Genuity Systems Limited

From its base in Dhaka, Genuity Systems Limited develops communication and banking software and also runs a call center service. Founded in 2003, the company offers its gPlex products to firms of every size and to banks. Its products run over IP networks, which is how they connect callers, agents and customer data in one system.

What the gPlex suite handles in a contact center

The gPlex platform combines call routing, a visual IVR menu, a single desktop for agents, CRM integration, wallboards, live chat, a chatbot and speech recognition. Agents work from a single desktop while the system routes calls and shows live status on wallboards. Smart IVR is the visual phone menu within that range. It lets callers choose their own route, and it sends them to agents who can handle several kinds of call. The company says it is easy to deploy and to maintain.

Phone systems for growing firms

The gTalk PBX is aimed at small, medium and large organizations that need a full-featured business phone system. Call Blaster, a separate tool, sends calls to a list in bulk. Together they cover internal telephony and outbound contact for firms that rely on the phone.

Mobile banking and custom apps

The company builds custom business apps as well as mobile banking apps. Customers of its banking apps can open an account, send money, top up a phone and settle bills, and pay by scanning QR codes. Those apps serve enterprise customers and banks, with Mutual Trust Bank selecting the Smart IVR in November 2022 as one example of its banking work.

Outsourced support and training

Genuity Systems also runs an outsourced service that handles inbound and outbound calls, tech support and general support for clients in different industries. Alongside it, the company provides IT courses taught by qualified trainers, so that its customers can build skills in the systems they use.