With the Media bar Add-In, you can seamlessly share information pertinent to voice calls, email, chat, web form between systems while fully leveraging the capabilities of both the telephony and RightNow Technologies systems. Via automatic screen pop, the Media Bar allows each contact center agent access to a customer’s detailed information in the RightNow Technologies database thus assisting with providing real-time, personalized and focused service based on the information.

The powerful functionality of this Media Bar allows seamless data exchange and messaging workflow with no coding or expensive middleware, thus reducing infrastructure costs while helping to identify your best customers and making sure they receive the consistent, quality service that will enhance loyalty.

Universal Queueing - The Universal Queue integration server allow other media such as email, chat to be integrated into Genesys. It also allows Genesys to become a blended media UQ.

Features Include:

• Supports RightNow Technologies CX and Genesys V.7.2 and above.
• Softphone Controls - Receive calls, transfer calls, initiate conference calls, hold calls
• Email Handling - Queue emails to agents depending on the agent status on Genesys Famework (3rd Party Server).
• View all RightNow records related to a call, such as contacts,incidents, etc
• Generate automatic call logs
• Click to Dial - Make calls by dialing a number in the Softphone Media Bar, choosing a number from the active workspace records.
• Rapid and economical “out of the box” integration
• Supports the passing of DNIS, ANI, CallID, collected digits
• Automates the presentation of critical customer data upon call delivery to the contact center agent

Expected Availability - 3rd Quarter, 2011

For pricing and ordering information, contact: or call 919-858-8898, Ext. 108.