SOFTEL Genesys Premise, Cloud and Hybrid Platforms, Solutions and Services
Every industry has its own challenges when it comes to Unified Communications solution delivery and
customer support. Companies all want to provide the best experience to ensure outstanding customer
satisfaction and attain repeat business. SOFTEL have the experience in providing full life cycle delivery,
support and services for Genesys premise (on-site) and cloud solutions in sectors such as Healthcare,
Security, Government, and Retail. Our experience in providing solutions, services, and integrations across
the Genesys landscape has helped many global companies evolve their platform to world class standards.
Genesys Enterprise and Business Platforms
Genesys Enterprise Edition is designed for large organizations that require highly scalable and customized call center
solutions. Customers with this edition can choose to run their contact center in the cloud, on-premises or in a hybrid
cloud configuration. Hybrid cloud options allow you to use your existing telecommunications providers, store
sensitive data locally, or augment existing Genesys on-premises deployments.
Genesys Business Edition is designed for medium-sized contact centers that require all-in-one functionality that
deploys rapidly, is easy to use, and scales as your contact center grows. Customers with this edition can choose to
run their contact center in the cloud, on-premises with a pre-configured appliance, or in a hybrid cloud configuration.
The on-premises appliance is offered in multiple configurations.
Genesys Cloud and Hybrid Platforms
Genesys delivers the full range of cloud based call center and contact center applications. These include ACD routing,
IVR, reporting, provisioning, and agent optimization applications, while securely storing the business software and
data on managed servers in remote data centers. In most cases, legacy applications can be integrated with cloud
services in a hybrid model to provide an easy transition and maximum client flexibility.
Genesys Virtualization
Contact center virtualization provides everything you need to operate a highly scalable and flexible contact center
solution at a lower cost of operations. Genesys offers the optimal solution for contact center virtualization. With
Genesys, customers are directed to the right person, with the right skills based on your business rules regardless of
the location or channel in use. Your customers never have to repeat information and your agents know the customer
intent, context, and history they need to serve the customer.
Genesys Solutions
Multi-channel touchpoints have greatly complicated the end-to-end customer journey. Customers expect to receive
consistent customer experiences whichever channel they use. This is very difficult to deliver when each channel
emerges from a separate technology silo without workforce management, quality management, or visibility into the
service or sales performance being provided. The need to manage multiple platforms with other vendor solutions
significantly increases expense. They are less flexible to meet and address ever changing business drivers. It is time
to modernize the digital customer service and sales experience with a Digital Engagement Center covering the core
capabilities needed to deliver a consistently seamless customer experience.
Genesys Professional Services
Genesys Professional Services help you accelerate the successful planning, implementation, and optimization of the
Genesys Customer Experience Platform so that your customers can experience total satisfaction on a regular basis.
We apply our unrivalled product expertise and methodologies to help you avoid pitfalls, realize business value, and
reduce total cost of ownership.
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Genesys Development | Implementations | Integrations
SOFTEL’s experienced Genesys Systems Integrations Teams provide
an all-encompassing approach to delivering integrated Genesys
platforms and solutions from the core component construction
through the technology landscape, including data, networks,
protocols, peripherals, and external and internal services. IoT/Big
Data integrations, supplemental solutions, and interoperability with
other providers (Avaya, Cisco, Microsoft Skype for Business, etc.) can
also be supported. By combining peripheral services to the core
Genesys elements, SOFTEL produces your own clearly defined,
enterprise deployment.
Managed Services for Genesys Solutions
SOFTEL’s Managed Service Teams provide on-site and remote
support for both Day 2 and project governance, through industry
standard delivery methods. Whether managing a specific deliverable
or providing day-to-day support for incidents, moves, and changes,
SOFTEL’s dedicated team is managed by a single point of contact
(SPOC) for your enterprise. Our management and incident tracking
portal for escalating incident also allows a real-time view of the
current status of any open issues providing for transparency and
clarity of your operations.
Audit Services for Genesys Solutions
SOFTEL’s Technical Audit Services for Genesys solutions are designed
to help you to create better solutions. A “top down” approach
investigates your current operation and future plans. A fully formed
Audit Report with best practices and industry standard
recommendations is provided. Full support is provided from the top
level architecture, through operations and infrastructure, to the
operation and resiliency, right down to any recent incidents or issues.
SOFTEL’s pragmatic approach to Technical Auditing leaves nothing
out helping you to align your Genesys platform with any interfacing
technologies.
Provider Services for Genesys Solutions
SOFTEL’s UC and cloud services for Genesys solutions and platforms
extend beyond on-site presence through application development
and integrations. Employing a wide-range of skills, experience, and
partnerships, SOFTEL’s Provider Services extend your capabilities and
deliver the underlying operational services to drive your goals.
Whether Cloud, Enterprise, or Express Services, the SOFTEL
approach brings standardization, clarity and operational excellence
to your platform.
SOFTEL experts work closely with business enterprises in all aspects of an integrated contact center, across Genesys platforms
and solutions from people, technologies, and processes to operations and Industry best practices. With a wide range of
integration and solution techniques, SOFTEL brings Genesys solutions and services for UC & collaboration and contact center
to global clients, working with a wide range of partners, to bring world class solutions.
Business AnalysisTest Lab Technical Integration Testing
Business/User Testing Implementation
Deliv
ery
Quality Control | Post-Launch Support
Technical Design Development
Vendor Tools | SDK | Platform Coding | Industry Coding
Agile Waterfall
Delivery Method
Iterations | Versioning | UML
Unit Tests | Source Coding | Test Cases
Integration Tests | Top Down | Bottom Up |
Black Box
Meth
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Implementation | Adjust | Embed
Implementing & Overseeing the Project
Plan
Quality Assurance & Milestone Planning
Internal & External Resource Planning
Customer & Supplier Liaison
Man
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Project Timeline Adherence
Phase Delivery PlanningStakeholders Communique
Development Tools
Development Tools
Development Tools
Development Tools
Development Tools
Development Tools
Software Software Software Software Software Software
Vendor ApplicationDevelopment
Vendor ApplicationDevelopment
Vendor ApplicationDevelopment
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Vendor ApplicationDevelopment
Enterprise (Site) Solution Services Enterprise (Multi) Solution Services Enterprise (Global) Solution Services
Unified Communications Platform Services
Platform, Program, Project & Management Services
Middleware Middleware Middleware Middleware Middleware Middleware
Contact Center (Premise, Cloud & Hybrid) Services
Interaction Channels
Infrastructure Services
Interfaces and Portals
Reporting & Statistics
Workforce & Workflow Services
Service and Support
SOFTEL Contact Center Solutions