Optimize your Genesys
Contact Center Performance

Deliver Personalized Customer Engagement and Achieve Operational Efficiency with Genesys Cloud, Engage & Pure Connect

Unified Customer Experience

CX Strategy To Optimize Engagement

Digital Touchpoints

Experience frictionless engagement across digital channels and delight the customer effortlessly

Operational Excellence

Save total cost of ownership and improve operational efficiencies with advance contact center tools

Unified Customer View

Seamlessly integrate with back-office and 3rd party applications for unified experience

Rich Suite of Productivity Tools

Empower Agents to Create Meaningful
Customer Experiences

With the productivity tools, the combined solutions help create a hyper-personalized customer experience that increases engagement, improves service, and ultimately leads to customer retention.

Agent Productivity Tools

Agent Accelerators

A single integrated view on your Genesys Agent Accelerator seamlessly integrates with your existing third-party applications, giving agents all the relevant information

Smart CTI Connectors

All your customer information can be accessed from one platform, resulting in more effective sales and customer care operations and faster service delivery

Wallboards

iVision Plus Wallboard is an intuitive wallboard for Genesys Contact Centers that help agents optimize their performance and stay motivated. It also provides supervisors a unified view of the contact center KPIs and tools to monitor agent’s performance

Advance NextGen Reporting Tools

Reporting and Monitoring Tools

Get access to vital contact center data and formulate it into actionable insights to achieve bench-marking performance

Agent Dashboard

With real-time data on their customizable dashboard, agents can make data-driven decisions, enhancing productivity and performance

Solution Capabilities

Enhance Agent Performance and
Achieve Operational Efficiency

Engaging with customers has undergone a paradigm shift with the arrival of new and
innovative digital systems and solutions. For creating a highly engaging customer
experience, capturing omnichannel customer journeys with easy access to real-time and
historical customer information is possible when a unified view is available for agents

Easy installation and customizable

Innovative Solutions to Compliment Genesys Contact Centers

Increase first contact resolution, maintain high uptime, and enhance customer satisfaction to ensure your contact center’s success. An intuitive and scalable solution that is the right fit for your unique business needs can help you achieve those parameters of success.

Here are some key solution features:

NovelVox tools seamlessly integrate with your Genesys solutions, taking your contact center's performance up a notch

Choose your deployment option based on business and customer needs, with the cloud enabling your operations to scale faster

A faster and efficient go-live will get the contact center operations up and running

Define your unique use case(s) and get started without complex coding or technical sleight-of-hand

Integration-ready

Smooth and Seamless Integration with
Third-party Applications

The solution allows merging of data from all the applications and core systems and displays it on a single
screen, providing agents complete access to the customer and product information

An integrated agent desktop provides a unified view of customer information, which improves the
customer experience and the agent experience. The solution is compatible with all versions of Genesys —
Genesys Cloud, Genesys Engage, and Genesys PureConnect, thus enhancing customer experience

Industry-ready Solutions

Customizable Offerings Tailored to Meet
the Needs of Multiple Industries

Banking & Finance

Credit Unions

Healthcare

Insurance

Telecom

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Government

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Banking & Finance

Resources

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“Will You Still Make Me Repeat My Story.”

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10 Great Insights from Contact Center Survey for Better Customer

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101 Guide to Call Center Agent Script

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11 Ways to Minimize Contact Center Shrinkage

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15 Things For Reducing Average Handle Time

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15 Ways to Maximize Contact Center Agent Productivity

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3 Contact Center Solutions Must-Have in 2022

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3 Ways to Boost FCR and Reduce Customer Churn

First Call Resolution (FCR) is said to be an indispensable factor for a contact center to measure and improve. It tells you how efficiently the agents handle the calls, how

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4 Compelling Ways Virtual Agents Boost Call Center Efficiency

For years, the term “virtual agent” was relegated to second-class status in the call center milieu. Since call center managers didn’t pay much attention to the concept, they didn’t really

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4 Integration Challenges for Modern Contact Centers

A few years ago, a contact center was considered a “non-strategic” part of an organization’s business operations – important but not mission-critical to its long-term goals. Over the past few

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16 Things to Consider when Selecting the Right Contact Center

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25 Top Predictions for Contact Centers in 2020

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40 Questions to Consider Before Buying a Contact Center Agent

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9 Steps Cheatsheet to Excel in WhatsApp Customer Engagement

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Chatbots to the Rescue – Customer Experience Redefined

From regular conversations to seasonal rush, chatbots deal it well Adapting to the changing environment is necessary for survival, and the same goes for the customer experience (CX) industry. Businesses

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Checklist to build a Modern Digital Credit Union

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Dealing with Annoyed Customers: Turn Challenge into an Opportunity

Contact center solutions are powerful enough to make or break the customer experience You can imitate the best products but not the customer experience. And the present era is all

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Discover 10 Questions You Need To Ask Before Upgrading To

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Enhance Member Experience with Screen Pop & Agent Desktop for

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Exploring Possibilities with CTI Connector Integrations

According to a study, 70% of customers do not favor repeating information to representatives each time. Whereas 60% of people consider long wait time is one of the most frustrating

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Adopting Right Digital Strategy to Transform Customer Service

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Agent Desktop For Healthcare

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Arabic Agent Desktop and Wallboards

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According to a survey by Segment, 49% of buyers have made impulse purchases on receiving a personalized experience or response. And the lookout for similar experience is soaring numbers when

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Arabized iVision plus wallboard

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Artificial Intelligence in your Contact Center: Boost CX with Intelligent

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Cisco ECE Integration & Interaction History Gadget by NovelVox

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Cisco Finesse Unified Mobile Agent

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Convert Contact Center’s Real-time Data to Actionable Intelligence – Agent

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Credit Union Unity

Do your agents still need to switch screens multiple times while offering support to members over call? Do members still need to hold the call for long so that agent

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