Genesys Call Center

AudioCodes provides a suite of Enterprise and Carrier-grade Media Gateways required to run Genesys Labs IP enabled software suite. AudioCodes’ Gateways have been validated in the Genesys Media Guide, enabling the gateways to work with the Genesys SIP server as well as being recognized by many large Enterprise and Carrier customer references.
 

Solutions for Carriers using Genesys Voice Platform (GVP)

Carriers using Genesys Enhanced Voice Services Solutions can utilize the AudioCodes’ Media Gateways to offer SIP to SS7 solutions. The GVP Enhanced Services use the GVP platform to enable “in network” connectivity, reducing costs while improv¬ing operational efficiencies. In addition, Genesys Hosted & Managed Services along with AudioCodes’ Media Gateways allow carriers to offer hosted call center solutions over legacy TDM access. With AudioCodes’ Media Gateways, carrier-class customers can deliver advanced communications applications such as automated attendants, directory assistance, speech-enabled voicemail, and unified messaging.
 

Solutions for Enterprises using Genesys Call Center Applications

For Enterprise customers using the Genesys call center applications, AudioCodes offer the most scalable suite of products using the same technology across all platforms. AudioCodes’ superior SIP Call Progress Detection and Answering Machine Detection offer proven cost savings in Agent productivity. At-Home agents can login to the IP Contact Center using AudioCodes’ cost-effective MediaPack analog gateways. By deploying AudioCodes’ VoIP  solution, driven by Genesys, Enterprise customers can maximize ROI on Genesys Voice Platform (GVP), while enhancing the customer experience and increasing customer retention.

Distributed Call Centers

AudioCodes and Genesys support the demand for a distributed call center. The Genesys call center application can reside on premise or be hosted by a service provider. The Genesys IP Remote Agent solution enables managers to monitor agents down the hall or across the globe seamlessly, without geographical boundaries or prohibitive cost restrictions. At home agents are now a viable and reliable part of the Call Center configuration using the Genesys version 8.0 SIP based architecture with AudioCodes affordable MediaPack Media Gateways that allow analog phones to work in concert with the Genesys SIP based call center.
 

Survivability for Genesys Distributed Call Centers

AudioCodes’ Gateways provide continuous call center service during a network outage, leveraging its built-in Stand Alone Survivability (SAS) mechanism and enabling survivability for distributed Genesys call center environments. In the case of a network failure, the SAS agent assumes control over the remote site call center IP telephony network. Subsequently, the gateway handles internal communication as well as a fallback option to the PSTN network. test.

Full Voice and Data Solution for Genesys Managed Services Customers

With a managed service call center solution, businesses requiring a call center can outsource the technology infrastructure while retaining all the control and security they need. AudioCodes’ MSBG (Multi-Service Business Gateway) provides an integrated, secured voice and data access gateway solution that is an ideal endpoint solution for managed service call centers.