Genesys Agent Accelerator
An integrated agent workspace offering a unified view of customer information for optimum Agent and Customer Experience. Compatible with all versions of Genesys – Genesys Cloud, Genesys Engage, and Genesys PureConnect.
Single ‘Integrated’ View
Get a single integrated view of all the information on your Genesys Agent Accelerator by seamlessly integrating it with your existing third-party applications. It merges data from all the applications & core systems and displays it on a single screen, providing agents complete access to the customer and product information.
- 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 Accelerator with the industry’s leading third-party applications and improve the performance of your Genesys Contact Center. Choose from a library of 70+ CRM, Ticketing, EMR/EHR, Banking Applications, Legacy systems, and more applications. Genesys integration with some of the 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 name
- Agents can quickly validate customer details since every information of the caller is readily available
View Screen as per IVR Inputs
Genesys Agent Accelerators 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 Accelerators for your Business
Enhance your AHT, FCR, and overall productivity by choosing a customized agent accelerator 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 agent accelerator 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
- Get access to a library of industry-specific agent workspace templates
- Pre-built gadgets
Industry-specific Solutions
Agent Accelerator for Banking & Finance
Boost agent’s productivity and enhance customer experience with Genesys Agent Accelerators designed exclusively for banking and financial institutions. Empower agents with a unified agent workspace that readily integrates with core banking and finance applications such as Jack Henry & Associates, FIS, Fiserv, Infosys Finacle, and more for improved productivity.
Credit Union Agent Accelerator
Credit Union Agent Accelerator by NovelVox is an agent and member experience optimization platform that empowers agents with a unified workspace and seamless integration with core systems such as Jack Henry, Fiserv DNA Core, Symitar Episys, FIS, and more to build member loyalty and improve member satisfaction.
Telecom Agent Accelerator
Telecom Agent Accelerator is an integrated solution that empowers telecom agents with a unified agent workspace with exceptional integration capabilities. Telecom Agent Accelerator by NovelVox seamlessly integrates Genesys contact center’s core system with over 70 third-party applications, including GIS, SAP, SIEBEL, and more for improved FCR and, ultimately, the telecom customer experience.
Healthcare Agent Accelerator
Healthcare Agent Accelerator by NovelVox is a unified agent workspace tailored to boost agent performance by unifying patient information and other relevant data on a single interface. It offers seamless integration with Epic, Cerner, Aetna, All Scripts, Telmed IQ, and other core platforms, enabling agents to access the right information at the right time.
Insurance Agent Accelerator
Insurance Agent Accelerator by NovelVox is a unified agent interface designed specifically for insurance agents, offering a 360-degree view of customer information. It seamlessly integrates the industry’s leading third-party applications such as Guidewire and Oracle with Genesys Contact Center’s core systems for optimum agent and customer experience.
Retail Agent Accelerator
Boost agent performance by empowering them with a Unified Agent Desktop optimized as per the Retail industry requirements. Seamless integration with third-party applications, including Salesforce, Servicenow, Zoho, SAP, Sugar CRM, and more, provides agents an integrated view of product and customer information on a single interface, enabling them to handle more calls in less time.
Government, County, and Public Service Agent Accelerator
Get a 360-degree view of citizen information to reduce Average Handling Time and improve First Call Resolution. The Government, County, and Public Service Agent Accelerator by NovelVox is an integrated agent workspace that offers a unified view of citizen data to the agent for improved productivity. It seamlessly integrates with leading third-party applications, including Workday and IBM 400 to provide an integrated view of information to the agent.
Seamless Integration with
Dedicated Customer Success Manager
24/7 Support &
Training
