Genesys 101

Question 1

Callback/web callback

Answer 1

provides callback options across IVR, web and mobile

available for cloud & prem
available on all 3 platforms

Question 2

Chat

Answer 2

real-time chat assistance across web & mobile

available for cloud & prem
available on all 3 platforms

Question 3

Co-browse

Answer 3

real-time guidance and joint navigation on web page

available for cloud & prem
available on all 3 platforms

Question 4

Conversation manager

Answer 4

delivery of sales & service across time & channels

available only on PureEngage
available only on prem

Question 5

E-mail

Answer 5

route email inquiries from customer to specific skilled agent

available for cloud & prem
available on all 3 platforms

Question 6

Knowledge center

Answer 6

repository for consistent enterprise knowledge for optimal CX

available only on PureEngage
available only on prem

Question 7

Mobile

Answer 7

connects your mobile application with your mobile clients

available only on PureEngage
available only on prem

Question 8

SMS

Answer 8

interact with your customers through text/SMS

available for cloud & prem
available on all 3 platforms

Question 9

Social

Answer 9

monitor your companies presence on social media platforms

available for cloud & prem
available on all 3 platforms

Question 10

Virtual Hold

Answer 10

option for customer to receive a return call, rather than sitting on hold

available for cloud & prem
available on all 3 platforms

Question 11

Web Engage

Answer 11

identify the customers you want to engage with based upon their web activity

available only on PureEngage
available only on prem

Question 12

Widgets

Answer 12

build customized widgets to be the face of customer interactions

available only on PureEngage
available for cloud and on prem

Question 13

Inbound Voice

Answer 13

route voice interactions to the best fit agent

available for cloud & prem
available on all 3 platforms

Question 14

IP Phone

Answer 14

Genesys branded phone that integrates with Genesys SIP contact center

available for cloud & prem
available on PureConnect and PureEngage platforms

Question 15

WebRTC

Answer 15

stands for web real-time communications. WebRTC leverages a set of plugin-free APIs that can be used in both desktop and mobile browsers

Available in PureCloud only

Question 16

Skype for Business

Answer 16

collaboration tool that Genesys integrates with

available for cloud & prem
available on PureConnect and PureEngage platforms

Question 17

SIP Server

Answer 17

software based telephony services for communication

Question 18

Smart Link

Answer 18

Genesys and Microsoft Lync integration

Question 19

GVP or Genesys Voice Platform

Answer 19

software only, voice self service system to integrate into Genesys CX platform

Question 20

GAAP or Genesys app automation platform

Answer 20

formally speechstorm, enables businesses to deploy personalized CX over IVR, web & mobile

Question 21

Visual IVR

Answer 21

support platform that guides inbound callers to a web-based support experience

available only on PureEngage
available only on prem

Question 22

Speech recognition

Answer 22

is the ability of a machine or program to identify words and phrases in spoken language and convert them to a machine-readable format

available for cloud & prem
available on all 3 platforms

Question 23

Outbound voice

Answer 23

agent assisted dialing. Also notifications sent to customers through voice, SMS & email

available for cloud & prem
available on all 3 platforms

Question 24

Abandoned call

Answer 24

The caller hangs up before reaching an agent

Question 25

Agent status

Answer 25

The mode an agent is in (Ready, Not Ready, After-Call Work, Unavailable, Do Not Disturb, etc.)

Question 26

Application Program Interface (API)

Answer 26

Means of communication between programs to give one program transparent access to another

Question 27

Average Speed of Answer (ASA)

Answer 27

The average amount of time a caller will wait in queue for an agent to become available. This unit of measure is influenced by the average length of each call, the number of agents and the total number of calls arriving.

Question 28

Automatic Call Distributor (ACD)

Answer 28

A system that automatically directs incoming calls to available sales or service representatives. With ISDN, ACDs can be programmed to read the incoming ANI, and direct the call to a specific agent while the host computer uses the ANI information to query a customer database in order to identify the caller to the agent

Question 29

Automatic Number Identification (ANI)

Answer 29

A feature that passes a caller's telephone number over the network to the receiving location so the caller can be identified

Question 30

Bouncing call

Answer 30

The call center problem of transferring callers from one Customer Service Representative (CSR) to another until the right one is reached who can appropriately handle the call

Question 31

Call blending

Answer 31

Combining traditionally separate inbound and outbound agent groups into one group of agents responsible for handling both inbound and outbound contacts

Question 32

Call Management System (CMS)

Answer 32

Software used to track customer and employee calls coming into the call center or help desk

Question 33

Call Transaction Record (CTR)

Answer 33

is a record of the entire history of each phone call as it progresses through the call center.

Question 34

Omnichannel desktop

Answer 34

is the UI for our software. Desktop workspace edition is the premise and WWE or workspace web edition is the cloud edition

Question 35

Asynchronous

Answer 35

Form of communication where the sender of a message is not waiting for a response from the receiver in order to continue working. Email would be an example of an asynchronous form of communication.

Question 36

Scripting

Answer 36

provides screen flow and text to the agent desktop to guide agents through each interaction

Question 37

CIM or Customer Interaction Management

Answer 37

acts as the central control point for all customer service interactions. It is hardware-independent, runs on multiple operating systems (Unix, Windows), and communicates with and ties together the myriad systems in a call center: