Genesys (www.genesyslabs.com) has launched Genesys Advisor that monitors, align and optimize operations via five real-time oriented modular applications.
The Contact Center Advisor consolidates and correlates call data in a simple, elegant unified display including detects exceptions. Workforce Advisor consolidates data from multiple switches and workforce management applications. Frontline Advisor helps contact center supervisors and team leaders identify opportunities for 'coaching-in the-moment' and manage agent call and sales behavior by correlating agent state and revenue data with behavioral rules. Agent Advisor permits contact center agents to manage their own call and sales performance activities. Mobile Advisor keeps the executive connected and informed about contact center operations no matter where they are.
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|Publication:||Customer Interaction Solutions|
|Article Type:||Brief article|
|Date:||Aug 1, 2009|
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