Contact Centers

As a VAR Premier Partner of the world’s leader in production of software products for contact centers Genesys Telecommunications Laboratories, Miratech offers integrated solutions for Customer relationship management (CRM).

Contact centers are a tool for efficient customer service, which allows reducing the losses resulted from complaints, improving service quality and strengthens the company's image in the customers’ and partners’ eye. Contact centers are the best solution for mobile operators, insurance and investment companies, banks, major travel companies, support services and sales departments of large companies, as well as for any other enterprise interested in improving the economic efficiency of its infrastructure. Miratech has a long experience of cooperation with Genesys, which is one of the recognized leaders in the CRM arena.

In cooperation with Genesys Miratech offers the following services:

  • design and implementation of ready-to-use Genesys contact centers, including equipment supply, installation and configuration of software
  • integration of Genesys contact centers with other software complexes (CRM, SFA, ERP)
  • ongoing support and maintenance
  • advice on hardware selection

Genesys solutions benefit the customers in following ways:

  • hardware-independent infrastructure based on Avaya, Nortel, Alcatel, Siemens, Ericsson, NEC, Cisco CM products
  • wide choice of operating environments, i.e. Windows Server NT/2000, Sun Solaris, IBM AIX, HP UX, Compaq Tru64
  • support for various databases including MS SQL, Oracle, DB2, Informix, Sybase
  • support for all modern telephone protocols including IP
  • the possibility of combining geographically distributed telephone stations in a single virtual contact center
  • integration with CRM solutions from major manufacturers including SAP, Microsoft, Oracle, Siebel, PeopleSoft
  • rapid ROI


Implementation of Genesys contact center allows the customer to:

  • increase the number of customers who receive service
  • reduce the number of redundant questions the client is asked
  • reduce the average call-per-customer processing time
  • improve the quality of customer service and expand the circle of regular customers
  • optimize the work of personnel using the automated call processing, integration with corporate database of customers and redistribution of load between the operators
  • increase the degree of control over the work of operators and the process of customer service in general
  • reduce costs for operators and communications by 20%
  • increase productivity by 25%
  • reduce employee turnover by 35%
  • increase revenue potential by 65%

About Genesys

Genesys Telecommunications Laboratories, Inc, a subsidiary of Alcatel-Lucent. The company offers a wide range of products for customer service, reference services, and workforce management, which allow enterprises to expand the existing infrastructure, effectively integrating it with leading CRM applications. Accenture, Alcatel, IBM, Oracle and SAP are among Genesys partners.

About Avaya Inc.

Avaya Inc. specializes in design, development, deployment and administration of corporate networks for small and large businesses, nonprofit foundations, and governmental bodies. The company produces hardware and software systems for contact centers, voice telephony, data transmission and IP telephony.