Overview
The Contact Center service provides automated contact distribution of incoming telephone calls and other types of contacts (e.g., email) to a specific group of people (agents) responsible for answering those inbound telephone calls or responding to other types of contacts. Contact Center systems are used by organizations that handle telephone calls from callers who generally do not need to talk to a specific person but want to talk to any qualified agent able to assist them quickly.
During Fiscal Year 2022, the Contact Center service will transition from the Genesys CIC platform to the cloud-based NICE CXone platform. More details are available on the Migration Resources page linked below in the Additional Information and Resources section.
Benefits
- Call routing can be used to more efficiently manage staff resources
- Reports can be generated that provide data to answer questions like:
- When do we receive the most calls?
- How long are callers waiting in call queues?
- What are the types and volume of contacts we receive?
- Supervisory tools provide support for coaching of agents
Who Can Benefit from This Service
Organizations with contact centers and their clients