2) Support of Branch Offices and Retail Outlets
Many businesses have trained customer service employees at
locations where they can interact face-to-face with customers.
The peak busy periods for these employees is different than
those within the contact center. By linking UC to your
customer service operation, a very dynamic and widely
dispersed customer care force becomes available to the remote
customer service operation.
For example, at banks and insurance companies, branch
employees represent a highly skilled pool of resources who are
trained to interface directly with customers. With Genesys UC
Connect for IBM Sametime, branch office workers who are
logged in to the IBM Sametime client become available
on-demand, or become overflow agents who are ready to
handle incoming interactions when contact center traffic spikes.
In both cases, calls can be overflowed from the standard contact
queue directly to branch office workers based on their IBM
Sametime presence.
3) Empowering Field 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
Genesys UC Connect for IBM Sametime allows knowledge
workers from diverse back office departments to be melded
directly into the contact center workflow on a part-time basis
without formally becoming customer service agents. This allows
for a direct connection between the customer and the enterprise
UC user, providing live customer service even when traffic spikes
cause contact center resources to be overwhelmed.
Genesys UC Connect for IBM Sametime incorporates a variety
of best practices to reduce excessive interruptions across the
enterprise. Leveraging Genesys routing ensures resources are
used uniformly and consistently.
Business Solution Brief:
Genesys UC Connect for IBM Sametime
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Figure 1: Interaction Previews show relevant customer and interaction
details within the UC Client
