A multi-layer, industry-leading call center software framework and expertise
Genesys comprises multiple applications including Genesys Administrator Extension (GAX), Genesys Application (GA), Genesys Interactive Recording (GIR), eServices, Universal Routing Platform, eMessaging, WorkSpace, WorkForce Management, Interactive Voice Response (IVR), SpeechMiner, SAP Business Objects/Interactive Insights, Knowledge Center, and Knowledge Search.
Enterprise Iron fully supports the Genesys suite of applications. To that end, we maintain a Center of Expertise to deliver the following services:
- Implementation
- Software Upgrades
- Run and Maintain Services
- Development and Production Support
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Implementation
We provide implementation services for all Genesys applications and legacy Interactive Voice Response (IVR) solutions on proprietary software including WorkSpace integrations with existing Contact Center management systems. Our expertise expands across eServices (email delivery), call recording for agents and supervisors, historical and real-time reporting that replaces legacy reports (custom database and real-time reports), Workforce Management for scheduling (resource allocations and forecasting), and enhancements such as agent priority routing and specialized queues.
Our innovative solutions include rapid implementation of softphones to replace hard phones, allowing agents the freedom to work from home or in the office.
Software Upgrades
Our skilled team applies database and application updates including 24-hour failover assistance and server back-ups, Pulse and GAX reporting upgrades, and Media Control Platform to provision the latest versions and upgrades for long-term recording storage and archiving.
Run and Maintain Services
We maintain all servers and certificates (Java, Apache, etc.) and update servers to the latest requirements to address security vulnerabilities. Maintain data integrity by changing service account passwords quarterly for top security and client safety. Our staff maintains the Standard Operating Procedures of all operational functions for the application in use, plus the processing of onboarding and offboarding requests.
We conduct reporting analytics to deliver custom menu options for IVR to address changes dictated by the business model. In addition, we strive for proactive results to improve our clients experience with trend analysis on Help Desk tickets. Our solutions include real-time Contact Center analytics, dashboards and reporting, routing strategies and allocation changes across locations, forecasting agent staffing and availability with leveling for volume peaks/valleys, and the design and monitoring of alarms for any interruptions in service.
Development and Production Support
Our staff is trained in ITIL best practices for Tier I, II, III development and production support teams. We deliver quality solutions for our clients. In addition, we provide 24/7 support for multiple Contact Center locations throughout the U.S. Troubleshooting production issues and answering questions on all Genesys applications for thousands of agents.
Case Study: Genesys Optimization
Our technology SMEs implemented and maintain this clients’ Genesys applications to their optimize Contact Center capabilities.
Delivery Partner: Cothern