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

Vendor ApplicationDevelopment

Vendor ApplicationDevelopment

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