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Call Centre & CRM


Insurance Company. (Name withheld to protect confidentiality)

Project description:

This project is to implement the Genesys Express Multimedia Inbound & Outbound and S1/ePoint CRM Center applications based on the Company's immediate business requirements. This will provide the Company with an infrastructure that can streamline and automate the current contact center processes.

The deployment of the solution includes the following areas:

Genesys Express Multimedia Application for both Inbound & Outbound (preview)

Genesys Express Multimedia will provide integration to email and CTI capability to be integrated to the S1/ePoint CRM Center Applications. The Genesys Outbound is to be implemented in "preview mode" only to provide the required customer information on the screen before an outbound call is being initiated.

S1/ePoint CRM Centre Application

This covers the S1 CRM Sales, Marketing, Support & Research Modules for the Compnay to manage inbound and outbound calls for policy renewal.

FSBM was selected to undertake the design, development and deployment of the solution.

The implementation of the Genesys and S1/ePoint applications will provide the Company with an integrated Contact Center environment.

Technology employed:

Genesys Express Inbound & Outbound
S1/epoint CRM Center Application