Case Management
A system for managing customer requests and cases — enables assignment, progress tracking, and service time analysis.
– the future of customer service in your company
Genesys Cloud CX is a modern, cloud-based Contact Center platform that enables companies to comprehensively manage both customer experience (CX) and employee experience (EX). With artificial intelligence, automation, and advanced analytics, the Genesys platform helps teams deliver faster, more consistent, and more efficient service — regardless of the communication channel.
Proces wdrożeń poprzedzamy dokładnym badaniem potrzeb, warsztatem bądź wywiadem – wszystko po to, by dobierać rozwiązania pasujące do Państwa potrzeb
Na bazie bogatego doświadczenia z Genesys Cloud CX doskonale rozumiemy specyfikę różnych środowisk i wyzwań. Jesteśmy zaufanym partnerem.
Tworzymy własne aplikacje rozszerzające funkcjonalności Genesys, które umożliwiają jeszcze lepsze dopasowanie do wymagań naszych klientów
Nasze aplikacje powstają w oparciu o realne potrzeby klientów, zidentyfikowane podczas projektów wdrożeniowych i rozmów z użytkownikami końcowymi
Every implementation is preceded by a thorough needs assessment — through workshops or interviews — to deliver solutions tailored to your requirements.
Based on our extensive experience with Genesys Cloud CX, we fully understand the specifics of various environments and challenges. We are a trusted partner.
We develop our own applications that extend Genesys functionalities, enabling even better alignment with our customers’ needs.
Our applications are created based on real customer needs, identified during implementation projects and conversations with end users.
Fast deployment and easy configuration
Scalability and a simple licensing model
Open API and extensive integration capabilities
Continuous platform development and weekly feature updates
The experience of a global leader in CX
Needs analysis and strategic consulting in customer service
Implementation and configuration of the Genesys Cloud CX platform
Integration with client systems (CRM, ERP, helpdesk, others)
Training for system users and administrators
Technical support and SLA-based service
Platform development and customization for specific business scenarios
Effective management of complex customer cases
Working within Genesys Cloud CX
The application runs directly in the main platform window (menu “Applications”) or contextually during an ongoing interaction, so agents don’t need to switch screens.
Complete contact history
Access to all voice calls, emails, chats, and social media messages in a single view facilitates analysis and speeds up case resolution.
Advanced categorization and priorities
Define your own categories, statuses, and priorities (e.g., “new”, “in progress”, “on hold”) to precisely track progress and SLA compliance.
ACD-related routing
Cases can be automatically created during interactions or manually, ensuring they are always assigned to the right queue and person.
Comments and labels
Add notes, attach documents, and assign tags to cases, making it easier to filter and report data.
More cases resolved “during the first contact” — agents have all the information at hand and can smoothly return to interrupted cases.
Higher productivity — transparent queues and priorities shorten handling time and make it easier to monitor workload.
Operational flexibility — cases can be transferred between agents along with the full conversation history.
One interface, full control — agents don’t get lost in multiple systems, improving the customer experience.
Customizable statuses and workflows — cases can have individually defined statuses tailored to the organization’s needs.
Customer complaints and claims
Handling loan and leasing applications
Service requests and RMAs
Preparation of B2B offers and quotes
Control over data from Genesys Cloud CX
Local access to Genesys data
BI Transfer allows you to move data from Genesys Cloud CX to your own infrastructure or share it via API. Data remains under your control — in line with security and compliance policies.
BI reporting readiness
The application converts Genesys API data into a relational database format, enabling integration with BI tools such as Power BI, Tableau, Qlik, or Looker.
Comprehensive data scope
Access to all key information: from queue statistics, through interaction and user data, to routing rules and customer satisfaction survey results.
Scheduled data sets
Data transfer is performed cyclically, according to a defined schedule — ensuring reports are always based on up-to-date information.
Exit Plan support
Locally stored data allows you to implement a safe migration or system separation plan — without losing control over your existing knowledge.
Full compliance with IT security policies — data is processed and stored locally, under full control of your infrastructure team.
Flexible reporting — the ability to create custom dashboards, reports, and KPIs in any BI tool.
Greater process transparency — detailed analysis of conversations, agents, and contact flows enables optimization of team performance.
Independence from the cloud provider — BI Transfer allows you to create data copies and maintain business continuity, even when changing environments.
Analytical advantage — access to complete raw data gives you deeper insights than Genesys’ standard reports.
Queue and call statistics
Customer satisfaction survey results
Data on users and agents
Operational and technical metrics
Contact routing and flows
Interaction segmentation and history
Media and endpoint settings
Flexible management of callback requests
Scheduling callbacks in specific time slots
The system allows callback requests to be placed within specific “time slots” — either from a website or directly by an agent.
Monitoring and editing callbacks
Genesys Cloud CX enables tracking the status of each request (e.g., pending, completed, canceled), editing dates, or assigning a callback to a specific contact in the database (external contacts).
Availability control
Define callback availability (e.g., only during business hours), limit the number of requests per day, and set separate weekend and holiday rules — all accessible via API.
Dynamic integration with the customer database
Callbacks can be assigned to existing contacts from the Genesys address book, automatically filling in form data and streamlining the service process.
Reporting and status tracking
All callback data can be stored in a database designated by the client, allowing independent reporting and integration with BI systems.
Better quality of callback service — the customer chooses a convenient time for the call, while agents maintain full control over execution.
Maximum flexibility — the system adapts to the team’s daily rhythm, workload, working hours, and agent availability.
Full transparency — monitor who, when, and why canceled or modified a callback.
Integration with Contact Center — a tool fully embedded in the Genesys Cloud CX ecosystem, available from the “Applications” menu.
We understand the complexity of customer serviceFor over 20 years, we have been designing and developing Contact Center environments — we know that effective callback is not just about technology, but about meeting real operational needs.
A product built on real-world challengesSmart CallBack is our proprietary tool, created in response to customer challenges — which is why it so effectively supports the real work of Contact Center teams.
Hands-on experience with the Genesys Cloud CX platformFor 5 years we have been implementing Genesys Cloud CX across various environments — we know how to connect it with customer databases, scheduling, and contact logic.
Customization that starts with understandingEvery project begins with an analysis, workshop, or interview. Only then do we design specific features — 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 — allowing monitoring and editing of email interaction statuses in real time.
Email filtering and search
Thanks to advanced parameters (waiting time, sender, recipient, interaction number, queue, handling status), emails can be quickly located and operational decisions made.
Bulk operations
The ability to perform mass actions (e.g., spam removal, reassigning interactions to another agent or group) significantly reduces team response times.
Traffic optimization during peak hours
When the team is busy with real-time interactions (voice, chat) and emails accumulate, Interaction Preview enables rapid “decluttering” and restores process continuity.
Flexible interaction takeover
Even a small group of employees can freely manage email interactions — taking them over from colleagues, regardless of ACD settings.
Better email traffic management — queue control and quick response in case of overload.
Spam and unnecessary interaction reduction — the ability to mass-delete unwanted messages with a single click.
Faster handling and forwarding — taking over and delegating messages according to agent skills and availability.
Response time control — managers can continuously track how long emails remain unanswered.
Greater operational flexibility — particularly useful for smaller teams or organizations working in hybrid mode.
Experience that makes a difference
For over 20 years we have been implementing Contact Center systems — our team understands real operational needs and knows how to turn them into effective tools.
Application creators, not just integrators
Interaction Preview was developed in response to specific client challenges — which is why it fits so well into the daily work of support teams.
A team of certified Genesys specialists
Our projects involve Genesys Cloud CX engineers and developers — experienced, proven, and grounded in real-world implementations.
Implementation preceded by analysis
We don’t use templates. Every project begins with a workshop or process analysis to precisely tailor the application to your company’s situation.
Sales Director
Email: rafal.pychowski@yarrl.pl
Phone: +48 607 545 005
