Genesys Cloud CX Services

We at Ideal software have experienced & Certified Genesys Engineers, providing following services

Genesys Cloud Development services - Build Architect Call Flow Design & Administration ( Omni Channel CX Solutions- Voice, Chat, SMS, Messaging), developing Genesys Cloud APIs, REST APIS & Backend services integrations.

CRM Integrations Services ( Salesforce, ServiceNow, Others), configuring and developing outbound dialling campaigns, scripts, quality evaluations, and workforce management schedules.

Contact Center Planning, Design & Administration Services - Planning & implementing schedules, user and group administration, routine configuration changes, usage policies, queues, dispositions, ACW codes, routings, work force management, quality, and evaluations.

Telecom services - SIP/VoIP (VoIP gateway, IP telephone/WebRTC), Porting, TFNS, Dial Plan migrations, DIDs provisioning support

Messaging Solutions - We provide end-to-end Genesys CX Solutions ranging from Chat/Messaging to Conversational AI/Bot technology,

REST API/Web API Architecture - We help in reviewing, Building, and Optimising existing Web API architecture, eg SOAP Web Services, REST APIs.

Genesys Cloud Go Live Support services.

Build (Configuration/Development/Migration of Genesys Cloud Product Suites).
SIT Support (SIT Test Configuration and Defect Resolution).
UAT Support (Defect Resolution and Change Request).
Go-live Support

Genesys Business Analyst services - Our team will assist in end-to-end implementation of Genesys Cloud solution ( from Legacy - Avaya, Cisco, Genesys Engage), understand customer interactions &business requirements, and current state, assist in application migration during project implementation.

Genesys Cloud Operations Support Services — Operations & Technical support your Genesys Cloud environment, daily operations support, and collection of materials needed by Genesys Cloud Support like conversation IDs or console logs, act as a conduit between your organisation & Genesys team, participate in support ticket troubleshooting related to applications, scripts, call flows, contact centre performance, Telecom related infrastructure.

Building Secure & Intelligent IVR & Chat Flows in Architect

Building Intelligent & secure IVR Call flows, Ensuring regulatory compliances ( GDPR, CCPA, HIPAA, PCI-DSS, PII Data masking) in call flows, Temporarily preventing system recording or agent access to a caller’s entry of sensitive information, such as payment processing..)

Building Secure Pause feature

PCI DSS compliance IVR & Chat Bot Flows

HIPAA Compliance IVR & Chat Bot Flows

Develop Secure Data Flow, Secure Pause Call Data Action. - Masking the audio paths and sensitive data captured through an automated IVR call flow & agent scripts trigger a secure pause.

CRM Integration & Data DIP, API Development.

Develop built-in Data Action Integration with Salesforce/ServiceNow/Hana for use in IVR Call Flow, Agent Screen Pop through the script, Other actions on Data. ( Build, Test, Publish)

Develop embedded client available for both Classic & Lightening versions of Salesforce through Appexchange, CTI, Dialers

Develop Service Cloud for Genesys - InGenius for Service Cloud Voice/2021 R1.1 1.3.0- BYOT

Build Screen POP display/Customization.

Develop Native Connectors, including Integration/Actions/OAuth/Testing through Genesys Cloud Invocation of connector URL & parameters in Architect

Advanced testing only through Postman REST API Tool
Bot Development & Building Capability
Adobe Integration development Data Dip development
AWS Lambda Integration Data Dip development
Google Data Integration
Microsoft Dynamics 365 Integration
salesforce integration
Zendesk integration
Web services ( JSON)

Outbound Dialer Application Development

Design, develop and implement outbound dialer applications.

Preview dialing.
Progressive dialing
Scheduled callback
Agentless IVR dialing
Power dialing
Predictive dialing

List management, campaign management, and DNC.

Extensive Calling Party Analytics, including answering machine & VM detection, automatic dispositions, Cadences etc

Integration of Dialers ( Lists, Updates, through OOB connectors with CRM

Develop Skills & Queue Based Routings

Implement Universal Media Routing ( Voice, Chat, Email, Message, Callback, Social Expression) with language attributes.
Develop routings based on agent score-based evaluation methods( skills, skill proficiency, agent availability)

Optimised use of three evaluation methods ( All skills matching, Best available skills, disregard skills, next agent – Longest waiting time).

Develop & implement Bullseye ACD Routing for Universal Media Routing ( Voice, Chat, Email, Message, Callback, Social Expression).

Bullseye ACD Enlarges the pool of agents once the threshold is breached (non-availability of agents), Functions like concentric rings, the inner-most ring contains agents with the most desirable skills.
Upto 6 Rings are available.
Members of the queue are assigned a ring number
Simple configuration & implementation
Forecasting and scheduling do not support queues configured for bullseye routing.

Predictive Engagement & Predictive Routing ( AI engine to match customers to the right agent)

AI, Bot & Advanced Applications - Integrations

ChatBot & Voice Bot with NLU ( Natural Language Understanding), Conversational Intelligence Analytics
Dialog Engine Bot Flow development,
Develop & Build Intent Miner (an integrated AI tool, Dialog Engine Bot Flow)
Build Integration with IBM Watson
Build Integration with Amazon Lex - Offering tight integration with Lex, Lex-Kendra chatbot, Amazon Comprehend, Polly)
Build Integration with Google CCAI -
Conversational AI
Build Conversational AI & Chat Bots
Predictive Engagement – ( engaging prospects, customers through AI)
Customer Journey Analytics & Next Best Actions ( Cross-platform)
Agent Assist - Native & integration with many Knowledge Management providers ( KMS, Google CCAI, egain, USU, Kendra etc.)
Speech & Text Analytics (Interaction Analytics)

WFM & QM development & Integrations

Develop short-term forecasts.
Evaluate intraday differences between forecast and actual values.
Create and manage schedules, Perform load-based schedule generation.
Monitor adherence to schedules.
Manage time-off requests.

QM for various channels ( Call, Chat, Email, Message)

Task scheduling, real-time monitoring
Agent task updating, Recording Policies ( for all channels)
Multiple trigger criteria ( Inbound, outbound, specific queue, specific agent etc)
Recordings in AWS cloud
Performance dashboards
Agent scheduling, Agent Evaluation
Evaluation forms

Build & Develop WFM adapters for Verint WFM -

Aggregating interaction data into historical & RTA formats for the on-premise Verint WFM.
Exporting the recordings so Verint can consume them for the QM workflow. ( AWS S3 Bulk Action integration)
Aggregating interaction data into historical & RTA formats for the on-premise Verint WFM)
Export the recordings consumed by Verint for the QM workflow. ( AWS S3 Bulk Action integration)