Recent years omni-channel has been a hot trend and topic in customer contact discussions. Many companies have struggled to implement and integrate different channels to support their customer’s journey. Often these omni-channel integrations have been centralized around the contact center and/or marketing department (still often the central department for social media interaction handling). But how good can your omni-channel strategy be if it is being contained by the boundaries of your customer contact departments?
True omni-channel also means that you incorporate those departments and resources in your company that are best placed to help your customer or to pro-actively engage to deliver an intentional and exceptional experience. Therefore, at ideal systems, we have developed a holistic approach on the technology that can support customer interactions for any resource at any moment.
At the center is our Office Server, the beating heart of our different solutions, which serves as a centralized interaction and session platform in front of your Genesys solution (supporting PureEngage and soon PureCloud). The Office Server is acting as a proxy server and maintains all the connections to your Genesys environment, exposing only the interface for our different desktop solutions. This makes it an extremely scalable and secure layer, which is important when integrating branches and home workers in your customer contact strategy.
Different desktop solutions connect to the Office Server to support your company resources:
On top of this rich set of desktop products, our Office Server also allows direct connections from within desktop applications, such as SalesForce.com, or to link Unified Communication platforms, such as Cisco Jabber and Skype for Business, to your Genesys, without installing any client software.
Contact us if you want to know more about our true multi-channel solutions for Genesys at email@example.com or +32 475 59 03 37.
Article written by Peter Depoorter (CEO at ideal systems)
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