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On Demand Call Center
Are you looking to represent a new product or service and need additional capacity to take on the new business? Wish you had a way to dynamically grow your call center on demand?
With the Genesis Communications system you can take on this call volume with ease. Simply sign up and import the lead database. Answer a few simple questions and you are ready to take on the project.
Are you looking to have a Plan B in case of an outtage? Need a simple way to move your staff to an offsite location in the event of facilities issues?
With Genesis Communications, you can have the peace of mind that your staff can be relocated to another facility with instant call center technology! you can even have your staff work from home (simply requires a headset, a computer and stable broadband connection)
Call (949)276-4184 for a live demonstration and see how dynamic your call center can become!
To be contacted at your convienience, please fill out the form below, to be contacted by one of our friendly account specialists:
Hosted Call Center Platform – Overview
An effective Call Center is more than just a single location filled with agents waiting for calls. Today, Call Centers are very nimble reacting to the rapid changes to their respective markets. Call Centers have agents working from both “brick and mortar” facilities and “at home work force”. The Genesis Hosted Dialer allows you to focus on your business, rather than on the management of equipment and/or applications.
In the past, If you wanted the kind of Enterprise features such as automation and CRM integration it meant your business was required to make large upfront capital expenditures for on-premises hardware, software and even network infrastructure. Not to mention long and sometimes expensive implementation time-frames and strained IT operations before ever being able to benefit from the investment.
If you are looking to add more advanced features or don’t want to worry about technology or equipment upgrades to support your Call center application on an ongoing basis, Contact us today for a “Live Demonstration”
Performance
High Performance is achieved through redundant Tel-co Connections,Extremely robust Internet Connectivity and a Clustered Fault Tolerant Server Infrastructure. Your agents have many options to connect to our system. We offer a choice of using a dedicated Connection using private Circuits, a supported Hard Phone such as the Cisco SPA Series, or a standard broadband connection with our integrated Soft Phone, this flexibility allows you to tailor the solution to your needs / budget. Our system allows the caller to reach the appropriate agent that can answer their needs while providing the agent with information about the caller. The agent interface can be embedded in your website and the campaign script is completely customizable. The platform can support overflow from dedicated contact centers and bursting to support higher than expected call volumes during situations like advertising bursts, recalls, and emergencies.
Security
- True multi-tenancy shared environment monitored by Genesis Communications 24/7. Agents are required to login adding an additional level of security and monitoring capabilities.
- Agents Login has security features to help ensure only your agents have access to the campaigns you have assigned them to. Secure admin portal with security features and administrative rights allow only you to change your application when it’s necessary
Control
With the admin portal, available via the Internet, you can make changes to the campaigns as needed, and access real-time reporting allowing you to keep control of your call center:
- Make real-time adjustments to your campaigns, add agents, remove agents, change the script or any setting on the fly.
- Add/Delete agent user IDs providing the level of security over your application that is necessary
- Agent to Agent/Supervisor collaboration
- Silent agent monitoring (even while the agent is waiting for a call (see his exact status, as well as listen to the actual calls live!)
- CRM/transaction history storage and accessibility
- Access to recorded interactions (all campaigns can enable call recording and managers can review for compliance etc)
- Agent interaction providing on screen script, support for conference / skills or language routing, CRM is completely customizable and can integrate with many web based CRM systems
- Reporting on selected metrics, agent monitoring and reporting which gives you the information to structure your contact center and keep it operating efficiently
Flexibility
- Have a custom CRM application you want integrated with a Predictive dialer? We have integrated with many systems. if you can provide us access to your development team, a solution is quick at hand.
- Want automation of call flows? You can insert leads programatically into campaigns one at a time or in bulk.
- Complete customization of call script/ screen pop? Anything is possible with genesis.
- Have existing Voip phones you want to use? We will gladly work with you to offer configuration examples and offer support.
- Need a locked down secure environment for your agents to work on? We offer embedded systems to meet this need.
- Want your existing inbound calls to be connected to your agents? No problem, you can blend incoming calls to your DID with outbound calls. with Genesis, you are in control!
Innovation
Customer need has always driven our products features and reliability. This has led to innovation such as the ability to handle large call volumes, allow rapid deployment of agent stations but also continual upgrades to the Genesis Dialer application. Our customers demand consistent usability, clear phone calls, and great customer service, and Genesis delivers!.
Contact us today for a “Live Demonstration” info@genesiscommunications.biz or call us toll free:877.543.6747