Genesys Agent Desktop
15+
Years of Expertise
300+
Deployments in 20+ Countries
98.7%
Retention Ratio
Single ‘Integrated’ View
- Smooth integration with third-party applications
- Reduces AHT and Improves FCR
- Enhances Customer Experience
Biggest library of Integration with Genesys Contact Center
Integrate your Agent Desktop with the industry’s leading third-party applications and improve the performance of your Genesys Contact Center. Choose from a library of 75+ CRM, Ticketing, EMR/EHR, Banking Applications, Legacy systems, and more applications.
Genesys integration with some popular applications:
- CRM: Salesforce, MS Dynamics, Sugar CRM, Zoho CRM, HubSpot
- Ticketing: Zendesk, ServiceNow, Freshdesk
- Banking & Credit Union: Symitar, Jack Henry, FIS, FISERV
- Healthcare: EPIC, Cerner, Aetna
Know Your Caller
Let your agents know the caller even before the call is answered. Get the caller’s details as soon as the call connects and greet the caller by name to deliver customer delight.
- No need to copy/paste data to collect customer information
- Enhance call experience by greeting customers by their names
- Agents can quickly validate customer details since every information of the caller is readily available
View Screen as per IVR Inputs
Genesys Agent Desktops help you deliver better call resolutions, enabling 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
- Delight customers with faster call resolution
Optimized Agent Desktops 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 workspace templates
- Every department gets a unique workspace optimized to their needs
- Develop Genesys Agent Desktop as per your own branding guidelines—from logo to brand colors and fonts
Customize with Drag & Drop Designer
Modify/change workspace fields as per the requirement using easy to use, no-code Drag & Drop Designer Studio.
- Develop & customize workspaces as per your business needs
- Pre-built gadgets
- Get access to a library of industry-specific agent workspace templates
Our Featured Integrations
FAQ
Agent Desktop, designed specifically for the Genesys Contact Center, enhances the efficiency of the Agent workspace by offering agents a customized, industry-optimized, 360-degree view of customer information. It comes with the biggest integration library that seamlessly integrates all the leading business applications and core industry systems with the Genesys Agent Workspace, ensuring agents don’t have to spend time on unnecessary screen switches. It effortlessly fits within the Genesys environment and can be customized as per unique business needs.
Agent Desktop for Genesys by NovelVox supports the following deployment models:
- On-Prem – For Genesys PureConnect, Engage, and Cloud
- On Cloud – For Genesys PureConnect and Cloud
Yes, Agent Desktop supports seamless integration with all the Genesys Workspaces including their native email and chat features leveraging open API accessibility. The integration enables screen popping relevant customer information based on UID on the agent’s screen which helps personalize CX and improves agents’ productivity.
