Today, ZON Multimedia (News - Alert) announced they will be using the Genesys SIP Server as a replacement for their current contact center platform. The company is hoping that this move will increase customer satisfaction and reduce the wait times that customers experience when they call for service or support.
Officials at ZON seem excited by the simplicity that the new system will offer the company; "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," said Fernando Fonseca, customer care technical manager at ZON. "With Genesys (News - Alert) 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."
The software will be giving customers about 20 percent of callers in total, self service options that are designed to help speed up the process of transactions. The system will also allow for customers to not have to endure long waits, and instead be called back by the company.
The folks at Genesys seem excited about the deal as well.
"Varying systems across separate contact centers often results in inconsistent customer service experiences," said Paul Segre (News - Alert), president and CEO, Genesys. "The Genesys SIP Server provides the flexibility and scalability companies like ZON need to improve the quality of service and increase overall customer satisfaction."
Only time will tell whether or not the companies will still be happy with the arrangement in another couple of years.
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Edited by Braden Becker