Genesys is the world’s №1 contact centre software solution company. Genesys provides a comprehensive and open product suite that allows you to tie any customer interaction and your resources together to better manage your contact center workforce, with reporting and analytic tools to help you meet your business goals. See Gartner Magic Quadrant.
The contact centre is a critical touch point between your organization and its customers, one that is full of untapped potential. A fully-integrated contact center offers the opportunity to strengthen customer interactions, increase revenue and improve call center operational efficiency.
With Genesys your contact center can finally reach its full potential and realize the vision of the Dynamic Contact Centre.
As the leading Contact Centre Solution provider in the country, Genesys have a proven record of delivery solution to all verticals and sizes.
Smart enhancements to your call centre:
Inbound call routing: Delivery of the most important customers to the most skilled agents ensures efficient use of resources and a pleasant experience for the customer.
Outbound call routing: Proactively call customers for sales and promotions. Manual dialling is slow and inaccurate – predictive dialling can substantially increase your productivity.
Interactive Voice Response (IVR): Help customers to help themselves. A well designed IVR solution can reduce staff and customer management costs whilst providing a solution that has become the expected business practice.
Speech recognition: Market leaders are now using speech recognition to give customers the ease and freedom to ‘talk’ their way to the right agent. Australian customers are extremely receptive to this new technology and enjoy the experience. Enhance your reputation and upgrade to speech recognition, it’s easier than you think to integrate with your existing systems.
Virtual Contact Centres: Link up all your customer interaction points with a single routings strategy. Treat multiple sites as one large contact centre, find staff in rural areas, balance the workload. Decrease costs as you increase customer satisfaction.
Computer-telephony integration: Do your customers ever ask you why you have to ask them again for their customer number, even though they just keyed it in? CTI makes your system and your agents look smart to your customers. The information is delivered to them by ‘screen pop’, saving about 20 seconds per transaction.
Workforce Management: Looking for an easier way to manage your call centre workforce? Want to maintain workplace rules whilst maximising agent satisfaction? We can tailor and deploy a feature-rich workforce management solution to suit your environment and priorities.
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