Genesys Rapid Response

Helping customers navigate the unexpected challenges caused by the COVID-19 outbreak We are all adapting to the ever-changing COVID-19 outbreak. For many, that means enacting new policies in the interests of public safety and government mandate requiring employees to work from home. Our customers need us more than ever and Read more…

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 omni-channel 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…

Reporting

Voxai has proven expertise in handling complex reporting issues and validating reporting data for complex multi-site implementations. We have implemented Genesys platform software, including CCPulse+, CCA, Infomart, and Interact Insights, to produce real-time as well as historical reports on contact center activity. We partner with our customers to evaluate their Read more…

Desktop Integration / CTI

Our team ranks among the most experienced in the industry when it comes to integrating business applications with CTI and Genesys SDKs. Voxai has implemented a vast spectrum of CTI integrations with various technologies for large enterprise customers. Such integrations range from screen pop into green screen emulator applications to 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 IDE’s. Our proven development methodology focuses on understanding our client’s customer base and demographics in order to design and deploy applications that deliver the efficiency and savings that Read more…

Routing Solutions

Voxai has implemented advanced enterprise routing solutions deploying the Genesys CIM solution for its clients with both 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 Read more…