Genesys Connect Solutions for unified communications

Get rich IP PBX communications in one powerful platform

PureConnect Solutions for unified communications

The next wave of intelligent business communications

How a communications solution is built on the back-end tells a lot about how it will perform on the front-end. Pieced-together unified communications (UC) systems are full of complexity and steal energy from your enterprise. A more intelligent approach is a single, all-in-one platform that creates more power.

The features in a UC solution might link media channels and users more tightly, but most UC frameworks lack any actual unification. They’re mostly stitched-together products from different vendors with a UC banner wrapped around them. Genesys created our IP telephony software on a single integrated platform—making it an all-in-one solution for all types of communications and business functions. Genesys Connect for Unified Communications is powerful enough to unify your entire enterprise. More importantly, with a complete N+1 architecture for all media operations, Genesys Connect for Unified Communications is much more scalable than those pieced-together UC systems.

With one platform, enterprises smartly connect departments, workgroups, contact centres, branch offices, and remote and mobile workers. The platform extends call control and messaging to the desktops of multiple users—from 100 to 15,000—and ACD capabilities for up to 5,000 contact centre users. It also scales up or down, as needed.

In addition, companies can use advanced capabilities, such as outbound predictive dialling and business process automation with applications and licensing—without having to tack on more systems.

Capabilities

Single all-in-one platform approach

Genesys Connect enables you to better control communications while reducing costs. The solution centralises multichannel processing, system configuration, administration and reporting. And because you don’t have to source multiple vendors, require fewer servers and will have a smaller data centre footprint, you will see a dramatic reduction in equipment and operational costs.

Easy deployment and administration

Auto-configure Genesys Connect gateways for IP networks and VoIP, then auto-provision and manage cost-saving IP phones—or use Interaction SIP Station™ call control devices to save even more money. The Genesys Connect Interactive Update™ application even handles service updates automatically.

Scalable all-software architecture

Genesys Connect incremental application licensing makes scalability straightforward and cost-effective, as does its multisite location independence and disaster recovery. With this capability, you can deploy and manage applications—as needed, when needed—even to multiple sites and users wherever they’re located. The reliable, integrated Genesys Connect application suite eliminates unstable voice processing cards and all the points of potential failure that come with multi-system configurations.

Complete voice and interaction functionality

With Genesys Connect, you get a dial tone, plus multichannel queuing and routing, IVR, speech-enabled auto-attendant, unified messaging, conferencing, presence management and more. At the desktop level, Genesys Connect is a straightforward and intuitive client application that instinctively makes users and interaction processes much more efficient.

Cost-effective multichannel customer service

Calls, faxes, email, webchat, SMS, online forms and social media—Genesys Connect handles all types of communications quickly and consistently. The streamlined real-time monitoring and end-to-end reporting capabilities of Genesys Connect make it easy to ensure service quality across channels. Advanced applications for multichannel recording and scoring, as well as automated post-call satisfaction surveys, improve service performance on a continuous basis.

Mobile support for location-independent use

Put Genesys Connect mobility-based applications in the hands of your sales force and field technicians to give them the same functionality as their in-office counterparts: company-wide presence, one-number Find-me/Follow-me, conferencing, ad-hoc call recording, unified messaging as well as speech-enabled access to email, calendars and contacts. Mobile users can leverage softphones, smartphones, email clients and web browsers to access the Genesys Connect system from anywhere.

Benefits

One platform for your entire business

Remote Workers and Mobile User Features

Web Client
Mobile Client, corporate extension and virtual office
One-number Follow-me/Find-me
Interaction Mobile Office™

Scalability

100 to 15,000 business users
Up to 5,000 ACD users
Support growth by adding servers
Small or large—license only for what you need

Contact Centre Features

ACD
IVR
Web services
Internet chat server
Quality monitoring
Easy integration to CRM and business applications
Integrations for social media monitoring
Knowledge management and auto-response
Real-time speech analytics
Workgroup options

Advanced Applications

Business process automation—in the enterprise and contact centre
Screen recording
Automated post-call satisfaction surveys
Workforce management
Intelligent multisite routing
Graphical application generator
Third-party PBX integrations

System Administrator and IT Professional Features

End-to-edge security and encryption with Secure Real-time Transport Protocol (SRTP) and Transport Layer Security (TLS)
Completely redundant architecture —Support for virtual servers
Ease of deployment—Private cloud deployment option
Interaction Update™ auto-updater
Auto-provisioning for Polycom® phones
Interaction Recorder®
Interaction Administrator®
Interaction Attendant®
Interaction Conference™ for conferencing more than 250 parties
Interaction SIP Station™
API – Interaction Centre Extension Library (IceLib)

Enterprise-wide Capabilities

IP PBX call processing
Full-featured operator console
Complete desktop phone features
Enhanced desktop client features
SIP softphone
Real-time presence management
On-demand call recording and monitoring
Conferencing for up to 250 parties
Corporate and workgroup directories
Embedded call controls for desktop applications
Instant messaging
Voice mail and unified messaging
Multilingual support
Reporting

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