Genesys, a provider of customer service solutions, today announced Genesys One, a customer service solution for the broader enterprise market. The solution set will be available next month.
As part of a single software solution, Genesys One uniquely packages Genesys' contact center capabilities with innovative customer service best practices in the form of templates and applications.
Genesys One is built on the Genesys 8 software suite, including the SIP-based Genesys Customer Interaction Management Platform. The solution delivers advanced customer service capabilities as part of a single software package, including routing, agent desktop, and reporting. Genesys One leverages the Genesys SIP Select ecosystem to provide a complete solution, including telephony and end points.
Genesys One also features a fixed-price installation for deployment in 30 days or less. It leverages Genesys' patent-pending orchestration technology to package customer service best practices into pre-defined strategies and applications. The Rapid Installer application, which instantly populates customer service routing strategies and reporting, is also included.
The Genesys One reporting capabilities and role-based applications allow customer service executives and line-of-business managers to monitor and modify customer service strategies on the fly as business conditions change without requiring IT support.
Genesys One supports up to 300 agents on a single server and can scale up on a fully virtualized infrastructure. Genesys One can be expanded to include additional Genesys applications based on a company's future customer service needs.
"Until now only the largest, most sophisticated companies have benefited from the world's most advanced customer service solutions," said Paul Segre, president and CEO of Genesys, in a statement. "With Genesys One, we are delivering more than a new product. The broader enterprise market now has access to a transformative solution that gives them instant access to industry-leading technology and years of customer service expertise and best practices - packaged together for rapid deployment and low TCO."
"Genesys One meets a very clear market need for an advanced, versatile, feature-rich, on-premise contact center solution," said Stephen Loynd, global program manager at Frost & Sullivan, in the statement. "Companies across the broader enterprise market for contact centers should take note that Genesys is now bringing a quicker-to-deploy, lower-TCO solution to market."