The SMART Group is a market leader in the implementation of Genesys driven Contact Centre solutions, that extend to the development of sophisticated voice and touchtone IVR solutions. The Genesys system was implemented in 2006 and provides our organisation with the ability to rapidly develop solutions, while providing the client with web based reporting functionality around the IVR structure and operations.

Genesys Customer Interaction Management (CIM) Platform

A market leader in workflow management solutions, The SMART Group employ the Genesys Customer Interaction Management (CIM) Platform ― the core of the Genesys software suite. The software automatically captures, routes, manages, integrates, and reports on inbound and outbound customer interactions of all types, based on a company’s specific business criteria, to guarantee the timely and proper treatment of each individual interaction. 

The platform centralizes the creation, administration, and management of the customer interaction process, and integrates with the broadest range of contact center infrastructure, at both the network and premise levels. With the Genesys CIM Platform, your customer service processes can seamlessly align with your overall business processes.

Genesys Intelligent Workload Distribution

Genesys intelligent Workload Distribution (iWD) provides a single workflow solution that integrates resources, contact center capabilities, and internal business processes to ensure the right resources proactively receive the highest value tasks at the right time, regardless of location or media type. 

Built on the powerful and proven Genesys Customer Interaction Management (CIM) Platform, iWD improves business efficiency and customer service with real-time prioritization of tasks and interactions from a broad range of enterprise work sources. It then dynamically manages and distributes tasks based on their business value to a consolidated pool of available resources across the entire organization.  iWD can also prioritize and route work items from existing enterprise software applications such as ERP, BPM, and CRM.

Genesys Workforce Management

The SMART Group utilise Genesys Workforce Management – a comprehensive performance management application that enables you to confidently forecast staffing levels, flexibly manage agent schedules, and accurately track workforce performance and results in multi-site and multi-channel contact centers. Genesys WFM is the only integrated workforce management solution to offer automatic updates of historical data and agent skill information in real time across all media channels to ensure the most accurate planning.