Contact centers

Efficient and reliable solution

Voice biometrics

Calls recording

Agent Desktop - WebGAD

Cloud

Enterprise communication

Efficient and reliable solution

Voice and Data

Security

Video

Unified Communications

Cloud

Efficient and reliable solution

Speed

Safety

Price

Scalability

ALCASYS je špecialista na kontaktné centrá a komunikačné riešenia

Poskytujeme komplexné služby pre celý životný cyklus komunikačného projektu, analýzu, návrh, dodávku, implementáciu, prispôsobenie riešenia požiadavkám a následnú prevádzkovú podporu a servis.

Zárukou kvalitných služieb je náš tím zložený z certifikovaných špecialistov, ktorý má dlhoročné skúsenosti s nasadzovaním a integráciou komunikačných riešení.

1, 2, 3 Start . . .

Analýza

Správne pochopenie potrieb zákazníka má zásadný význam pre navrhnutie vhodného riešenia.

Vývoj a realizácia

Počas realizácie detailne testujeme dodávané riešenie, aby sme Vám poskytli optimálny produkt pre potreby Vašej firmy.

Návrh

Na základe našich skúseností môžeme pre Vás zvoliť najvhodnejšie dizajnové riešenie.

Podpora

Poskytujeme Vám servisnú podporu a vieme sa postarať o rozvoj a modernizáciu Vašeho riešenia s príchodom nových technológií a požiadaviek.

Sme partnerom popredných svetových komunikačných spoločností

Genesys

Our customers come always first

Our customers are successful Czech and Slovak companies, as well as international corporates where reliability and quality of service are crucial.

Many of them are market leaders in their area of business and we are proud that they chose ALCASYS to be their partner.

Our contact center has been running on Genesys platform with technology outsourced to ALCASYS since February 1, 2011. Transition to Genesys platform Alcatel-Lucent OXE along with the integration of WebGAD within our CRM Workflow significantly simplified operator’s work. We have achieved decrease in time necessary for request resolution, which is highly appreciated by our customers.

One of our key services is our on call customer assistance – hotline. We chose ALCASYS as a partner in the implementation of this service, who provided Genesys platform-based solution based on our requirements. On average we handle over a hundred complex customer requests every day (which triples in the period of annual closings or immediately after implementation of regulatory changes).

With the help of ALCASYS we have built a modern Contact Center for both public and our sales network. Our contact center is equipped with the state-of -the-art technology based on Genesys platform, which makes it a multi-media contact center supporting all sorts of communication channels (voice, e-mail, fax, SMS, web, voice messages). System functionalities tailored precisely to our needs allow us to maintain high level of flexibility and security, increase reachability and speed up processing of inbound interactions.

To satisfy the request for technical support team accessibility coming from one of our customers, we had to implement a contact center system in multiple locations with lowest possible impact to our current infrastructure. Therefore, we decided to use the Cloud Contact Centre service by ALCASYS, which provides us with all benefits of a contact center, such as high availability, and calls recording. Thanks to the cloud, we minimized the investment cost and now we are able to flexibly increase number of technical support agents.

Together with ALCASYS we performed technological upgrade of contact center components, as well as implementation of new services, such as outbound calls, e-mail communication, chat, and integration of a contact center with a CRM system.
One of the challenges was integration of existing infrastructure with new components so that there would be no impact on running operations. This was successfully achieved and all transition to new technology was very smooth.