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ITALIENGenesys Cloud-Plattform
Genesys Cloud ist die Plattform für schnelle Innovationen, geeignet für alle Unternehmen und Branchen ab 20 Mitarbeitern im Kundenservice. Mit dieser Lösung entfallen Investitionsausgaben (Capex) und es entstehen nur Aufwendungen für den operativen Geschäftsbetrieb (Opex).
Genesys Cloud ist konsequent auf Basis der Amazon Web Services (AWS) entwickelt und wird ausschließlich in den Amazon Rechenzentren betrieben. Die Genesys Cloud-Plattform kann leicht in andere Systeme und Anwendungen integriert werden. Isolierte Informationen oder abteilungsspezifische Lösungen werden dadurch mit allen im Unternehmen geteilt.
Neue Funktionen stehen direkt zur Verfügung. Dazu gehören z.B. die neuesten Innovationen bei KI-gesteuerten Abläufen.
Genesys Cloud bietet eine Technologieplattform mit einer mandantenfähigen, auf Microservices basierenden Architektur, sowie eine unbegrenzte Skalierbarkeit, Flexibilität und Agilität.
Einfache Bereitstellung, einfache Anwendung
Die webbasierte Oberfläche ermöglicht eine schnelle Bereitstellung und eine intuitive Benutzeroberfläche. Es sind keine aufwendigen Schulungen erforderlich.
Das Potenzial für Ihr Wachstum
Die Genesys Cloud-Plattform bietet eine flexible Umgebung, die sofort skaliert. Spitzenlasten müssen damit nicht mehr geplant werden.
Einblick in alle Entwicklungen
Interaktive Dashboards bieten eine konsolidierte Ansicht der Kunden, Agenten und Interaktionen – über alle Kanäle und Standorte hinweg.
VR Voice verbessert Genesys Cloud
Als mehrjähriger Partner von Genesys mit hoch zertifizierten Entwicklern, Service Mitarbeitern und Beratern können wir auf sehr umfangreiche Projekte und mehrjährige Kundenbeziehungen blicken. Damit ist VR Voice eine sehr gute Wahl zur Migration Ihres Contact Centers auf Genesys Cloud. Mit umfangreichem Service sowie Entwicklung und Schulung reduzieren wir Ihre Lernkurve mit Genesys Cloud, passen die Plattform Ihren Bedürfnissen an und unterstützen auch im täglichen operativen Betrieb.
Mehr Möglichkeiten für eine erfolgreiche Kundenbeziehung
Positive Kundenerlebnisse hören nicht mehr bei kurzen Wartezeiten am Telefon auf. Kunden erwarten nun mehrere Möglichkeiten, um über Web-Chat, Text, Telefon, E-Mail und soziale Medien Unterstützung zu erhalten. Kunden möchten auch das Gefühl haben, bekannt zu sein. Dazu hat Ihr Agent einen umfassenden Überblick über alle bisherigen Interaktionen, sodass Anliegen schneller bearbeitet werden können. Bieten Sie Ihren Kunden automatische Prozesse, um Zahlungen oder Kontoänderungen vorzunehmen, ohne auf einen Agenten warten zu müssen.
Leistungen
Web Chat, Email, Text und Voice alles auf einer Plattform
Call Center Analytics & Insights
Automatisches Routing für alle Medienkanäle
CRM Integration
Outbound Kampagnen über verschiedenste Kanäle
Business Automation / Workforce Management
Self-Services für Kunden
Sicherheit entsprechend den industriellen Standards
Genesys Cloud Mehrwerte
Steigerung der Produktivität um 25%
Steigerung der fallabschließenden Bearbeitung im Erstkontakt
Reduzierung der durchschnittlichen Bearbeitungszeiten um 40 Sekunden
Messen der Leistung an selbstdefinierten KPI´s
Wachstum, ohne dass eine IT-Abteilung oder externe Ressourcen erforderlich sind
VR Voice Mehrwerte
Qualitativ hochwertiger Kundenservice
Beratung, Bereitstellung, Entwicklung und Betrieb aus einer Hand
24x5 technischer Support
Schulungen
Individuelle Entwicklungen und Systemintegrationen von VR Voice
Bei Bedarf Support vor Ort
Genesys Cloud bietet, was eine klassische Cloud Lösung verspricht. Lassen Sie sich positiv überraschen!
Schnellere Lösung von Kundenproblemen.
Mehr Kanäle,
mehr Erfolg.
Unbegrenzte
Kanalwechsel.
Flexible Sprachoptionen
Bringen Sie Ihren Sprachanschluss vollständig in die Cloud
mit Pay-per-Minute-Services von PureCloud Voice.
Alternativ können Sie natürlich Ihren bestehenden Vertrag beibehalten.
PureCloud Communicate
8,00 €
PRO AGENT UND MONAT*
(JÄHRLICHE ABRECHNUNG)
Minuten sind separat.
PureCloud Communicate kombiniert traditionelle Telefon-Funktionen mit Funktionen für die Zusammenarbeit in Echtzeit wie Chat, Videokonferenzen und Bildschirmfreigabe. Damit können Mitarbeiter im Backoffice nahtlos eingebunden werden.
Tarife vergleichen
| Genesys Cloud 1 | Genesys Cloud 2 | Genesys Cloud 3 | |
|---|---|---|---|
| ACD Voicemail Routing | ✔ | ✔ | |
| Bullseye Routing | ✔ | ✔ | ✔ |
| Callback Objects (IVR & Web) | ✔ | ✔ | |
| Customer Journey | ✔ | ✔ | |
| ✔ | ✔ | ||
| External Contacts | ✔ | ✔ | ✔ |
| In-Queue Audio Configuration | ✔ | ✔ | ✔ |
| In-Queue Call Flows | ✔ | ✔ | ✔ |
| Priority FIFO Routing | ✔ | ✔ | ✔ |
| Response Management | ✔ | ✔ | |
| SMS Inbound | ✔ | ||
| Skills-based Routing | ✔ | ✔ | ✔ |
| Social Media (Twitter) | ✔ | ||
| Voice | ✔ | ✔ | ✔ |
| Voice Co-browse | ✔ | ||
| Voice Screen Share | ✔ | ||
| Web Chat | ✔ | ✔ | |
| Web Chat Co-browse | ✔ | ||
| Web Chat Screen Share | ✔ | ||
| Wrap-up Codes | ✔ | ✔ | ✔ |
| Genesys Cloud 1 | Genesys Cloud 2 | Genesys Cloud 3 | |
|---|---|---|---|
| ASR-Supported Languages | ✔ | ✔ | ✔ |
| Audio Debug a Call Flow | ✔ | ✔ | ✔ |
| Dependency Tracking | ✔ | ✔ | ✔ |
| Drag & Drop Auto-Attendant | ✔ | ✔ | ✔ |
| Email Flows | ✔ | ✔ | |
| Graphical Task Editor | ✔ | ✔ | ✔ |
| Inbound Call Flows | ✔ | ✔ | ✔ |
| Integrated Prompt Management | ✔ | ✔ | ✔ |
| Integrated Speech Enablement | ✔ | ✔ | ✔ |
| Native Versioning | ✔ | ✔ | ✔ |
| Outbound Call Flows | ✔ | ✔ | |
| Printing a Call Flow | ✔ | ✔ | ✔ |
| Real-time Error Tracking | ✔ | ✔ | ✔ |
| Robust Expression Editing | ✔ | ✔ | ✔ |
| Secure IVR | ✔ | ✔ | |
| TTS-Supported Languages | ✔ | ✔ | ✔ |
| Genesys Cloud 1 | Genesys Cloud 2 | Genesys Cloud 3 | |
|---|---|---|---|
| Adv. Record Processing Rules | ✔ | ✔ | ✔ |
| Agentless/Auto Messaging | ✔ | ✔ | |
| Answering Machine Detection | ✔ | ✔ | ✔ |
| Contact List Management | ✔ | ✔ | ✔ |
| Contact List Rest API | ✔ | ✔ | ✔ |
| Data Export | ✔ | ✔ | ✔ |
| Inbound/Outbound Blending | ✔ | ✔ | |
| Outbound Reports | ✔ | ✔ | ✔ |
| Power Dialing | ✔ | ✔ | |
| Predictive Dialing | ✔ | ✔ | |
| Preview Dialing | ✔ | ✔ | ✔ |
| Priority Preview Dialing | ✔ | ✔ | |
| Progressive Dialing | ✔ | ✔ | ✔ |
| Scheduled Callbacks | ✔ | ✔ | ✔ |
| Wrap-up Codes | ✔ | ✔ | ✔ |
| Genesys Cloud 1 | Genesys Cloud 2 | Genesys Cloud 3 | |
|---|---|---|---|
| Abandon Rate Configuration | ✔ | ✔ | ✔ |
| Caller ID Control | ✔ | ✔ | ✔ |
| Campaign Sequences | ✔ | ✔ | ✔ |
| Filtering for Call Lists | ✔ | ✔ | ✔ |
| Multi-level Caller ID Settings | ✔ | ✔ | ✔ |
| Progress View | ✔ | ✔ | ✔ |
| Outlook-style Schedule View | ✔ | ✔ | ✔ |
| Callable Times | ✔ | ✔ | ✔ |
| Dynamic Do Not Call Lists | ✔ | ✔ | ✔ |
| Multiple DNC Lists Per Campaign | ✔ | ✔ | ✔ |
| Online DNC.com Integration | ✔ | ✔ | ✔ |
| Pacing Control and Overrides | ✔ | ✔ | ✔ |
| Time Zone Mapping | ✔ | ✔ | ✔ |
| Time Zone Support | ✔ | ✔ | ✔ |
| Genesys Cloud 1 | Genesys Cloud 2 | Genesys Cloud 3 | |
|---|---|---|---|
| Ability to Customize Script | ✔ | ✔ | |
| Chat | ✔ | ✔ | |
| Complex Variable Types | ✔ | ✔ | |
| Default Script | ✔ | ✔ | ✔ |
| ✔ | ✔ | ||
| Import/Export Scripts | ✔ | ✔ | |
| Inbound Call Support | ✔ | ✔ | ✔ |
| Outbound Call Support | ✔ | ✔ | ✔ |
| Pre-packaged Validations | ✔ | ✔ | |
| Script Errors Panel | ✔ | ✔ | |
| SMS | ✔ | ||
| Templates | ✔ | ✔ | |
| URL Screen Pop | ✔ | ✔ | ✔ |
| Version Control | ✔ | ✔ | |
| Voice | ✔ | ✔ | ✔ |
| Genesys Cloud 1 | Genesys Cloud 2 | Genesys Cloud 3 | |
|---|---|---|---|
| Historic Schedule Adherence | ✔ | ||
| Intraday Monitoring | ✔ | ||
| Load-based Schedule Generation | ✔ | ||
| Manual Schedule Creation | ✔ | ✔ | |
| Real-time Schedule Adherence | ✔ | ||
| Short-term Forecasting | ✔ | ||
| Time Off Requests | ✔ | ||
| Verint Integration | ✔ | ✔ |
| Genesys Cloud 1 | Genesys Cloud 2 | Genesys Cloud 3 | |
|---|---|---|---|
| 100% Email Recording | ✔ | ✔ | |
| 100% Encryption | ✔ | ✔ | ✔ |
| 100% Voice Recording | ✔ | ✔ | ✔ |
| 100% Web Chat Recording | ✔ | ✔ | |
| Callback | ✔ | ✔ | |
| Dual-channel Call Recording | ✔ | ✔ | |
| Evaluation Audit Trail | ✔ | ✔ | |
| Flexible Search with Facets | ✔ | ✔ | ✔ |
| Long-term Cloud Storage | ✔ | ✔ | ✔ |
| Permission-based Playback | ✔ | ✔ | ✔ |
| Policy-based Retention | ✔ | ✔ | ✔ |
| Recording Audit Trail | ✔ | ✔ | ✔ |
| Screen Recordings | ✔ | ||
| Secure Pause | ✔ | ✔ | ✔ |
| Single-channel Call Recording | ✔ | ✔ | ✔ |
| SMS | ✔ |
| Genesys Cloud 1 | Genesys Cloud 2 | Genesys Cloud 3 | |
|---|---|---|---|
| Recordings & Evaluation Scores | ✔ | ✔ | |
| Calibration Process | ✔ | ✔ | |
| Evaluation Assignment | ✔ | ✔ | |
| Evaluation Form Designer | ✔ | ✔ | |
| Evaluation Workflows | ✔ | ✔ | |
| Faceted Evaluation Search | ✔ | ✔ | |
| Multiple Question Types | ✔ | ✔ |
| Genesys Cloud 1 | Genesys Cloud 2 | Genesys Cloud 3 | |
|---|---|---|---|
| Speech-to-Text Transcription | ✔ | ✔ | |
| *via third-party integration |
| Genesys Cloud 1 | Genesys Cloud 2 | Genesys Cloud 3 | |
|---|---|---|---|
| Agent Activation | ✔ | ✔ | ✔ |
| Assistance | ✔ | ✔ | ✔ |
| Listen (Monitoring) | ✔ | ✔ | ✔ |
| Genesys Cloud 1 | Genesys Cloud 2 | Genesys Cloud 3 | |
|---|---|---|---|
| Flexible API Access | ✔ | ✔ | ✔ |
| Contact Center Dashboard | ✔ | ✔ | ✔ |
| Interactions Details Views | ✔ | ✔ | ✔ |
| Queues Activity Real-time Views | ✔ | ✔ | ✔ |
| Performance Views | ✔ | ✔ | ✔ |
| Agent Availability Report | ✔ | ✔ | ✔ |
| Interaction Details Report | ✔ | ✔ | ✔ |
| Queue Metrics Report | ✔ | ✔ | ✔ |
| Scheduled Reports | ✔ | ✔ | ✔ |
| Wrap-up Codes Report | ✔ | ✔ | ✔ |
| Performance iPad App | ✔ | ✔ |
| Genesys Cloud 1 | Genesys Cloud 2 | Genesys Cloud 3 | |
|---|---|---|---|
| Microsoft Dynamics | ✔ | ✔ | ✔ |
| Salesforce | ✔ | ✔ | ✔ |
| REST API Access | ✔ | ✔ | ✔ |
| Zendesk | ✔ | ✔ | ✔ |
| Genesys Cloud 1 | Genesys Cloud 2 | Genesys Cloud 3 | |
|---|---|---|---|
| Call Logging | ✔ | ✔ | ✔ |
| Click-to-Dial | ✔ | ✔ | ✔ |
| Embedded PureCloud UI | ✔ | ✔ | ✔ |
| Screen Pops | ✔ | ✔ | ✔ |
| *$15 USD add-on per agent |
| Genesys Cloud 1 | Genesys Cloud 2 | Genesys Cloud 3 | |
|---|---|---|---|
| Embedded PureCloud UI | ✔ | ✔ | ✔ |
| Screen Pops | ✔ | ✔ | ✔ |
| Genesys Cloud 1 | Genesys Cloud 2 | Genesys Cloud 3 | |
|---|---|---|---|
| Click-to-Dial | ✔ | ✔ | ✔ |
| Make Call from Context Menu | ✔ | ✔ | ✔ |
| Embedded PureCloud UI | ✔ | ✔ | ✔ |
| Screen Pops | ✔ | ✔ | ✔ |
| Genesys Cloud 1 | Genesys Cloud 2 | Genesys Cloud 3 | |
|---|---|---|---|
| Active Directory | ✔ | ✔ | ✔ |
| Microsoft Exchange | ✔ | ✔ | ✔ |
| REST API Access | ✔ | ✔ | ✔ |
| SharePoint | ✔ | ✔ | ✔ |
| SQL Database | ✔ | ✔ | ✔ |
| Workday | ✔ | ✔ | ✔ |
| Genesys Cloud 1 | Genesys Cloud 2 | Genesys Cloud 3 | |
|---|---|---|---|
| Chat Integration | ✔ | ✔ | ✔ |
| *5 USD add-on per user |
| Genesys Cloud 1 | Genesys Cloud 2 | Genesys Cloud 3 | |
|---|---|---|---|
| GDPR | ✔ | ✔ | ✔ |
| HIPAA Compliance | ✔ | ✔ | ✔ |
| PCI DSS - Secure IVR | ✔ | ✔ | |
| PCI DSS - Secure Pause | ✔ | ✔ | ✔ |
| Collaborate | Communicate | |
|---|---|---|
| Audio Conferencing | ✔ | |
| Call Recording | ✔ | |
| Chat | ✔ | ✔ |
| Cloud IP PBX | ✔ | |
| Desktop Sharing | ✔ | ✔ |
| Directory | ✔ | ✔ |
| File Sharing | ✔ | ✔ |
| Group Ring, Hunt Groups | ✔ | |
| Inbound & Outbound Faxing | ✔ | |
| Native mobile application | ✔ | ✔ |
| Unified Inbox | ✔ | |
| Video Calling - peer-to-peer | ✔ | ✔ |
| Video Calling - multi-user | ✔ | |
| Voicemail | ✔ | |
| WebRTC Softphone | ✔ |