Voice Mail on agents

[cavagnaro]

Hi guys,
I have more a "better practice" question rather than a techy one...
My customer wants for a small group of agents that the customers leave them VM instead of going to another agent. They are a Sales Team and very unique as on Hotels/Travel reservation business...so it is very important to them that a customer contacts their designated agent...but if this is the case I don't know even why Genesys would work here...so I'm fighting with myself to say "NO GENESYS" and offer them a better idea...

Any inputs?
Thanks

[Tambo]

Hi Cav,

We have a small team that uses voice mail. We give the customer the option to speak to their own agent, leave vm if not available or route to another agent if necessary. We find that this works well for the customer in particular but the agents must update their vm message daily for best practice.

Tambo