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 Contact Centre Services 

 

These services are all about how our clients maximise the interactions they have with their customers. Because we design, implement and support technology solutions that focus on business outcomes, we see contact centres as a key part of the modern enterprise. That’s because it is contact centres that are entrusted with interacting and enhancing the relationship between a business and its most valuable assets, its customers.

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Expert Opinion

"Customers are your most treasured asset and you need to manage your interactions with them. You also need a partner that can talk with you about your business outcomes and bring the best technology, design, integration and implementation to deliver a solution that ensures benefits and returns on investment are realised."

 

Kevin Raine
Service Line Manager

We enable your customers to be able to communicate with you in ways that suit them, from SMS to e-mail to one-on-one dialogue. To ensure these experiences are fruitful and efficient, we provide solutions that manage these interactions so that your customers connect with people who are able to help them. At the same time, we enable you to effectively manage and report on these activities.

Given what’s at stake, you need an experienced supplier who can understand your business, bring the best technology and make it work so that it delivers bottom line benefits and a healthy return on investment. Gen-i offers access to a range of technologies sourced from vendors with whom we work very closely. With this technology and our capabilities, we ensure that the potential of the business case is fully realised.

Contact Centre services 
Call and screen recording works to increase effectiveness on a number of fronts. In terms of helping your contact centre, it ensures your agents have the tools they need to continue to deliver better service.
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Today’s customers have greater and greater expectations in terms of how, when and where they interact with you. If you have high call abandonment rates, you are not only irritating your customers, you are probably missing out on business opportunities.
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We combine Skills Based Routing - making sure the person who answers the call is the one best suited to handle that interaction first time
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Create and centrally manage a virtual contact centre that supports not just today’s multimedia capabilities, but also the emerging applications of the future. Use real time call monitoring to view and centrally manage the interactions
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With customer expectations running so high now, it’s vital that your business does everything it can to improve the productivity and collaboration of your agents in order to reduce call hold times and abandoned call rates.
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The self-help opportunities represented by speech and self service technologies can enable you to increase customer satisfaction, reduce your cost to serve and provide a personalised service experience.
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TollFree Self Manage gives you the control to make the best use of your contact centre resources.
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If engaging with your customers is critical to your competitive success, Gen-i’s Virtual Contact Centre enables you to allocate incoming calls to available agents no matter where they are located and across different contact centre platforms.
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Case study

Telecom
By implementing the Toll Free Self Manage solution Telecom can track the performance of its call routing function in real time and manage call traffic
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We're all about outcomes. We just happen to use technology to bring them about. Ask us how.
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