Case Studies - GCN Web

Pamet is extending GCN Web to meet client's needs.

Introduction

The GCN Web application is designed to run in a Web browser alone. This pure web-based Application (no components are installed on the client PC) is ready to run right out of the box. GCN Web comes with a single, unified graphical user interface (GUI) for the contact center agent for all Genesys interactions.

Client's need

It is good to have an architecture that reduces the administrative burden associated with maintaining and upgrading application versions. It is also good to have GCN web, sophisticated Agent desktop application that will serve as a GUI for all Genesys interactions.

But it may not be enough and often times client will demand more!

Client wants to benefit from Genesys open architecture and its integration with Company's information system and databases.
Wants to have all related customer's data populated in GCN Web.
Wants GCN Web to suggest, to do Cross Sell, Up Sell, to guide an agent to the next outbound question appropriate for that specific customer etc.
Wants GCN Web localized in Spanish, in French or Serbian (Cyrillic)!

Pamet's solution

GCN Web can be customized, extended and localized to suite complex business requirements.
Pamet have localized GCN Web (at this point in Cyrillic) hence customized and extended GCN web by adding new panels, menus, buttons while integrate it with a local database and information system via Genesys Agent Interaction Layer. Our solution will allow an Agent to focus on the communication with the caller and not data search, Cross Sell and Up Sell based on the customer profile automatically obtained.
This, in turn, will directly increase an ROI for this Genesys installation.

Download the PDF file or read more about GCN Web Serbian Customization/Localization.

To learn more about ways Pamet can provide solutions for you contact us.