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Genesys (News - Alert) Telecommunications Laboratories has announced a Euro 4 million order for the Genesys Customer Interaction Management (CIM) platform from the CPP Group Plc, an international life assistance service provider.
CPP will use the CIM platform to support customers whose valuables—credit and debit cards, mobile phones, keys, and personal identities—have been lost or stolen. The CIM platform will manage inbound and outbound voice channels and support new voice self-service identities.
With the platform, CPP expects to reduce operating costs for 319,000 inbound and 120,000 outbound interactions agents manage every month. Based on open standards, CPP is able to scale up the system to develop an integrated international operation.
The implementation of computer telephony integration with screen pop and integrated voice self-service will provide CPP agents with greater visibility and management into customer data and calls, according to Genesys. This will help create a more cohesive service for customers and greater visibility among agents, as the system automatically identifies the customer before the agent verifies their identity with security questions.
CPP has seen early, promising benefits from offering multi-channel options to its customers and now plans to extend and integrate multi-channel offerngs to other areas of the business via the Genesys CIM platform.
Genesys will implement its CIM system at CPP in UK outbound and inbound voice channels and outbound telemarketing in Spain before rolling out across the rest of the group’s countries of operation.
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Spencer Chin is a contributing editor for TMCnet. To see more of his articles, please visit his columnist page.
Internet Protocol (IP) | X | | IP stands for Internet Protocol, a data-networking protocol developed throughout the 1980s. It is the established standard protocol for transmitting and receiving data
in packets over the Internet. I...more |
Computer Telephony Integration (CTI) | X | | CTI or computer telephony integration is the linking of computing systems with telephone systems. The caller is connected via telephone companies to a customer ACD-PBX. The ACD-PBX passes the teleph...more |
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