Contact Center Solutions Featured Article

Portugal's ZON Multimedia Unifies Customer Service System with Genesys SIP Server

July 18, 2012

Genesys, a provider of customer experience solutions, announced that Genesys SIP Server has been implemented by a leading Portuguese service provider for improved query wait times and reduced operational costs.

ZON Multimedia, is a provider of Triple Play (pay TV, broadband and fixed and mobile telephony) services in Portugal. The company has reportedly replaced its former contact center platform with the Genesys SIP Server. The new unified contact center platform reportedly helped Zon to unify eight of its customer service locations resulting in improved efficiency and reduced wait times.

The solution will support nearly 2000 agents, each of whom, on an average day, has to handle about 50,000 inbound calls and e-mails. With Genesys SIP Server, these locations will be linked in a virtual contact center, with inbound calls now divided based on the specific customer requirements, rather than the location from which they are calling.

The Genesys Voice Platform (GVP) has been incorporated to direct calls to the appropriate queue using tone and voice -based IVR. GVP also allowed ZON to introduce self-service for appropriate queries.

The Genesys SIP Server has helped ZON standardize operations throughout all of the contact centers. Residing completely on the servers in a data center, the solution allows the company to roll out changes to everyone at the same time. It has reportedly made the implementation of changes ten times faster than the previous process that relied on traditional hardware-based solution.

In a news release ZON reported 30 second reduction in average inbound call handling times by using computer telephony integration (CTI) and caller identification to automatically present agents with customer details.

The use of smart routing has also reduced the number of transferred calls between queues by five percent. By moving from manual to automatic dialing, ZON is seeing cost reductions on outbound operations by an average of 50 percent.

“In the past, we had to implement these kinds of changes on each platform at each location, so it would be time consuming, complex and would probably be implemented in a slightly different way on each of the various systems we had. With Genesys SIP Server, it typically takes a tenth of the time it would have taken using a traditional hardware-based solution. It’s the same everywhere, and we can deploy to all agents in all locations at the same time,” ZON’s Customer Care Technical manager, Fernando Fonseca noted in a statement.

Last week, Genesys announced that market research firm Gartner, Inc. places the company in the Leaders Quadrant of its report, "Magic Quadrant for Contact Center Infrastructure, Worldwide" published June 27, and authored by Drew Kraus, Steve Blood and Geoff Johnson.

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Edited by Brooke Neuman