Genesys introduces Release 8 IVR Platform
Genesys has introduced Release 8 of its Voice Platform (GVP) 8 for interactive voice response (IVR).
Some of the key features of GVP 8 include:
Built-in integration for the intelligent Customer Front Door (iCFD)
The iCFD is a transformative solution bundle, focused specifically on improving the customer experience. By using information from back-end systems, call centre resources and customer preferences, the iCFD intelligently directs the call to the best service, whether self or assisted. It extracts these business routing strategies into one central location which allows the business owners to decide where and how to deliver the best service.
Support for mature open-standards of voice self-service platform
It supports key open standards and critical applications including VXML, CCXML, SIP, VoIP, IP PBXs, gateways and softswitches, virtual hold technology, video applications, security and voice biometrics, and open compatibility with virtually any major third-party hardware and software.
Built-in SIP support
Connects to more VoIP environments than any other platform, including Alcatel-Lucent, Nortel CS2k, Avaya, Cisco CCM, Siemens 8000, Audiocodes, Paraxip, Cisco Gateways, Open IN, and others.
Multi-tenancy for large enterprises and service providers
For software as a service and managed service providers, GVP 8 supports multi-tenancy, where several businesses can share a common platform and access it from virtually anywhere.
Integrated Development Environment “Composer”
GVP 8 has a unique development console that streamlines application development. GVP now provides a single unified development environment for customer interaction management. Developers and customers can quickly create routing strategies, and leverage business rules that gather relevant information such as back-end data or workflow to control the process and understand the context of a call.
Common Platform for Both GVP and Voice Genie Customers
A single common platform that brings together its two key voice platform lines – Voice Genesys and GVP onto a single system.
Several leading industry experts commented on the significance of GVP 8 as an indicator of important industry trends:
“Genesys has succeeded in combining its scale assets and partnerships to create and amplify the value of its GVP 8 platform,” said Daniel Hong, Lead Analyst of Customer Interaction Technologies at Datamonitor. “GVP 8 is an integrated software layer that leverages the large investment and focus enterprises have put into CRM, the web and business rules engines over the past several years. ”
“Today’s customer-focused enterprises look for technology platform providers who work well with partners and support rapid deployment in multi-vendor environments,” said Dan Miller, Sr. Analyst at Opus Research. “Genesys successfully knits together the partner-friendly attributes of two leading voice platforms, and attracted an “A” List of application developers and integrators.”
