Business Solution Brief:
Genesys UC Connect for IBM Sametime
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Figure 2: Agents see groups of expert skill sets rather than
individual names.
Using Process to Protect your Most Valuable
Resources
Genesys UC Connect for IBM Sametime “subscribes” to presence
provided by IBM Sametime to determine the availability or location of
experts, and back 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 of routing
logic ensures that inclusion of highly paid information workers into the
customer service operation is both effective and sustainable.
