In addition to the basic e-mail and phone call features, Genesys Desktop provides additional tools, depending on the media format that you are using:
Transferring interactions (all interactions)
Conference voice interactions (phone and chat)
Spell checking (e-mail and chat)
Auto Suggest responses (e-mail)
Notepad (all interactions except campaign)
Attached data (all interactions except campaign)
Custom data (all interactions except campaign)
Disposition Code (all interactions)
Using Contact History (all interactions except campaign)
Standard responses (all interactions except campaign, but insert is possible only for outgoing e-mail and chat)
Co-browser sessions (chat and phone)
Updating settings (change first login password, customize personal dictionary and Spelling Checker options, forward agent phoneset, and speed dial keys)
Desktop functionality (e-mail and chat, drag and drop, GUI controls)
Attachments (e-mail)
Rescheduling calls (campaign and callback)