eServices: – (Email, Chat, SMS, Social Media):

‘eServices’ is a platform on which you can assemble a coordinated suite of components that

processes, manages, and archives customer and agent interactions in the media of Email, Chat, SMS

and Social Media (facebook, twitter and RSS).

VOICEXNET have vast experience in implementing the Genesys eServices solutions to support cross

channel communication with your customers.

VOICEXNET Implemented different flavor of eServices solution for different customers:

  • Intelligent Email and Chat interaction routing
  • Priority/Skill Based Routing
  • QA Review for Agent Replied Email Interactions
  • Canned Responses for better customer experience.
  • Resource Management for Agents with Multi-skill set – Voice and eServices
  • Facebook and twitter integrations