CallFlow Analyzer

A single tool across all the different applications in the contact center for documenting, debugging, and optimizing call routing. Identify actual costs per call and with the use of the optimizer reduce expenses. In a matter of minutes produce a graphical diagram that illustrates call flows of the entire contact center without human intervention.

BlueSky Suite

All the tools a supervisor tool should include in one desktop application. Now you can monitor and administer your teams, queues, and skillset in a single application.

iManage

Configuration of Genesys agent groups can be a struggle when you attempt to build groups for routing and reporting. Administration can also be a handful given the limitations of CME. iManage simplifies this work and enhances CME with the ability to support groups of groups.


Silent Service

Provide your customers with a secure alternative of providing sensitive data to a live agent. Sensitive data such as personal identification number (PIN), credit card numbers, or social security number can be communicated even while your customer is in a public place.

QueueView

Fill the gaps that CCPulse leaves with a real-time operational queue monitoring tool that gives you summary and call level details of all your queues.





WFMLink

Make the connection between your Genesys environment and your workforce management platform. Have a truly real-time view of your agent's activity without the common delay introduced in traditional WFM interfaces. Provide third-parties access to real-time views.