This white paper provides insights on the key attributes of SIP for customer service; how businesses can prosper with adoption of SIP; and flexible deployment strategies for migrating from TDM to VoIP. In addition, this paper will look at the available software, including relatively new arrivals such as unified communications, which can enhance a distributed customer sales and service strategy. Learn more today!
A Solution White Paper
Genesys SIP -
Empowering Enterprise-wide
Customer Service
February 2009A Solution White Paper: Genesys SIP - Empowering Enterprise-wide Customer Service
Table of Contents
3 Executive Summary
3 Customer Service in Evolution The Role of SIP in Unlocking New Potential in Customer Service Virtualization Presence The Phases of IP Migration and Adoption
8 SIP -? Enabling IP Customer Service Transformation
9 Unified Communications and Collaborations Improve
the Customer Experience
9 Genesys SIP ?- Supporting a Unified Customer Service Operation
11 Deploying Customer-Winning Services for Business Success
15 ConclusionA Solution White Paper: Genesys SIP - Empowering Enterprise-wide Customer Service 3 of 16
Executive Summary In order to win customer loyalty, organizations need to continually improve their customer service operations and be more cost effective. The bottom line is that customer retention, cost control, and business continuity are vital to business success, particularly in a competitive market.
In the contact center, voice over IP (VoIP) as enabled by the SIP (Session Initial Protocol) standard unlocks the constraints of traditional solutions to fundamentally alter the way organizations across industries can deliver customer service, offer new and better ways of providing sales and service, and expand options for creating better customer relationships.
With SIP-enabled VoIP solutions, contact centers are empowered to drive greater business value by providing the foundation for virtualized agent resources, improved agent productivity, reduced operations and infrastructure costs, and optimized customer experiences. In addition, companies are able to enhance their competitive advantage by offering customer-oriented applications on top of SIP-enabled VoIP architecture.
This white paper provides insights on the key attributes of SIP for customer service; how businesses can prosper with adoption of SIP; and flexible deployment strategies for migrating from TDM to VoIP. In addition, this paper will look at the available software, including relatively new arrivals such as unified communications, which can enhance a distributed customer sales and service strategy.
Customer Service in Evolution The global economy has seen more and more products and services introduced into the marketplace. Demand for consumer attention is higher than ever, and yet consumers are already bombarded with all types of advertisements, promotions, and marketing campaigns. As a result, advertizing alone, no matter how revolutionary, isn't enough by itself to create a consistent and reliable revenue stream.
In order to meet revenue goals, enterprises must use the power of customer loyalty to turn their first time customers into company advocates. Therefore, companies must address their customer service performance in order to generate brand recognition, competitive differentiation, customer acquisition, and customer retention.
Due in part to the historical limitations of technology, many organizations approached customer service and sales by implementing a contact center. This specialized communications department began, in many cases, as a cost center with strong emphasis on cost control and little awareness of how the sales or service levels impact customer relationships and, ultimately, the bottom line. This method of customer communication, which began in earnest about 35 years ago with the creation of the ACD (automatic call distributor), is beginning to change dramatically as many companies recognize that customer A Solution White Paper: Genesys SIP - Empowering Enterprise-wide Customer Service 4 of 16
service is a key strategic link for business growth. It doesn't hurt that technology and software advances have reached a point where more effective options are available and cost significantly less than traditional contact center solutions.
While awareness of the importance of providing an excellent customer experience is now on the rise, companies must still provide that experience at a reasonable cost to the business. For a business to successfully meet this goal, it must provide quality service that is convenient, responsive, personalized, and effective. SIP technology can help deliver customer service with these attributes,... [download for more]
