On 07 January of the year 2008 the private joint-stock company “ELSIS biuro sistemos” (ELSIS Bureau Systems) signed the agreement with the “Genesys Telecommunications Laboratories, Inc.” (the USA). This company, which was founded in the year 1990, creates special software for Contact centers and is the leader in decision-making in this sphere on the world’s scale. It is a very valuable partnership, which, together with the acquired status “Genesys Premier Partner”, opens new perspectives for the company. Specialists of the “ELSIS biuro sistemos” will have excellent possibilities for further improvement of their professional qualification and for offering progressive solutions, based on the newest technologies, to the clients. Since now the company will be able to offer and to implement the solutions “Genesys” not only in Lithuania, but in Latvia and Estonia as well.

The Contact centers provide efficient tools, meant for routine efficient rendering of the services to the clients. As the communication technologies develop, the clients are more and more inclined to communicate not only traditionally, i.e. by phone (Call centers) or by fax, but also using other modern communication means, i.e. e-mail, internet and SMS messages. These communication alterations determine the fact that the traditional Call centers are rearranged into the Contact centers. The equipment and software of the latter provide the client with complete freedom in choosing the way of communication. The fax messages or SMS messages are submitted to the consultant of the Contact center in the shape of the e-mail documents.

The special software of “Genesys Telecommunications Laboratories Inc.” is universal, i.e. it is concerted not only with “Alcatel-Lucent”, but with the other main suppliers of the telephony solutions, i.e. with CISCO, Avaya, Ericsson, Siemens and Nortel. It is a solid route-fixing system, which secures attendance of various queries (calls, e-mail, fax and later on – outbound, WebChat, WEB Co-Browsing) in the solid distribution system. It provides the possibility to create a very efficient system for the client attendance in the company and to employ the human resources to the optimal extent, to save the system administration, technical maintenance and development costs.