Genesys IP/SIP Solution
Customer service solutions with a rigid contact centre infrastructure can’t meet evolving customer expectations in an age where one bad experience can send customers to a competitor. Traditional telephony requires extensive equipment wherever agents are located, only handles voice calls, and makes it difficult to integrate experts outside the contact centre to increase first-call resolution.
The Genesys IP/SIP solution is open, standards-based, infrastructure agnostic, and 100% software solution built on the SIP (Session Initiation Protocol) standards allows you to intelligently leverage resources across the organisation and across geographies to meet customer demand fluctuations. This IP based contact centre enables a single customer service pool that incorporates resources at remote branches, home-based and outsourced agents, and experts outside the contact centre. In addition, Genesys SIP facilitates richer customer experience with its support of multimedia interactions, including voice, video, IM/UC and Flash.
The Genesys SIP solution enables a virtual contact centre across the entire organisation, eliminates the need to duplicate equipment at each location, and overlays the existing infrastructure to minimise cost. It also allows flexible SIP migration of an organisation at one office or an agent at a time without disruption to customer service.
Advantages:
- Virtualise disparate contact centre environments, fully integrate customer service operation, and eliminate operation silos
- Enable enterprise-wide customer service by optimizing and virtualising resources beyond contact centre, improve customer experience, and lower operational cost
- Enhance first-call resolution through front- and back-office integration
- Cut cost and simplify operation management by reducing equipment at premise
- Prevent hostage by single vendor and allow companies to select best-in-class contact centre applications based on function, price, and business objectives
- Improve customer service performance, customer loyalty, and up-sale/cross-sale revenue stream
- Protect business continuity with high availability implementation and automatic disaster recovery
Features:
The Genesys IP/SIP solution integrates Genesys SIP with the intelligent routing in the Genesys Customer Interaction Management (CIM) Platform. This IP-based customer contact centre solution provides the flexibility to integrate resources as needed to meet demand fluctuations. Features of this IP based customer contact centre solution include:
- Front- and Back-Office Integration – Seamless integration of back office knowledge workers into the customer service operation increases first contact resolution, and shortens call time because they won’t need to put customers on hold while look for answers. It also eliminates the need to train agents to the expert levels.
- Multi-Sourcing - Streamlined integration of outsourced resources makes it cost-effective to supplement your own agents during peak times. Customer context is maintained during the transfer, so there’s no need to start all over with the outsourced agent.
- Branch Office Support – Employees at remote locations such as branch offices, who are already trained for face-to-face customer service can now be integrated into the central resource pool, allowing customer service to tap into a dynamic, widely-dispersed workforce to meet customer service demands.
- Home-based Agent Support – By simplifying the equipment requirements at the agents’ location, agents no longer have to be sit in large contact centres. Allowing agents to work at home lowers overhead cost, increases job satisfaction, and reduces turnover.
- Multimedia Support – Increasingly, customers want to contact customer service using multiple channels including chat, IM, and video. Integrating and unifying these channels is easy with SIP and difficult with traditional solutions.
- Improved Analytics and Real-time Customer Service Tracking — Genesys Operational Performance Management provides the information for tracking and managing the business success of the customer service operation in real time, across channels and locations. Understanding how your customer service operation impacts customers is the first step to improving those operations and the customer experience.
- Simplified Administration – SIP replaces an extensive infrastructure with software that can be centrally deployed, managed, and scaled across sites by staff located anywhere. Drag and drop remote management allows dynamic addition and removal of resources as demand changes.
- Reduced Overhead – A SIP-based contact centre saves money by allowing agents to be seamlessly added only as they are needed. It saves real estate and communications overhead by integrating all kinds of remote workers, including back-office knowledge workers, branch and field office staff, as well as home-based and outsourced agents. This virtually centralised dynamic pool of resources allows you to reduce staffing of permanent contact centre agents. It also reaps significant call charge savings in multi-site environments by SIP trunking (transporting calls over a WAN).
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