i-Smart Call

Genesys Cloud based user installed CTI softphone SaaS service

i-Smart Call service is a web-based service that runs on the user's desktop PC after installing the runtime program. It operates through login authentication with Genesys Cloud service licenses and is optimized for CTI softphone contact center operations, providing the necessary features for counseling work. This service is designed to be used in environments where the integration of Genesys Cloud's CTI softphone is difficult due to the need for users to use their own local counseling application. Users can utilize the i-Smart Call service if their PC operating system is Windows 7 or higher. Additionally, The services offers a service that can be registered as a Windows system tray icon for user convenience.

Call Counseling Service

Provides Cloud-based CTI softphone, integrated screen control for inbound and outbound customer service and contact management functions on a single screen.

Chatting Counseling Service

Provides Cloud-based real-time web/app chat live support and scenario bot counseling features in a single screen.

E-mail Counseling Service

Provides Cloud-based email counseling and counseling management features on a single screen."

Website Counseling Service

Provides Cloud-based website webboard support and management features on a single screen.

The features and advantages of the i-Smart Call

- Genesys Cloud CTI softphone service available through internet-based web browser access
- Utilizes Genesys Cloud's WebRTC feature, enabling agents to make voice calls using only their desktop PC without the need for SIP phones, facilitating remote and telecommuting counseling
- Suitable for customers who need to use their own counseling applications due to restrictive conditions and want to use Genesys Cloud CTI softphone-based counseling services through a web interface
- Maximizes user convenience with a User Experience (UX)-based User Interface (UI) screen structure
- Automatic program updates for service operation
- Provides essential features required for contact center counseling works, in addition to CTI softphone functionality

i-Omni Desk


  • · Omnichannel interaction counseling (call, chat, email)
  • · CTI Softphone control and status management
  • · Chat counseling waiting, receive, end
  • · email counseling waiting
  • · In.Outbound call counseling contents store and history retrieval
  • · Ticket number retrieval and ticket transfer
  • · Transfer reception
  • · Counseling status retrieval
  • · Temporary save
  • · Callback execution and callback retrieval
  • · Survey execution and reservation
  • · Customer sending
  • · Counseling knowledge search and knowledge management
  • · Counseling information and management
  • · Counseling assignment management
  • · Campaign management
  • · Evaluation management
  • · Omnichannel counseling statistics

i-Smart Manager


  • · Realtime dashboard(by group, by center)
  • · Statistics by tenant
  • · Overall monitoring
  • · Incoming queue, in call
  • · After call work, log in, log out, on hold
  • · Waiting queue, incoming call, abandoned call
  • · completed call, Response rating
  • · Queue monitoring
  • · Agent status
  • · Call statistics by agent
  • · Call statistics by queue
  • · Call statistics by DNIS
  • · Agent work status
  • · Group statistics
  • · Agent status monitoring
  • · Performance by channel
  • · Queue management by agent

i-Smart Call


  • · Genesys Cloud based user desktop installable CTI softphone
  • · Agent inbound call status control
  • · Inbound call information retrieval
  • · Agent outbound call status control
  • · Agent individual dashboard
  • · Saving counseling contents and retrieving call history retrieval
  • · Callback management
  • · Log in management
  • · Extension number management
  • · Agent queue management
  • · User interface minimization and resizing
  • · Registering Windows system tray icon on program launch
  • · A suitable service for environments where integration between user’s contact center counseling application and Genesys Cloud CTI softphone is not possible

i-Smart Helper


  • · Registration of VOC contact channels (phone, email, web bulletin board, chat, in-person visit)
  • · VOC registration
  • · My VOC
  • · Customer sending
  • · VOC receive and history retrieval
  • · VOC management
  • · FAQ retrieval and management
  • · VOC distribution
  • · VOC processing
  • · VOC approval
  • · VOC transfer
  • · VOC processing absence management
  • · VOC common phrase management
  • · VOC counseling statistics

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