Improve Customer Experience and Contact Center Efficiency
- Contact Center Solutions
- Genesys® Implementation
Shoubii has been working with Genesys® products since 2009. From creating an omnichannel consumer experience to creating actionable cradle-to-grave reports, these services are available.. Shoubii has interfaced Genesys® with Avaya Experience Portal, Avaya-Red, Avaya-Blue, Aspect, Cisco CVP, Cisco UCM,Rockwell Spectrum, Alcatel (A4400),Mitel, Siemens® (HiCom 300H) and various other PBX/switches. Please find the list of Shoubiiâ€™s Genesys® consulting services below
Genesys® Voice Platform(GVP)
Shoubii has performed numerous GVP implementations from provisioning to performance tuning. As a certified Genesys® services provider, Shoubii has performed GVP sizing, installation, configuration, provisioning, and load testing. Shoubii has a lot of experience with voice applications for IVR self-service and confinement. Shoubii has a lot of expertise using Nuance Dialog Modules (NDM) and Nuance Address Dialog Modules (NADM) for voice-enabled IVR engagements. Shoubii has also worked with Nuance SDF, SAP® Voice Framework, Genesys® Studio, and Genesys® Composer to create apps.
Genesys® Routing Solution(ERS and NRS)
Shoubii has designed Genesys® routing solutions for Fortune 200Â businesses at the enterprise and network levels. A Genesys® network routing solution is used by one of Shoubii's customers to manage roughly 1000Â calls per day. These solutions range from simple Genesys® call routing based on a queue to complex service level routing for managing service levels. At the enterprise level, Shoubii has worked on the last agent/relationship, concierge, WFM Schedule, SLA, Cost, Workload, and skill-based routing. Shoubii has deployed Genesys® routing for global organizations to disperse load across many sites and follow-the-sun type routing.
Genesys® Outbound Solution(OCS)
Shoubii has used Genesys® Outbound Contact Solutions in many modes, including progressive, predictive, preview, proactive, and push-preview. We've also put in place services like extracting data from legacy systems/CRMs (back office/front office systems), creating calling lists, and producing daily collection/conversion rate reports.
Genesys® Upgrade Services
Shoubii has experience with Genesys® products ranging from version 5.0 to version 8.x, and has developed a unique methodology and procedure for upgrading your Genesys® infrastructure. Over the last fifteen years, Shoubii has completed various modifications. We provide a free assessment of the cost and hazards associated with upgrading your Genesys® infrastructure. To receive a free assessment, please contact a Shoubii representative.
Genesys® eServices and Enterprise Workload Management
Allowing consumers to choose the media they want to use to engage is not only better customer service, but also gives the customer-centric firm a competitive advantage. For top enterprises, Shoubii has implemented voice, email, chat, mobile, fax, SMS, and bespoke media kinds (web forms, service requests, cases/tickets). Shoubii has expertise in adopting Enterprise Workload Management (EWM) to improve offline client experience and efficiency. Adding more media types not only enhances agent efficiency but also makes your company more accessible.
Genesys® SIP Solution
Shoubii has considerable expertise installing Genesys® SIP solutions, and when establishing SIP solutions, he follows best practices and industry standards. Shoubii has used Genesys® SIP Solution in a variety of ways, including integrating Genesys® SIP Solution with Microsoft Skype for Business. As an AudioCodes partner, we can perform a network assessment to confirm and tune your network before deploying a SIP solution. Shoubii can help you whether you're testing a Genesys® SIP solution in your lab or designing a migration path away from old telephony infrastructure. Shoubii is well-versed in the benefits of open IP solutions and can help you choose the right VOIP infrastructure.
Performance Tuning and Health Checks
Shoubii understands that your contact center is always changing to meet the needs and changes of your organization. Preventive maintenance and proactive health checks, according to statistics and surveys, can significantly reduce downtime and increase overall performance. Shoubii can do health checks and performance optimization to help you get the most out of your contact center.
Genesys® Reporting Solution (Pulse / CCPulse and Info Mart)
Reports on your customer experience and contact center performance are available in real-time and in the past. Shoubii is well aware that reliable reports are the first step in assessing and preparing for changes. Shoubii set up Genesys® real-time reporting, configured it, and personalized it (Pulse and CCPulse). We've also built unique real-time reports by combining Genesys® interaction data (number of inbound calls, outbound calls, etc.) with business data (cases, the total amount collected, successful contacts made, leads converted, number of first resolutions calls, one-and-done calls, etc. ). Shoubii has worked on numerous Genesys® historical reporting packages such as CCA, Callon, and Info Mart installations, installing, configuring, and customizing/writing custom reports. Shoubii has also created Custom ETL using the Genesys® Data Mart, Callon, and Info Mart databases. Our consultants can create reports using a variety of presentation layers, including MicroStrategy Business Objects and Crystal Reports, to match your company's needs.
Genesys® Desktop / Screen-Pop Solution
Giving agents all of the client information upfront will boost first-call resolutions and improve the customer experience. To deliver a unified desktop solution, Shoubii has integrated over 300 different types of software with Genesys®. Shoubii built Genesys®++ Agent Desktop apps with the Agent Interaction SDK, Configuration SDK, Statistics SDK, Open Media SDK, Genesys® Web Services, and Outbound SDKs. Shoubii has also interacted with Genesys® solutions using Universal SDKs and Platform SDKs (pre-built application blocks). Shoubii features pre-built code and utilities that help lessen the risk and difficulty of integrating with existing applications or creating a custom Genesys® desktop from the ground up to satisfy contact center needs. Shoubii sells Genesys® Desktops (Softphones) that are pre-built and run on.Net and Java. These softphones provide all of the normal features, such as login, logout, ready, and not ready, as well as connectivity with standard programs like Salesforce.com., Pega Systems, Facets, Epic, Attachmate, Reflections, and others.