Genesys Professional Services

Miratech Genesys Professional Services Overview

Modern contact centers help companies provide optimal customer experiences that deliver consistent, seamless, and personalized experiences across all touchpoints, channels, and interactions. Today communication channels are not limited to phone calls, but also include web and mobile options. Therefore, well-built contact centers preserve context and history across these various channels. This continuity makes the overall conversation with customers smoother, and assures a desirable price-performance ratio. 
 
Genesys is the global Omnichannel Customer Service Contact & Call Center Solution leader. Genesys named a leader in the Gartner Contact Center Infrastructure Magic Quadrant.
 
Miratech has been a major partner of Genesys, a leading global provider of multi-channel customer experience and contact center solutions, since 2000. Miratech employs nearly 200 engineers who are experienced with Genesys solutions.
 
Miratech offers the following services: 
 
  • Turn-key deployment – DevOps Strategy planning and implementation assures up to 30% savings on maintenance services
  • Support&Troubleshooting – Intelligent Incident ManagementTM Smart Problem ManifestationTM brings up to 60% decrease of incident resolution time
  • Tuning – up to 30% maintenance cost (hardware) decrease
  • Operations management – reduce operational costs up to 30% compared to in-house operations
  • Integration&Customization - 100% success rate with Cost and Effort per Deliverable around 30% lower than industry average
Genesys solutions offer customers the following benefits:
 
  • Hardware-independent infrastructure
  • Wide choice of operating environments, i.e. Windows Servers, Sun Solaris, IBM AIX, HP UX, and Compaq Tru64
  • Support for various databases including MS SQL, Oracle, DB2, Informix, and Sybase
  • Support for all modern telephone protocols, including IP
  • Option to combine geographically distributed telephone stations in a single virtual contact center
  • Integration with CRM solutions from major manufacturers, including SAP, Microsoft, Oracle, Siebel, and PeopleSoft
  • Rapid return on investment
Implementation of a Genesys contact center allows customers to achieve the following outcomes: 
 
  • Increase the number of customers who receive service
  • Reduce the number of redundant questions the customer is asked
  • Reduce the average call-per-customer processing time
  • Improve the quality of customer service and increase the number of regular customers
  • Optimize the work of personnel using automated call processing, integration with a corporate customer database, and redistribution of the workload between operators
  • Increase the degree of control over operators and the customer service process
  • Reduce costs for operators and communications by up to 20%
  • Increase productivity by up to 25%
  • Reduce employee turnover by up to 35%
  • Increase revenue potential by up to 65%
Follow Contact Center page to find more information about Miratech Contact Center Services
 
To learn more about Genesys product offerings, please visit http://genesys.miratechgroup.com/