Genesys Telecommunications Laboratories has announced that twenty4help , an outsourced contact centre service provider, has completed the installation of the Genesys Voice Platform into its developing contact centre network in the UK.
The voice self-service solution will enable twenty4help to offer consistent, high quality customer care for its client base which includes organisations such as Sharp, Lexmark, Sun Microsystems and BMW.
The Genesys Voice Platform integrates voice functionality with Internet technologies to create a sophisticated voice self-service solution that allows twenty4help to successfully handle 1.2 million calls and 400,000 emails every month. By providing 24/7 access to basic service functions – such as FAQs – the Voice Platform allows twenty4help to reduce its staffing costs and increase agent productivity by allowing them to focus on more complex interactions that require human involvement.
‘The Genesys Voice Platform has been central to our expanding UK operation,‘ commented Scott Collin, UK Sales Director, twenty4help. ‘Its standards-based developments and flexible deployment options helped us to grow our business quickly, demonstrated by the increase from 100 to 500 agents at our Newcastle Neadquarters in just 18 months. The flexible Genesys infrastructure means that we are able to continue our expansion with minimum disruption to our inbound services .
‘Our European operation, spanning Germany, The Netherlands, Sweden, Spain, Poland and Italy, has used Genesys solutions for many years and during this time we have experienced great success – which is why we chose Genesys solutions to power our expansion into the British market,’ concluded Scott Collin .
‘twenty4help has been a long standing Genesys customer on the continent, so it seemed like a natural progression that it continue this relationship for its British operation,‘ commented Mark Turner, Director UK and Ireland, Genesys Telecommunications. ‘twenty4help’s customers demand support services of a proven high quality, and the Genesys Voice Platform conforms to those standards, which was a major factor in selecting it for the newest British centres .’
The Genesys Voice Platform is an open, standards-based software solution that enables companies to make Web-based information available to customers over any telephone. It helps businesses leverage their Web infrastructure investments and uses VXML to extend content to the voice channel for more innovative voice applications at lower development costs.
Em Foco – Projecto