Unified Communications

Genesys Cloud CX includes a very capable PBX functionality. Not only is it powerful when setting up ring-groups and basic auto-attendant functions to support your skills based contact centre, but it also integrates seamlessly into Zoom, 8x8 and Microsoft Teams based PBX/Telecoms functionality so you can truly unite your front office and back office telephony architecture.

• Benefits
  It allows the sharing of outside phone lines when placing or receiving calls from anywhere in your business without requiring an outside line for every phone in your business.
• All in One business communications
  You can unify all your business communication needs through Genesys Cloud CX whilst simplifying your technical stack at the same time.
• Session Initiation Protocol (SIP)
  Leverage your SIP trunk, sharing it across the contact centre and your back-office/home workers, supporting your non-geographic, toll-free, regional and local numbers, whilst still being able to manage your own extension numbering scheme for the front and back office, whilst using the power of the Interactive Voice Response (IVR), call-flows and routing or ring-groups flexibly.
• Eliminate Communication Silos
  By leveraging Genesys Cloud CX as your Contact Centre and PBX solution you will enable seamless communication and collaboration between your front line contact centre and the rest of your organisation, irrespective of department, role or function. This allows your front line agents to reach the subject matter expertise buried in your business quickly and efficiently, without crossing the public switched telephone network so that you do not incur toll charges for that consultation or transfer.

The PBX functionality in Genesys Cloud CX is powerful, and often underestimated. According to market research conducted by Genesys, a gain of approximately 20.6% may be expected in working efficiency and employee performance by unifying front line and back office communications stack. It will become clearer how this happens when we also look at Unified Communications alongside the PBX functionality.

Genesys Cloud CX is also a fully featured Unified Communications platform, which allows your users to simplify how they communicate and collaborate together. As an intrinsic included element in Genesys Cloud CX this functionality also falls into the Unified Communications as a Service (UCaaS) market sector.

The three focal areas in our solutions based approach to a Unified Communications solution on Genesys Cloud CX are:

• Elimination of Silos
  
  • We focus on eliminating communication silos that will exist today between your teams, departments, business functions, the contact centre and the overall back office echelon. We strive to create a configuration that enables seamless collaboration between all users across your organisation. By doing it well, we empower your employees to communicate easily and get the answers they need quickly and efficiently.
• Working Methods
  
  • We focus on improving your employee working experience to enable them to work from anywhere with the cloud based web, desktop and mobile unified communications capabilities of Genesys Cloud CX. We configure and enable the tools they need to do their best work on the move and from any location, anytime.
• Technology and Integrations
  
  • Whilst Genesys Cloud CX is a powerful collaboration, presence, availability and telecommunications solution, it is somewhat common to require an integration between Genesys Cloud CX and a legacy on premises PBX or to use your own preferred Unified Communications and Collaboration (UCC) provider.  This may be a solution like a Direct Routing (telephony) enabled Microsoft Teams platform, or a solution from Zoom or 8x8.  Seamless integrations to these platforms are available within Genesys Cloud CX so you can have the best of both worlds at the same time.

By carefully designing and implementing a mixed PBX and UC solution on Genesys Cloud CX, we aim to provide your business with the following key benefits:

• Connect Easily
  Instantly find and communicate with anyone in your organisation.  See their full contact information, status and presence indicator so that all users can determine the real-time availability and effortlessly collaborate with a single click
• Chat with Coworkers
  Create the public and private chat-groups to enable collaboration across projects and departments in your business. Here users can share files, links and search for them later, or even escalate a chat channel discussion into a group Voice or Video call with a single click
• Host Meetings
  Some conversations and discussions may require more information or explanation to resolve.  We enable HD Video (OPUS based, powered by WebRTC), that allows one-on-one or full team meetings using HD Video, all of it within the solution.
• Consilidated Desktop
  Leveraging a single desktop application over the web, with no client software installation for the desktop or the phone makes life easier for your employees. It speeds up collaboration, and reduces new hire training time too
• Integrate with Ease
  Where required, we can integrate Genesys Cloud CX with Zoom, Microsoft Teams and 8x8 using pre-built integrations and blueprints
• Carrier Flexibility
  Choose your own preferred Carrier to provide you the secure and reliable telephony your business needs.  You are not forced to use Genesys or our own Carrier Services portfolio as part of the solution. You can even keep your existing preferred carrier supplier or make things simple and go with a fully bundled cloud-based telephony service from us.

Genesys Cloud CX is far more than a Contact Centre platform. It is an entire technical solution for telephony, communications, presence, chat, video and collaboration.  Irrespective of an employees role in your business it is very likely that the Genesys Cloud CX can and will have a dramatic impact on how they perform and their efficiency.

To fully leverage the asset which is Genesys Cloud CX as a communications enabler for your business, you will need to work with a Contact Centre as a Service provider who has the deep technical knowledge, experience and knowledge necessary to work transparently with your IT and Telecoms function to design a solution which doesn't end up reinforcing communications Silos instead of breaking them down.  We have decades of experience in doing this well, and at scale.

Genesys Cloud CX is a true CCaaS solution that has the awards, market leadership and consistency required for your business as your real-time telecommunications footprint is a mission critical component of your entire operation.  Genesys has been named the Leader in the Gartner Magic Quadrant ™ for CCaaS for the last 8 years and ranked number 1 in 3 out of 5 Critical Capabilities Use Cases.

Simply put, it puts all the tools you need, all in one place.