Genesis Call Center Console

 

Genesis Intelligent Series is an all inclusive, virtualized and software-based healthcare communications suite that provides an intelligent console as well as switchboard operator and contact center services.

Genesis Intelligent Series consists of the 

 

Integration via SIP Trunks

Genesis Intelligent Series integrates with Unify OpenScape 4000 via SIP trunks. Voice calls are routed to Genesis Intelligent Series and call information is passed to the application suite using the SIP protocol, enabling call treatment based on call information and allowing calls to be presented to agents operating the Intelligent Soft Agent application.

Voice Call Processing

The Genesis Intelligent Series routes voice calls to switchboard operators and call center agents through the Intelligent Series skills-based ACD. In addition to the processing of voice calls tested with Unify OpenScape 4000, the Intelligent Series skills-based ACD has the ability to process inbound e-mails, sms text messages, web chat requests and web API requests, however the integration of these features with Unify OpenScape platforms has not been tested.

Critical Clinical Communications

Genesis Intelligent Series provides automated communications tools for critical clinical scenarios such as code blue calls, code red fire alarms, stat lab results, stat OR requests and other critical communications requirements.

Easy Configuration

The Genesis Intelligent Series suite provides scripted call and work flows; scripted code call handling; scripted messaging and dispatching; directory services; and on-call, appointment and workforce scheduling. The system can be easily administered using drag and drop tools and setup wizards.