Genesys, a major provider of customer service and contact center software and services, recently announced its SIP Server has been adopted by more than 300,000 customer service agents. The company proudly announced that many Fortune 100 and Global 2000 enterprises use the SIP Server to improve customer service operations.
The SIP Server allows the companies to use the customer service solution suite on an open-standard IP infrastructure that reduces costs, boosts performance, increases flexibility and improves management control. This software integrates with any SIP-enabled IP infrastructure and application to provide functionality without proprietary requirements for voice, video, flash and other communication channels.
“Customer service is constantly evolving, and because of that, agents are no longer just found in the contact center but across entire the enterprise,” said Eric Tamblyn, vice president, product marketing, Genesys (News - Alert). “Genesys SIP Server lets our customers fully embrace this change with an all-software, IT-friendly solution that significantly cuts expenses by not requiring them to rip and replace their existing infrastructure to provide exceptional customer service.”
SIP Server creates a single virtual resource pool in the contact center, back office and remote locations to meet this need. It enables the use of customer service applications such as presence, IM, voice and video to provide broad levels of customer service. The companies can also extend the contact center across the enterprise to access the best talent 24/7 and reduce customer frustration.
“Some of the most recent applications we've implemented with Genesys have been the SIP deployment in our environment,” said Jeff Camp, vice president for contact center operations of TXU, one of the companies behind the SIP Server. “Because we use outsourcers, we're trying to get as much centralized control of those environments.”
Using Genesys’ server, TXU has cut back on several resources and seen significant, long-term savings.
Edited by Braden Becker