Genesys Cloud CTI for Contact Centers

Works on Chrome,FF 9, IE 9 !

The new release works on chrome and all the latest brwsers which is awesome. I got the latest build directly from my account manager and it seems they still have to link it to the appexchange listing. The call result feature is also very useful as it allows our agents to link the call disposition to the call activity record. I am waiting for a Mac version.

Next Generation Virtual Call Center

I highly recommend angel.com for virtual call center. In less than 90 days, we went from all support phones ringing at the same time and engineers looking at each other to see who is going to take the call, to an enterprise call center solution. Angel comes complete with real time queue monitoring and robust analytics and reporting. Completely in the cloud, angel automates the entire call to engineer process. we no longer need a team of customer service representatives to answer calls, check entitlements, conduct case lookups, route the caller to an existing or an available engineer, check voicemails, etc. Angel does the following: answers calls, checks entitlements based on serial number or case ID, routes to the assigned engineer if available, handles top account and tier 3 routing. If a caller leaves a voicemail, it literally transcribes the message into SF case comments and attaches an auditory message to the case. The CTI adapter conducts screen pops and literally opens the case on the engineers desktop so the engineer knows who is calling and has all of the case details.