Some companies have complex contact center environments that require more advanced technology solutions. Examples include:
Contact center environments can become even more complex through their company’s acquisition of other firms, or rapidly expanding product and services offerings.
SmartConnect has a great deal of experience at providing unified software solutions for complex contact centers environments. By unifying disparate systems together with seamless applications and reporting, a contact center can more easily achieve its business goals. IT organizations can also benefit by having one overall system to manage and operate, which can in turn reduce support costs and improve system availability.
Genesys – Portfolio of Offering
Using Genesys Customer Interaction Management software, we can integrate multiple sites, third party outsourcers, branch offices and home agents. The Genesys suite fully supports products from over 40 PBX manufacturers. This solves the problem of integrating sites with different telephony platforms, while protecting a customer’s application investments if their PBX’s change.
In addition, once the Genesys platform is in place SmartConnect’s team can provide a full range of customer interaction management applications. For example, we can create routing solutions to meet almost any need using data driven, service level, business priority, last agent, multi-site and multi-media mechanisms. Our SmartAgent agent desktop software offers soft phone controls, CRM integration and screen pop functionality to new and old back-end IT systems. A common reporting platform can provide real time, historical and other applications for inbound, outbound, multi-media and many other contact center applications.