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:

[contact-form]

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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

Tired of buying whiteboards and dealing with the cost and hassle when you decide you need a bigger whiteboard? Now you have a product that allows you to turn any smooth surface into a whiteboard. they even have color options. =)

check out the company’s site for more info:

http://www.ideapaint.com/work/ideapaint

Maybe this could actually prove useful enough to utilize the agent monitoring capabilities of our dialer.

If you want to see/read for yourself see the following link:

http://gizmodo.com/5520164/this-is-apples-next-iphone

i was reading on slashdot.com this am and noticed a post regarding the upcoming DIY kit for the Pixel Qi screen.

Those of you who have followed the “Laptop for Every Child” initiative, may know about the specifics of this screen.

Here is the excerpt from Pixel

“Epaper Screens- with Color And VideoOur first screens are 10″ diagonal screens for netbooks and ebook readers.  These screens rival the best epaper displays on the market today but in addition have video refresh and fully saturated color.  The epaper mode has 3 times the resolution of the fully saturated color mode allowing for a high resolution reading experience without sacrifice to super color fidelity for graphics.  In addition these screens can be used in sunlight.”

You may be asking what this has to do with Call Center Tech. And rightfully so.. but imagine this, sitting on a beach monitoring your call center doesnt work very well in the following schenarios:

a. If the beach has direct sunlight and you are using your trusty Netbook.

b. If your laptop is out of power because your screen brightness had to be turned up to see it clearly in an outdoor setting.

Here is where i see a possible immediate use for these screens.

My Samsung “NC10″ netbook has the right screensize for this DIY kit from Pixel, and would extend my battery life dramatically, and at the same time allow me the flexability of working in low light / bright light settings. Even on the beach..

nuff said.

Please feel free to give feedback and ask questions if you have them.

Here are some benefits of server consolidation through virtualization.

* Less power consumption

* Less power used to cool the server room (or closet)

* The ability to separate servers in they’re own environment without buying new hardware.

* The ability to move the virtual server to new hardware during maint. windows or due to hardware failure.

* Easy to backup, and recover.

During my time as an IT Consultant i have deployed several Virtualization technologies. VMWare, Microsoft Virtual Server, Microsoft Hyper-V, and Citrix XEN. The differences in functionality are there, but not enough to really provide a distinct advantage. Especially with systems that run the HyperVisor at the lowest level. such as XEN and Hyper-V. or the ESX server from VMware. Any of these may be a fit for your environment, and it comes down to what you are familiar in supporting. Being a Microsoft nut, i prefer Hyper-V. in its latest version, R2. many new features have been introduced that make it a hit with those looking to consolidate they aging farm of servers they have to support.

Here are some resources you may want to look into.

Consolidate & virtualize

http://www.microsoft.com/everybodysbusiness/en/us/projects/consolidate-virtualize.aspx

Move Over VMWare, Here Comes HyperV

http://www.sysmannews.com/(S(np33wjzv0vnhrvnyr5fyn0ay))/SearchResult/32460

http://www.perftuning.com/pdf/Oracle%2010g%20on%20Hyper-V%202008%20Paper.pdf

Citrix XenServer

Enterprise-class. Cloud-proven. Free

http://www.citrix.com/English/ps2/products/feature.asp?contentID=1686939

Citrix. Enabling the Journey to the Cloud!

http://www.vmware.com/

And for more fun, here is a project to get your hands wet with virtualization. Setup the FREE Vmware server and run MacOSX from your PC.

http://wiki.osx86project.org/wiki/index.php/Vmware_how_to

Here are some examples of how a typical call center would consolidate the farm.

Without Virtualization.

Servers:

* Domain Controller

* Terminal Server

* Database Server

* CRM/WebServer

With Virtualization:

* Single Dell Poweredge 2900 with 16gb ram, Raid 10, or Raid 50

– 4 Virtual Servers which were created with Citrix XenConvert ( a physical to Virtual tool to capture the existing environment and convert the server to a virtual hard disk.)

see: http://www.citrix.com/English/ss/downloads/details.asp?downloadId=1857892&productId=683148 for more information on XenConvert.

I have used this tool with great success with VMWARE, XEN, and Hyper-V platforms.

Well, i hope you enjoyed this post. Have a Great new year!

Michael Crabtree

CTO – Genesis Communications

Many operations have even had impacts to production due to the bandwidth used by sites like youtube.com and Pandora.com.

Genesis Communications highly recommends you look into using OpenDNS as a solution to this issue. We have successfully deployed this solution to several customers and they are very happy with the results.

I will create a WIKI page outlining the installation procedure for those interested in using this solution.

Michael Crabtree

CTO – Genesis Communications

For more information on the features and benefits of using OpenDNS, please visit the website:

http://www.opendns.com/solutions/overview/

Last night, a customer had a need. He wanted to have his openers, fill out an application (intake form) and then transfer the calls to a closer, who would review the information, onscreen, and close the deal.

with simple dropdowns, multiple choice selections and some html, this need was fullfilled. I started thinking about what is possible with our script builder and realized that many of your are not aware of the power of the script builder.

In the coming week, i will build a few sample scripts and post the screen shots here for you to view.

one other thing i thought was nice, was the use of his company logo, to create a header to the script. making it look very professional.

Have a great week

Michael Crabtree

There you will find information on installing the webphone, using it to monitor calls, and more information relating to using the dialer.

If you prefer to use a VOIP hardphone or softphone, you may continue to do so.

There are definate reasons for using both, one example would be if you have limited bandwidth, and you have a trunking box installed.

again, thank you for your patience as we rolled out the new phone, We will be releasing the multi-browser support WebPhone in the coming weeks.

This will allow the use of Mozilla Firefox, Opera, and Safari.

Michael Crabtree

CTO- Genesis Communications