The Genesys CIM Platform automatically captures, routes, manages, integrates, orchestrates, and reports on inbound and outbound customer interactions of all types, based on a company’s specific business criteria to guarantee the timely and proper treatment of each individual interaction. The platform centralizes the creation, administration, and management of the customer interaction process, and integrates with the broadest range of contact center infrastructure at both the network and premise levels. With the Genesys CIM Platform, your customer service operations can seamlessly align with your overall business processes.
The Genesys CIM Platform allows handling of customer interactions from a unified platform so that enterprises can choose any communication channel ― including voice, video, IP telephony, e-mail, chat, SMS, Web, mobile, work item, and self-services. It also enables advanced routing for every customer interaction via a universal routing engine that provides a single queue for all customer transactions in any channel. Some of the advantages of the Genesys CIM Platform is that it helps you achieve your business goals as they relate to the customer’s experience – cutting costs, meeting SLAs, optimizing the experience of high value customers, etc.
CIM Platform Key Features
- Leverage customer data and context while minimizing costs
- Provide a consistent experience across all customer touch points
- Centralize development and administration of customer workflow
- Access data from across the enterprise whether it’s stored in legacy data systems or current databases
- Integrate with your existing contact center infrastructure ―including TDM, IP, cloud-based, and hybrid environments