Customer background
Genesys,
the world’s #1 Customer Experience Platform ，empowers companies to
create exceptional omnichannel experiences, journeys and relationships.
For over 25 years, they have put the customer at the center of all they
do, and they passionately believe that great customer engagement drives
great business outcomes. From 2015, Synway collaborated with Genesys to
be specialized in providing complete call center solution to enterprises
and ISPs.
Challenges
Genesys has long
migrated its contact center to IP architecture. However, many call
centers are still depended legacy PSTN networks, including
E1/T1/Wireless/FXO/FXS interfaces. Genesys have partnered with some
brandname VoIP gateway vendors, including Avaya, Audicodes and Cisco, to
connect its call center to SIP trunking. Genesys call center business
steadily grown in size year after year. The products of those existing
VoIP gateway vendors had served its purpose very well for as number of
years, but Genesys’s distributors and partners expected to take things a
step further. They wanted the similar quality gateway while reducing
its hardware costs. Moreover, they required limited time to implement
the new interoperable gateway.
Solution
Synway
and Genesys’ partners managed to deliver a robust and better-cost
solution, which would allow Genesys to continue delivering call center
business with perfect performance and unparalleled cost advantage
.SMG2000 E1/T1 gateway series and SMG3000 carrier-grade E1/T1 gateway
series were chose to interface with Genesys’s call center system. The
new solution can meet requirements of large sized or small sized call
centers.
SMG3000 carrier-grade E1/T1 gateway was assigned
especially for telco-grade ISPs and large enterprises, it processes
signaling and multimedia in a single chassis and can deliver SIP
services into SS7, PRI, and other PSTN networks. And SMG2000 E1/T1
gateway, for SMB, converts digital PSTN message into IP formats and
secures sessions across IP and mixed network boundaries to support the
seamless delivery of services in a compact 1U form factor appliance.
Moreover,
Synway’s VoIP gateways possess highly efficient call classification
function, which is vital to improve dialing efficiency and minimize
operational cost for Genesys’s call center modules, such as high-density
OBD, predictive dialing, dialer, telemarketing and more. It helps not
only minimize dialing cost but also maximize the value of dialing (human
and network) resources. With call classification, OBD applications
could improve Genesys’s dialing efficiency by up to 60% and deliver high
satisfaction for both agents and subscribers. The solution also
includes an integrated and highly intuitive management system that gives
full control over the platform.
