Content Repository Replacement Increases Revenue, Customer Loyalty

By Karla Paris

Contact Center solution provider finds customizable and flexible enterprise content management system to handle all of the needs of a worldwide organization.

Dimension Data, the $6.7 billion global ICT services and solutions provider, announced the results of its 2015 Global Contact Center Benchmarking Report. It surveyed 901 participants covering 12 industries in 72 countries across the Americas, Asia Pacific, Australia, Middle East, Africa, and Europe.

One of the key findings from the survey was that nearly 83 percent of contact centers participating in the survey believe their current IT systems won't meet future needs, and some 33 percent said that IT doesn't meet their current needs.

In comes Genesys, a global multi-channel customer experience and contact center solution provider. In partnership with Alfresco Software, a provider of modern enterprise content management (ECM) and business process management (BPM) software, the provider replaced its previous content repository.

Creating one of the world’s first highly scalable computer telephony integration (CTI) solutions, Genesys’ earliest innovations enabled call center agents to concentrate on resolving a customer issues, not repeating questions they’ve already answered. Today, Genesys’ solutions provide maximum insight into (and control over) Contact Center operations.

Genesys’ customer experience platform and solutions aid companies in engaging with customers, across all touchpoints, channels, and interactions to deliver differentiated customer journeys, while maximizing revenue and customer loyalty.

With Alfresco, Genesys has been able to share information and documentation with its employees, partner and customers, more efficiently and at a much lower cost. Within the first year, Genesys customers have successfully downloaded more than 150,000 documents through the hybrid solution that has reached a rate of 3,500 to 4,000 documents per week.

Alfresco serves as the primary technical content versioning and storage tool for Genesys. All content is tagged and organized to improve searchability, as well as to ensure governance of critical data that is pushed to customers. Documentation is created inside the firewall, uploaded into Alfresco, and automatically synched to the cloud. Alfresco’s open architecture also enables Genesys to develop a script that provides the ability for customers to access technical content directly and anonymously via the company’s documentation website.

SOURCE: BusinessWire