Multimedia Contact Centre (Call Centre)

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.

Integrating seamlessly with your customer relationship management application, the IP Telephony solution enables integration with advanced call centre management, routing, monitoring, and recording components for more effective service activities. With computer telephony integration (CTI) and call centre management tools, your managers and supervisors are equipped with the real-time information, required to monitor performance and react immediately. Detailed reports provide historical information to measure contact centre and agent performance, to track trends, and to plan.

As a result, your call centre operators function more effectively, enabling you to reduce operating costs and to build customer loyalty in today's highly competitive world.

The Benefits of Convergence

Convergence is the bringing together of voice and data networks for directories, authentication, call control, and the integration of business workflow and processes. It is the cornerstone of the next generation organisational structure and will significantly change the way we do business.

"Choose the next architecture for convergence wisely. You will have it for most of your career." Gary Audin, 3Com.

Convergence offers exciting new opportunities for every type of business. Businesses that have invested in building converged infrastructures are reaping the rewards of these benefits:

• Lower upfront costs – with only one infrastructure to build, you can afford to do it right, making it high performance, scalable and fault tolerant
• Lower ongoing costs – only one infrastructure to support
• Lower time to restore – business is back on line quicker if there is a hiccup
• Telco charges can be reduced by running voice and data over the one secure local and wide area network
• Moves, adds & changes are simple and can be done with no technical expertise
• One common cable to each workstation for both voice and data traffic lowers the cost of expansion and the introduction of new offices
• Enhanced communications brought about by multimedia collaborative applications, unified messaging (voicemail and faxes as emails) and efficient videoconferencing improve employee productivity
• Remote offices can take advantage of centralised resources providing consistent user experience for all offices regardless of size or location
• Effective access for road-warriors and home-workers is now practical, allowing them to gain access to all office services

VoIP

Voice Over IP or IP Telephony delivers true communication benefits of increased staff productivity, stronger customer interactions, and lower costs. By delivering voice information over an Internet Protocol (IP), the phone and PC essentially function as one entity. VoIP equips businesses with voice mail, automated attendant, hunt/call groups, call detail reporting, computer telephony integration (CTI), PC-based visual voicemail/e-mail clients, and unified messaging capabilities.

VoIP provides significant benefits. It allows you to:

• View all your messages in one inbox, accessible from anywhere, making it ideal for mobile workers or remotely located call centre agents
• Link different office locations cost-effectively (especially if they are in different cities) and share receptionist resources and manage calls more efficiently.
  How to communicate easily between office locations.View Case Study>>
• Use the most cost-effective route for voice traffic, saving you money on call costs
• Record or time calls and charge customers accordingly (especially appealing to service-based businesses such as legal and accounting practices)

eChoice boosts its marketing efforts with VoIP. View Case Study>>

Telco Services

Generation-e provides a range of telecommunication services as part of its solutions architecture so that you get the fastest, most secure and cost-efficient access.

• Broadband- high performance broadband solutions help your business improve efficiencies and save money with faster access, and control over your telecommunication charges
• Private Networks- Run voice, video, and fax applications on an IP-based network to­ improve inter-site communications and business efficiencies, expand your company’s geographical reach with a mobile workforce and reduce your IT costs
• Voice- A range of options to manage and lower the cost of your phone calls

Private network gives public servants a productivity boost.
View Case Study>>

Support Services

When you have a network problem, you need to access to the right technical expertise fast. With Generation-e, comprehensive help is just a phone call away – 1300 553 088. Our engineers are knowledgeable across a range of products, vendors and technologies. Consistent help-desk and escalation processes are leveraged across all of our support offerings. >>more