Cti-Genesys
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Voice Self Service
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Phone: 732 744 0440 Email : Contact@goPointel.com
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Genesys SoftPhone
Statistics and survey shows that Agents/Customer Service Professionals can save considerable amount of talk time, if the caller information is presented along with call as screen-pop. This not only improves Customer satisfaction because they don't have to repeat the information entered on VRU/IVR, but also helps to realize Return on Investment (ROI) on CTI.

Pointel with its many years of CRM/CTI and Genesys implementation and customization expertise developed a Genesys Toolbar. Pointel's Genesys Toolbar is a customizable pre-built softphone that provides all the standard softphone features and it is ready to deploy. Pointel's Genesys Softphone Toolbar helps you to harness the full power of Genesys and also helps to improve the customer and agent experience. Please see the list of features . These features comes out-of-the box with the Genesys Softphone Toolbar. This list can be further enhanced to meet your unique business needs.

Toolbar Features
  • Agent/Customer Service Professional friendly and intuitive toolbar.
  • Dockable: Can be docked to one side of the screen so that it is easy for the agent to navigate/work with other CRM applications.
  • System tray shortcut: Provides shortcut on the system tray for easy accessibility.
  • Provides ability to Login/Logout features.
  • Provides ability to auto logout agent on no-answer.
  • Provides ability to go Ready/Not-Ready with reason codes. Reason codes are customizable to suit you needs.
  • Provides ability to auto-answer the call.
  • Provides ability to hang up the call.
  • Provides ability to do single-step transfer, two-step transfer and conference features. Customizable drop down list for predefined numbers for call transfer.
  • Provides ability to put a call on hold and retrieve the call.
  • Provides ability to do speed dial. Speed dial list can be customized to suit you needs.
  • Provides ability to view data attached with the call
  • Provides ability to do screen-pop
  • Provides out-of-box ability to integrate with thin client applications
  • Provides limited ability for the agent to customize like changing Colors and Skins
  • Built on open standards Java based technologies for easy deployment
  • Flexible architecture to integrate with other backoffice/frontoffice applications with minimum interface.
Whatever your agent desktop needs are, we have expertise to assist you. Please contact Manisha Patel at Contact@goPointel.com or call 732-744-0440 for free trail or demo.
For more information please visit www.goPointel.com/

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