Videos:
Customer Support with InGenius

InGenius® has an innovative approach to quality and customer care, and the team keeps customers at the forefront of everything we do. Experience frictionless computer telephony integration implementation and superior customer care with no professional service costs.

Hi, my name is Karen Holliday and I’m the Vice President of Quality and Customer Care, here at InGenius. I’ve been working in the industry about 15 years, at a variety of telecom and software companies. Most recently, here at InGenius.

The biggest challenge with running any large call center is to keep the quality of customer interactions at the same level. So to keep processes and efficiencies amongst the whole call center as it functions.

InGenius has a very innovative approach to quality and customer care, and we believe that tying them together – so anything that comes out of the quality team, that gets delivered to our customers has great continuity. And so, with this diverse team of individuals we’re able to serve all the needs.

We have tons of reports of 5-star customer service, and for us, that’s the most valuable response we can get from our customers. I think it’s because we’re solely focused on their achievements, and when we keep the customer at the forefront of everything we do, it makes it easy to serve our customers – and so enjoyable.

So, our support model is 7am to 7pm Eastern time, Monday through Friday. We’re also available upon request for deployments, and installs and upgrades off-hours, as well as there’s an option to purchase 24 by 7 support.

Our customer care agents use InGenius internally every day. We take calls, we log calls, we use it for our notes, we use it for screen pop, we use it for click-to-dial, and we use it for a variety of other internal implementations as well. We have custom workflows just like our customers. We know that this is helping us, so we know it’ll help our customers.