Genesys Open IP Contact Center

Every day more and more contact center managers are making the move to an IP telephony system chasing cost savings, improved performance, increased flexibility and better management control. The Genesys Open IP Contact Center Solution gives you the freedom to select the hardware infrastructure and contact center applications that best meet your business needs today while future proofing your environment for tomorrow.

Open IP Provides:

• Freedom of choice to select the hardware infrastructure and contact center applications that meet your needs today and future proof your environment for tomorrow
• Integration with leading SIP-based applications giving you more vender choices, simplified upgrades and reduced maintenance costs
• Migration to an IP telephony system at your own pace while maintaining your current system functionality; no need to rip and replace
• Support for multiple customer service communication channels including voice, e-mail, and chat
• Full utilization of customer care professionals and experts in branch locations or remote offices

Leading companies worldwide choose Genesys for their IP contact center solutions. Genesys directs more than 100 million customer interactions every day helping organizations achieve key business goals by optimizing customer interactions, enhancing employee performance, and improving operational efficiency.

	CartaSi Success Story: [PDF] Find out how the leading Italian credit card-issuer saved €400,000 per year by migrating to an IP infrastructure.
	Aditro Success Story: [PDF] See how IP enabled a leading Nordic services outsourcer to cut costs, increase productivity and win new customers.
	Groupama Success Story: [PDF] Read how a global insurance firm used IP to improve customer satisfaction while reducing costs.
	Fineco Success Story: [PDF] Discover how IP allows a modern bank to increase first call resolution with routing to appropriate experts.
	KLWC Success Story: [PDF] Learn how a multi-site government agency leverages resources and customer information to increase service using IP.

Internet Protocol (IP) Telephony enables you to manage customer interactions across multiple communication channels, including email, Web, phone and more. And the more you know about it, the more you can get out of it. The following are some of the many ways IP Telephony can benefit your business:

Stop Customer Frustration	Drive Contact Center Efficiency	Accelerate Business Innovation

Stop Customer Frustration:

• Leverage open, multi-media capabilities to drive customer response choice and speed
• Extend contacts across the enterprise with branch, remote, and expert agents
• Expand pool of available talent
• Provide 24/7 contact center operations - "follow the sun"

Drive Contact Center Efficiency

• Extend contact center reach
• Overcome geographic boundaries
• Drive productivity
• Distribute the contact center into branches or with remote agents across the enterprise
• Manage remote agents easily
• Manage multiple contact centers

Accelerate Business Innovation

• Centralize management
• Increase flexibility and mobility
• Deliver flexible disaster recovery and overflow options
• Reduce costs
• Send calls over IP and bypass toll charges
• Reduce the number of leased lines
• Utilize converged network (voice and data)

Virtualization and Consolidation

With IP Telephony, network administration is greatly simplified. So, adding staff to accommodate fluctuations in call load is much easier. Remote management of agents in a virtual environment also allows changes to a single agent or agent group allocation to be made in real-time in a drag-and-drop environment without having to reprogram the switch. And small remote sites, known as nodal offices, can be brought online much faster.

Cost Reduction

IP contact center solutions enable you to cut salary, real estate and communications overhead - without compromising customer satisfaction. Agents can be brought online only when necessary, reducing salary overhead. Home-workers and nodal offices in low-cost areas help reduce real estate costs. And IP trunking (transporting calls over a WAN) enables businesses with multi-site contact center environments, especially those with overseas offices, to reap significant cost savings in call charges.

New Applications

Advances in standards, such as the Session Initiation Protocol (SIP), help realize the introduction of applications in the contact center that were once impossible or cost prohibitive in the past. These applications such as presence, IM (Instant Messaging) and Video provide higher levels of customer service and helps companies service their customers in the way they would like to communicate. This provides significant improvement in customer service levels as well as competitive differentiation.

Enhanced Customer Service

The increased flexibility and mobility provided by IP contact center solutions enable you to hire better agents and retain quality agents. The ability to extend the contact center across the enterprise coupled with 24/7 operations, provide you access to better talent anywhere and anytime. Quality agents provide better customer service avoiding customer frustration and drives productivity as call resolution is quicker.