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Genesys to Show New IVR System at Dreamforce Show
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Genesys to Show New IVR System at Dreamforce Show

 
October 15, 2014

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  By TMCnet Staff
 


It’s been a running joke that the further into the 21st century the world gets, we get to complain that it looks nothing like the futuristic world of “The Jetsons” or “Star Trek.” But according to Genesys senior manager of social media strategy Rachel Royds, the future is already here.


“As today’s technology becomes more ubiquitous, we are are living in a smarter world. From smartphones to wearable technology to refrigerators that tell us when our milk is going bad, we humans can easily monitor and interact with smart devices to get things done,” Royds wrote in a company blog post recently. “What’s even more intriguing is that these devices can even interact with each other – fixing problems before they arise. All of this if having a tremendous impact on how companies engage with customers and deliver customer service.”

Genesys (News - Alert) will be presenting at Salesforce.com’s Dreamforce ‘14 conference in San Francisco. The company will have a booth demonstrating a number of innovative technologies in combination with Salesforce.

One of the solutions is a system that automatically checks out customer service agents when they wander away from their desks. This can be useful if an agent forgets to check out when going on a break or some other task.

When agents are away from their desks, they can still take and receive calls on their iPads when logged into SFDC. They can also take notes and have them saved in the system for easy recall.

The company will also demonstrate Google (News - Alert) Glass integration, showing customer and website integration in the much-talked-about device.

Genesys will also demonstrate an IVR system that collects relevant information about a caller to put the customer service call into context. The IVR can also create cases automatically, making it even easier on customer service agents. With Genesys Salesforce CTI (News - Alert), marketing campaign information can also be embedded into call information and calls routed appropriately.

Dreamforce ‘14 runs through October 16 in San Francisco.



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