i-Omni Desk

Cloud-Based Omni-Channel Contact Center Counseling Application SaaS Service

The i-Omni Desk Platform service offers customers the flexibility to choose from various options tailored to their contact center interaction channel environment and counseling needs. These options include channel selection features, basic counseling functions, and additional counseling features. The pricing for the service is determined based on the user's chosen service feature options. Additionally, the user interface and service functionality are provided with varying limitations based on user permissions and levels.

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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 main features of i-Omni Desk

Softphone Call Counseling and Management Functions
  • - CTI Softphone and status management
  • - Call counseling individual dashboard
  • - Inbound counseling content storage and history retrieval
  • - Outbound counseling content storage and history retrieval
  • - Customer information retrieval and registration
  • - Ticket number retrieval and ticket transfer
  • - Transfer reception
  • - Counseling status retrieval
  • - Notice board viewing and messaging
  • - Counseling script search and management
  • - Agent coaching
  • - Callback execution and callback retrieval
  • - Survey scheduling and survey management
  • - Customer sending
  • - Counseling knowledge search and management
  • - Counseling information and management
  • - Allocation management for counseling
  • - Management of counseling categories
  • - Campaign and survey management(*optional))
  • - Evaluation management and QA(*optional)
  • - Call counseling statistics
e-mail Counseling and Management Functions
(optional)
  • - email counseling waiting
  • - email receipt alert
  • - Multiple email management
  • - email attachments sending and receiving
  • - email counseling processing
  • - email distribution for individuals and groups
  • - email contents storage and counseling history retrieval
  • - email reply sending
  • - Customer information retrieval and registration
  • - Counseling information retrieval and registration
  • - Attachment management
  • - Management of counseling categories
  • - email common phrase management
  • - email counseling statistics
Web/App Counseling and Management Functions
(optional)
  • - Chat counseling waiting, receive, end
  • - Agent call connection
  • - Status registration and status retrieval
  • - Customer information retrieval and registration
  • - Counseling history retrieval
  • - Monitoring
  • - Queue management
  • - Profanity management
  • - Group management
  • - Macro management
  • - Attachment management
  • - Reply management
  • - Chat automated message management
  • - Agent coaching
  • - Scenario service registration
  • - Scenario history retrieval
  • - Scenario list
  • - Scenario deployment
  • - Chat counseling statistics
System Administration Functions
  • - System configuration management for counseling
    (screen configuration, configuration information management)
  • - Organization management
  • - Permission change history
  • - Administrator log retrieval
  • - Common code management
  • - Custom field management
  • - User permission and permission group management
  • - Common bulletin board management
  • - API management
  • - SSO management
  • - Channel management (call, chat, email)
  • - Tenant management
  • - Comprehensive monitoring management
  • - Call management
  • - Chat management
  • - Email management
  • - Channel statistics

The features and advantages of the i-Omni Desk Platform

- Muti-tenant and microservices architecture structure of Cloud SaaS service
- Service accessible solely through web browser access in an internet-based infrastructure
- Multi-web browser and cross-browser support
- Support for concurrent handling of omni-channel counseling tasks on a single user interface
- User experience-based user interface with a multi-tab screen structure for maximum user convenience
- Support for an open API structure for easy updates and scalability of new service features
- Web service resource automatic scaling and load distribution architecture
- Automated DB backup and file recovery support
- Encryption and conversion storage of customer information in the database
- Function selection and configuration based on service license level and options

i-Omni Desk

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
  • · 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
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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
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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
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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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