IP Communications Featured Articles
Yealink and Genesys Products Combine to Deliver Solution to Front Line Contact Center
December 05, 2012
By Rachel Ramsey, Content Director
As part of the expansion and modernization of the Front Line contact center technological platform, Genesys will integrate advanced Genesys technologies for customer service and reliable Yealink (News - Alert) devices with IP telephony support to support rapid business growth in customer service outsourcing. Front Line is a business process outsourcing services provider, serving the business-to-business (B2B) and business-to-consumer (B2C) sectors by promoting clients’ products and services.
It recently deployed Genesys (News - Alert) because it was declared the best strategic partner to deliver robust, scalable and cost-effective customer service solutions. Front Line conducts market research, offers around-the-clock support for virtual offices, performs cold-calling to potential customers and offers other business-critical components related to phone calls.
The uniqueness of this joint integrated solution is in the use of software specifically developed by Genesys for Yealink devices, providing deep integration of the phones with the Genesys software for contact center resource management. In addition to integrating their products, Yealink and Genesys have history together, as earlier this year Yealink received worldwide official recognition by Genesys.
The solution enables Front Line to collect full information about a contact center representative's work to analyze and better plan the resource allocation in a single report through the Genesys Customer Interaction Management system.
Integration of Yealink devices with the Genesys Agent Desktop enables call control from a representative's interface, while support for Genesys Geographical Redundancy Architecture reservation significantly improves the success ratio.
Installation of cost-effective Yealink SIP-T20P IP phones, supporting the transmission of audio data in HD, as well as ability to automatically configure the devices with integration of additional functionality, will enable the Front Line to reduce the infrastructure maintenance and management costs.
Yealink’s SIP-T20 IP phone is equipped with TI TITAN chipset and 2x15 characters LCD, offers 2 VoIP accounts, high-definition voice, broad range of voice codecs, security protection for privacy, rich features including headset, PoE, PnP Auto-provision and seamlessly works with the leading IP-PBXs and softswitches. It allows users to make calls in a simple, convenient and reliable manner and fully meets basic business requirements.
“This comprehensive solution based on Genesys and Yealink has already been used in our contact center: company's software has proven it to be an advantage, allowing us to efficiently solve the most complex customer call processing tasks. We are confident that thanks to integration of Genesys with Yealink devices, the contact center resource control will significantly improve," said Tatiana Irge, director general, Front Line, in a statement.
Image via Yealink
"The need for constant program complex cost of ownership reduction and, at the same time, rising customer service level expectations from an outsourced call center, set the bar high. We are pleased that the joint solution from Genesys and Yealink meets these requirements," said Oleg Saushkin, Genesys' official representative in Russia and CIS.
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Edited by Amanda Ciccatelli