Inbound Voice


Genesys Inbound Voice - running on the Genesys Customer Interaction Management Platform to deliver better management and faster resolution of incoming customer interactions through intelligent call routings. The flexible and customizable routing engine allows incoming calls to be sent to the best qualified internal resource, based on the business rules. In addition, inbound voice easily integrates with customer relationship management applications and appropriate databases to provide contact center agents with customer data so they can offer personalized service to each customer. It helps route voice (still the heart of most contact center interactions) and stops customer frustration by quickly getting callers to the right agents. Inbound Voice reduces transfers and eliminates the need to repeat customer account information.


Benefits of Inbound Voice

  • Improves first call resolution rates by routing incoming calls to the best available contact center agent.
  • Provides the ability to segment customers for targeted marketing and priority service options.
  • Creates a unified and efficient virtual contact center using load balancing across sites.
  • Sends customer data to the agent with the call, allowing for personalized service, and ending delays that occur when agents must search for customer data.
Nova Terra Inbound Voice

Features of Inbound Voice

  • Screen pop up - Populates agent screen with customer attached data at the same time the call is transferred for time saving and optimal customer servicing.
  • Data Driven routing - Uses customer information to intelligently route calls and attaches data to assist the agent in knowing who the customer is and why they are calling.
  • Agent profile/Skill based routing - Matches customers needs with the right resource for optimal customer service and resource utilization: enables the most efficient use of resources for complex skills-based routing to segment customers and service accordingly.
  • Last agent/relationship based routing - Provides greater level of personalization by ability to route to last agent that assisted them.
  • Workforce routing - Scheduling from workforce management can be taken into consideration before making routing decisions, improving schedule adherence.