Genesys UC Connect for IBM Sametime also
integrates with an interaction preview and
auction mechanism that sends an interaction
preview to all resources in a skill pool that are
currently “Available” given their IBM Sametime
presence, and renders this preview within the
IBM Sametime client. The voice or IM
interaction itself is forwarded only when a
worker clicks “Accept.” This ensures workers are
available in real time, without requiring manual
updates to their IBM Sametime presence each
time they step away from the computer or are
busy working on important tasks.
Another way Genesys UC Connect for IBM
Sametime can help enterprise workers is to limit
the workload on any individual expert or to build
a rotating schedule for routing interactions among
an expert pool. Such steps can guard against
enterprise workers setting their display status as
“Busy” or “Away” to avoid interruptions, which
would negate the value of presence altogether.
Giving Knowledge Workers the
Capabilities to Get the Job Done
Using the expertise of back and branch office
workers can greatly improve customer service
operations. Genesys UC Connect for IBM
Sametime not only provides a way for agents to
consult with experts, but incorporates enough
functionality into the IBM Sametime client to
allow users to field, service, and track interactions
from end to end.
Once back and branch office workers have the
capability to fully service a difficult customer
issue, Genesys UC Connect for IBM Sametime
enables and supports their ability to transfer the
customer — and any remaining activities that
don’t require the expert — back to the contact
center, allowing workers to execute more
standard tasks. 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 —
which provides them with an exceptional level of
service, even though they have left the contact center.
Finally, Genesys UC Connect for IBM Sametime
provides standard Genesys reporting on all interactions,
even those that leave the contact center entirely and
are fielded solely by IBM Sametime users. Reporting,
case tracking and the ability to forward calls back
into the contact center mean that back and branch
office workers can accept full transfers from agents,
rather than requiring an agent to stay on the line.
This level of functionality also allows interactions to
be forwarded to IBM Sametime users outside the
contact center directly from the Interactive Voice
Response (IVR), rather than from agents alone.
Through this integration, Genesys UC Connect for
IBM Sametime is the only solution that uses your
IBM Sametime investment to dynamically expand
your customer service resource pool to respond to
unanticipated or seasonal traffic spikes, without
having to hire additional personnel or outsourcers.
The Bottom Line
Genesys UC Connect for IBM Sametime enables
contact centers to leverage universal employee access —
the ability to extend the resource pool to encompass any
agent or expert — to enable branch employees, back
office employees, and expert agents, regardless of their
location, to efficiently manage their time and resources.
The result is that they gain greater control of their ability
to assist with customer service, and improve first-call
resolution rates.
