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Product: |
Genesys Web |
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Company: |
Genesys |
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Type: |
Software |
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Description: |
Genesys Web is an optional interaction channel for the new Genesys Customer Interaction Platform that allows customers to enter text questions into their browsers and view responses from call center agents in real-time. This also allows call/contact centers to offer a new service capability in the form of chat services. Transcripts of session text are saved in the customer history for agent reference and can be e-mailed to customers if needed.
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Agents can manage multiple chat sessions simultaneously through the Genesys Agent Desktop* and can select pre-defined responses from the Knowledge Base included in the Genesys Customer Interaction Management platform. Genesys Web also supports the ability to transfer the chat session to another agent, back to the queue or to a supervisor for assistance. With the new Genesys Supervisor Desktop, supervisors can conference with agents and monitor an agents? active chat session.
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Related Products: |
Contact Center Software | CTI (Computer Telephony Integration) | Customer Interaction Services |
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