Transform Customer Service, Migrate to IP

In an effort to keep pace with the competition and drive customer loyalty, market leading companies are discovering that their contact center is a strategic asset.  The traditional notion of a single-channel (inbound phone) call center has been shattered and transformed into a state-of-the-art, revenue- and profit-based operation. At the same time, customers have grown to expect more from the companies they do business with; this includes fast and consistent service across a variety of communications channels: phone, e-mail, chat, SMS and even video.   

To meet these requirements, and produce increased revenue, improved customer service and cost reduction, many contact centers are moving to IP. Organizations have found that by leveraging IP they gain cost savings, better management control and the scalability to meet changing business requirements. By providing the ability to extend the contact center across sites and functions, IP also increases flexibility and efficiency. In short, there is a strong business case for IP contact center deployment to achieve efficiencies previously unattainable and capabilities that drive revenue and satisfaction.

As the world’s customer service software leader, Genesys provides a migration to IP at your own pace, regardless of the existing telephony infrastructure. Genesys provides a powerful IP contact center solution, enabling multi-channel communications, virtualized resources, and the flexibility available with a standards-based approach, allowing you to add applications in conjunction with your business needs.  The IP contact center is a key element of the Genesys Dynamic Contact Center – solutions that respond to the ever-changing dynamics of customer service and sales by orchestrating resources and contact center capabilities to align with customer needs and business objectives.

Only Genesys Provides the Flexibility to:

• Select the hardware infrastructure and contact center applications that meet needs for today and the future
• Integrate with leading IP applications for greater vendor choices, simplified upgrades and reduced maintenance costs
• Migrate to IP at your own pace while maintaining your current system functionality
• Expand service options by offering multiple communication channels including voice, e-mail, IM, chat, fax and work items
• Fully utilize customer care professionals, including experts in branch or remote offices, and home agents
• Leverage the latest interactions like IM, video and presence that transform the customer experience
• Drive greater business value for the contact center
• Provide a proven path to customer service excellence with the Dynamic Contact Center