Contact Centers

 
Modern contact centers help companies provide power optimal customer experiences that deliver consistent, seamless, and personalized experiences across all touchpoints, channels, and interactions. Today communication channels are not limited to phone calls, but also include web and mobile options.  Therefore, well-built contact centers preserve context and history across these various channels. This continuity makes the overall conversation with customers smoother, and assures a desirable price-performance ratio. 
 
Miratech has been a major partner of Genesys, a leading global provider of multi-channel customer experience and contact center solutions, since 2000. Miratech employs over 100 engineers who are experienced with Genesys solutions.
 
In cooperation with Genesys, Miratech offers the following services:
 
  • Design and implementation of ready-to-use Genesys contact centers, including equipment supply, installation, and software configuration
  • Integration of Genesys contact centers with other software complexes (i.e., CRM, SFA, ERP)
  • Ongoing support and maintenance
Genesys solutions offer customers the following benefits:
 
  • Hardware-independent infrastructure
  • Wide choice of operating environments, i.e. Windows Servers, Sun Solaris, IBM AIX, HP UX, and Compaq Tru64
  • Support for various databases including MS SQL, Oracle, DB2, Informix, and Sybase
  • Support for all modern telephone protocols, including IP
  • Option to combine geographically distributed telephone stations in a single virtual contact center
  • Integration with CRM solutions from major manufacturers, including SAP, Microsoft, Oracle, Siebel, and PeopleSoft
  • Rapid ROI
Implementation of a Genesys contact center allows customers to achieve the following outcomes:
 
  • Increase the number of customers who receive service
  • Reduce the number of redundant questions the customer is asked
  • Reduce the average call-per-customer processing time
  • Improve the quality of customer service and increase the number of regular customers
  • Optimize the work of personnel using automated call processing, integration with a corporate customer database, and redistribution of the workload between operators
  • Increase the degree of control over operators and the customer service process
  • Reduce costs for operators and communications by 20 percent
  • Increase productivity by 25 percent
  • Reduce employee turnover by 35 percent
  • Increase revenue potential by 65 percent

Follow Genesys Professional Services page to see details about Miratech experience with Genesys