Genesys Voice Platform is a software only, standards-based voice portal that enables businesses to provide cost-effective customer interactions 24×7. The Genesys Voice Platform can be used as a stand-alone IVR, integrated with theGenesys Customer Interaction Management (CIM) Platform, or as part of aGenesys intelligent Customer Front Door (iCFD) solution. Beyond traditional IVR (interactive voice response systems), it provides touchtone access to applications and incorporates speech recognition technology for conversational exchange to identify and resolve customer requests. Providing a voice platform solution focused on the total customer experience, rather than just the caller experience in the IVR, the Genesys Voice Platform seamlessly integrates self-service applications and agent-assisted transactions to align service with customer values and needs, reduce costs, and enable end-to-end reporting.
Voice Platform Key Features
- Secure platform that can be deployed in TDM, IP, or hybrid environments
- Increase business profits by increasing customer satisfaction and loyalty
- Improve first call resolution
- Leverage customer data so outbound campaigns reach the right customers and agents handling inbound calls have the data without searching for it
- Create a unified and efficient virtual contact center for inbound and outbound interactions
- Enable customer service contact through a choice of channels: voice, SMS, or e-mail
- Allow businesses to better manage the entire customer lifecycle