical reports that helped not only manage our contact center efficiently but also improve our revenues. |
| Hi-Caliber IT provides great support. You have solved our problems faster than we imagined reducing downtime. Thank you for all the great help this past year -A Credit Card issuer |  | |
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