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Virtual Contact Centre

Offer your customers the best support

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. This and other market-leading features that you control such as universal queue, network to desktop CTI, enterprise wide management and reporting are delivered without significant up-front capital investment - all you pay are monthly fees for the service ( Please note a minimum term of 12 months applies).

Your business needs drive our solutions

Virtual Contact Centre is delivered as SAAS (Software as a Solution). Under this arrangement, Gen-i own and manage the servers and the software licenses and, as the Virtual Contact Centre service provider also provide new applications and timely upgrades to keep your Contact Centre completely up to date.
Gen-i is one of this country’s leading contact centre ICT providers, and has considerable experience with implementing and operating large-scale customer interaction solutions. Our strategic relationships with partners such as Cisco Systems, and Microsoft mean less risk, cost and time to deliver the solution you want and your customers expect.

Visible benefits for your business

Enhanced customer service means better experiences for your customers through call by call routing (including Telecom tollfree numbers), delivery of dynamic content to queued callers and screen pop caller data for your agents. Furthermore each call is routed to the person best resourced to answer the enquiry.
Universal queue for the entire enterprise – thanks to a single set of business rules, a single point of administration and a centralised database offers a single data source for reporting.
Location and channel independence - locate your agents anywhere, deploy and maintain a single network and your choice of channels, including voice, email, web, and video.
Preserves the value of existing technology investments – our Virtual Contact Centre service will integrate with many existing infrastructures, allowing you to migrate from a traditional contact centre to our IP based contact centre technology at your own pace.

Service Support

Service Resources

How it works

Technical specifications

Virtual Contact Centre applications are built on the Cisco Unified Intelligent Contact management Hosted platforms integrated with the Telecom Intelligent Network

Downloads

Key Feature Comparison Matrix (PDF / 99KB)