Starting point

  • Moving the voice infrastructure to Cisco VoIP requires an update to the Geneysys contact center infrastructure
  • Introduction of a new area for Claims Management requires an expansion to the contact center

Task

  • Introductory support for the renewal of the Genesys infrastructure, T-server telephony integration, conversion of the Agent Desktop to Web Application
  • Accompaniment of build process and implementation
  • T-server telephony integration
  • Conversion of the Agent Desktop to a web application

The new Genesys contact center infrastructure was added on top of the ongoing operation

Utilisation/Result

  • Provision of technical systems for optimum support for the Claims Management area with an increase in accessibility
  • Alignment of the business to the new communications structure

Facts

  • Genesys CIM
  • Cisco CUCM
  • Approx. 200 new Genesys agents
  • 150 service groups
  • Introduction time frame > 9 months

Your contact

Markus Lill, +49 (0) 7033 54884 13, m.lill@deliberate-gmbh.de