Increasingly, enterprises are choosing to outsource non-core functions in order to realize cost savings and gain access to specialized expertise. For functions such as customer service, human resources, billing and payroll, outsourcing is common practice and service providers are now preparing for the next wave of growth, which involves managing a client's business processes from end-to-end on a global scale. Critical to this strategy is the need for intelligent infrastructure and services that support real-time interactions between the enterprise, outsourcers and consumers. Outsourcers who make the smartest technology investments are best equipped to take advantage of these growth opportunities.
Genesys is the established market leader in delivering comprehensive and technically innovative contact center solutions to the enterprise.
Outsourcing industry leaders answer the call with Genesys.
| Genesys outsourcing customers: (partial list) |
|---|
| CIC Korea
| Echopass
| Excellent e-Service |
| Helpmagic
| Lightbridge
| Salesforce Australia |
| Sento
| Spherix
| twenty4help |
| Yell Group
| Aditro
| |
See how Genesys has helped other outsourcing customers
Genesys understands the need for today's outsourcers to differentiate themselves through an integrated customer service approach:
- Outsourcers are facing increased competition, and to win business they must offer enterprises contact center solutions that map to each company's business strategy or goals.
- Staff turnover is high among contact center workers, and even higher among outsourced contact centers. Outsourcers must utilize a variety of staffing tools to overcome this drawback.
- Outsourcers face seasonal fluctuations in the demand for contact center services, creating the need to scale operations up and down.
Download Outsourcing Industry Brief for more information
As a critical touch point between you and your customer, the contact center has the potential to enhance the customer experience in order to retain existing customers, entice new ones, and successfully cross-sell additional services. An integrated contact center software solution can provide the following opportunities to outsourcers:
- Increase agent utilization rates and reduced costs through the creation of virtual contact centers that unify dispersed agent resources across time zones and geographies
- Improve agent productivity through, Genesys inbound-outbound call blending. Call blending can prevent agent downtime during lulls in inbound calls by seamlessly introducing outbound calling
- Integrate with existing customer relationship management (CRM) and other systems with an open architecture, which can link to any platform and save clients money by avoiding new infrastructure purchases
- Reduce handling times of inbound calls and associated costs. CTI enabled interactive voice response (IVR) can collect customer data and place their information in front of an agent.
See how Genesys has helped other outsourcers
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