Genesys is the world's number 1 CTI product company, being truly advocated by most Fortune 1000. Besides its overwhelming success stories, Genesys's leading edge technologies are also the strong advantages for its position. Today Genesys has more than 50% market share worldwide and particularly 70% in telco and finance industries.

Starting 2002 Genesys signed up a long-term master distributorship agreement with eSOON so that Genesys can leverage eSOON's comprehensive sales and technical support network, and at the same time China customers can quickly receive from eSOON the same quality of Genesys standard services. The two companies quickly wan many landmark contracts thus in the recent 2003 Frost & Sullivan market research report, the Greater China Number 1 title was given to this combined force, showing approximately 80% market share in Taiwan and 50% in China and Hong Kong.

Many unique and patented technologies are entrenched with Genesys products. Not only the framework is truly open in connectivity and extensible in functionality, but the product suite also include an array of interaction management solutions, from intelligent routing, to internet, outbound, workforce management, as well as back-office and POS depots solutions:

Genesys Framework
Genesys's Framework is the kernel operation platform of Genesys suite. Openness, extensiveness, multi-site and multi-media for on-line interaction event management are the key features of this component.

Network Routing
This solution allows enterprise to deploy its multi-site operation architecture over the cloud, either Centrex or IN Network, to route the incoming calls according to the pre-defined rules.

Enterprise Routing Solution
At premise, no matter the call request sources are from voice, email and web devices, enterprise can set up the call routing rules according to real-time statistic data, call profile, etc. and route the call to an appropriate agent. ERS optimizes enterprise resource usage with the best matching parameters.

Outbound Contact Solution
Genesys Outbound Contact provides in-depth management to all outbound activities from call list management, to execution, and timely campaign management. The blended feature of inbound and outbound further gave enterprises the advantage of fully utilizing the whole call center resources.

Internet Contact Solution
Marching towards the electronic commercial age, Genesys also provide a full range of multi-media contact center solution. Customers can interact with enterprises from all internet means, while are treated similar to incoming phone calls and faxes, and get consistent treatment according to enterprise pre-defined rules.

Genesys Voice Portal
The product supports the newest data and voice integration technologies so that enterprises can build auto voice attendance service using web. Multi-site deployment of voice directory assistance becomes easier through a centralized management console. Furthermore, Genesys Voice Portal can give enterprises freedom of offering innovated personalized services.

VoIP Solution
Genesys VoIP solution delivers the true commercial value of virtual and distributed contact centers, which allow remote agent can log on and perform same duty like normal agent seat under a seamless integrated environment. ISP can adopt this as a new service offerins to increase revenue stream.

Workforce Management Solution
This solution empowers enterprises with intelligence in manpower resource management. It not only increases the productivity of each individual but also avoid idle resource waste.

Contact Navigator
Genesys Contact Navigator was built with agent's most required features and functions from an exhaustive series of major customer surveys. It allows enterprise fast deployment of call center systems with saving IT costs, while it also provides an open interface to ensure the future integration with enterprise chosen CRM solutions.

Expert Contact
Bearing the vision of “The company is the contact center”, Genesys created Expert Contact that can include professionals of back-office into the whole customer service circle so that more direct and immediate services from these experts will deliver higher customer satisfaction, and hence increase enterprise competitiveness.

Genesys Express Edition
Genesys Express Edition provides the deployment efficiency to allow enterprises to construct a multi-media call center within a few days. It highly reduces cost of implementation and expedite the return on investment.

Universal Workflow Solution
This can link work process flows among different departments to allows enterprises to provide more in-time services to customers beyond the call centers. All kinds of electronic media including emails, documents, web pages and faxes are transmitted within the workflow.

Contact Center Analyzer
Genesys Contact Center Analyzer consists of a set of comprehensive historical analysis tools that can help enterprise to apprehend the call center performance at a glimpse. CC Analyzer is used to compare agent's work efficiency, on-line call waiting status, call routing mechanism, etc. so that the managers can make appropriate adjustment to improve customer service efficiency.