Account Background
Headquartered in Gurgaon (Haryana), Vertex India has two delivery centers based at Gurgaon and NOIDA, near Delhi, India. Vertex has been providing services to UK and Indian clients in financial services, utilities, telecoms, travel and leisure since 2002. Vertex India entered into a joint venture with Shell Transource Ltd, one of India’s largest integrated domestic BPO to establish a strong foothold in the domestic market. The JV offers an array of services that cover voice, non-voice and fulfillment processes to over 350 strategic locations across the country.

Consilium Software, a Unified Communications solutions company, provided Vertex Customer Services India Pvt. Ltd., with a distributed contact center platform which helped the company deliver India-wide customer service to enterprises with speed and flexibility. Vertex has realized a significant increase in productivity, reduced costs and improved customer care by deploying the cloud-based SIP contact center solution designed and implemented by Consilium Software.

Business Challenge

After understanding and mapping Vertex business requirements, Consilium introduced virtualization of business processes to deploy the platform over a private cloud. Consilium recommended Vertex, a Genesys contact center solution for inbound and outbound contact management. This solution helped Vertex to align and enhance their customer service activities with a cloud-based SIP communications server, for a distributed agent workforce and voice portal for inbound self-service.

The platform supports enterprise growth across multiple locations and also leverages existing investments through a ‘hub-and-spoke’ topology.

Solutions Deployed

Consilium deployed a Genesys SIP solution with enterprise routing, self service and outbound functions. Consilium developed UNI™ products for agent front-end reporting and custom applications that enabled Vertex to provide value addition and differentiation to their clients. Consilium’s UNI™ range of products is tightly integrated with the Genesys solution and customer back-end applications. Consilium UniAgent™, a thin-client agent desktop suite, helped Vertex reduce average call handling time (AHT) and improve first call resolution (FCR) by providing agents with ready access to call information, customer data and enterprise resources. UniAgent™ has also been integrated with a third-party IVR payment gateway, controlled by the agent and customer side for the DTMF inputs. Consilium UniInsight™ provides Business Intelligence (BI) reporting focused on outsourcer requirements, and with Consilium UniQM™ Vertex supervisors and managers can perform quality monitoring on recorded calls with advanced search capabilities. A high-availability (HA) model was also implemented at the site for 24x7 operations with zero downtime in the case of hardware or software failure. The HA architecture implies the existence of redundant applications, a primary and a backup, monitored by a Genesys management application. Backup servers and applications are ready to take over the failover and restoration methods of critical components. Genesys SIP Server’s high-availability utilizes the concept of a Virtual IP address and Network Load Balancing. SIP endpoints and gateways are configured to send all SIP messages to the SIP Server using this single Virtual IP address. This method effectively hides the switchover (and switchback) from the endpoints and gateways.

Why Choose Genesys SIP for Your Customer Service Operation?

The Genesys SIP solution greatly simplifies and reduces the cost of customer service operations by leveraging and consolidating existing contact center infrastructure, allowing the use of soft phones, enabling dynamic enterprise-wide customer service. With Genesys SIP, you can leverage the world’s leading suite of contact center software solutions on an open, standards-based IP infrastructure.

There are seven key areas where Genesys SIP can help to improve your customer service:

1)  Complete Contact Center Solution

2)  Enterprise-wide Resource Collaboration

3) Support of Multi-Site, Multi-Sourcing, and Hosted Service from the Cloud

4) Meet Multi-channel/Multi-media requirements

5) Enable Rich Customer Service Applications

6) Support for Seamless Migration

7) Support for work-from-home agents

Consilium UniAgent™ is a unified agent front-end application which combines login, data access and communication functions in a single-screen application which is easy to deploy and maintain. UniAgent™ is an agent tool which rides on top of existing infrastructure and is available in a smart-client version which combines the advantages of automatic version update and fast throughput using a hybrid of thick- and thin-client technology.

Consilium UniInsight™ is a Business Intelligence (BI) reporting product focused on management users. The goal of UniInsight™ is to provide time-starved management and managers the information and insight they need to take better and timely business decisions, and is suitable for both, "novice" and "power" users. BI tools analyze and report on the volume of data organizations collect and store, with the objective of driving better business decisions to improve the organization's performance – not just by understanding what happened, but also understanding the why behind results using key performance indicators (KPI’s.) UniInsight™ changes this with a solution that can be deployed quickly, can be delivered through a software-as-a-service deployment model (SaaS) rather than as costly and time-consuming professional services.

Consilium UniQM™ is a Quality Management tool which enables contact center supervisors to manage software-based IP voice recordings (also called logging) for quality assurance, liability recording and performance management functions. It is unique in that it allows search, retrieval and playback of agent voice recordings across multiple sites from a single, unified interface. UniQM™ search capability can be tailored to customer requirements, such as searching by the date and time of call, agent name, calling party number, final disposition of call, etc., and also customized to include scoring of agent performance.

Using the Genesys Contact Centre Solution, Vertex reduced their total cost of ownership (TCO) and made their infrastructure scalable for future expansions, projects and ventures. Vertex is now better prepared to leverage enterprise-wide resources, allowing employees to assist with customer service for rapid issue resolution and better business continuity through a more flexible, cost-effective, and multi-channel approach.