Genesys Framework - GVP/CTI
Yemisys Inc. has been working with Genesys products for the past 4 years and have about 40,000 man hours of experience on various Genesys products. These services range from building custom IVR drivers to building cradle-to-grave reports. Yemisys has interfaced Genesys with Avaya (G3, S8xxx series), Nortel ( Meridian , Symposium 4.0, 4.2, 5.0, DMS), Aspect, Cisco (Call Manager 4.0, 4.1), Alcatel (A4400), Siemens (HiCom 300H), Rockwell Spectrum and Mitel switches. The following is the list of Genesys consulting that Yemisys specializes in.
Genesys Voice Platform (GVP): Yemisys has done numerous GVP implementations from provisioning to performance tuning. Yemisys has performed GVP - Sizing, Installation (Installing dialogic boards, GVP- EE and GVP-NE), Voice application development, GVP dialog level reporting (Custom reporting), integration with legacy applications like AS/400, Mainframe and other back office systems to enable voice self-service.
Genesys Routing Solution (ERS and NRS): Yemisys has built Genesys routing solutions at the enterprise/network levels for fortune 2000 customers. One of Yemisys's customer handles about 800,000 calls per day using Genesys network routing solution. These solutions range from simple queue based call routing to advanced service level routing to manage service levels. Yemisys has done Queue, Agent Group and Skill based routing for various ACDs at Enterprise level. Yemisys has implemented Genesys routing to distribute load across multiple sites and follow-the-sun style routing for global enterprises. 
Genesys Outbound Solution (OCS): Yemisys has implemented Genesys Outbound solution in Progressive, Predictive and Preview modes. Implemented services ranging from extracting data from legacy system / CRM (Back office systems/Front office systems) for creating calling list to producing daily collection/conversion rate reports. Some of the features Yemisys has implemented using Genesys Outbound solution are listed below
- Time zone based calling to maximize hit rate.
- Do-not-call lists to abide by local and federal rules on solicitation.
- Quick exclusion from calling list for disaster areas codes.
- Personalized and Group based scheduled callbacks.
- Reminders and visual clues in advance for agents for scheduled personalized call backs.
- Adaptive call list cleansing to improve efficiency.
- Screen-pop with customer data along with the call.
- Automatic voicemail and other SIT tone detection to apply treatments.
- Automatic pre-recorded voicemail treatments using GVP.
- Automatic outbound calls to notify alerts.
Whether you are implementing Genesys outbound solution to improve your agent efficiency or your business is outbound calling, we can assist you to achieve your business goals. |
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Genesys Multi-channel Routing Solution (MCR) and Open Media: Providing freedom to customers to choose the media to interact is not only better customer service but also an important competitive advantage to customer centric business. Yemisys has implemented email, chat, fax, SMS and custom media types (web forms, service requests, cases/tickets) for leading business. We have implemented the above media types either as a point solution or to complement telephony interactions. Other media types not only improves and evens-out your agent efficiency but also provides accessibility to your business. We have implemented web media types (email, chat, .) in other Asian languages and fully understand issues related to different language types. |
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Genesys Desktop/Screen-Pop Solution: Providing all the tools to agents will greatly increase first call resolutions and enhance customer experience. Yemisys has integrated over 300 different software with Genesys SDKS at the desktop to provide a unified desktop solution. Yemisys has used Agent Interaction SDK, Configuration SDK, Statistics SDK, Open Media SDK and Outbound contact SDKs for building Genesys Agent Desktop applications. Yemisys has also used Universal SDKs and Platform SDKs (pre-built Application Blocks) to interface with Genesys solutions. Yemisys has pre-built code and utilities that can reduce the risk and effort in integrating with legacy applications or building a Genesys desktop from the start. Yemisys offers pre-built Genesys Desktops (Soft phones) that are .Net, Java and ActiveX based. These Soft-phones offer all the basic functionalities like Login, Logout, Ready, Not Ready, etc along with integration with standard applications like Clarify, Attachmate, Reflections and others. |
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Genesys Reporting Solution (CCPulse / CCA / CCON and Infomart ): Realtime and historical Reports provide a window to your contact center. Yemisys fully understands that accurate reports are the first step in measuring and planning for improvements. Yemisys has Installed, configured and customized Genesys real-time reporting using CCPulse. Yemisys has also implemented custom real-time reports by blending interaction data (Number of inbound calls, Number of outbound calls, etc) from Genesys with the business data (Cases, Total Amount collected, Successful Contacts Made, Leads converted, Number of First Resolution calls, One-and-Done calls .. ). Yemisys has worked on several implementations installing, configuring, customizing/writing custom reports from Genesys historical reporting packages like CCA, CallCon and InfoMart. Yemisys has also built Custom ETL from Genesys DataMart, Callcon-CCON and InforMart databases. Our consultants have expertise in Hyperion(Brio), Business Objects and Crystal Reports to build report presentation layer based on your enterprise standards. |
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Genesys Upgrade Services: Yemisys has worked with Genesys Products from version 6.5 to 7.1, 7.2, 7.5. Yemisys follows a unique methodology and process to upgrade your Genesys infrastructure. Yemisys has successfully performed several upgrades over the last seven years. Yemisys has performed at least over 10 upgrades from version 6.x to 7.1, 7.2, 7.5. Yemisys can offer free assessment on the cost and risk for your Genesys infrastructure upgrade. Please contact one of the Yemisys representatives to get a free assessment. |
