How voice works
Inbound voice processes calls and distributes them to the right agents at the right time.
What Voice does[edit source]
Using caller input (such as interactive voice response (IVR)) and caller ID contact information, inbound voice routes calls based on agent skills, service levels, caller history, or other criteria.
How Voice works[edit source]
While Genesys handles much of the initial configuration of inbound voice, you use Agent Setup and Platform Administration to tailor the configuration, Designer to set up call routing and IVRs, and Agent Desktop and Genesys Softphone to handle calls. You can also record calls, view reports, and add functionality such as Callback.