World VoIP NewsPortuguese enterprise ZON implements Genesys VoIP platforms
Portuguese enterprise ZON implements Genesys VoIP platforms
Company Genesys, one of the leading European providers of telecommunications and computing solutions, has announced that enterprise ZON Multimedia, prominent industry player in segment of the Triple Play concept (cable TV, VoIP and wired telephony) in Portugal, has changed its obsolete contact center platform by deployment of the Genesys SIP Server, creating the Unified Communications solution for better Company's customer services, good efficiency and minimised waiting times.
ZON implemented the Genesys platform, by means of integrating Alcatel-Lucent solutions, at several locations, attached with the more than 2000 agents seats per location, every site handling around 50,000 incoming calls and countless emails per working day. These destinations are conjoined in a cloud contact center, with incoming phone calls divided in accordance with the particular customer requirements, instead of the location they are calling from. Specific Genesys’s Voice Platform (GVP) is implemented to reroute calls to a relevant queue utilizing tone and voice IVRs and has also enabled ZON to deploy self-service for some kinds of queries. Having introduced Genesys SIP Server, ZON acquires its target of unified operations across all contact centers network . This enables the Company to deliver changes to each client simultaneously because the solution is based totally on the servers in a data center and not on hardware at the contact centers. Therefore it takes a fraction of the time compared with the previous practise, to implement dynamic alteration or re-alignment. ZON has figured out a 30 second time-cut in average inbound call processing by means of computer telephony integration (CTI) and active caller ID for automated personal details delivery to agents. The use of intelligent routing has also minimized the common amount of transferred calls between particular queues by five percent. Contac centers agents are now automatically provide with inbound calls at periods of maximum activities on-line, with idle times used to manage second priority outbound campaigns. By shifting from manual to automatic processes, ZON is figuring out cost cuts on outbound campaigns by almost of 50 percent. For example, a 'Welcome Call' initiative for new clients now costs twice as less compared what it was before the Genesys platform deployment. In the framework of the Genesys project, ZON becomes capable to conveniently improve common interactions with customers. The collaborating of the CRM and IVR, almost third part of callers are ensured with self-service procedures, and these indicators are continuously growing. Finally, when new regulations in Portugal obliged enterprises to return calls to clients waiting more than one minute, ZON was capable to align its Genesys platform for half the cost a classical system would have spent. ZON has launched a technical taxonomy based on mirroring its Genesys deployment within two data centers in two cities. Every data center is capable to manage nearly 75 percent of the workload. So, it means, if one data center gets in outage, or there is a problem with the network, the second one will keep calls processing. The Genesys SIP Server supports this transition without the agents in the differentiated physical contact centers keeping in mind the switch and subsequently disrupting their daily operations.
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