{"id":895,"date":"2021-08-19T15:33:26","date_gmt":"2021-08-19T13:33:26","guid":{"rendered":"https:\/\/whatsup.advise-assurance.com\/2021\/08\/19\/genesys-the-cti-from-our-call-center\/"},"modified":"2021-09-23T17:17:50","modified_gmt":"2021-09-23T15:17:50","slug":"genesys-the-cti-from-our-call-center","status":"publish","type":"post","link":"https:\/\/whatsup.advise-assurance.com\/en\/all-posts\/news\/genesys-the-cti-from-our-call-center\/","title":{"rendered":"Genesys, the CTI from our call center"},"content":{"rendered":"&#13;\n<p class=\"has-normal-font-size wp-block-paragraph\"><p><b>To improve the productivity and communication processes in direct marketed agents, the CTI, acronym of \u201cComputer Telephony Interface\u201d, is the centerpiece of our call centers. The CTI allows the dialogue from a computer tool to a telephone device, the consultation of customer files and many other functionalities useful to the production agents and their managers.<\/b><\/p><\/p>&#13;\n&#13;\n<p class=\"wp-block-paragraph\"><p><span style=\"font-weight: 400;\">For almost a year, the calls have been made using a <strong>telephony and customer relation software Vocalcom<\/strong>. Following numerous technical problems and malfunctions, the IT teams studied the various solutions proposed by other competing service providers in order to launch <strong>a new rfp.<\/strong> After having studied its technical and financial aspects, the <strong>CTI Genesys<\/strong> has appeared as the best solution to meet the needs of production due to its performance and the functionalities it offers. The IT team then carried out a <strong>3 week test phase<\/strong>, before definitively terminating the old contract with the service provider <strong>Vocalcom<\/strong> in order to migrate call management to <strong>Genesys<\/strong>. This migration is being tested of its functions and training points to assist all users of this tool. This migration should be <strong>finalised on 1st January<\/strong> and all the team will integrate this software as soon as possible.<\/span><\/p><\/p>&#13;\n&#13;\n<ul class=\"wp-block-list\"><li><p><b>Annual budget 2021 of the CTI tool <\/b>: 160K \u20ac<\/p><\/li>&#13;\n<li><p><b>Cost of setting up : <\/b>10K \u20ac<\/p><\/li>&#13;\n<li><p><b>Cost of licences : <\/b>80K \u20ac<\/p><\/li>&#13;\n<li><p><b>Cost of communications : <\/b>70K \u20ac<\/p><\/li>&#13;\n<\/ul>&#13;\n<div class=\"wp-block-image\">&#13;\n<figure class=\"alignleft size-full is-resized\"><img data-recalc-dims=\"1\" loading=\"lazy\" decoding=\"async\" data-attachment-id=\"787\" data-permalink=\"https:\/\/whatsup.advise-assurance.com\/en\/all-posts\/news\/genesys-the-cti-from-our-call-center\/attachment\/actualites_11-2\/\" data-orig-file=\"https:\/\/i0.wp.com\/whatsup.advise-assurance.com\/wp-content\/uploads\/2021\/08\/ACTUALITES_11.png?fit=459%2C110&amp;ssl=1\" data-orig-size=\"459,110\" data-comments-opened=\"1\" data-image-meta=\"{&quot;aperture&quot;:&quot;0&quot;,&quot;credit&quot;:&quot;&quot;,&quot;camera&quot;:&quot;&quot;,&quot;caption&quot;:&quot;&quot;,&quot;created_timestamp&quot;:&quot;0&quot;,&quot;copyright&quot;:&quot;&quot;,&quot;focal_length&quot;:&quot;0&quot;,&quot;iso&quot;:&quot;0&quot;,&quot;shutter_speed&quot;:&quot;0&quot;,&quot;title&quot;:&quot;&quot;,&quot;orientation&quot;:&quot;0&quot;}\" data-image-title=\"ACTUALITES_11\" data-image-description=\"\" data-image-caption=\"\" data-large-file=\"https:\/\/i0.wp.com\/whatsup.advise-assurance.com\/wp-content\/uploads\/2021\/08\/ACTUALITES_11.png?fit=459%2C110&amp;ssl=1\" class=\"wp-image-787\" src=\"https:\/\/i0.wp.com\/whatsup.advise-assurance.com\/wp-content\/uploads\/2021\/08\/ACTUALITES_11.png?resize=373%2C89&#038;ssl=1\" alt=\"\" width=\"373\" height=\"89\" srcset=\"https:\/\/i0.wp.com\/whatsup.advise-assurance.com\/wp-content\/uploads\/2021\/08\/ACTUALITES_11.png?w=459&amp;ssl=1 459w, https:\/\/i0.wp.com\/whatsup.advise-assurance.com\/wp-content\/uploads\/2021\/08\/ACTUALITES_11.png?resize=300%2C72&amp;ssl=1 300w\" sizes=\"auto, (max-width: 373px) 100vw, 373px\" \/><\/figure><\/div>&#13;\n","protected":false},"excerpt":{"rendered":"<p>To improve the productivity and communication processes in direct marketed agents, the CTI, acronym of \u201cComputer Telephony Interface\u201d, is the centerpiece of our call centers.<\/p>\n","protected":false},"author":208989012,"featured_media":786,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_et_pb_use_builder":"","_et_pb_old_content":"","_et_gb_content_width":"","advanced_seo_description":"","jetpack_seo_html_title":"","jetpack_seo_noindex":false,"jetpack_seo_schema_type":"","_jetpack_newsletter_access":"","_jetpack_dont_email_post_to_subs":false,"_jetpack_newsletter_tier_id":0,"_jetpack_memberships_contains_paywalled_content":false,"_wpcom_ai_launchpad_first_post":false,"_jetpack_feature_clip_id":0,"_jetpack_memberships_contains_paid_content":false,"footnotes":"","jetpack_post_was_ever_published":false},"categories":[1388],"tags":[1403],"class_list":["post-895","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-news","tag-it-en"],"jetpack_featured_media_url":"https:\/\/i0.wp.com\/whatsup.advise-assurance.com\/wp-content\/uploads\/2021\/08\/ACTUALITES_10-2152733517-1629111390547-e1632744359580.jpg?fit=4376%2C2461&ssl=1","jetpack_shortlink":"https:\/\/wp.me\/pdifFO-er","jetpack_sharing_enabled":true,"amp_enabled":true,"_links":{"self":[{"href":"https:\/\/whatsup.advise-assurance.com\/en\/wp-json\/wp\/v2\/posts\/895","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/whatsup.advise-assurance.com\/en\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/whatsup.advise-assurance.com\/en\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/whatsup.advise-assurance.com\/en\/wp-json\/wp\/v2\/users\/208989012"}],"replies":[{"embeddable":true,"href":"https:\/\/whatsup.advise-assurance.com\/en\/wp-json\/wp\/v2\/comments?post=895"}],"version-history":[{"count":5,"href":"https:\/\/whatsup.advise-assurance.com\/en\/wp-json\/wp\/v2\/posts\/895\/revisions"}],"predecessor-version":[{"id":1506,"href":"https:\/\/whatsup.advise-assurance.com\/en\/wp-json\/wp\/v2\/posts\/895\/revisions\/1506"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/whatsup.advise-assurance.com\/en\/wp-json\/wp\/v2\/media\/786"}],"wp:attachment":[{"href":"https:\/\/whatsup.advise-assurance.com\/en\/wp-json\/wp\/v2\/media?parent=895"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/whatsup.advise-assurance.com\/en\/wp-json\/wp\/v2\/categories?post=895"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/whatsup.advise-assurance.com\/en\/wp-json\/wp\/v2\/tags?post=895"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}