A large mortgage company relied heavily on an Internet sales vendor to deliver calls to the mortgage company's sales reps.  They believed their vendor was charging for more calls than were actually taken by their sales reps, but their lack of system-wide call reporting made it difficult to know for sure.  They also wanted to improve agent efficiency by routing calls more efficiently.

PSS deployed a Genesys inbound CTI solution with full reporting capabilities across the customer's six branch offices, giving them a comprehensive view of company-wide call volume and other statistics necessary to manage their call center operations.  The intelligent inbound call routing was integrated to the customer's existing NEC NEAX IP-PBX systems in each branch, allowing them to route inbound calls quickly and efficiently to the most qualified sales reps across multiple locations. 

For the agents PSS deployed the Genesys Desktop thin-client application, integrated to both their NEC IP-PBX systems and their home-grown CRM application.  This reduced stress and increased efficiency by giving the agents "one view" at the desktop for all of their tasks.  Combined with the Inbound CTI solution, this gave the customer a fully integrated IP-Based Virtual Contact Center spanning resources in six physical locations.