Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

OK
[HIDE]

Here are some suggested Connections for you! - Log in to start networking.

MEMBER
Rory Aditya
Manager Digital Service of Retail Customer Care
8
EXECUTIVE MEMBER
M Fajri
Learning & Development Manager
199
MEMBER
Vijay s
Director
44

Case Studies : Vertex India

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.

 


About Consilium Software:
Company LogoFounded in 2007 in Singapore, Consilium Software and our Uni™ digital customer engagement platform have helped over 2,000 companies in more than 120 countries connect their employees with customers. Our choice of cloud-based and on-premise software powers 5 billion-plus interactions each year, simplifying the management of voice, video and digital channels. Our solutions go beyond omni-channel to merge the contact center and CRM, creating fluid experiences with artificial intelligence (AI), bots and Robotic Process Automation (RPA.)
Company RSS Feed   Company Twitter   Company YouTube   Company LinkedIn   Company Profile Page

About Capita:
Company LogoOutsourcing - delivering measurable benefits to our clients What we bring our customers: Inspired productive people Streamlined administration processes Effective ICT Innovation Improved customer services Supported by our extensive capabilities Comprehensive range of expertise and resources Extensive business centre network Flexible, efficient service agreements and delivery models - onshore, nearshore and offshore
Company RSS Feed   Company Facebook   Company Twitter   Company YouTube   Company LinkedIn   Company Profile Page

Today's Tip of the Day - What Type Of Relationship Do You Want?

Read today's tip or listen to it on podcast.

Published: Monday, April 25, 2011

Printer Friendly Version Printer friendly version

2024 Buyers Guide Recording

 
1.) 
Premium Listing
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.


2.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
InterDialog UCCS enables organizations to adhere to all compliances with its inbuilt call recording software and also has an option for screen recording. With centralized repository of all voice logs, its easy to maintain & retrieve all voice files and have a central control in case of multiple branches set up.
 

About us - in 60 seconds!

Join Our Team

Industry Champion Award Leaderboard

Most active award (top 10) entrants in the past 48 hours! - Vote for Others / About Program
Submit Event

Upcoming Events

The 19th AMERICAS Annual Best Practices Conferences are here! Meeting Point for the World's Best Contact Center & CX Companies Read More...
 30399 
Showing 1 - 1 of 3 items

Newsletter Registration

Please check to agree to be placed on the eNewsletter mailing list.
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total = 1
session page-view-total = 1
applicaiton blnAwardsClosed = True
session blnCompletedAwardInterestPopup = False
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =