Integrated Communications Recording & WFO Solutions for Genesys

We record & analyze communications

4 Integration

What ASC offers:

= Communications Recording and Workforce Optimization solutions for Genesys SIP- and T-Server environments

= Recording interfaces to tag additional call-index data

= Individual recording control

=Software-based system without any proprietary hardware

Solutions for Genesys …

= provide additional call-index data.

= provide Free Seating.

= are compatible with major PBX vendors.

= collaborate seamlessly with INSPIRATIONneo, ASC‘s software.

Solutions for Genesys

4 Integration

Integrated Recording Solution

ASC´s integrated communications recording solution is specially desi-gned for Genesys SIP- and T-Server environments, products of Genesys Telecommunications Lab., Inc.

Genesys focuses on software to manage customer interactions over the phone, web and by e-mail. The Genesys soft-ware suite dynamically connects custo-mers with the right auxiliary source - self-service or assisted service - to fulfill their requests, ensure satisfaction and effici-ently use resources.

ASC‘s neo Suite provides the perfect so-lution for bulk or selective recording in contact centers with Genesys environ-ments.

The flexible recording interface of ASC‘s recording suite allows collecting of custo-mer specific information, referred to as Genesys Attached Data. This data can be used to define individual recording rules, support an efficient Workforce Optimization process or enhance existing Genesys applications with additional fea-tures such as manual control of the recor-ding and call-index information.

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CTIconnect for Genesys T-Server

ASC’s recording solutions are available in active or passive mode. Active solutions receive data via conference call or stream routing and offer features like recording of encrypted conversations, while pas-sive solutions filter relevant calls from the network traffic.

CTIconnect for Genesys T-Server works as an add-on for these solutions and is available for a wide range of PBX vendors. The neo Suite recording system is directly connected to the PBX to record audio data through the PBX‘s interface. The call-index data is transferred from the Genesys T-Server via LAN directly to the CTIconnect of the recording system without the requirements of an additional server. The index data is tagged to the corresponding call for further evaluation and easier retrieval.

Additional Call Data

The additional call-index data facilitates search-and-replay of recorded calls. The following data can be retrieved:

= Caller information

= Called party information

= Other party information

= Agent ID

= Call directions

= Start time / end time

= Call duration

= Genesys Attached Data

Search-and-replay

ASC’s search and replay applications are based on your company’s requirements: Select POWERplay Instant primarily for immediate retrieval of the most recent call. POWERplay Pro or POWERplay Web excel with flexible search criteria and other advanced functions. Customers may choose either the browser-based application without any additional software requirements or the Java-based client/server version for replay.

Workforce Optimization

EVOIPneo and EVOLUTIONneo, together with INSPIRATIONneo, are used in contact centers to continuously measure and improve the quality of customer interactions. Data from all communication channels in contact centers may be collected, grouped together and evaluated to help train agents and optimize customer service. Based on the content of recorded calls, screen activities, SMS, chat and e-mail, INSPIRATIONneo reveals improvement potentials in contact center operations for processes, marketing, sales activities, time of reaction and problem analysis. The analysis of Genesys Attached Data supports an efficient Workforce Optimization process by INSPIRATIONneo.

Subject to change without notice. Please note that the maximum channel capacity is only valid under standard conditions. Depending on the usage, the complexity of a specific configuration, and the num-ber and types of software applications installed, certain restrictions may apply. Please contact ASC for further information. All product and brand names are trademarks or registered trademarks of ASC.

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