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GSN Cloud Contact Centre: Optimise Edition

GSN’s Cloud Contact Centre platform has been packaged into three Editions, designed to match your customer service model while supporting diversity of channels and providing matching availability & service levels.


The Optimise Edition provides all the customer service essentials from GSN’S Foundation Edition, plus a suite of enhanced functionality and new media channels that have emerged in recent years.

Our other editions are:
Foundation Edition: the core essentials of every contact centre.
CX Edition: the next step up from the Optimise Edition.

Optimise Edition: Features and Functionality

The features and functionality within the Optimise Edition include all the power of the Foundation Edition, plus+

  • Integrated Self Service IVR
  • Enhanced routing including data / host look-ups and customer segmentation
  • Workforce Management suite
  • Cloud call-back, both on-demand and scheduled
  • Click-to-call and click-to-chat
  • Email Management with auto-response and suggested-response library
  • Call recordings archived to customer after 6 months
  • Up to 10% screen recording
  • IVR based customer satisfaction survey
  • Ability to ‘burst’ up to 133% of target capacity for any channel
  • Hot Standby – service is restored to second GSN PoP within 5 minutes
  • Service Level Availability of 99.99%
  • GSN will provide connectivity from GSN Cloud to customer network
  • 24 X 7 and Extended Business Hours support options

The GSN Cloud Contact Centre offering also comprises of a number of supporting products which can be purchased as stand-alone including:

  • Voice Interaction Management
  • Automated Outbound Dialler
  • Interactive Voice Response (IVR)
  • Enterprise Feedback Management