More so than just a call centre application, Generation-e deploys the next generation in call centres- the Multimedia Contact Centre. This highly sophisticated solution enables your customers to obtain fast customer service because skill-based routing lets you find the best available agent the first time. With the power to facilitate both customer retention and acquisition, the Multimedia Contact Centre gives your business a distinct competitive edge.

Moving to an IP contact centre has helped our customers:

• Reduce initial and ongoing integration costs by up to 40 percent
• Reduce annual maintenance costs by up to 30 percent
• Increase the volume of interactions their staffs handle by more than 50 percent
• Increase customer retention up to 20 percent

A contact centre that can scale from a few to thousands of agents and delivers a range of integrated capabilities that include automated call distribution, predictive dialling, speech-enabled voice portal, web chat and collaboration, as well as management of email, flow and quality.

Who needs a Contact Centre?

Any organisation or business unit that deals with customers can leverage the benefits of a contact centre.  The interaction can be via phone call (voice), email or web chat and can be inbound or outbound.  If you talk to a customer, we can improve the performance and effectiveness of your team.

Benefits of a Contact Centre

• Increase control- IP Contact Centres let companies make call centre adjustments throughout the day.  Supervisors can apply dynamic business rules that allow them to monitor activity and performance both historically and in real time.  And you can unlock additional staff performance!  Using IP, you can nw also choose to deploy agents at home, in branch offices or in a central contact centre.  
• Maximise unified communications options- A unified contact centre is at the core of a company’s unified communications strategy. Our solutions allow companies to use traditional voice or IP communications and devices.
• Gain a competitive edge- IP Contact Centres can help balance consumer demands with the realities of a company’s bottom line. They ensure fast access to the information needed by repeat customers and provide new customers with quick access to agents. Using unified communications capabilities, they improve the productivity of agents, supervisors and administrative staff, as well as enhance customer satisfaction, maximising cross-sell and up-sell revenue opportunities. Advanced automation capabilities and speech-enabled voice self-service provide customers with a consistent contact experience and real-time access to information and services 24x7x365 via their desired channel. The solutions also allow organisations to segment customers for appropriate service prioritisation to ensure fast, well-informed interactions, facilitated by convenient screen-pops linked to your CRM.

How a contact centre works

Find out how a contact centre works in more detail.  More>>

Why is Generation-e the right company to call?

Generation-e has been building contact centre systems since 2003.  We have many customers installed all over Australia and New Zealand.

Working with IP telephony leaders such as Microsoft and 3Com, then integrating these systems with contact centre solutions from Aspect, Generation-e has the strength and breadth of expertise to ensure your migration is smooth and fault free.