Genesys has introduced Open Internet Protocol for Contact Centres (Open IP), an IP infrastructure support application; and the Enterprise Interaction Management System, a solution allowing for the routing of customer enquiries.
This is according to the company`s business development director for Eastern and Central Europe, Middle East and Africa, Tamil Islam.
Open IP alleviates the need to purchase individual proprietary equipment, allowing the company to focus on applications required to manage the contact centre effectively, Islam says. Furthermore, companies are not forced to migrate their entire environment to a single-vendor IP solution in order to leverage the advantages of IP, he says.
With Open IP, he says, contact centres can centralise the IP network and facilitate simpler management and maintenance.
The Enterprise Interaction Management System allows for the routing of customer enquiries between agents, branches and functional experts who may not necessarily be located within the contact centre. Based on the customer`s requirements, the system makes real-time decisions to route the enquiry to the person who can best provide assistance regardless of their location, says Islam.
The solution integrates enquiries such as letters and faxes, that may have been directed to staff at the company rather than the contact centre, into the system. This ensures that written enquiries are dealt with as speedily as calls to the contact centre, Islam says.
Related story:
Genesys extends IP product family
Share