Genesys

CTI for State Unemployment Division

The unemployment services division for a large western state wisely foresaw a looming recession and expected a sharp increase in unemployment claims.  This would put significant strain on their call center infrastructure, and they needed to expand capacity and increase efficiency so they could properly serve their constituents.

CTI Improves Utility's Call Center Agent Productivity

A utility hired PSS to design and deploy a replacement for their existing "one off" CTI solution.  They wanted a stable platform that could support their existing IVR, PBX, and back office systems today, yet be flexible enough to accommodate future contact center growth at their own pace.

CTI Overlay for a Regional Utility

You don't always have to start from scratch to deploy a CTI solution that meets your needs.  A utility in the southeast had two call center sites, each with two Nortel IVR systems and two Avaya PBX systems.  They used their Avaya Definity PBX systems for all of their call routing, but any time a call was transferred between sites the data associated with the call could not follow it.

CTI in the Mortgage Industry

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.

FlexxGate Adapts Quickly to Healthcare Provider's Nonstandard H.323 Integration

A "Top 5" health insurance provider engaged PSS to deploy IP-based Genesys IVR systems at their facilities.  The customer had a deadline to meet, and needed the systems to go live within two weeks.  The original plan was to use the customer's existing Cisco 5400 gateways to convert T1 lines and H.323 from their Avaya switches to SIP for the new IP-IVR.

PSS Partners with Genesys to Provide Applications and Support for Genesys Voice Platform 8

New York / SpeechTek – August 19, 2008 – PSS today announced it is one of the first key partners to offer voice portal solutions, applications and comprehensive support for Genesys Voice Platform (GVP) 8, introduced at SpeechTek in New York, August 18-20, 2008. GVP 8 is a major new release of the leading voice platform from Genesys