Genesys IP Transformation: Transform Customer Service, Migrate to IPFor businesses that aren’t leveraging SIP in their customer service operation, the contact center may be costing more than they realize. Existing customer service solutions based on rigid contact centers, simply can’t meet evolving customer service expectations, in an age where one bad experience can send customers to a competitor.

    Moving to a software-based SIP solution allows businesses to deliver a level of customer service that isn’t possible with traditional telephony solutions, while optimizing resources and lowering delivery costs.

    SIP normalizes your communications infrastructure, allowing for the intelligent leverage of resources across the organization. When customers interact with the right resource, problems can be solved more quickly. Enabling a customer service pool that incorporates resources at remote branches, home based agents, or outsourced agents can give a customer service operation the flexibility it needs to react dynamically to fluctuating customer demand.

    With the use of SIP customer service operations can also benefit from richer customer communication because SIP supports the blending of different media in the same interaction, Including voice, IM, and video.

    Unlike traditional telephony, Genesys SIP doesn’t require rip and replace or a disruption in customer service. It can overlay the existing infrastructure, normalizing it in a way that is transparent to customers.

    To learn more about Genesys IP Transformation in English, please visit:

    www.genesyslab.com/business_solutions/ipcc/ <http://www.genesyslab.com/business_solutions/ipcc/>

    对于在客户服务运营中未利用SIP的那些业务，联络中心的成本付出也许要超乎想象。在这样一个只要经历了糟糕的体验，客户就会转投其他竞争者的时代，现有的客户服务解决方案如果基于僵化的呼叫中心，将无法满足客户服务的预期要求。

    向基于软件的SIP解决方案升级，可以使业务提供一种传统的电话解决方案不能企及的水平，同时实现优化资源和降低递送成本。

    SIP规范了企业的通讯基础设施，智能化的协调整个企业组织资源。当客户与他们想要的资源开始互动，问题就可以迅速得到解决。将远距离分支机构，居家办公座席，或外包座席协调为一个客户服务资源库，就可以为客户服务运营提供灵活性，以应对随时发生的客户需求变动。

    使用SIP客户服务运营还能够从丰富的客户沟通信息中获利，因为SIP可以帮助你在相同的互动沟通中融合不同的媒体，比如语音，IM（即时消息）和视频不同于传统的电话技术，Gensys SIP无需淘汰、更换或中断客户服务系统。它可以覆盖在现有的基础设施，并以规范的方式对客户透明。