• CCsupervision: offers real-time supervision and configuration at the click of a mouse, monitoring all objects (pilots, queues, and groups) and providing full statistics compilation and detailed reports.
• CCdistribution: a new-generation ACD (automatic call distribution) based on the Alcatel-Lucent OmniPCX Enterprise, which features an exclusive decentralized architecture, managing traffic and resources beyond competitive norms. It offers a cost-based routing algorithm and the ability to build a virtual contact centre.
• CCivr: provides interactive voice response (IVR), enabling the company to offer its customers reliable, powerful self-service functionality, using the latest speech and text-to-speech technology, with multimedia information disseminated by voice, fax or e-mail.
• G-CTI: part of the OmniTouch family, Genesys CTI provides computer telephony integration and off-the-shelf connectors to major CRM applications, as well as a Web-based interface for agents.
• CCagent: a desktop application for agents in an Alcatel-Lucent OmniPCX Enterprise-based contact centre, providing agents with full telephony and session control, advanced call monitoring, individual and group statistics, and access to critical information from the desktop.
• CCoutbound: both a dialer and a campaign manager from the Alcatel-Lucent OmniTouch family, this advanced solution is designed to implement telemarketing campaigns.
• CCemail: the email management module of the Alcatel-Lucent OmniTouch family, CCemail automates electronic mail interactions between organizations and customers.

Documentation

CCsupervision

CCdistribution

CCivr

G-CTI

CCagent

CCemail