HIGHLIGHTS

• Improves agent effectiveness

through an extensive feature set

and streamlined interface

• Reduces or eliminates traditional

desktop customization through

numerous configuration options

• Adapts to current and changing

business needs using a fully open

design

• Provides a rapid integration

approach for in-house and third

party CRM and other IT systems

• Performs in the largest contact

centers using a distributed, web

server architecture

Web Softphone for Genesys CIMplicity™ Desktop is a Web-based, multi-channel and iWD capable interface used by agents. It enables agents to better engage with customers and provide a consistently high customer experience, while being adaptable to your organization's ever changing needs.

CIMplicity™ Desktop supports the following Genesys applications:• Inbound Voice • E-mail• Outbound Voice • Chat• Intelligent Workload Distribution (iWD)

Several additional components are available including Salesforce integration, customer history/notes and a statistics display.

Base Features• Supports Genesys Inbound Voice

Records and displays agent notes forcustomer interactions with CIMplicity™Desktop HistoryDisplays customer information andhistory from Genesys UCS with GenesysCustomer HistorySupports Genesys High AvailabilitySupports multi-tenant environmentsSupports advanced call reason codesMonitors and manages multiple callinteractions simultaneouslyProvides flexible configuration forunique agent group featuresOffers full international localizationsupportIncludes global hot key supportSupports custom “extensions” to meetunique needs, including:• Back-end IT system integration• Special desktop featuresSupports scripting language for complex configuration and integration tasks

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Attached data display: configure the display and edit data attached to interactionsTransfer notes: submit and/or receive on any one-step, two-step, or consult callPhone book: store common phone numbers and destinations for agents Auto-answer supportPending after call work enforcement based on call type and/or attached data Drop conferenceDo not disturbClick to dial directly from any embedded CRM applicationAgent shortcuts for links and websites Announcements: generate and broadcast general messages to users Preview Countdown Timer: automate the dial action on preview outbound records

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CIMplicity™ Desktop

Includes user features such as:•

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Streamlined interface that takes up minimal screen space, letting agents focus on other applicationsIntegration to CRM and other systems, including Salesforce and Siebel Extensive configuration options that reduce custom coding needsMake changes effective immediately without having to do a software rollout Plug-in model for any custom integration, allowing product upgrades without affecting custom code

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Configuration not CustomizationCIMplicity™ Desktop provides extensive configuration options:• Allows for aligning the softphone to the agent workflows (screen pops, reporting, integration into 3rd party systems and in-

house systems)Built-in scripting language enables powerful conditions to be created based on real-time interaction data.Configuration scopes allow for a completely different behavior and layout of the softphone by agent group or even down to the individual interaction levelConfiguration items include: attached data display, attached data manipulation, transfer fields, screen pops, database entries, webservice invocation, javascript execution, not-ready reasons, Genesys stats, auto-answer, auto-after-call-work, transfer lists (phone books), and more

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Optional Features• Statistics: define and display queue

and agent statistics based in realtimeOutbound Voice: acknowledge andmanage an outbound record aspart of a Genesys OutboundPreview, Predictive, Progressive orProactive campaignE-mail and chat: handle GenesysE-mail and chat interactionsiWD: handle Genesys iWDinteractions (e.g. work items)Salesforce Integration:

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Tool bar design that works with thestandard Salesforce User Interface as well as the Service Cloud ConsoleSupports Genesys Inbound Voice,Outbound, E-mail, Chat, iWD (for routing Salesforce Cases)Full click-to-dial supportConfigurable group options for theDesktop and SalesforceConfigurable Salesforce queries, using call and IVR data to search for objects to screen-popPre-populates Salesforce views based on incoming call and IVR data

Multiple configurable screen-pops per interaction in regular user interface and Service Cloud Console Supports creation of any Salesforce object (including custom objects) using interaction and IVR dataAttaches data to outbound call made from SalesforceOpen design that allows for customization of other featuresUtilizes Open CTI and Service CloudConsole Integration Toolkits

User Friendly Design

The CIMplicity™ Desktop user interface consists of a series of tabs that are intuitive and it takes up minimal screen real estate.

Figure 1 shows a logged-in agent with no active interaction or outbound campaign record. If the agent is not part of an outbound campaign the Next Record button will not be activated.

Figure 2 shows an agent handling an active call. Unique tabs for each interaction simplify navigation and increase the effectiveness of interaction handling. The display shows available actions based on configured functionality and the state of the call (reducing errors, confusion and training). It can be hidden at any time by the agent. Interaction tab data can be configured uniquely for different agent groups.

Figure 1. CIMplicity™ Desktop place tab

Figure 2. CIMplicity™ Desktop screen pop with attached data display

ariasolutions.com @ariasolutions

Over 500,000 agents use technology deployed by Aria Solutions to create meaningful customer engagements and provide great customer experience on voice, email, and social communication channels. With Aria’s product and services, you get more from your investment in Genesys and Salesforce: increase productivity with a rich agent console; connect your WFM system so business functions work together seamlessly; resolve issues fast with visual support applications. Aria is the #1 Genesys Gold Suite full solution partner.

Modernize your operation. Become an engagement center. Improve your customer's experience.

Aria Solutions

Head OfficeSuite 250, 525-28th St. SE

Calgary, AB T2A 6W9 Toll Free: +1 866 550 2742

Ph: +1 403 235 0227

US Corporate Office Suite 250, 825 Market St.,

Building M Allen, TX 75013

Toll Free: +1 866 550 2742

Automatically delivers Salesforcescreen pops to customer service reps or redirects focus to a specific Salesforce view for inbound calls

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