PSS Contact Center Capabilities for Genesys PSS Contact Center Capabilities For Genesys

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1 PSS Contact Center Capabilities for Genesys PSS Contact Center Capabilities For Genesys

2 PSS Skills in Support of Genesys PS PSS has development resources for the full suite of Genesys products. Whether you are a full Genesys shop with the entire suite or you have key components PSS can be your development partner. PSS interfaces these Genesys products with third party products such as Legacy IVR solutions VoIP Network with Audio Code or Acme Packet SBC s & Verizon BEST Experts in the customer interaction experience 3rd Party desktops such as Salesforce & Oracle etc An independent company who has good working relationships with all suppliers. 10 years experience has created a get it done attitude. We often prove to be far most cost effective and with our agile development, quicker than other providers. Genesys Product Genesys GVP 7/8 VoiceGenie 7 PSS Capabilities Perform upgrades Solution consulting & high level design User interface design Technical design (TDS) Call flow design Project management Application development Application unit testing Project manage load testing Deployment planning Post project review Post production monitoring & tuning Experienced using Composer & Studio GVP - Speech Application Development Application discovery VUI design Grammar design Grammar development Grammar tuning GVP - Outbound Voice Outbound application development 2

3 CIM Platform and Framework / SIP Server/ Orchestration Server Intelligent call routing development Screen pop development Conversation Manager Rules definition Cross channel integrations Multi-Media ( , chat, SMS) Intelligent call routing development GAD & IWS CORAL Desktop integration and customization WFM Genesys Reporting Info Mart Virtual Hold Integrate with Genesys intelligent call routing 3

4 Core PSS Capabilities Legacy IVR Tremendous experience, skills and specific tools to transition legacy IVR systems to Genesys GVP Integration Particularly skilled at undertaking difficult integrations between various systems within large call centers Development Most legacy IVR application platforms Java J2EE programming Multiple switch interfaces and connectivity protocols Desktop integration Multiple operating systems Unix (Solaris, BSD and SCO), Linux (various distributions), Microsoft Windows server and desktop operating systems Multiple database platforms Oracle (8i, 9i, 10g), Microsoft SQL Server 2005, Postgres and MySQL Various Web Services / Java Servlet Containers Apache HTTP Server, Apache Tomcat, SunONE Server, Glassfish and jboss Multiple Development Languages Java J2EE,.NET (Visual Basic, C#, C++), VXML, HTML, scxml, ccxml, PHP and Perl 4

5 PSS Products That Ease Migration for Genesys Deployments & Genesys PS FlexxGate Multi Media Gateway Simplifies integration between devices using different telephony protocols TDM to SIP conversion in a TDM switch environment to for GVP SIP to TDM conversion in a SIP switch environment to any legacy TDM equipment Any other protocol (i.e. H.323) to SIP for GVP Any protocol in to any protocol out 24x7x365 support FlexxBridge Integration Server Application Centre & Framework Simplifies data source/host integration by providing a consistent SOA-friendly integration point used by multiple IVR and CTI applications Eliminates IVR and CTI application coding for each different backend database integration 24x7x365 support IVR application development process Automates the conversion of Legacy IVR application call flows to VoiceXML De-risks the legacy application to VoiceXML conversion process Reduced time to market Reduced total development cost Code easy to maintain & non proprietary Coral HTML5 Agent Desktop Built on Cloud and Web Technologies Compliments existing CTI investments Quick install, easy to learn & fast to evolve Choice of softphone and supervisor tools 5

6 PSS Products That Ease Migration for Genesys Deployments & Genesys PS Managed Services For the whole solution stack Day 2 support Load testing User Acceptance Testing Heartbeat monitoring PSS (Product Support Solutions) 7172 Regional Street #431 Dublin California T: E: info@psshelp.com W: 6