The contact center Front of Lyne is going to carry out upgrade of a technology platform

The Genesys company announced on November 21, 2012 in the press release preparation for delivery of the solution integrating modern technologies for customer service and the devices Yealink with support of the IP telephony within expansion and upgrade of a technology platform of contact center Front of Lyne. The project of delivery and integration it is necessary to execute SSK-consulting companies.

Purposes and perspectives

The uniqueness of the joint complete solution consists in use on Yealink devices of the software which is specially developed under software of Genesys and providing deep integration of telephone sets with a resource management system of contact center.

The solution allows to collect most fully information on events in work of call center operators for the analysis and more effective resource planning in a single system of the reporting of Genesys Customer Interaction Management.

Installation of the modern Yealink SIP-T20P IP phones supporting transfer of audiodata in the HD format and also possibility of automatic adjustment of devices at integration of additional functionality will allow to reduce Front of Lyne costs for maintenance and infrastructure management.

"Solutions of Genesys are already used in our contact center: software products of the company proved from the best side, allowing us to solve effectively the most complex problems of processing of calls of customers. We are sure that thanks to integration of Genesys into Yealink devices control over resources of contact center will significantly increase", – Tatyana Irge, the CEO of Front Lyne company noted.

"Need of permanent reduction in cost of ownership of a software package and at the same time high requirements of customers to the service layer of outsourcing contact center put before us a high level. We are glad that the joint solution Genesys and Yealink conforms to these requirements", – Oleg Saushkin, the official representative of Genesys in Russia and the CIS noted.