Genesys CTI User Forum

Genesys CTI User Forum => Business Side of Genesys CTI => Genesys CTI-related Products => Topic started by: mishmosh on March 17, 2009, 11:58:34 PM

Title: Trial Customers Needed: Dynamic Interaction Routing Application for Genesys CC's
Post by: mishmosh on March 17, 2009, 11:58:34 PM

CCI has an innovative web application called the Master Control Panel (MCP), which provides an intuitive GUI that enables non-technical business users to make real-time changes to Genesys interaction routing.  The original version of this application is in production at the world's largest call center for a very large North American telecom provider.  This application was jointly awarded the Genesys Innovation Award (jointly awarded along with the customer) at G-Force 2008.  We are looking for U.S.-based customers who are interested in trying the new release.

MCP greatly simplifies the process of deploying and managing Genesys interaction routing by using a routing template, and empowering the business or operations manager to create new call flows from the template, or to make changes to existing call flows in real time.

It has several benefits to both IT as well as the business side of the contact center.
* It offloads the simple call flow change requests from IT to the business;
* Reduces the backlog of change requests in IT, freeing up IT resources for more critical projects;
* Greatly reduces the cost and change cycle time for call flow changes;
* Empowers the business with more insight into and control over their contact centers, enabling them to better meet service objectives and drive customer satisfaction;
* Creates an easily repeatable process which improves accuracy & consistency in new deployments;
* Creates efficiencies in development, deployment and troubleshooting.

If you're interested in learning more about it, or participating in the trial, please contact me here.
We will also be at G-Force Orlando and would be happy to meet with you there.

Michelle Montano
Product Manager, CCI

Title: Re: Trial Customers Needed: Dynamic Interaction Routing Application for Genesys CC's
Post by: cavagnaro on March 18, 2009, 12:46:02 AM

Any documentation or video that can show the management of the product?

Title: Re: Trial Customers Needed: Dynamic Interaction Routing Application for Genesys CC's
Post by: mishmosh on March 18, 2009, 08:45:13 PM

I do have a white paper that I could send, although it's being re-worked at the moment.  There will be a video later as well.  We're redoing that for G-Force.  How do I post a PDF doc here?

Title: Re: Trial Customers Needed: Dynamic Interaction Routing Application for Genesys CC's
Post by: mishmosh on March 18, 2009, 09:03:57 PM

Here is the link to the existing white paper PDF.

[url=http://www.customercaresolutions.com/Files/MCP+%20White%20Paper%20v3.pdf]http://www.customercaresolutions.com/Files/MCP+%20White%20Paper%20v3.pdf[/url]

Title: Re: Trial Customers Needed: Dynamic Interaction Routing Application for Genesys CC's
Post by: cavagnaro on March 18, 2009, 09:28:44 PM

Thanks, will check it out

Title: Re: Trial Customers Needed: Dynamic Interaction Routing Application for Genesys CC's
Post by: Adam G. on March 26, 2009, 03:41:55 PM

This is a little old-school as I was involved in a similar project in 2004!

Title: Re: Trial Customers Needed: Dynamic Interaction Routing Application for Genesys CC's
Post by: davidabaron on June 18, 2009, 11:53:01 AM

I would be interested in assisiting with testing of the toolbar. Do you provide a dev platform to utilize ?