UXC Connect, an Australian ICT infrastructure solutions and services company has recently integrated call center workforce management solutions from Genesys (News - Alert).
The company has leveraged the Genesys Skills Assessor, the Genesys Workforce Management and Genesys Intelligent Workload Distribution to work as one business solution.
As part of the project, UXC Connect has partnered with leading Australian Internet provider iiNet to implement the solution into a pilot team of 250 agents located at the telco’s contact centers in Perth, Australia and Auckland, New Zealand, a press release revealed.
Starting last month and continuing for six weeks, the pilot allows tasks and knowledge tests to be automatically delivered to agents at times of low call volumes, by sending an alert advising that a task needs to be completed—all with minimum impact to contact center operations.
The integration of the Genesys call center workforce management solution has greatly assisted in delivering the updated training resources the company needed as it launched new products into the market, according to Caitriona Hayes, head of Human Resources, iiNet.
“This trial has given iiNet the capability to mobilize quickly on our latest product launch to ensure our people have all the information to provide our customers the best solutions and as always, awesome customer service,” Hayes said in a statement.
With the Genesys Skills Assessor, UXC Connect’s customized solution can determine an operator’s potential skills or knowledge gaps, providing employees with the training they need in areas which require improvement. Additionally, the Genesys Workforce Management (WFM) solution can forecast how many staff members require further training, which is then delivered to the employee at a time that will not inconvenience other employees or contact center customers.
Moreover, the Genesys Intelligent Workload Distribution (IWD) ensures the efficient delivery of consistent customer service by optimizing the routing of calls and tasks across an integrated pool of resources, ensuring increased customer time and reducing the impact of the task times for the contact center team.
“This is a great result for UXC Connect and our Strategic Partner Genesys and it demonstrates our ability to deliver innovative and industry leading solutions to our customers,” said UXC Connect, CEO Ian Poole.
“It is yet another example of our experience in developing Australian-first solutions and working with our partners to customize existing solutions to meet our customers evolving needs – in this case the value for iiNet is the complete custom integration of the contact center solutions to deliver a strong return on investment that reduces impact on workflow within the organization,” Poole concluded.
Rajani Baburajan is a contributing editor for TMCnet. To read more of Rajani's articles, please visit her columnist page.
Edited by Jamie Epstein