Genesys Telecommunications Laboratories Inc., an Alcatel company, has announced the selection of the Microsoft platform for the first Genesys offering developed specifically for Business Process Outsourcing (BPO) solutions.
The offering was developed with international contact centers in mind. Thanks to the new Genesys Global Communications Manager system on the Microsoft platform, outsourcers can create an open, standardized contact center infrastructure. Such an infrastructure will allow both companies and outsourcers to strengthen customer relationships, reduce telecommunications costs, and create a solid foundation for supporting contact center interactions at the highest level.
The solutions will be based on a service-oriented architecture designed to reduce the operating costs of contact centers and improve their operational efficiency. Beneficial changes will occur mainly through improved control, transparency, and quality of customer interactions, as well as increased agent productivity and closer collaboration with clients.
The main advantages of the Genesys Global Communications Manager system on the Microsoft platform include:
- a software-based, multi-tenant communication structure ensuring seamless interaction between the company and the outsourcer,
- static and dynamic allocation of voice calls to individual contact centers, ensuring interaction handling optimization and improving service levels,
- queuing of voice calls near the point of origin until optimal resources are identified,
- reduced hardware performance requirements,
- increased overall productivity rate of contact center agents,
- seamless transfer of voice calls between individual agents or companies to ensure efficient interaction,
- disaster recovery options for direct interaction routing to backup centers,
- creation of repeatable resources using standardized software.
The Global Communications Manager system will be tested for clients by iGATE Global Solutions, a company specializing in integrated operations and technology, offering its clients assistance in optimizing enterprise functions using BPO solutions. The company aims to streamline its own inbound voice call system so that calls that can be handled in the USA are handled on-site, while those that can be outsourced are routed to a specific country.