The ten capabilities of a Genesys Dynamic Contact Center are:

1. Consolidation and Virtualization of Resources - Unifies disparate technologies and contact centers.

2. Proactive Contact Management - Generates campaigns for informing customers.

3. Reporting and Analytics - Brings historical and real-time views into the contact center.

4. Branch, Remote and Expert Integration - Utilizes specialized resources outside of the contact center.

5. Business Process Routing - Integrates work items from the back office into the contact center.

6. Customer-Centric Routing - Routes any interaction to the right resource regardless of location.

7. Internet and Multimedia Integration - Integrates non-voice interactions with a consistent experience and outcome.

8. Real-time Recommendation - Empowers agents by anticipating customer needs at the ideal time

9. Workforce Management and Optimization - Forecasts and schedules contact center resources.

10. Integrated Self-Service - Enables touch-tone or speech applications where customers can complete service requests.