The technology used by contact centres has until now restricted to ability to use the Call Wait time to communicate with callers and improve the Customer Experience.
Captivate Connect has developed the SaaS to integrate with Genesys to enable automated changes to the audio playing to waiting callers.
Genesys is one of the world leaders in Contact Centre systems. The integration with Genesys and the inclusion of Captivate Connect on the Genesys AppFoundry herald a new opportunity for Genesys users to take advantage of any call wait time to advise callers of products relevant to them. Callers in an accounts payable queue want to have their problems solved. Callers waiting in the IT Support queue want to hear of any planned outages or solutions to save them time.