Your Agent Desktop for Genesys

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Quality

Improve service and job quality by providing your agents the means to intuitively engage with customers in more meaningful ways.

Efficiency

Improve business efficiency and productivity through flexible interoptability with other crucial CRM and back-end applications.

Sustainability

Allow effective and efficient sustainment by using a secure 3-tier web-based architecture with zero footprint for easy setup and access.

Connectivity

Seamlessly integrate and connect Contact Center Agents, Branch Networks, Advisors and all other Staffers by leveraging the same Genesys solution.

Scalability

Enjoy the flexibility to scale your needs up or down to any size, onboarding agents in response to normal business cycles or unplanned events.

Monitoring

Gain powerful agent statistics and get an even deeper insight into the customer's journey and the effect of your communication.

  • With Web Office you can seamlessly integrate and connect Contact Center agents, Branch Networks, Advisors and all other Staffers by leveraging the same Genesys solution.

    Testimonial Peter Depoorter, CEO at Ideal Systems

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Empowering Agents

Web Office for Genesys empowers you to deliver great Customer Service experiences. It lets you seamlessly blend different types of customer interactions - take calls, run campaigns, reply to emails and SMS messages, engage in web chats, handle social media interactions, or even manage work-items.

With intuitive widgets and built-in features such as agent statistics and insights, integrated phonebooks and contact history, call-back and campaign scheduler, ... you can easily engage with customers in more meaningful ways.

Web Office FAQ

How can I get started with Web Office?

Get in touch with our sales team and we’ll analyze your needs, answer your questions, and build a custom proposal adapted to your business. Simply send us an email and we'll be in touch as soon as possible.

Is WebRTC technology supported?

Web Office supports both SIP and WebRTC technology to terminate audio calls. WebRTC technology allows you to deliver voice streams to agents without the need of any additional components, such as SIP phones or physical devices.

What platforms and channels are supported?

Web Office runs on multiple Genesys platforms: Genesys Cloud, Genesys Engage as well as PureConnect. It is capable of handling and blending different types of customer interactions - take calls, run campaigns, reply to emails and SMS messages, engage in web chats, handle social media interactions, or even manage work-items.

What browsers are supported?

Web Office runs directly in a Chromium based browsers such as Microsoft Edge and Google Chrome. It is also possible to run Web Office as a Progressive Web App (PWA). This technology enables fast, native-app-like experiences with all the advantages of a traditional web-based application.

What architecture is it built on?

Web Office utilizes a robust 3-tier architecture. Our Offices Server keeps track of all ongoing interactions and serves as single point of entry for all Agent Desktop communication. Its secure (HTTPS/OAuth2 connections) and scalable framework allows true server-side integrations with any CRM and back-end systems, and supports on-premise and cloud installations.

How do I get support for Web Office?

For support you can log a ticket in our Web Office Support Portal. Once you sign up, you will have complete access to our self service portal and you can use your account to raise support tickets and track their status.

Check out Mobile Office for Genesys

With Mobile Office for Genesys Cloud, we provide you the ability to extend the customer journey and communication to virtually anyone in your company or organization by mobilizing the same tools agents use in your contact center onto the mobile devices in your company. Branch managers, field technicians, home workers, store managers, anyone can now handle customer interactions without losing the ability to manage and monitor the interaction.