Genesys gains client, customer, employee confidence

Concord’s new collections contact center communication system is a hit with clients, customers and call center employees.

Clients are receiving robust and up-to-the-minute reporting about both quantity and quality of customer interactions. Customers are benefitting from shorter call hold times, reliable and accurate information, and many new, extremely secure self-service payment and account options. Employee morale, productivity, and performance are up, up, up.

Everyone benefits from being able to react to emergent client needs right away. All this adds up to confident and well-informed clients, customers who feel heard and respected, and employees able to do their jobs effectively with the most advanced tools available. The journey has progressed productively since last August, when Genesys spotlighted Concord’s ongoing transition to this more robust, state-of-the-art communications system.