Description

Genesys SIP is a customer service solution designed for customer experience agents and customer support professionals. It enables users to collect details including common attributes such as caller ID, customer name, and email address, streamline agent-state management, hold, retrieve, and transfer calls, automate the administrative operations, record and analyze the customer interaction, optimize performance measurement and management across channels, route the customers to appropriate agents, and handle contact center infrastructure consolidation and resource virtualization. Features include multi-channel interactions, customized scripts, team collaboration, reporting capability, customer experience management, and support for multi-site and multi-sourcing operations.