Media Blending in Genesys??

[George]

Hi,
We are looking for a solution that handles calls/mails/fax/leters etc for our interaction center and also automatically balances the load amongst agents based on their work load.
I wish to know if genesys provides any such "media blending" functionality and if yes, then which module/version does that?

Thanks
George

[gauthier]

Hi George,
Genesys does not provide blending for Fax and Letters, however there is a company called Exigen, most of the people in Exigen are people that came from Genesys before it was bought out by Alcatel. They have a workflow application that fully integrates with Genesys and handles letters and faxes.

[Dave]

The Exigen workflow product to which you refer is actually sold by Genesys as "Genesys Universal Workflow". You are correct that it's fully integrated with the rest of the suite, including the ability to load balance within router against other interaction types. It also integrates with Workforce Manager to allow you to schedule against such interaction types.