【正文】 可以讓管理者自行規(guī)劃、預(yù)測(cè)、安排以及分析接觸中心的資源應(yīng)用，節(jié)省大量的企業(yè)管理資源。Inc.Genesys勞動(dòng)力管理解決方案技術(shù)架構(gòu)WFM Data AggregatorWFM Schedule Server Web ServerWFM ClientsWeb ClientsWFM DB65169。2023Telemunications2023Telemunications2023 座席的一致性167。GenesysLaboratories,GenesysGenesysLaboratories,ALCATELLaboratories,Laboratories,GenesysLaboratories,GenesysLaboratories, 可由瀏覽器界面瀏覽167。 可完成對(duì)座席員單一排班 Genesys勞動(dòng)力管理解決方案特色（三）時(shí)間表優(yōu)化70169。2023 直覺式的點(diǎn)擊托拉調(diào)整Genesys勞動(dòng)力管理解決方案特色（一）業(yè)務(wù)預(yù)測(cè)功能68169。2023Inc.Genesys勞動(dòng)力管理解決方案開放獨(dú)立的系統(tǒng)架構(gòu)Media LayerStatistics LayerData Collection TransformationWorkforce ManagementReal Time HistoricalAPI66169。TelemunicationsTelemunications2023Inc.通過隧道服務(wù)模塊 （ HTTP tunneling service）EnterpriseFirewallCustomer Firewall 1Customer Firewall 2CustomerDMZEnterpriseLANPublic InterCustomerLANWeb BrowserPort 80 / 443 Agent’s DesktopProduction Web serverData base server (MS SQL/Oracle)Chat serverHTTP Tunneling serviceCobrowse ServerPort 80 / 443 Port 80 / 443 61169。Telemunications2023功能及特點(diǎn)：功能及特點(diǎn)：q電子郵件管理系統(tǒng)（電子郵件管理系統(tǒng)（ Email））q網(wǎng)絡(luò)實(shí)時(shí)聊天機(jī)制（網(wǎng)絡(luò)實(shí)時(shí)聊天機(jī)制（ Chat））q網(wǎng)絡(luò)電話響應(yīng)預(yù)約（網(wǎng)絡(luò)電話響應(yīng)預(yù)約（ Web CallBack Voice over PSTN））qVoIP語音服務(wù)（語音服務(wù)（ Web CallThrough – Voice over IP ））q協(xié)同瀏覽（協(xié)同瀏覽（ Web Collaboration））q集成式的互動(dòng)渠道集成式的互動(dòng)渠道q智能型的路由策略（智能型的路由策略（ Intelligent Routing））q實(shí)時(shí)監(jiān)控機(jī)制（實(shí)時(shí)監(jiān)控機(jī)制（ Real－－ time Monitoring））q最精確的統(tǒng)計(jì)分析（最精確的統(tǒng)計(jì)分析（ Historical Reporting and Business Analysis））57169。Inc.Genesys呼出應(yīng)用解決方案歷史 統(tǒng)計(jì)報(bào)表靈活定制生成56169。Telemunications2023Framework上n C/S架構(gòu)，以提高系統(tǒng)的擴(kuò)充性，易管理性n 多種撥號(hào)模式（ Predictive、 Progressive以及Preview），并可以動(dòng)態(tài)切換n 可以在不停止系統(tǒng)運(yùn)行的情況下，動(dòng)態(tài)調(diào)整外撥名單、組別和撥號(hào)設(shè)定等各項(xiàng)系統(tǒng)參數(shù)配置n 混合作業(yè)大大提高客服中心資源利用率n 支持多址呼出運(yùn)營(yíng)模式51169。激活 /停止 216。功能及特點(diǎn)：功能及特點(diǎn)：q集中式的管理機(jī)制（集中式的管理機(jī)制（ Centralized Management））q提供多種提供多種 OutBound撥號(hào)方式選擇（撥號(hào)方式選擇（ Three Dialing Modes））q自動(dòng)混合調(diào)節(jié)呼入與呼出電話（自動(dòng)混合調(diào)節(jié)呼入與呼出電話（ Blended InBound/OutBound Environments））q屏幕彈出功能（屏幕彈出功能（ Screen－－ Pop））q實(shí)時(shí)監(jiān)控機(jī)制（實(shí)時(shí)監(jiān)控機(jī)制（ Real－－ time Monitoring））q歷史性統(tǒng)計(jì)報(bào)表與分析（歷史性統(tǒng)計(jì)報(bào)表與分析（ Historical Reporting and Business Analysis））49169。2023Inc.PSTNAgent phoneAgent DesktopPBXPSTN UserAgent PhoneAgent DesktopPBXSRP IVRSCPGenesys Network PlatformHome AgentsSSP基于公網(wǎng)的解決方案架構(gòu)圖47169。 所有形式的互動(dòng)信息包括：所有形式的互動(dòng)信息包括：語音、電子郵件、網(wǎng)頁等，都將根據(jù)企業(yè)所定制的作業(yè)規(guī)則做統(tǒng)一的電話路由分配到最合適語音、電子郵件、網(wǎng)頁等，都將根據(jù)企業(yè)所定制的作業(yè)規(guī)則做統(tǒng)一的電話路由分配到最合適的話務(wù)員，能夠使得企業(yè)用戶的接觸中心資源應(yīng)用達(dá)到最佳化。LinesURSIVR collects customer info..Interaction routing request is forwarded to the routing engineRouting engine selects targets are based on customer information from database Data about the customer is “popped” at the selected agent’s desktop and voice is routed to agent’s phone at the same timeTServerStat Server MServer EmailGatewayStat Server provides agent extension based on requested statistic (longest available, etc.) Customer’s call arrives at the contact center45169。Laboratories,GenesysG3LucentLaboratories,GenesysLaboratories,GenesysLaboratories,話務(wù)員在這樣的情況下可以充分根據(jù)每個(gè)客戶的不同需求來提供最個(gè)性化的服務(wù)。 人力資源管理解決方案（人力資源管理解決方案（ WFM））216。GenesysLaboratories,GenesysLaboratories,GenesysLaboratories,InterfaceConfigurationLaboratories,Meridian?Spectrum?Lucent?NT?.Siebel?DB2?DDE?Telemunications(Web)FutureGenesyssolutionstimeLaboratories,GenesysGenesysLaboratories,Genesyss fastest growing paniesIndividual Investor MagazineGenesys Ranks in Top 10% of Bay Area39。 200+ million daily interactions and GROWING!!!Genesys 公司概況2169。Francisco,San 2 million+ seats167。s 100 fastest growing technology paniesBloomberg Personal FinanceGenesys ranks among America39。Inc.Product of the YearGenesys G6 Suite Product of the YearGenesys Inter Contact ICCM Best of ShowGenesys Inter ContactCT Expo Best of ShowGenesys Inter ContactProduct of the YearGenesys Workforce ManagementFall CT Expo Best of ShowGenesys Workforce ManagerCTI Expo Fall Best of ShowGenesys CC Analyzer Product of the Year Genesys Voice Portal業(yè)界的肯定－獲獎(jiǎng)記錄（ 2）4169。2023TelemunicationsInc.n ATT Wirelessn Axteln Bell Canadan Bell Mobility Cellularn BellSouthn Bouygues Telen British Telen Deutsche Telekomn JPhonen KPNn NTTn Qwestn SBC (Ameritech, SWB, PacBell, Cingular)n Soneran Sprintn Tele Italian Telefonican Telian Telstran Verizon (Bell Atlantic, PrimeCo, AirTouch) n WorldComOver 80% of the top 150 telcos are Genesys customersGenesys 在電信業(yè)中的應(yīng)用處于領(lǐng)導(dǎo)地位8169。20232023Telemunicationsupcalls/monthGenesys2023ServicesGroupGenesysJAVA?Informix?.F/O B/O support?.NCR?Aspect?華為? . . . .Inter Support?Aspect?DT/6000?TelemunicationsControlTelemunicationsInc.功能：功能：n 集中控制各個(gè)解決方案的集中控制各個(gè)解決方案的開啟開啟n 集中監(jiān)視各個(gè)解決方案的集中監(jiān)視各個(gè)解決方案的運(yùn)行狀態(tài)運(yùn)行狀態(tài)n 實(shí)時(shí)獲取系統(tǒng)運(yùn)行日志實(shí)時(shí)獲取系統(tǒng)運(yùn)行日志n 客制化告警通知客制化告警通知n 自動(dòng)出錯(cuò)管理自動(dòng)出錯(cuò)管理特點(diǎn)：特點(diǎn)：n 集中實(shí)現(xiàn)集中實(shí)現(xiàn)n 遠(yuǎn)程操作遠(yuǎn)程操作n 告警反應(yīng)及時(shí)告警反