Genesys Products Implementation
A certified Genesys partner providing Genesys Implementation services to enhance your business operations
Genesys Implementation Services
Since 1999, Gadaget Computers has played a key role in the evolution and deployment of Genesys technologies. Our offerings span the development of seamless omnichannel customer interactions and the design of end-to-end, actionable reporting solutions. We bring deep integration experience, having successfully connected Genesys Cloud with numerous telephony platforms including Avaya Experience Portal, Avaya-Red, Avaya-Blue, Aspect, Cisco CVP, Cisco UCM, Alcatel (A4400), Siemens (HiCom 300H), Rockwell Spectrum, Mitel, and a wide array of other PBX and switch systems. Below is a list of the 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:
- Calling based on time zones to increase the chances of reaching contacts.
- Incorporation of Do-Not-Call lists to ensure compliance with local and federal solicitation laws.
- Rapid exclusion of phone numbers from disaster-affected area codes.
- Scheduling callbacks for individuals and groups in a personalized manner.
- Providing agents with reminders and visual indicators ahead of scheduled personalized callbacks.
- Dynamic cleansing of call lists to improve operational efficiency.
- Displaying customer information to agents as the call is connected.
- Automatic detection of voicemail and other special information tones (SIT) with appropriate handling.
- Using Genesys Voice Platform (GVP) to deliver automated pre-recorded voicemail messages.
- Initiating outbound calls automatically 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)
Understanding customer experience and contact center performance relies on both real-time and historical reports. 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 has an established history of successfully integrating more than 300 different software applications with Genesys to deliver cohesive and unified desktop environments. In our commitment to delivering high-performance solutions, we’ve utilized a wide range of SDKs—including the Agent Interaction SDK, Configuration SDK, Statistics SDK, Open Media SDK, Genesys Web Services, and Outbound SDKs—to develop powerful and flexible Genesys Agent Desktop applications.We also take advantage of Universal SDKs and Platform SDKs, which include ready-to-use application components, to enable seamless integration with Genesys platforms. Our library of pre-developed code and utilities significantly minimizes both risk and development effort, whether you’re integrating with legacy systems or building a custom Genesys desktop solution from the ground up to meet specific contact center needs. Gadaget provides pre-built Genesys desktop softphones developed in both .NET and Java. These softphones offer all essential features—such as login, logout, ready, and not ready states—while supporting integration with popular enterprise platforms including Salesforce.com, Pega Systems, Facets, Epic, Attachmate, Reflections, and many others.