The Genesys-Salesforce integration and Genesys Cloud CTI are both cloud-based systems that allow for intelligent call routing to maximize agent efficiency and improve customer experience.
Melwood established its first Call Center in 1998 to primarily accept vehicle donations and provide customer services to manage the vehicle donation process. An Automated Call Distribution system was installed in 2000. This strategic upgrade prompted a drastic increase in donations and stimulated growth resulting in full-time employment opportunities for ten Customer Service Representatives (CSR). By 2004, Call Center operations reached a peak volume of 103,425 calls, which were supported by 40 full-time CSRs.
In late 2012, Melwood again upgraded its Call Center infrastructure with the introduction of the Genesys-Salesforce Integrated Ticketing System. This new system seamlessly integrated Salesforce with third-party computer-telephony integration (CTI) systems. Due to this new system, Melwood has extended its Call Center services, on a fee-for-service basis, to over 500 other non-profits located around the country.