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Executive Summary
In today’s world, practically all products and services are commoditized, leaving service as a key
TABLE OF CONTENTS
differentiator and making the delivery of excellent customer service an important part of your
Executive Summary...........................1 company’s strategy. Delivering excellent customer service requires an effective and efficient Contact
Center organization. However, legacy infrastructures increase the complexity and cost of service
What is a Virtual Contact
Center? ....................................................1 processes; outdated technology is not able to support the level of service today’s customers want.
Virtualizing resources across your Contact Center operations — front office, back office, and branch
What are the Business Benefits
of a Virtual Contact Center?..........2 offices, both internal and outsourced resources — allows your organization to use economies of
scale to drive efficiencies and customer satisfaction.
How to Get There — Four
Steps Toward a Virtual Contact A standardized and simplified virtual architecture will also reduce the Total Cost of Ownership of
Center.........................................................3 your Contact Center infrastructure. It supports simplification of the telephony environment through a
Conclusion................................................4 service-oriented architecture and will deliver against your enterprise architecture strategy whether
in your data center, a hosted environment, or a cloud computing strategy.
Administratiion Administratiion
Supervisors Supervisors
Control Center Control Center
Outsourcers Outsourcers
Help Center Agents Help Center
Agents
Headquarters
Headquarters
Mobile Employee
Mobile Employee
Home
Home Branch
Branch
With a virtual, common architecture, all the provisioning and maintenance tasks are performed
in a simplified and centralized architecture. This brings significant cost saving opportunities to
organizations, which no longer require a dedicated technical team to maintain the hardware-
based legacy equipment at each contact center location.
In most cases, valuing interactions based on who is calling, the interaction type, the interaction
channel (phone, Web, email), start date/time, and contact aging is sufficient to quantify your
routing solution. However, it is important to look closely at the experience of your particular
employees to ensure all relevant attributes are being considered.
Once interactions have been defined and valued, you can create a matrix of priorities that will
be the basis of your call routing solution. For practical purposes, it is useful to limit the number
of priorities to a maximum of five or six different values.
Conclusion
About Genesys For today’s customer, products and services have become commodities and the Contact Center
Genesys is a leading provider of experience has become a key differentiator in purchasing decisions. As a result, good customer
multi-channel customer experience service has become strategically important for companies. At the same time, many customer
and contact center solutions. With service professionals need to do more with less. Creating a virtual Contact Center environment
over 3,500 customers in 80 countries, allows companies to achieve both goals by increasing the efficiency of the customer service
Genesys orchestrates more than 100
organization and improving agent utilization rates, while reducing total cost of ownership.
million customer interactions every
day across the contact center and
back office. Genesys helps customers Key Takeaways
power optimal customer experiences • Increase efficiency: Make use of economies of scale to drive efficiency
that deliver consistent, seamless and
• Drive a better customer experience: Remove barriers between organizations
personalized experiences across all
and departments
touchpoints, channels and interactions.
• Reduce Total Cost of Ownership: Standardize and transform your customer
service infrastructure
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LANtelligence, Inc.
866.510.8547
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