Genesys UC Connect Solution
The Genesys UC Connect solution facilitates the integration of the Genesys suite and unified communications (UC) platforms, allowing the expansion of the labor pool beyond the physical contact centre, and enabling branch and back-office employees, expert agents, and other workers across the enterprise to play a vital role in the customer service operation.
With UC Connect, Genesys directly integrates its industry leading Customer Interaction Management (CIM) platform with leading UC platforms, including IBM Sametime and Microsoft Office Communications Server 2007. This breaks down the traditional barriers that, in the past, made it difficult for customer service agents to both transfer calls to back, and branch office, workers, and/or use other innovative UC capabilities such as instant messaging, to access resources and expertise located outside of the central contact centre operation.
Advantages:
- Enable a seamless hand-off from the contact centre to branch or back-office workers through a tight integration that protects infrastructure and application investments on both sides
- Maintain customer service best practices through features unique to UC Connect
- Increase efficiencies with a broader, more skilled labor pool
- Increase customer satisfaction and retention by making the best resources available to fulfill customer requests
- Realise a return on your Unified Communications investment
Features:
The Genesys UC Connect Solution integrates the Genesys Customer Interaction Management (CIM) Platform, Genesys Inbound Voice, Genesys Chat, Genesys Performance Management, the Genesys Desktop, and Genesys SDKs. It turns a standard unified communications (UC) desktop into a portal through which your customers can most efficiently reach the right resources within your organisation.
- Front and Back-office Integration. Including back-office resources in the customer service operation reduces costs, shortens call times because customers aren’t left on hold by agents searching for answers in the knowledge base, and increases first contact resolution.
- Support for Branch Offices and Retail Outlets. Linking unified communications to your customer service organisation provides a dynamic and widely dispersed customer care force to support employees during peak times at their locations.
- Field Sales Empowerment. Linking lead generation in contact centres to sales resources outside the contact centre lets a business leverage specific product or service knowledge and transfer account contacts and leads seamlessly to the field.
- Process Protects Valuable Resources. Rather than displaying available enterprise resources by name, Genesys software abstracts their identities into skill sets, so no resource is overused. Inquiries are routed along with pertinent “attached data/call context” to available experts based on business rules.
- Interaction Preview and Auction. An interaction preview is sent to all resources in a skill pool that are currently “Available.” Only when a worker clicks “Accept” does the interaction get forwarded to them. This ensures workers are available in real time and eliminates the need to manually update their unified communications presence.
- Works with almost any infrastructure. Genesys UC Connect separates infrastructure objectives from customer service objectives.
< Back To Top
Find out more
