SUBSCRIBE TO TMCnet
TMCnet - World's Largest Communications and Technology Community

CHANNEL BY TOPICS


QUICK LINKS




ZON Chooses Genesys for CRM Solution

SIP Trunking

Enterprise VoIP Featured Article

July 19, 2012

ZON Chooses Genesys for CRM Solution

By Katie Gatto
TMCnet Contributor
Share

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.


Want to learn more about the latest in communications and technology? Then be sure to attend
ITEXPO West 2012, taking place Oct. 2-5, in Austin, TX. ITEXPO (News - Alert) offers an educational program to help corporate decision makers select the right IP-based voice, video, fax and unified communications solutions to improve their operations. It's also where service providers learn how to profitably roll out the services their subscribers are clamoring for – and where resellers can learn about new growth opportunities. For more information on registering for ITEXPO click here.

Stay in touch with everything happening at ITEXPO. Follow us on Twitter.




Edited by Braden Becker


+ Return to SIP Trunking Home
Comments powered by Disqus






Technology Marketing Corporation

2 Trap Falls Road Suite 106, Shelton, CT 06484 USA
Ph: +1-203-852-6800, 800-243-6002

General comments: [email protected].
Comments about this site: [email protected].

STAY CURRENT YOUR WAY

© 2024 Technology Marketing Corporation. All rights reserved | Privacy Policy