Call Center Solution

The Genesis Emergency ACD takes effect if a client application—such as Amtelco’s Intelligent Series and Telescan’s Prism II—becomes disconnected from the Genesis platform.

Automatically maintain essential call handling functions with the Genesis Emergency ACD.

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.

Call centers face a variety of challenges in today’s ever-changing environment. When it’s time to upgrade your call center software, the selection process can be overwhelming.

Waiting on hold is a frustrating experience that decreases customer satisfaction. Offering callbacks to callers is a great solution that provides many benefits to your call center.

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.