Services

Integration to Genesys

Take advantage of integrating your customer service departments with the Genesys platform.

Custom development

Because every company is a different story, at ESMT Consulting we adapt to your needs.

Advice and support

Customer satisfaction is our guarantee for the future, and therefore, is our top priority.

Sustained maintenance

All of our implementations under the Genesys platform have the necessary follow-up to assure our clients that their communications are cutting-edge.

We provide services in SAP, Genesys and PMP

We have a team of consultants specialized in a wide range of functionalities of SAP solutions.

We develop communication solutions based on the Genesys platform, complete environments of Contact Center with orientation towards our clients.

We have a team of consultants specialized in project management.

Our team is highly trained in the following areas of knowledge

Extensive knowledge in the management of the Genesys Platform and Solutions (Inbound, Outbound, GVP, IWD, EServices, Social Media, Routing, Infomart, GI2, GSS, Composer, ORS, WFM, SDKs, BEP, Proactive).
Solid Knowledge and Database Management: MS SQL Server, Oracle.
Solid knowledge in Programming.
Solid knowledge in the management and maintenance of Operating Systems (Windows, Linux and Unix).
Development of Customer Service Applications (CRM).
Knowledge in Quality Systems eTalk (Recorder - Qfiniti), Witness, GIR (Genesys Interaction Recording).
Knowledge of the Altitude Suite.
Knowledge in TCP / IP and networks.
Solid experience in the area of development and application design of Audio Response Systems Periphonics (IVR).
Solid experience in the area of application support of Audio Systems answer Genesys Voice Portal (IVR).

Solid knowledge in Programming as:
- C#
- VB
- .Net
- JavaScript
- HTML
- ASPX
- Tsql
- Java (JDBC, EJB, Web Services)
- CSS
Specialists in business application development with Java SE / EE.
Extensive knowledge and solid experience in the installation, configuration and support of MediaGateway servers - AudioCode Mediant 2000. SIP and MGCP protocol management.
Extensive knowledge and solid experience in the installation, configuration and support of Signaling Gateway SS7 servers - OpenIN Base7. SIP, ISUP protocol handling.

Advantages of working with us

There are several advantages to choosing ESMT Consulting as a provider for conducting operations in the management of the Genesys Platform (CTI and GVP), these advantages are both in the technical order, as well as in the business order.

We have extensive knowledge of the environment and market in which the operation and management of the Genesys platform is developed. Additionally we add the market knowledge and the particular trends in the different countries, given that most of the projects where the team that forms ESMT Consulting, has participated, have been developed in these areas.

We are experts in all aspects that make life in the Contact Center business. ESMT Consulting, recognizes the importance of the definition of technological projects from the point of view of the business and not only from the point of view of the technology itself. For this reason, it has incorporated resources from the Genesys Platform (CTI and GVP) whose experience is the management, operation and maintenance of the Contact Centers.

Premisas

At ESMT Consulting, we work on the following premises:

The Genesys Platform projects (CTI and GVP) are technology integration projects. They are not just product implementation projects.
Clients requires trained resources that support and accompany them in the management of the operation of the Genesys Platform (CTI and GVP) installed.
Clients requires trained resources, which advise them to improve their platform, their business lines, to automate solutions, to be efficient in business processes.