Genesys Telecommunications Laboratories, a subsidiary of Alcatel introduced Genesys Voice Callback, a new offering that provides customers the option to receive a callback instead of waiting on hold for a customer service agent. In a recent international survey of consumers, Genesys found that 75 per cent would rather schedule a callback than hold ten minutes for an available agent. In addition to providing an enhanced customer experience, Genesys Voice Callback also aims at lowering associated telecommunications costs such as toll-free and long distance charges.
The first company to pilot Genesys Voice Callback is MTS Communications, the largest subsidiary of Manitoba Telecom Services. “At MTS, our first priority is a positive customer experience. Genesys Voice Callback is a technology that enables us to do business with customers at their convenience,” said Cheryl Barker, president and COO of MTS Communications. “Because Voice Callback is based on Genesys’ open software platform, we were able to implement the offering within our pilot environment in only one week. We plan to roll out the offering to all of our customers in the coming months.”
With Genesys Voice Callback customers can choose a callback ‘as soon as possible’ or specify a particular time that is convenient to them. At the same time, companies can prioritise customer callbacks based on pre-defined segmentation strategies. For example, ‘gold’ customers might be routed directly to an agent, while ‘silver’ and ‘bronze’ customers are put in queue for a callback. Callbacks can be centrally managed and routed to the best skilled agent across multiple sites, so companies can match resources based on customer value.
“Genesys continues to listen to our customers’ needs and deliver technology that increases end-customer satisfaction while keeping operational costs low,” said Paul Segre, Genesys chief technology officer. “Genesys Voice Callback provides a simple, cost-effective way for companies to alleviate customer frustration and provide a better overall customer service experience.”
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