Solutions / Voice Systems

Welcome to ITD
8 September 2010

Solutions / Voice Systems

Genesys (CTI)

Today, more than ever before, companies are striving to provide better service for their customers. ITD, recognizing this trend, began providing innovative solutions to improve the speed and quality of customer service at call centers. One of ITD’s customer service solutions, CTI (Computer Telephony Integration) technology, was developed specifically with the customer in mind. CTI systems integrate well with existing host/database systems and are able to operate 24 hours a day, seven days a week. CTI technology may be defined as the marriage of computer and telephone. In such environments where call volumes are high, the CTI receives information from the caller and routes the call to the most appropriate agent to handle the inquiry. Agents receive all relevant data about the caller on their screen (in the form of a ‘screen pop’) as they answer the telephone. In this way the duration of the call is reduced, as the customer does not have to explain his/her problem when the agent picks up the phone. And because the time of the call is shortened, so are costs, which directly benefits the company. In this way, CTI technology satisfies both customer and company.

ITD is the distributor of Genesys Telecommunications Laboratories, Inc., since 1996. Genesys is an independent wholly owned subsidiary of Alcatel, pioneered the field of Computer Telephony Integration (CTI) and today is the leading provider of infrastructure-independent contact center solutions for the enterprise, e-business and service provider markets.

Genesys is setting the standard for interaction management software.

Genesys Framework - The Foundation for Interaction Management
The Genesys Framework is the foundation for the Genesys suite of interaction management solutions. It consists of five functional layers which provide a common set of capabilities across Genesys Suite solutions. .

Together, these layers provide the foundation for an integrated contact center architecture which:

Enables a rapid implementation and deployment (in contrast to pieced-together systems which require component assembly)

Reduces configuration complexity

Enables a company to centrally manage solutions

Improves reliability, availability, and redundancy

GENESYS INTERNET CCONTACT SOLUTIONS

Streamlined Management of Multimedia Contact Centers
The Genesys Internet Contact solution offers companies a comprehensive solution supporting all multi-media customer communication channels including e-mail response, web forms, chat, immediate and scheduled callback and Call Through, while gaining the benefits of coordinated management and routing. Building Internet capabilities into the existing call center creates a seamless and consistent environment for all customer transactions, regardless of the communication channel. The Internet Contact solution also enables companies to review agent productivity, increase customer value by improving customer retention, and leverage existing technology investments and infrastructure.

OUTBOUND CONTACT SOLUTION

With Genesys' Outbound Contact solution you have the power to proactively and efficiently contact customers and the tools to manage the calling process to drive sales and improve customer satisfaction.

Centralized, dynamic management of calling campaigns
Outbound Contact solution allows you to generate calling lists from a company's customer database, based on specific criteria (name, area code, profile, etc.). Multiple campaigns can be run simultaneously, and campaigns can have multiple calling lists. And because the solution is tightly integrated with the Genesys Framework, administration and management of campaigns and calling lists is centralized and information is updated dynamically. Outbound Contact solution can be easily deployed across a multi-site contact center. All agents at all sites can be treated as one "virtual" pool of resources for calling campaigns. Open architecture provides flexibility for the future As your company's business needs evolve the Genesys Framework platform allows you to expand. Add-ons can include the integration of new outbound media such as e-mail and web interactions, or new routing capabilities.

WORKFORCE MANAGEMENT SOLUTION

The Genesys Workforce Management solution supports the most complex contact center environments. It provides the planning, forecasting, scheduling, and analysis tools you need to align your workforce strategy with your most critical business objectives.

Supports a multi-skill environment

Supports a multimedia environment

Enables "What If" analysis for real-time response and strategic planning

Integration with the Genesys Framework
Because Workforce Management is tightly integrated with the Genesys Framework, users can leverage their investment in the Genesys infrastructure, saving costs and reducing time to implementation. And every Genesys solution comes with our powerful reporting package. Agents and their skill sets are entered and maintained in one Genesys configuration and management application, so there is no longer a need to re-enter this information in a standalone workforce management product.

Web Services for Supervisors and Agents
The Genesys solution provides supervisors and agents with access to critical information via the Web. Contact center managers can edit agent schedules, monitor agent adherence in real time, view current statistical data, and generate reports from a Web browser linked to the contact center's Intranet site. Agents can access schedules, enter schedule preferences and request vacations through an easy to use Web browser interface.

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