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Genesys IP Transformation: Transform Customer Service, Migrate to IPFor businesses that aren’t leveraging SIP in their customer service operation, the contact center may be costing more than they realize. Existing customer service solutions based on rigid contact centers, simply can’t meet evolving customer service expectations, in an age where one bad experience can send customers to a competitor.

    Moving to a software-based SIP solution allows businesses to deliver a level of customer service that isn’t possible with traditional telephony solutions, while optimizing resources and lowering delivery costs.

    SIP normalizes your communications infrastructure, allowing for the intelligent leverage of resources across the organization. When customers interact with the right resource, problems can be solved more quickly. Enabling a customer service pool that incorporates resources at remote branches, home based agents, or outsourced agents can give a customer service operation the flexibility it needs to react dynamically to fluctuating customer demand.

    With the use of SIP customer service operations can also benefit from richer customer communication because SIP supports the blending of different media in the same interaction, Including voice, IM, and video.

    Unlike traditional telephony, Genesys SIP doesn’t require rip and replace or a disruption in customer service. It can overlay the existing infrastructure, normalizing it in a way that is transparent to customers.

    To learn more about Genesys IP Transformation in English, please visit:

    www.genesyslab.com/business_solutions/ipcc/ <http://www.genesyslab.com/business_solutions/ipcc/>

    對于在客戶服務運營中未利用SIP的那些業(yè)務，聯(lián)絡中心的成本付出也許要超乎想象。在這樣一個只要經歷了糟糕的體驗，客戶就會轉投其他競爭者的時代，現有的客戶服務解決方案如果基于僵化的呼叫中心，將無法滿足客戶服務的預期要求。

    向基于軟件的SIP解決方案升級，可以使業(yè)務提供一種傳統(tǒng)的電話解決方案不能企及的水平，同時實現優(yōu)化資源和降低遞送成本。

    SIP規(guī)范了企業(yè)的通訊基礎設施，智能化的協(xié)調整個企業(yè)組織資源。當客戶與他們想要的資源開始互動，問題就可以迅速得到解決。將遠距離分支機構，居家辦公座席，或外包座席協(xié)調為一個客戶服務資源庫，就可以為客戶服務運營提供靈活性，以應對隨時發(fā)生的客戶需求變動。

    使用SIP客戶服務運營還能夠從豐富的客戶溝通信息中獲利，因為SIP可以幫助你在相同的互動溝通中融合不同的媒體，比如語音，IM（即時消息）和視頻不同于傳統(tǒng)的電話技術，Gensys SIP無需淘汰、更換或中斷客戶服務系統(tǒng)。它可以覆蓋在現有的基礎設施，并以規(guī)范的方式對客戶透明。