Genesys Products Implementation

A certified Genesys partner providing Genesys Implementation services to enhance your business operations

Genesys Implementation Services

Gadaget Computers has been involved in Genesys product development since 1999. Our services encompass building omnichannel customer experiences and creating actionable cradle-to-grave reports. We have successfully interfaced Genesys Cloud with Avaya Experience Portal, Avaya-Red, Avaya-Blue, Aspect, Cisco CVP, Cisco UCM, Alcatel (A4400), Siemens (HiCom 300H), Rockwell Spectrum, Mitel and various other PBX/switches. Please find the below list of Genesys consulting services we provide.

Genesys Voice Platform (GVP)

We have a proven track record of successful GVP implementations, spanning the entire spectrum from provisioning to performance tuning. As a certified Genesys services provider, our team is well-equipped to handle GVP sizing, installation, configuration, provisioning, and rigorous load testing. We specialize in developing voice applications that not only elevate IVR (Interactive Voice Response) self-service capabilities but also significantly enhance containment rates. By choosing us as your partner, you gain access to a wealth of experience in developing voice-enabled IVR applications that redefine customer interactions. Our solutions are designed to enhance customer satisfaction, improve operational efficiency, and empower your business to stand out in a competitive landscape.

Genesys Routing Solution (ERS and NRS)

We have successfully crafted Genesys Cloud routing solutions at both the enterprise and network levels, catering to the specific requirements of Fortune 2000 companies. One of our clients efficiently manages an impressive volume of 800,000 daily calls, all made possible through our Genesys network routing solution. Gadaget’s range of solutions spans from basic queue-based Genesys call routing to advanced service level routing, designed to meticulously manage service levels. Our expertise includes executing last agent/relationship routing, concierge services, WFM Schedule routing, SLA management, cost-effective routing, workload management, and skill-based routing at the enterprise level. We have harnessed Genesys routing to efficiently allocate workloads across numerous locations, utilizing a comprehensive global routing approach.

Genesys Outbound Solution (GOS)

Gadaget Computers has successfully deployed Genesys Outbound Contact Solutions in a variety of modes, including progressive, predictive, preview, proactive, and push-preview. In addition, we have executed services encompassing data extraction from legacy systems and CRMs, both from back-office and front-office systems, to generate calling lists and produce daily collection and conversion rate reports.

We have implemented several features using Genesys Cloud Outbound Contact Solution, including:

  • Time zone-based calling to maximize hit rates.
  • Integration of Do-Not-Call lists to comply with local and federal solicitation regulations.
  • Quick exclusion of calling lists for disaster area codes.
  • Personalized and group-based scheduled callbacks.
  • Agent reminders and visual cues in advance of scheduled personalized callbacks.
  • Adaptive call list cleansing to enhance efficiency.
  • Screen-pop with customer data accompanying the call.
  • Automatic voicemail and other SIT tone detection with applicable treatments.
  • Automated pre-recorded voicemail treatments using GVP (Genesys Voice Platform).
  • Automatic outbound calls for proactive notifications.

Genesys Upgrade Services

We have a rich history of collaborating with Genesys Cloud Products, spanning from version 5.0 to 8.x. Our approach to upgrading your Genesys infrastructure is guided by a distinctive methodology and process honed through years of successful upgrades. With over fifteen years of experience in this domain, We are well-equipped to handle your upgrade needs. We understand that an infrastructure upgrade involves cost and potential risks, which is why we extend a complimentary assessment service. Reach out to our representative today to avail of our free assessment, where we will evaluate the costs and potential risks associated with your Genesys infrastructure upgrade.

Genesys SIP Solution

Gadaget Computers has extensive experience in implementing Genesys SIP solution. Our approach to implementing these solutions is rooted in industry best practices and adheres to the highest standards. We’ve successfully deployed Genesys SIP solutions in various configurations, including seamless integration with Microsoft Skype for Business. As proud partners of AudioCodes, we’re well-equipped to offer a comprehensive network assessment service. This assessment serves to confirm and optimize your network in preparation for the deployment of SIP solutions.

Enhance your Workforce with our Solutions​

Genesys eservices and Enterprise Workload Management

Offering customers, the freedom to choose their preferred communication channel for interactions not only enhances customer service but also provides a significant competitive advantage for customer-centric businesses. We have successfully implemented a wide range of communication channels, including voice, email, chat, mobile, fax, SMS, and custom media types like web forms, service requests, and cases/tickets for leading businesses. Additionally, we have extensive experience in implementing Enterprise Workload Management (EWM) solutions to enhance customer experience and efficiency for offline interactions. The inclusion of various media types not only boosts agent productivity but also enhances accessibility for your business, catering to diverse customer preferences and needs.

Genesys Cloud Reporting Solution (Pulse / CCPulse and Info Mart)

Real-time and historical reports are the compass guiding your understanding of customer experience and contact center performance. We recognize that accurate reports lay the foundation for measuring progress and plotting a course toward enhancements. Our expertise extends to the installation, configuration, and customization of Genesys real-time reporting tools such as Pulse and CCPulse. Furthermore, we’ve undertaken the creation of custom real-time reports that seamlessly blend interaction data, such as inbound and outbound call statistics, with crucial business metrics like case data, total amount collected, successful contacts, lead conversion rates, and more. In addition to real-time reporting, we’ve undertaken numerous implementations involving the setup, configuration, and customization of Genesys historical reporting packages like CCA, CallCon, and Info Mart. We’ve also engineered custom ETL solutions to extract, transform, and load data from Genesys Data Mart, CallCon, and Info Mart databases. Our skilled consultants are well-versed in various presentation layers, including MicroStrategy, Business Objects, and Crystal Reports, enabling us to craft reports tailored to your enterprise’s unique needs and preferences. We ensure that your reporting capabilities are finely tuned to empower data-driven decisions and foster continuous improvement.

Performance Tuning and Health Checks

We understand the dynamic nature of your contact center, which continually evolves to align with your business requirements and shifts in the industry landscape. Extensive research and data indicate that proactive maintenance and regular health assessments can significantly mitigate downtimes and enhance overall performance. To ensure your contact center operates at peak efficiency and maintains optimal performance, We offer comprehensive health checks and performance tuning services. Our expert team conducts thorough assessments, identifies potential issues, and implements strategic adjustments to fine-tune your contact center environment. By proactively addressing challenges and optimizing your contact center investment, we help you achieve greater operational stability and maximize the return on your technology investments.

Genesys Desktop / Screen-Pop Solution

Equipping agents with comprehensive client information from the outset is a game-changer, vastly improving first call resolutions and elevating the overall customer experience. We have a track record of integrating an impressive array of more than 300 software types with Genesys to create unified desktop solutions. In our pursuit of excellence, we’ve harnessed a spectrum of SDKs, including Agent Interaction SDK, Configuration SDK, Statistics SDK, Open Media SDK, Genesys Web Services, and Outbound SDKs, to construct powerful Genesys Agent Desktop applications. We’ve also harnessed Universal SDKs and Platform SDKs, featuring pre-built application blocks, to seamlessly interface with Genesys solutions. We have pre-built code and utilities that can reduce the risk and effort in integrating with legacy applications or build a custom Genesys desktop from scratch to meet contact center requirement. Gadaget offers pre-built Genesys Desktops (Softphones) that are .Net and Java based. These softphones offer all the basic functionalities such as login, logout, ready, not ready, etc. along with integration with standard applications such as Salesforce.com, Pega Systems, Facets, Epic, Attachmate, Reflections, and others.

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