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Resumen del manual
Faced with the constant pressure to generate revenue, manage rising traffic volume, and meet ever-increasing customer service expectations, contact centers now have a prime opportunity to embrace a breakthrough model and vision: the Dynamic Contact Center. Genesys Solutions are used by leader companies: n 10in 10 top Telecommunications n 3 in 5 top Airlines n 4 in 5 top Healthcare n 5 in 5 top Security and Insurance Genesys Suite Genesys Suite, the Genesys Customer Interaction Platform, is at the core of the solution that routes and processes interactions across your enterprise, connecting customers to the right resource – the first time. Dynamic Contact Center The Dynamic Contact Center orchestrates, in real-time, a variety of Genesys capabilities to help companies manage fluctuating contact center variables and conditions. It redefines the three parameters that drives today’s contact centers: traffic resources and outcomes in order to maximize quality and revenue performance while reducing costs. Key solution benefits Organizations that implement the Dynamic Contact Center can expect to immediately reap significant benefits within the contact center and across the enterprise: n Business and organizational benefits n Revenue and profitability n Contact center manager benefits n Customer benefits n Agent benefits Drive your competitive transformation with Alcatel-Lucent, the world’s most highly-awarded communication platform company Alcatel-Lucent helps companies lead their global competitive transformation: n Business Transformation: build lasting and profitable relationships with your customers by delivering personalized customer service n Services Transformation: empower your employees to increase their productivity and your business’ responsiveness n Network Transformation: expand your enterprise outreach by moving to an open, intelligent, secure and converged network Alcatel-Lucent OmniPCX Enterprise Communication Server: n An installed base of more than 20 million users n Serves 200,000 customers worldwide in 130 countries n References in all key industries: Finance, Education, Energy, Government, Healthcare, Hospitality, Media and Transportation Alcatel-Lucent OmniPCX Enterprise Communication Server The Alcatel-Lucent OmniPCX Enterprise is a highly scalable corporate IP telephony infrastructure (up to 100,000 users). Reliable, resilient, flexible, secure, the solution can also be integrated to NGN and IMS networks using SIP technology. Whatever your business, Alcatel-Lucent offers you the best contact center solution with features that make your agents' work much easier to do. These include: n Rich-function telephony delivered through an outstanding choice of terminals n 99.999% reliability n Media independence and networking (from TDM to IP) n Top-level security n Outstanding manageability Most significantly, Alcatel-Lucent OmniPCX Enterprise also delivers best-of-class IP capabilities: n a single IP network to reduce your infrastructure costs n move at your own pace from traditional telephony to IP, thereby protecting your investment without compromising service levels Key solution benefits n Feature rich IP telephony which evolves transparently with your scalability needs n Deployment model flexibility - IP or hybrid, centralized or distributed, hosted or CPE n Resiliency options with cost benefit optimization n The richest and most feature-robust user experience with comprehensive range of end points and network connectivity choices – SIP, IP (soft and hard), TDM, mobile (on and off site) or analog n IP application phone with Bluetooth®, unmatched XML support and full keyboard option n Unmatched security with wire speed encryption and 802.1X authentication Genesys: superior level of customer service for your company The Genesys Suite: a consistent user experience Key solution benefits n Resource optimization: creates “virtual” unified contact center to allow call load balancing within a n Faster issue resolution and improved service: select region or around the world. efficiently routes caller requests to the most qualified resource throughout the enterprise. The Genesys platform supports both traditional TDM and IP call center environments n Integrated multiple communication channels: routes interactions across voice, e-mail, chat, web and work-items. n Centralized creation, administration and management of all interactions and call center resources including real-time and historical management reporting. n Interoperability with a broad range of telecom infrastructure components: premise and network-level telecom equipment, e-mail and web servers and voice self-service units at a single site or across multiple centers. The Dynamic Contact Center: managing fluctuating contact center variables and conditions Key solution benefits n Customer centric routing Every interaction must be matched with the ideal contact center resource: the highest skilled agent, the agent that helped them previously, "vi...