Vivento Customer Services Expands Managed Services Portfolio with Genesys Outbound Voice

SAN FRANCISCO - Vivento Customer Services GmbH (VCS) has opted to expand its customer service portfolio for enterprises, deploying Genesys Outbound Voice as a new managed customer interaction service. The extension is 750 outbound seats at 11 VCS sites in Germany.

VCS, a 100 percent subsidiary of the Deutsche Telekom, provides integrated and individualized customer relationship management (CRM) solutions and services, including telemarketing, sales support and business process outsourcing, to enterprises in the German speaking markets. Genesys Outbound Voice enables VCS to automate outbound contact center functions and manage outbound telemarketing campaigns via predictive dialing.

During test processes performed throughout the corporation on different dialer platforms, Genesys Outbound Voice integrated with the existing VCS technology. 

"Its independence from platforms and automatic call distributor (ACD) systems were key factors in the selection of Genesys Outbound Voice by VCS. This saves us time and costs during the implementation and also later with possible extensions," said Christoph Bill, head of IT and telecommunications at VCS. "As a result of VCS' previous, positive experiences with existing Genesys solutions and services, we are certain to have made the right choice."

Genesys Outbound Voice, a software solution that can be integrated with existing telephony systems, enables the management of outbound campaigns and optimizes outbound resources, including agent productivity, multi-site reporting and multi-switch support. At the same time, Genesys Outbound Voice considers and complies with legal telemarketing regulations. Other advantages include monitoring, reporting and the option of including agent scripting to assist agents with outbound campaigns. Additionally, the software can detect call status to ensure that agents only engage in 'live' calls.

VCS, T-Systems and Genesys worked together to integrate three VCS sites and implement the new solution in four months. The subsequent roll-out at other sites was completed within three business days for each site, and specific changes to the graphical user interface (GUI) and reporting were carried out as well.