Genesys Agent Desktop

Achieve more and increase your productivity by integrating Unified Agent Desktop for Genesys contact centers with any 3rd party application.

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Single ‘Integrated’ View

Get a single ‘integrated’ view on your Genesys Agent Desktop by seamlessly integrating with any third-party applications at your contact center. It will result in improved First Call Resolution (FCR) and bring down the Average Handling Time (AHT) in contact centers.

Smooth integration with third-party applications
Better call disposition by being able to read & write data
Offer superior omnichannel customer experience

Know Your Caller

Get the caller details as soon as the call connects and greet the caller by name to enhance customer service. With Genesys Agent Desktops, Agents will be empowered and have the capability to pull all caller information & records without the need of customer revalidation.

No need to copy/paste to collect customer information
Enhance call experience by greeting customers by their name
Agents can quickly validate customer details since every information of the caller is readily available

View Screen as per IVR Inputs

Genesys Agent Desktop will deliver better call resolution and empower agents to take more calls in a day. It dynamically populates the relevant caller information as per the reason for the call to give the agents a head start.

Switch screens dynamically based on the IVR variables for each call
Provide agents with relevant information at once without delay
Gain more happy customers with faster call resolution

Optimized Agent Desktop for your Business

Enhance your AHT, FCR, and overall productivity by choosing a customized agent desktop for your Genesys contact centers, specifically designed to cater to your industry-specific business needs.

Optimize your business with industry-specific agent desktop templates
Every department gets a unique agent desktop optimized to their needs
Develop agent desktop as per your own branding guidelines—from logo to brand colors and fonts

Biggest library of Integration with Genesys Contact Center

Genesys contact center can be integrated with any of your 3rd party applications from CRM, Ticketing, EMR/EHR, Banking Applications, Legacy systems to your internal database.

Smoothly integrate your database with Universal Connector
Integrate all applications with open API
Library of 70+ applications that can be readily integrated with Genesys Contact Centers

Customize with Drag & Drop Designer

Do all the changes/modification that you need to do on the Genesys Agent Desktop with simple drag & Drop Designer Studio. It is one of industry’s first and only designer studio which is so easy that you won’t require any coding!