The software, especially designed for Yealink phones, will integrate with the contact center resource management system, based on Genesys Customer Interaction Manager.

Genesys announced that as a part of the expansion and modernization of the Front Line contact center technological platform, the company will receive a solution, integrating advanced Genesys technologies for customer service and reliable Yealink devices with IP-telephony support. The project will be carried out by CCK-consulting, Genesys partner.

The uniqueness of this joint integrated solution is in use of the software specially developed by Genesys for Yealink devices, providing deep integration of the phones with the Genesys software for a contact center resource management.

It enables to collect full information about the contact center representative’s work to analyze and better plan the resource allocation in a single report Genesys Customer Interaction Management system.

Integration of Yealink devices with Genesys Agent Desktop enables call control from a representative’s interface, while support for Genesys Geographical Redundancy Architecture reservation significantly improves the success ratio.

Installation of high cost-effective Yealink SIP-T20P IP phones, supporting the transmission of audio data in HD, as well as ability to automatically configure the devices with integration of additional functionality, will enable the Front Line to reduce the infrastructure maintenance and management costs.

“This comprehensive solution based on Genesys and Yealink has already been used in our contact center: company’s software has proven it to be an advantage, allowing us to efficiently solve the most complex customer call processing tasks. We are confident that thanks to integration of Genesys with Yealink devices, the contact center resource control will significantly improve” – says Tatiana Irge, Director General of the Front Line.

“The need for constant program complex cost of ownership reduction and, at the same time, rising customer service level expectations from an outsourced call center, set the bar high. We are pleased that the joint solution from Genesys and Yealink, meets these requirements” – said Oleg Saushkin, Genesys’ official representative in Russia and CIS.

About Genesys

Genesys is the leading provider of customer service and contact center software and services — with a 100% focus on customer experience and mission to Save the World from Bad Customer Service. With more than 2,000 customers in 80 countries, Genesys is uniquely positioned to help companies bring their people, insights and customer channels together to drive today’s new customer conversation. Genesys software directs more than 100 million interactions every day from the contact center to the back office, helping companies deliver fast, simple service and a highly personalized cross-channel customer experience. Genesys software also optimizes processes and the performance of customer-facing employees across the enterprise.

About Yealink

Founded in 2001, Yealink is a leading provider of VoIP Phone and IP communication solution. Selected by the well-known partners like T-Mobile, Telefónica , Portugal Telecom, and clients from over 140 countries, Yealink focuses on VoIP products characterized by reliable quality, easy deployment and affordable price for more than 10 years.   Yealink products have garnered awards and kudos for excellence, in nearly every product category, including the winner of 2012 Global Enterprise IP Telephony Endpoint Growth Leadership Award, ITSPA’s Best VoIP Customer Premises Equipment award, and 2011 INTERNET TELEPHONY Product of the Year Award.    In the spirit of innovation, Yealink is constantly seeking to perfect the products and services it provides to the telecom industry.