International business process outsourcing (BPO) and customer management outsourcing (CMO) company, Vertex Customer Services India (Vertex), has turned to Consilium for a distributed SIP call center platform.

This new integration is expected to help Vertex to deliver customer services to enterprises throughout India with both speed and flexibility. Vertex has reportedly already realized a significant increase in productivity, a reduction in costs and improved customer care as a result of this call center deployment.

Once Consilium had conducted a complete site assessment for Vertex, the company recommended the implementation of a Genesys call center solution to manage inbound and outbound calls. Vertex operates a distributed agent workforce and supports a voice portal to drive inbound self-service options. With this solution in place, Vertex was better able to align and enhance customer service activities with the cloud-based SIP communication server.

Consilium’s UNI line of products tightly integrate with Genesys call center solutions and customer backend applications. With the UniAgent from Consilium, Vertex was able to leverage the thin-client agent desktop suite to reduce average call handling time and drive improvements in first call resolution.

Business intelligence reporting is possible through the Consilium UniInsight and the Consilium UniQMTM enables Vertex supervisors and managers to conduct quality monitoring on recorded calls through advanced search capabilities.

Arvind Saksena, senior vice president of services and support at Consilium Software, noted that the Genesys call center provides Vertex with the SIP technology necessary to drive effective performance in the cloud. It enables Vertex to rapidly deploy on-demand call center sites with full access to UNI apps from both Genesys and Consilium.