Go from genesys ivr manager to genesys hero in 2 minutes with jacada visual ivr for genesys. All modules, ivr, acd, dialer, wfm are from one vendor. Ivr software technology gives contact center customers the ability to access a database of information using their phone by using speech recognition software. Genesys is replacing our homegrown call routing software. Genesys inbound ivr manages all incoming circuitswitched and voice over ip calls while providing all with the right information across all contact center infrastructure. Genesys gives you the tools to manage customer journeys across one or more channels.
About this software provided ivr with the genesys environment. Great customer experience drives great business outcomes. Genesys is a leading provider of customer service and contact center software and services. Currently being used by a single department within willis towers watson, but being looked at as potential pilot for other business lines.
Ivr, or interactive voice response, is a technology that allows a computer to interact with humans through the use of voice applications or through a telephone keypad. List of top contact center software 2020 trustradius. From the ivr users viewpoint, this is an additional set of functions that appear on the ivr user interface. Genesys voice platform as a service in the broad landscape of ivr applications, many businesses today run their ivrs on outdated voice platforms. Genesys replaced complex, disparate, and costly ivr applications with an enterprise, selfservice voice solution in the cloud. Interactive voice software reads a combination of touch tone and voice input to interact with customers, then routes calls to the appropriate call center agent. About the company genesys is a leading provider of customer service and contact center software and services. Seamless integration, common admin 4 pillars of genesys interaction recording open. Ivr software simplifies a contact centers performance when its used alongside crm, or customer relationship management software. Your investment in the genesys voice platform was money well spent.
It is an all softwarebased system making it easy to manage, integrate and interface with other systems one vendor. Contact center software allows companies to manage a high volume of inbound and. Customer owned keys, nonproprietary genesys interaction recording is deployed in conjunction with the genesys cx platform and sip server to record calls. One customer refreshed their selfservice ivr application in eight weeks, instead of. Frequently requires the use of thirdparty asr software, though many ivr vendors partner with asr vendors to deliver a complete solution. Delivering personalized customer experience genesys. Genesys provides strong business data integration for call routing logic, configuration management, and interaction recording management. Genesys ivr makes life easy for your customersand you. Ivr driver is the component of genesys ivr interface option that provides integration with ivr vendorspecific hardware and software. Interactive voice response ivr software, allows call centers, help desks and other organizations to create menus which the caller can navigate using spoken commands or their telephone keys. Connect with your customers based on their preferences chat, social, text, email, or call.
Genesys is headquartered in daly city, california, and has offices in canada, latin america, europe, the middle east, africa, asia, and australia. Interactive voice response ivr software, allows call centers, help desks. Intuitively build bots that automate conversations intelligently with genesys dialog engine. Over a secure channel, genesys connects to that application and executes it on its voice platform. Contact center technology all capabilities genesys. Genesys ivr interface option has two components, the ivr server and the ivr driver. Ivr is essential to any modern call center and is used in various industries and verticals. Genesys, also known as genesys telecommunications laboratories, inc.
Genesys cloud formerly purecloud is a contact center application. Vendor offers the choice of tdm, ip or hybrid deployments, on premise or innetwork. Interactive voice software reads a combination of touch tone and voice input to interact with customers, then routes calls to. Genesys voice are offering few flexible plans to their customers, read the article below in order to calculate the total cost of ownership tco which includes.
When comparing genesys voice to their competitors, on a scale between 1 to 10 genesys voice is rated 3, which is lower than the average voip software cost. This adds a set of functions or calls to the ivr user interface, which can be used for script generation and to integrate the vendorand other ivr interface option components are based on the requestresponse architecture of the ivr library and use a tcpip connection. Nov 14, 2019 compare genesys voice pricing to alternarive voip solutions. Voicebots conversational ai for call center software. May 12, 2016 in this video, we highlight the benefits of using genesys secure ivr payments as part of a selfservice or agentassisted interaction. Genesys voice platform is a growing cloudbased voip software, it is designed to support small, medium and large size business. Genesys ivr is an ivr software solution built to provide your business with internet technology and voice selfservice applications designed to decrease costs, halt customer frustration and to improve the customer experiences. If you wish to get a convenient way to learn which customer support software product is better, our proprietary system gives genesys a score of 7. Ucs bilisim is a software house built in 2011 to produce specialized software solutions in the call center sector with genesys business partnership. The genesys cloud platform is the nextgeneration, allinone cloud contact center solution that helps you manage and understand omnichannel interactions in a seamless customer journey. Cti directory, software technology for call centers.
Personalize that experience with genesys call center software, and make it. The company serves customers in over 80 countries and directs more than 100 million interactions every day from the contact center to the back office, aiding businesses in delivering quick and simple service and a crosschannel customer experience. If youre experiencing a tough time deciding on the best customer support software product for your circumstances, try to compare and contrast the available software and determine which service offers more benefits. Best interactive voice response ivr systems of 2020 techradar. If you receive your genesys solutions through a partner, please contact your. Customer owned keys, nonproprietary genesys interaction recording is deployed in conjunction with the genesys cx platform and sip server to record calls and agent screens interaction stitching and rich meta data no lost calls. Ivr driver is the component of genesys ivr interface option that provides integration with ivr vendor specific hardware and software. These antiquated platforms often do not adhere to the latest security standards such as pci dss, or they may not effectively connect to web services or cloudbased crm systems. The ivr driver component integrates ivr vendorspecific hardware and software with the genesys environment. Genesys voice platform as a service in the broad landscape of ivr applications, many businesses today run their ivrs on outdated. With genesys, build and deploy a simple, straightforward ivr or tackle the most sophisticated and complex applications. Sugar crm for purecloud the purecloud connector for sugar crm is the outofthebox solution to embed sugar crm inside the purecloud console so always visible and accessible whatever interaction is managed by the agent.
Personalized customer selfservice solutions genesys. The science of software costpricing may not be easy to understand. All interactions between the ivr driver the ivr interface option architecture simplifies the integration of vendor provided ivrs with the genesys environment. The genesys ondemand model supports immediate scalability without the costs of traditional ivr, while dramatically reducing the costs associated. Enterprise ivr uses speech recognition and customer data to transform the ivr.
Youve got a state of the art ivr system handling millions of calls per year. Genesys cloud ivr features includes versioning, holiday and emergency schedules, prompts, and automatic speech recognition in dozens of languages. Interactive voice response ivr inbound and outbound. Delivering great customer experiences is about simplifying and streamlining your business processes to reduce customer effort throughout a call. Ivr allows customers to interact with a companys host system to service their own. Additionally the genesys cloud product continues to release enhancements and be adaptive to. Want your company or services to be added to this buyers guide. If youre experiencing a tough time deciding on the best customer support software product for your circumstances, try to compare and contrast the available software and. Give your employees a single tool that handles all communicationsvoice, chat, email, text message and more. With the aim of meeting the call center needs of large organizations, ucs completed many projects successfully with its high quality team which includes the best professionals in the sector. The genesys ondemand model supports immediate scalability without the costs of traditional ivr, while dramatically reducing the costs associated with hardware, software, maintenance and staffing. Choose enterprise it software and services with confidence. The functions are used for script generation, to integrate an ivr with the genesys environment.
I like most of the features of this product out o that most is architect part, its really very easy and flexible for any new requirement. Compare genesys vs avaya aura call center elite 2020. Enter your corporate address and well get you set up. The purecloud voice service is built on genesys telecom, a genesys secondgeneration multicarrier platform and registered interconnectedvoip provider, subject to all local telecom regulation. Some systems allow for voiceprint authentication comparing audio data from a call with a model of the callers voice to verify caller identity. Purecloud the purecloud platform is a unified, allinone customer engagement and employeemanagement software solution thats easy to use, quick to deploy, and built for rapid innovation. Genesys cloud is a cloud contact centre and employee collaboration solution thats easy to use, quick to deploy, and built for rapid innovation. Reducing cost and providing a better customer experience requires flexibility and insights. Founded on the genesys customer experience platform, users are able to to give out the best and optimal journey for each customer without the hassle and with the less cost. Genesys ivr driver is a service that integrates your existing ivr with the genesys customer experience platform, enabling you to preserve your existing setup while gaining the benefits of more advanced routing capabilities. Sugar crm for purecloud the purecloud connector for sugar crm is the outofthebox solution to embed sugar crm inside the purecloud console so always visible and accessible. It offers comprehensive services for midsized to large organizationsin the cloud or onpremisesto help you meet everchanging customer demands.
Genesys pureconnect by genesys genesys powers more than 25 billion of the worlds best customer experiences every year. Genesys is the only leader in both cloud and onpremises customer experience solutions. Genesys is designed to give users the tools and functionalities that allow them to deliver the ultimate customer support experience. Moreover, genesys is rated at na%, while ameyo is rated 96% for their user satisfaction level. In this video, we highlight the benefits of using genesys secure ivr payments as part of a selfservice or agentassisted interaction. Additionally the genesys cloud product continues to release enhancements and be adaptive to evolving customer needs. Complete cloud platform for creating smarter customer engagement solutions in house, whether you are a service provider or. An ivr, or interactive voice response system, is mostly used inside of inbound contact centers and allows callers to do tasks over the phone through numerical keypad input or through voice response. Interactive voice response ivr call centre software genesys.
Ivr solutions can also place outbound calls to deliver or gather information for appointments, past due bills and other timesensitive events. Ivrs give users a menu of automated prompts from which they can select. Compare real user opinions on the pros and cons to make more informed decisions. Supports multiple roles including business user and developer.
In addition, the companys net promoter score nps jumped from 5. Genesys is the easiest cloudbased software solution for midsized call centers. Genesys ivr makes life easy for your customers and you. Plan better with vendoragnostic call center forecasting software. Genesys pureconnect platform customer experience platform. Integrations with recognition vendors like nuance enable understanding of complete phrases. Compare genesys vs avaya aura call center elite what is better genesys or avaya aura call center elite. If you receive your genesys solutions through a partner, please contact your partner for my support access permissions. This is enabled by genesys cloud, an allinone solution and the worlds leading public cloud contact center platform, designed for rapid innovation, scalability and flexibility. On top of this, softwarebased ivr can be used to collect analytics data so you can.
The genesys pureconnect platform is an allinone customer experience solution thats easy to use, flexible and customizable to your business needs. With purecloud voice, customers can simplify their software and vendor management, consolidating down to one vendor and one bill. Pros genesys purecloud or cloud is very versatile contact center product for any size of organisation. Genesys as a company has been a strategic partner for our business much more than just a vendor. Build selfservice menus and flows for voice, email, chat and texts using an intuitive draganddrop designer that you can easily control. Ivr systems support the foundation of contact center routing, which saves customers and agents valuable time. Feb 16, 2020 genesys voice platform is a growing cloudbased voip software, it is designed to support small, medium and large size business.