Case Management
Customer request and case management system — allows you to assign, track progress and analyze service time.
— the future of customer service in your company
Genesys Cloud CX is a modern, cloud-based Contact Center platform that enables companies to end-to-end customer (CX) and employee (EX) experience management. With AI, automation, and advanced analytics, Genesys supports teams to deliver faster, more consistent, and more effective service — no matter the channel of contact.
The implementation process is preceded by Thorough examination of needs, workshop or interview — everything to choose Solutions that fit your needs
Based on extensive experience with Genesys Cloud CX We understand the specifics of different environments and challenges. We are a trusted partner.
We create our own applications that extend Genesys functionalities, which allow even better adaptation to the requirements of our customers
Our applications are based on real customer needs, identified during implementation projects and conversations with end users
The implementation process is preceded by Thorough examination of needs, workshop or interview — everything to choose solutions that fit your needs.
Based on extensive experience with Genesys Cloud CX We understand the specifics of different environments and challenges. We are a trusted partner.
We create own applications that extend the functionality of Genesys, which allow us to better adapt to the requirements of our customers.
Our applications are created based on the real needs of customers, identified during deployment projects and conversations with end users.
swift implementation and easy configuration.
Scalability and simple model Licensed.
Open API and large integration opportunities.
Continuous platform development and weekly updates functional.
Experience worldwide Leader in CX.
Needs analysis and consulting strategic customer service
Implementation and configuration Genesys Cloud CX platform
Integration with systems customer (CRM, ERP, helpdesk, others)
Trainings for users and system administrators
Technical Support and service in the SLA model
Development and Customization platforms for specific business scenarios
Effective management of complex customer cases
Working with Genesys Cloud CX
The application launches directly in the main window of the platform (the “Applications” menu) or contextually during the ongoing interaction, so the consultant does not have to switch screens.
Full contact history
Access all voice calls, emails, chats and social media from a single view for easy analysis and faster case completion.
Advanced categorization and prioritization
Ability to define your own categories, statuses and priorities (e.g. “new”, “under review”, “suspended”) to accurately track progress and SLAs.
ACD-Related Routing
Matters can arise automatically in the interaction flow or manually during a conversation — they always go to the right queue and person.
Comments and labels
Add notes, share with your team, and tag issues to filter data in reports more efficiently.
More cases closed “on first contact” — the consultant has a complete set of information at hand and can smoothly return to the interrupted case.
Higher productivity — Clear queues and priorities reduce service time and make it easier to monitor workload.
Operational Flexibility — the ability to transfer the case between agents along with the entire history of the conversation.
One interface, full control — agents do not get lost in many systems, which affects the quality of the customer experience.
Customize statuses and workflows — cases can have individually defined statuses according to the needs of the organization.
Complaints and complaints of customers
Handling of loan and leasing applications
Service requests and RMA
Preparation of offers and B2B quotations
Data Control with Genesys Cloud CX
Local access to Genesys data
BI Transfer allows you to transfer data from Genesys Cloud CX to the customer's infrastructure or make it available through the API. The data remains under your control — in accordance with the security and compliance policy.
Readiness for BI reporting
The application converts data from the Genesys API into a relational database format, allowing integration with BI tools such as Power BI, Tableau, Qlik or Looker.
Comprehensive range of data
All key information is obtained: from queue statistics, through interaction and user data, to routing rules and results of customer satisfaction surveys.
Scheduled Datasets
Data transfer is carried out cyclically, according to the established schedule - you can be sure that the reports are always based on up-to-date information.
Support for exit plans (Exit Plan)
Locally collected data allows you to implement a secure migration or system separation plan — without losing control of your existing knowledge.
Full compliance with IT security policy — data processed and stored locally, under the full control of the infrastructure department.
Flexible reporting — the ability to create your own dashboards, reports and KPIs in any BI tool.
Increased transparency of processes — Detailed analysis of conversations, consultants and contact flows allows you to optimize the performance of teams.
Independence from the cloud provider — BI Transfer allows you to create copies of data and maintain business continuity even when the environment changes.
Analytical advantage Access to full, raw data gives you the ability to analyze more deeply than the finished Genesys reports.
Queue and call statistics
Results of satisfaction surveys
Data about users and consultants
Operational and technical metrics
Routing and Contact Flows
Segmentation and the course of interaction
Media and Endpoint Settings
Flexible callback management
Ordering callbacks at specific time intervals
The system allows you to place orders for a callback in specific “time slots” — from the website or directly through a consultant.
Monitoring and editing callbacks
Genesys Cloud CX allows you to track the status of each order (e.g. pending, completed, canceled), edit deadlines or assign a callback to a specific contact in the database (external contacts).
Control over availability
The system allows you to define call execution times (e.g. only during business hours), limit the number of orders per day and set separate rules for weekends and holidays — all available from the API.
Dynamic integration with the customer base
Callbacks can be assigned to existing contacts in the Genesys address book, which automatically populates the form data and streamlines the handling process.
Status reporting and tracking
All data on callbacks can be stored in the database indicated by the customer, which allows independent reporting and integration with BI systems.
Improved quality of callback channel — the client chooses a convenient date for the interview himself, and the consultants have full control over the implementation.
Maximum flexibility — the system adapts to the rhythm of the team's day, occupancy, working hours and availability of agents.
Full transparency — monitor who, when and why canceled or modified the callback.
Integration with Contact Center — a tool fully embedded in the Genesys Cloud CX ecosystem, accessible from the “Applications” menu.
We understand the complexity of customer service
We have been designing and developing Contact Center environments for more than 20 years — we know that effective callback is not just a technology, but a response to specific operational needs.
A product created on the basis of real challenges
Smart CallBack is our proprietary tool, created in response to customer challenges — that's why it supports the real work of Contact Center teams so well.
Hands-on experience with Genesys Cloud CX
We have been deploying the Genesys Cloud CX platform in a variety of environments for 5 years — we know how to connect it to customer base, time slots and contact logic.
A match that starts with understanding
We start each project with a conversation, analysis or workshop. Only then do we create specific functions — tailored to your processes and priorities.
Full control over the email queue
Real-time email queue management
The application works directly in the main Genesys Cloud CX window — from the “Applications” menu — and allows you to monitor and edit the status of email interactions in real time.
Email filtering and searching
Thanks to extensive parameters (waiting time, sender, recipient, interaction number, queue, service status), you can instantly find interesting messages and make operational decisions.
Group Operations
The ability to perform bulk actions (such as deleting spam, assigning interactions to another agent or group) significantly reduces team response time.
Optimize traffic during rush hours
When part of your team is dealing with real-time channels (voice, chat) and emails are piling up — Interaction Preview allows you to quickly “unclog” the queue and restore fluidity.
Flexible acquisition of interactions
Departments with a small staff can freely manage email interactions — taking over from colleagues, regardless of ACD settings.
Better management of email traffic — control over the queue and quick response in case of overloads.
Reducing Spam and Unnecessary Interactions — the ability to mass delete unwanted messages with one click.
Faster handling and redirects — receiving and delegating messages in accordance with the competence and availability of agents.
Response time control Managers can keep track of how long emails go unanswered.
Increased operational flexibility — especially helpful for smaller teams or hybrid organizations.
An experience that makes a difference
We have been implementing Contact Center systems for more than 20 years — our team knows real operational needs and can translate them into efficient tools.
App developers, not just integrators
Interaction Preview was created as a response to the specific problems of our customers — that's why it fits so well into the daily work of the support teams.
Team of Genesys Certified Specialists
Our Genesys Cloud CX engineers and developers are involved in the projects — experienced, proven and embedded in real implementations.
Implementation preceded by analysis
We do not act as a template. Each project is preceded by a workshop or a process diagnosis to precisely match the application to the situation in your company.
