Feature of the Month

Assess agents’ productivity to improve their performance, improve customer retention rates, eliminate unproductive processes and systems, and address sources of agent frustration with the Intelligent Series (IS) Agent Assessment feature.

Predictive Intelligence uses the ANI (automatic number identification) from the call to recognize previous callers.

ANI, also referred to as automatic number identification, is used to identify the number calling when the phone rings. In a call center, the system can screen the ANI and use the phone number or pattern when routing calls to agents or clients.

With the optional Genesis IS ACD Callback behavior feature, callers can request a call back at a specific date and time instead of waiting on hold for an agent to answer their call.

The Intelligent Series (IS) Web Chat is an optional feature that provides web browser users with the ability to communicate directly and immediately with IS agents.

The Genesis Park Line Pickup feature allows an agent or a script to park a call to a special ACD Skill to await a callback from a contact.

The Message Survey feature provides supervisors and agents with the ability to locate and deal with messages that may have been overlooked during a work shift, business day, or another time frame.

Your miSecureMessages (MSM) users can hide their personal phone numbers when making calls by using the new Connect-Through feature for secure messages.