Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: George on January 01, 1970, 12:00:00 AM

Title: Media Blending in Genesys??
Post by: George on January 01, 1970, 12:00:00 AM

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

Title: Media Blending in Genesys??
Post by: gauthier on January 01, 1970, 12:00:00 AM

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.

Title: Media Blending in Genesys??
Post by: Dave on January 01, 1970, 12:00:00 AM

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.