Genesys Telecommunications Laboratories announced that Vivento Customer Services GmbH (VCS) has opted to expand its customer service portfolio for enterprises, deploying Genesys Outbound Voice as a new managed customer interaction service. The extension of 750 outbound seats at 11 VCS sites marks one of the largest outbound implementations of its kind in Germany.
VCS, a 100 per cent subsidiary of the Deutsche Telekom, provides integrated and individualised customer relationship management (CRM) solutions and services, including telemarketing, sales support and business process outsourcing, to enterprises in the German speaking markets. Genesys Outbound Voice enables VCS to automate outbound contact centre functions and manage outbound telemarketing campaigns via predictive dialling.
Its independence from platforms and automatic call distributor (ACD) systems were key factors in the selection of Genesys Outbound Voice by VCS. This saves us time and costs during the implementation and also later with possible extensions, said Christoph Bill, Head of IT and Telecommunications at VCS. As a result of VCS previous, positive experiences with Genesys solutions and services, we are certain to have made the right choice .
Genesys Outbound Voice, a pure software solution that can be integrated with existing telephony systems, enables the simple management of outbound campaigns and optimises all outbound resources, including agent productivity, multi-site reporting and multi-switch support. At the same time, Genesys Outbound Voice considers and complies with legal telemarketing regulations. Other advantages include real-time monitoring, intelligent reporting and the option of including agent scripting to assist agents with outbound campaigns. Additionally, the software can automatically detect call status to ensure that agents only engage in live calls, increasing productivity.
VCS expects that predictive dialling will lead to a 50 per cent agent productivity increase over traditional manual dialling. Predictive dialling also alleviates the frustration that contact centre agents experience when manual dialling is the only option available to them.
In a typical contact centre, the personnel costs amount to 60 to 80 per cent of the overall costs, said Michael-Maria Bommer, regional vice president and managing director for Genesys in Germany. This means that companies must automate as many processes as possible and use their employees as efficiently as possible. A software technology that can provide the agents with real-time information about the customer, at any time, helps to effectively handle calls. It also reduces personnel fluctuation, while ensuring customer loyalty.
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