Genesys Voice Platform is a software only, standards-based voice portal that enables businesses to provide cost-effective customer interactions 24×7 for voice, video, and web-based interactions. Beyond traditional IVR (interactive voice response) systems, it provides touchtone access to applications and incorporates speech recognition technology and video for conversational exchange to identify and resolve customer requests.

Genesys Voice Platform can be implemented as a key component for several user models.

In a standalone mode, it operates with a variety of platforms and configurations ― enabling customer service for enterprises and service providers.

As an integrated self-service solution, it operates with the Genesys Customer Interaction Management Platform to provide an enhanced caller experience where routine caller requests are handled by the self-service option, and more complex requests are routed to the best available skilled agent.

Additionally, the Genesys Voice Platform is a key element of the Genesys intelligent Customer Front Door™ (iCFD™). Genesys iCFD, enabled by Conversation Manager, helps deliver a dynamic and optimized customer experience based on contextual customer information and business rules.

Key Advantages – Benefits

• Provides a voice platform solution focused on the total customer experience, rather than just the caller experience in the IVR (interactive voice response systems).
• Integrates self-service applications and agent-assisted transactions seamlessly to align service with customer values and needs, reduce costs, and enable end-to-end reporting.
• Provides a secure, flexible voice platform that can be deployed in TDM, IP, or hybrid environments, architected for enterprises and service providers.