Interaction Analytics & Recording

Genesys Interaction Analytics and Recording Solutions Interaction Recording and Analytics are powerful tools to help your business record, measure, and improve the customer experience. Most businesses have a defined quality process but still struggle with effectively monitoring and measuring voice and text-based interactions in significant quantities to truly understand their Read more…

Digital / Work Items

More and more customers are moving away from interacting with businesses solely through the traditional voice channel. Customer engagement marked by the use of chat, email, and co-browse has overtaken the voice channel, and a fundamental shift by companies to support omnichannel customer care scenarios is required. Consumers connect with Read more…

Proactive Contact

Voxai is experienced in implementing the Genesys Proactive Contact solution and the Outbound Contact solution to optimize customer care goals and outreach capabilities. Our team has built custom integrations to the outbound contact technology to allow managed notifications from external business applications and to fully leverage the power of the Read more…

Speech / IVR

Voxai uses a hybrid approach to building self-service applications that leverage the best of platform vendor-provided development tools and other open standards-based IDEs. Our proven development methodology focuses on understanding our client’s customer base and demographics to design and deploy applications that deliver the efficiency and savings that clients expect Read more…

Routing Solutions

Voxai has implemented advanced enterprise routing solutions deploying the Genesys CIM solution for its clients with single and multi-site architectures across the U.S. and other global markets. The ability of the Genesys routing solution to route calls across an enterprise-level group of agents with the most appropriate skills empowers companies Read more…