Virtual Hold for Genesys

Virtual Hold for Genesys is an out-of-the box queue-management solution that allows customers to receive a callback at a convenient time rather than wait on hold. The solution leverages existing infrastructure and requires no agent intervention or training. The callback process is completely transparent to the agent. Virtual Hold for Genesys eliminates hold times, reduces costs and has an estimated payback period of approximately six months. Other business benefits include:

• Reduce toll costs and abandoned calls
• Reduce average speed of answer
• Achieve service-level compliance without hiring additional agents
• Integration with the Genesys Customer Interaction Management Platform enables rapid deployment and unifies administration, configuration and reporting

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Virtual Hold for Genesys provides an attractive return-on-investment to contact centers experiencing periods of high wait times. Some of the factors that contribute to the impressive ROI include reduction in hold times, increase in agent productivity, service level attainment without additional agents, and an overall increase in customer satisfaction.

ROI analysis from recent customer deployments demonstrate:

• 50% average reduction in abandoned calls
• 37% average reduction in Average Speed of Answer
• 15 second average talk time reduction during peak periods
• 10% average increase in agent productivity
• 25% average customer service level improvement

Around the globe, Genesys directs more than 100 million customer interactions every day. Genesys helps organizations achieve key business goals by optimizing customer interactions, enhancing employee performance, and improving operational efficiency.

Take a look at some of our customer success stories, recent customer press and video clips to see what we can do for you.