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| On Track & On Target | Genesys expands its contact-centre systems reach
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17 July 2014

Genesys expands its contact-centre systems reach


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Genesys, the specialist provider of contact centre solutions, has launched a new portfolio that is said to break new ground for the company by making its systems available to smaller businesses.

There are three versions – Premier Edition (up to 250 seats), Business Edition (1,000 seats) and Enterprise Edition (unlimited). This approach is reportedly seen as a significant competitive step for the company.

Even the Premier edition has a range of advanced features such as multi-channel support, unlimited IVR (interactive voice response) ports, intuitive and visual solution configuration, proactive notifications and surveys, and business intelligence analytics.

In addition, Genesys has introduced an analytics system called Pulse, consisting of visual dashboards and interactive reports that provide real-time monitoring of contact centre operations and performance.

The company says it has been able to make these advances by integrating software acquired with three companies it has bought – Angel, Utopy and SoundBite Communications.

 

 

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