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Portuguese multimedia company replaces its former contact center platform with the Genesys SIP Server
July 17, 2012
DALY CITY, Calif.--(BUSINESS WIRE)--Genesys, a provider of customer experience solutions, today announced that ZON Multimedia, the leading provider of Triple Play (pay TV, broadband and fixed and mobile telephony) in Portugal, has replaced its former contact center platform with the Genesys SIP Server, unifying the Company’s customer service locations for improved efficiency and reduced wait times.
ZON deployed the Genesys platform, with the integration services of Alcatel-Lucent, at eight locations, supporting 2000 agents each taking around 50,000 inbound calls in addition to email on a daily basis. These locations are 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) is used to direct calls to the appropriate queue using tone and voice -based IVR and has also allowed ZON to introduce self-service for appropriate queries.
Genesys Telecommunications Laboratories Inc.
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