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

VOICEXNET adapted Genesys iWD solution to handle the contact center back office work. The intelligent

Workload Distribution (iWD) solution creates an enterprise-wide task list that is centrally managed and

prioritized. It allows work to be presented to the right resource, at the right time, and at the right

location. It captures non-real-time work (tasks) from multiple source systems, uses business rules to

prioritize or reprioritize the tasks, and then distributes the tasks to the most suitable resource.

VOICEXNET implemented iWD solutions for different customers and the iWD solution is the ability to

capture work from the multitude of work sources in the enterprise, such as documentation

management systems, CRM systems, workflow systems, claims administration systems, legacy host

systems, and so on.