genesys solution介绍.pdfVIP

General Description The Genesys Solutions Suite is a series of computer applications and interfacing services, which support and enhance the various interactions channels available within the customer-facing business mainly associated with Call Centres. This includes; Inbound and Outbound Telephony, Inbound email, Workforce Management and Volume Reporting. Various components comprise the full Suite - in the main, these consist of: Framework Components – Items such as a configuration server, which contains the settings and options for all component items within the Genesys Suite. Solution Components – Items such as a Statistical Server*, which collates timings for calls/interactions, monitors the actual call times for Call Centre Agents and provides other components with that information. *TIP: Genesys tend to reserve the right to use the word “Server” to indicate a running Service component, on a physical Server. For example; StatServer is in fact a Service running on a physical Server – try not to get mixed up by the terminologies! Configuration Components – Items such as a Local Control Agent, which monitors the operational status of the Solution Components, running on a physical Server. Application Components – Software items which can be run from a Users Desktop. Items such as the Configuration Management Environment (CME), through which changes are made to the configuration of the Agents, Extensions, Hosts, and other configurable Objects. Interfacing Components – Items such as the Telephony Server (TServer), which act as a bridge between the Genesys Solutions (CTI) and the telephony or interactions Network (for example; a Switch/PBX, an SCP, etc.) Purpose The Genesys Solutions Suite provides the means to control, administer, configure, relay and route calls and other media interactions and associated information based on the individual interactions to and from customers, to targeted self-serve options and business areas, coupled with the