Anyone familiar with the CTI industry knows that Genesys, an independent, wholly owned subsidiary of Alcatel, played an important role within the field of computer-telephony integration (CTI). Genesys was best known for providing the architecture by which multiple call centers could be connected together to seamlessly appear as one. Using Genesys' network routing solution, users can make routing decisions on a per-call basis while the call is still in the carrier network. By routing directly from the carrier network, the need to route calls from premise to premise is eliminated. Routing decisions can be made based upon information collected with the call or a database lookup and calls can also be routed to agents based on their individual skills.
Genesys has extended its T Server framework to encompass multiple interaction types: e-mail, Web-based chat and collaboration and voice over IP (VoIP), as well as traditional voice and CTI-based routing. We'd also like to mention that Genesys' flexible architecture has allowed it to integrate with third-party solutions such as Mercom System's Audiolog multimedia recording product.
The Genesys solution, which includes the T-Server Framework, tracks and records the country of origin of the customer's call, e-mail, fax or consults a database to determine where the client is located. The Genesys Enterprise Routing solution also accesses client information from a central database and directs the call, message or letter to the appropriate contact center agent. Even better, Genesys created a WAP application that allows customers to queue callbacks from a Genesys-enabled call center to the customer's mobile phone.
Genesys' innovative solution allows for contact center load balancing, central administration of all media types from a consistent interface, workforce management features, routing calls based on skills, "call blend" inbound/ outbound multimedia interactions and the seamless integration of multiple contact centers with multiple resources into one software package.
