Genesys Open Media

Genesys Open Media extends the power of the Genesys Customer Interaction Management Platform beyond the contact center. With Open Media, enterprises can manage virtually any customer interaction or activity through the Genesys routing engine. This means businesses can queue and distribute customer interactions to agents or functional experts according to established business rules. Genesys Open Media substantially improves operational efficiency and helps increase customer satisfaction.

Examples of Genesys Open Media Integration include:

• 3rd party e-mail and Web chat applications 
• Enterprise applications such as Onyx
• Fax Servers
• Scanned Documents
• Short Message Service (SMS)
• Web based training applications
• Workflow systems

Genesys Open Media improves operational efficiencies by unifying the management, processing, and distribution of virtually all business activities. Leveraging the Genesys platform to manage all customer interactions according to business rules allows the enterprise to offer consistent and improved customer service.

Genesys Open Media helps you:

• Extend the value of your contact center and enterprise applications by integrating them through a centralized routing platform
• Improve agent and functional expert productivity by prioritizing tasks on all types of interactions
• Improve customer satisfaction by applying Genesys advanced routing capabilities to your non-contact center customer interactions
• Quickly implement the application with published and supported interfaces
• Leverage Java and Web Services technologies