i-Smart Call

Genesys Cloud based user installed CTI softphone

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.

The main features of i-Smart Call

CTI Softphone Functions
  • - Agent call state control
    (CTI connection, CTI disconnection, making a call, answering a call,
     waiting , on hold, lunch, training)
  • - Agent call dialing control
    (call transfer, conference call, consultation call)
  • - Agent individual dashboard
    (average call duration, average wait time, average after call work time, total call)
Call Counseling and Administration Functions
  • - Counseling records and call history
    (inbound counseling, outbound counseling, redial)
  • - Callback management
    (Callback reception, Callback counseling initiation, Callback appointment request)
  • - Login management
  • - Extension number management
  • - Agent queue management
Program Administration Functions
  • - Automatic program updates
  • - Registering a Windows tray icon upon program execution
  • - Minimizing the program’s UI and adjusting screen size

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-Smart Agent

Functions

  • · 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
  • · Request for cooperation
  • · 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
View details

i-Smart Manager

Functions

  • · 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
View details

i-Smart Call

Functions

  • · 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
View details

i-Smart Helper

Functions

  • · 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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