Genesys Customer Interaction Portal

Outsourcing holds the attraction of a ready-to-use solution without the challenges and overhead of in-house development and maintenance. However, many enterprises are reluctant to outsource their contact centers to managed service providers (MSPs) for fear that they will lose control of the application. They want to be able to make changes without always having to contact their MSPs.

The Genesys Customer Interaction Portal lets enterprises have the best of both worlds. It allows enterprise customers to enjoy all the benefits of outsourcing their voice self-service and assisted service solutions while maintaining control over those applications.

The Genesys Customer Interaction Portal for Self-Service provides a simple way to manage touchtone and speech-enabled self-service applications hosted by Genesys-powered MSPs. It is ideal for enterprises that want to offer self-service solutions but do not want to absorb the costs and risks of developing or hosting them.

The Genesys Customer Interaction Portal for Assisted-Service allows enterprises to manage agents and network-level routing, call management, and reporting functions. Management is conducted via a Web-based interface and all the required technology is hosted by a Genesys-powered MSP. It is ideal for enterprises looking for full contact center functionality without the costs associated with buying and deploying the technology.

The Genesys Customer Interaction Portal lets end users alter and update their hosted applications, without contacting the MSP, even as the applications remain within their protected tenant environments. For example, end users can add a menu item, change a voice prompt or activate a temporary change. A scheduling function even allows temporary changes to be automatically reversed after a specified period, restoring the original settings. The intuitive user interface makes it easy to implement changes, and the approach puts enterprises firmly in control of their applications.

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	Enterprise Interface View Chart The intuitive Genesys Customer Interaction Portal user interface makes it easy for enterprises to control their hosted applications. In this example, a complex self-service application is shown. Genesys depicts the application as an easy-to-read diagram so business users can implement changes without burdening IT.
	Customer Value Routing View Chart In this example, customers are segmented by their value to ensure that gold level customers get priority and are immediately routed to agents.