Product - Genesys Outlook Phone

Genesys Outlook Phone (GENOP) is Microsoft Office add-in that extends Microsoft Outlook with the soft phone capabilities. GENOP fully integrates into the Genesys Contact Center solutions as well as the solutions for the back office knowledge workers and provides a convenient way to handle voice interactions from their Outlook.

Simply by adding Genesys Phone to your Microsoft Outlook, you will get all needed telephony features integrated and will be enabled to:

Handle incoming and outgoing calls from Outlook: Answer/Dial/Release Call Place the Call On Hold Call transfer Call Conference Have a record per each call with all call related data, organized in email-like folders for Answered, Dialed and Missed calls Prepare and schedule calling lists Take advantage of your existing address book to identify the calling party (Caller Info Screen Pop) Attach relevant data to the call, which can be used for further reporting purposes Report on Answered, Dialed, Missed Calls Review Call notes

Genesys Outlook Phone is developed as standard Microsoft Office Add-In. Middle layer responsible for communication between Microsoft Outlook and Genesys Contact Center is developed using Genesys ActiveX Interface for Desktop applications.

After adding Genesys Outlook Phone, several standard Contact Center buttons will show up on your Microsoft Outlook tool bar:

• Dial/Hang-up
• Login/Logout
• Ready/Not-Ready
• Keypad (to initiate call by typing phone number)
• Call Hold
• Call Transfer (two steps transfer scenario)
• Call conference buttons

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