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Business Solution Brief

Genesys Genesys UC, Business Solution Brief

Introducing the Genesys Genesys UC, a comprehensive Business Solution Brief manual available for free download from 88.208.23.73:8080. Obtain invaluable insights into this revolutionary product and unlock its full potential with our comprehensive user manual. Enhance your business operations and optimize communication strategies with Genesys Genesys UC.

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Genesys UC Connect for IBM Sametime

A Business Solution Brief

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Summary of Contents for Genesys UC

Page 1: ...Genesys UC Connect for IBM Sametime A Business Solution Brief ...

Page 2: ... the presence of the IBM Sametime client on back office and branch office desktops across the enterprise as a source of avail ability for contact center interactions Reducing Total Cost of Ownership Intelligent routing of calls to a broader range of agents or employees helps to achieve better first call resolution rates which leads to higher customer loyalty and allows revenue objectives to be met...

Page 3: ...Sales The intelligent handling of accounts and leads can have an immediate impact on the bottom line of any business By linking lead generation in contact centers to sales resources outside the contact center you can use specific product or service knowledge or transfer customer contacts seamlessly to those in the field Unified Communications and the Contact Center The Promise and the Problem Gene...

Page 4: ...office and branch office workers Rather than displaying available enterprise resources to contact center agents by name Genesys software abstracts these resources identities into skill sets This prevents agents from becoming dependent on particular experts Genesys routing can then forward inquiries along with pertinent attached data call context to available experts based on business rules The use...

Page 5: ...sks Users can select the contact Business Solution Brief Genesys UC Connect for IBM Sametime page 5 center queue best suited to the customer s next task by choosing from a list that shows the approximate wait time for each queue This gives the expert and customer enough information to decide on the best course of action for the customer accept the transfer schedule a call back or call back later w...

Page 6: ...ration more dynamic Works with almost any infrastructure separates infrastructure objectives from customer service objectives Leverages back office workers during customer contact spikes Leverages expertise in the enterprise to provide domain level expertise to customers Links the customer service strategy to UC clients Benefits Saves on agent staffing in the contact center by utilizing resources ...

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