Genesys

Inbound Voice

Contact Center Software

Genesys Inbound Voice segments

customers, monitors agent
availability, knows agent skill
set and delivers the customer
to the right agent the first time,
regardless of location.
Highlights
> Improves first call resolution by routing to
the right agent with the right information;
routes calls based on real-time statistics,
customer data or customer-defined business
rules

> Provides ability to segment customers and

provide personalized service experience

> Provides load balancing of customer contacts

across multiple contact center sites within
a region or around the world creating an
efficient and unified virtual contact center

> Maximizes agent productivity via efficient

call routing to most appropriate agents

> Enables voice-assisted self-servicing through

integration with Genesys Voice Platform or
other leading IVR vendors

Overview
Genesys Inbound Voice manages all incoming calls
(traditional circuit-switched as well as Voice over IP
environments) and delivers the caller to the right agent
with the right information the first time, regardless of
location and across any contact center infrastructure.
Inbound Voice also includes a Voice Callback Option
that allows the call center to offer customer-friendly
callbacks at the time of the customers choosing and
eliminates frustration with long hold times.
Contact Centers choosing Genesys Inbound Voice
experience a flexible and comprehensive inbound call
routing environment that allows the routing of voice
interactions based on real-time statistics, and customerstored data or customer-defined business rules.
Customer data and interaction history and determined
business priorities are used to make real-time call
center routing decisions, delivering each voice

> Differentiates customer service via Voice

Callback Option
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The new Genesys customer contact solution provided

immediate return on investment by increasing agent efficiency
through instantaneous customer screen pops and pointand-click dialing.
David Van Volkenburg, Manager of IT applications, PepsiAmericas

Contact Center Software > Genesys Inbound Voice

Features

> Benefits

Screen Pop

> Populates agent screen with customer attached data at the same time the call is transferred
for time saving and optimal customer servicing

Data-Driven Routing

> Uses customer information to intelligently route calls and attaches data to assist the agent
in knowing who the customer is and why they are calling

Agent Profile/Skills Based Routing

> Matches customers needs with the right resource for optimal customer service and resource
utilization: enables the most efficient use of resources for complex skills-based routing to
segment customers and service accordingly

Last Agent/Relationship-Based Routing

> Provides greater level of personalization by ability to route to last agent that assisted them

Workforce Routing

> Scheduling from workforce management can be taken into consideration before making routing
decisions, improving schedule adherence

interaction along with relevant information to the

right available agent to effectively meet customers
needs or engage them in new sales opportunities.
Genesys Inbound Voice intelligently routes interactions
arriving at the contact center to the best qualified,
currently available agent to handle the customer,
regardless of agent location.This precision routing
enables contact centers to route by business objective
while maximizing existing technology and people
resources. Contact centers are able to segment and
prioritize customer interactions according to criteria
such as business value, desired service level, required
resources, current contact center traffic conditions or
other specific needs as determined by the center.

What Do Customers Want?

Customers want quick access and choice choice
about how and when they make contact, and how

long they wait.They want businesses to know who

they are and know their value as a customer. Dont
make them repeat information or go over account
history again.They want accurate, consistent
information.They dont want to be transferred
around.They want to know what to expect and
hope for follow up.
The reality is all too often contact centers still have
longer than expected wait times with limited sufficient
options for self-service or a more convenient call back.
Companies dont know the value of whos calling.
Caller needs cant be matched to right, available
resources and customers are often misrouted to the
wrong department or an agent that doesnt have the
skills or information to close out their request.There is
no way to segment customers and differentiate or personalize service. And then there are the transfers, and
having to repeat account information already input
into an IVR system or worse yet, a previous agent.
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The investments have paid for themselves already after 18

months - as a result of the savings in call handling times and
the resulting potential personnel savings.
Harald Damovsky, Telecoms Systems Manager, T-Mobile

Contact Center Software > Genesys Inbound Voice

Features

> Benefits

Business Priority Routing

> Automatically balances overall service objectives; reduces complex strategy development;
balances overstaffed and understaffed queues that share agents
> Avoids penalizing customers who have collaboration or transfer needs with longer wait times
> Reduces over servicing one customer segment at risk of under servicing others and greatly
improves the chance that all interactions are handled within their assigned service levels
objectives

Virtual Contact Center

> All agent resources regardless of physical location are considered one virtual contact center,
ensuring customer needs are matched with the best available resource
> Enhances customer service, optimizes agent resource, reduces administrative expenses and
increases workforce flexibility

Integrated Strategy Management and Monitoring

> Facilitates management of production strategies where managers can view real-time interaction distribution along the branches of a strategy to verify whether the strategy is routing
interactions as expected

Genesys Inbound Voice - running on the Genesys

Customer Interaction Management Platform routes voice (still the heart of most contact center
interactions) and stops customer frustration by quickly
getting callers to the right agents. Inbound Voice
reduces transfers and eliminates the need to repeat
customer account information while also providing
personalized service.

Call Routing By Business Objective with

Business Priority Routing
Balancing current customer interaction volume with
the right number and type of agents is a common
contact center challenge. Contact centers often operate
with too many interactions in queue and too few
available agents. And agents also often have multiple
skills and are members of multiple virtual queues. For
example, agents can handle technical support issues as
well as sales calls, and the contact center has a virtual

queue for tech support and one for sales. Customers

are waiting in each queue, and an agent who can
handle both becomes available. Who gets routed to
this available agent?
Business Priority Routing for voice calls can take
several selection criteria into consideration when
making a routing decision, based on a number of
priority tuning factors.These factors can be used in
combination such as highest assigned priority, age of
interaction, what-if wait time. Business Priority
Routing means customers who need to transfer to
another agent to finalize their business arent penalized
with additional wait times; contact centers can have
the best possible chance meeting service level
objectives for all interactions without complex strategy
writing or adding resources; and uneven and overstaffed agent queues can be balanced for more
efficient operations.

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Genesys is core to the whole 1-800-FLOWERS.COM

environment. Sitting in the center for a business that takes in
excess of 200,000 calls a day, you can well understand how
important this has become.
Ira Sheinwald, VP Infrastructure Services, 1-800-FLOWERS.COM

Contact Center Software > Genesys Inbound Voice

Features

> Benefits

Real-time and historical reporting on agent, business

and voice interaction life cycle statistics and
predefined customizable reports

> Real-time and historical reporting on agent, business and voice interaction life cycle
statistics and predefined customizable reports
> Easy to use, customizable reports
> Gives view into effectiveness of resources in handling interactions and activities

Reporting enhancements for life-cycle email, chat, custom media interactions and Business Priority Routing

> Gives central view into real-time and non-real time interaction lifecycle history for all communications
> Provides business-level reporting for comparison of planned vs. actual for interaction handling and servicing according to segmentation

Centralized management, configuration and

administration

>
>
>
>

Open, software based

> Provides independence, choice and legacy investment protection

Enables real-time reaction to changing contact center traffic or resource conditions

Centralized management, configuration and administration
Simplifies management, configuration and administration
Reduces deployment complexity and time to market

Call Routing Across the Virtual Contact

Center and From the Carrier Network
Companies can route calls across multiple, geographically dispersed sites. Contact center sites and all
available agent resources are considered one virtual
contact center, ensuring customer needs are matched
with the best available resource, reducing administrative expenses and increasing workforce flexibility.

Flexible, Real-Time Customized Call

Routing Strategies
Contact center managers can build and customize
individual routing strategies through an easy-to-use,
point-and-click graphical interface and can continuously update routing strategies based on customer
data, service level objectives, call center resources and
other business factors.

This flexibility ensures the routing strategy stays

aligned with a companys business objectives, even as
they change over time.The contact center can also
react immediately to center and traffic conditions by
loading new strategies during real-time contact center
operations.

Real-time Monitoring & Reporting of

Operations
Managers have a view into the current status of their
agents and queues across a single or multi-site contact
center.This real-time monitoring feature provides the
ability to monitor statistics such as the number of
interactions in queue, average wait times, service level
adherence, and current activity for agents and groups
of agents. In addition, a flexible reporting interface
gives managers a view of categories of statistics most
important to them.

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Contact Center Software > Genesys Inbound Voice

Historical Reporting For Business

Analysis
Comprehensive information analysis with intelligent,
business-oriented historical reporting tracks all necessary data related to contact center activity and records
this information to a database, providing a cradle-tograve, historical record for each customer interaction.
This reporting capability of voice interactions provides
a powerful user interface allowing contact center managers to build custom reports from different data
sources. Managers can analyze the effectiveness of their
resources by creating reports to display information
such as the number of calls received concerning
product x or revenue generated by agent group a,
mapping planned strategy to what actually occurred
for analyzing overall effectiveness.

Genesys Network Voice

Genesys also offers network routing with Genesys
Network Voice, providing companies with a routing
strategy that significantly reduces telephony trunking
costs while increasing agent productivity. Companies
can balance total call volume across multiple sites,
while eliminating long queues and improving

Options

responsiveness for customers, treating multiple contact

center sites and all available agent resources as one
virtual contact center.

Genesys Voice Callback

Genesys Voice Callback helps contact centers manage
periods of high inbound call volume.Voice Callback
provides callers with the option to receive a callback
when wait times are long instead of waiting on hold
for an agent. Customers can request a callback as soon
as possible (holding their place in queue) or at a
specific time convenient for them.This capability
increases customer satisfaction, reduces telecom costs
and improves agent productivity.

Genesys Agent Scripting

Genesys Agent Scripting provides screen flow and text
to the agent desktop to guide agents through each
interaction. Scripting reduces training needs, ensures
consistency with each interaction and guides the agent
to successfully address the customer needs or close the
deal. Genesys Agent Scripting supports both inbound
and outbound interactions.

Voice Callback
Agent Scripting
High Availability

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Contact Center Software > Genesys Inbound Voice

Genesys 7
Product Suite
The broadest suite of products-with
powerful voice self-service, assisted
service for every communication
channel, flexible integration
options and management insight
systems-all linked on the most open
platform to deliver exceptional contact
center and customer service capabilities.

Systems Supported

Server OS Support

Phillips

IVRs

Microsoft Windows NT/2000/XP

Rockwell FirstPoint

Aspect

UNIX

Fujitsu

Avaya

Sun Solaris

Harris

Edify

Compaq Tru64

Huawei

Genesys Voice Platform

HP-UX

Matra

IBM

IBM AIX

Mitel

InterVoice

NEC Siemens

Nortel

Switches

Tadiran

Alcatel

Teltronics

Databases

Aspect

Tenovis

DB2
Informix

Avaya
EADS Telecom

IP Switches

MS SQL

Ericsson

Cisco CallManager

Oracle

Necsy

Genesys IPMX

Sybase

Nortel
Corporate Headquarters
Genesys
2001 Junipero Serra Blvd.
Daly City, CA 94014
AN ALCATEL COMPANY

Tel:
Fax:
E-mail:
Web:

+1 650 466 1100

+1 650 466 1260
[email protected]
www.genesyslab.com

EMEA Headquarters
Genesys House
Mulberry Business Park
Fishponds Road
Wokingham, Berkshire
RG21 4GY
Tel: +44 118 974 7000

APAC Headquarters
Genesys Laboratories
Australasia Pty Ltd
Level 14, 80 Mount Street
North Sydney NSW 2060
Tel: +61 2 9463 8500
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