Extend Contacts Across the Enterprise

Extending the contact center across the enterprise allows you to integrate on an as-needed basis experts outside the center (who can solve customer issues) and back-office workers and remote agents (to increase coverage during peak times). 

This flexibility is critical to success, as the measure of contact center quality and efficiency has shifted from answering calls as quickly as possible to first call resolution. Yet, it is difficult and costly to achieve within a traditional contact center.

The Genesys SIP Server lets you efficiently integrate agents, branch employees and experts anytime, anywhere, regardless of their location or telephony infrastructure.  Presence technology that shows the status, location and availability of this widely dispersed talent pool lets you use these resources most effectively.

Business Benefits

Lower operational costs
Remote agents reduce infrastructure and recruitment costs and increase retention. Expand agent pools without adding real estate. Home-based agents enjoy a flexible schedule, a more equitable workload because the agent pool is larger and no commute.

Geographical flexibility
The flexibility to recruit and retain skilled agents by allowing them to work remotely also lets you extend operating hours by staffing across geographic locations and time zones.

Access to an increased distributed pool of talent
Integrate branch or back-office workers for support during peaks and emergencies, and route interactions to experts with specialized customer or product knowledge.

Improved customer service levels
It is easier to provide 24/7 follow-the-sun service during peak and off-peak periods with an appropriately skilled agent handling customer requests promptly and efficiently.