As staffing costs rise and competition for customer spending increases, organizations need cost-effective tools to proactively manage the customer engagement process, improve customer service and reduce staff costs. GENBAND's contact center solutions include call center software that connects and manages customer interactions across multiple media types, originated from almost any device. Unified reports––both real and historic––give managers the information they need to optimize agent performance and protect the company’s reputation.
Customer interactions are quickly moving from phone calls to text-based conversations. GENBAND delivers call center software with new tools such as screen recording to supplement call recording, assuring efficient agent performance and maintaining complete records of every transaction. Multimedia skills-based routing and survey tools assure interactions are handled effectively. GENBAND IP contact center solutions can be deployed on premises, in a central data center or acquired as a service from GENBAND’s Nuvia Cloud.