Huge Alcatel Call Center Powers France Telecom Customer Service Drive; Alcatel at Telecom Geneva - Hall 4, stand no. 210
PR Newswire, Friday, October 08, 1999 at 10:15
GENEVA, Oct. 8 /PRNewswire/ -- Alcatel (NYSE:ALA) announced today that is
has installed France's largest ever virtual call center, in terms of size and
response capacity. The system was designed, constructed and installed by
Alcatel in conjunction with France Telecom to meet the growing needs of France
Telecom's Customer Service Centers, and handles up to 60,000 calls a day or
22 million calls per year.
The call center includes a battery of 7 Alcatel 4400 PCX systems and
10 remote nodes, and responds to customer service calls or "out of order"
reports coming from both individual and business users: a total universe of
some 1.6 million subscribers in the central Paris region.
"France Telecom's customer service call center is extraordinary both in
its scope and dimensions as well as its solutions for delocalized
flexibility," said Bertrand Lacroix, CEO of Alcatel Reseaux d'Entreprise. "At
Alcatel we're particularly proud that such a demanding customer selected our
Transparent Convergence solution for this mission-critical application."
As important as the ability to create a system with the required capacity
was the need for optimum flexibility. France Telecom (NYSE:FTE) has been
able to seamlessly tie together agents and resources spread over 17 Parisian
sites into a single but virtual call center. Their team of 1,200 specialists
answer customer requests, while 110 supervisors provide global control over
the system regardless of their location. Thanks to the flexibility of the
Alcatel 4400 CCS (Call Center Supervision), the service's managers located in
eastern Paris have a precise, real-time overview of the traffic. These
traffic controllers manage the flux of inquiries and direct them to any
customer service specialist who happens to be unoccupied wherever he or she
may be, regardless of the point of origin of the call or of its point of
access into the system.
Jean-Paul Cottet, Regional Director at France Telecom added: "We are very
satisfied that Alcatel's call center configuration meets all our requirements
for operational flexibility of our service to subscribers. A second vital
criteria in our selection process was full integration with all of our
different customer service data bases."
As deregulation of telephone service takes hold and competition between
operators accelerates, France Telecom, maintains its lead by this
reinforcement of its subscriber services. Alcatel's extensive experience in
call centers and large enterprise systems enables it to design and install
these large scale systems that offer operators high standards of both quality
and efficiency.
About Transparent Convergence:
Transparent convergence is Alcatel's vision for enterprise communications,
extending beyond the mere notion of "multi-media convergence". It is the
Alcatel solution for providing enterprises with the means to better serve
their customers, to offer users easy and powerful communication tools and to
endow IT wand telecommunications managers with cost-effective, simplified
networks.
About France Telecom
France Telecom is one of the world's leading telecommunications carriers,
with 1998 consolidated operating revenues of EUR 24.6 billion and operations
in more than 50 countries. France Telecom provides businesses, consumers and
other carriers with a complete portfolio of solutions that spans local,
long-distance and international telephony, data, wireless, multimedia,
Internet, cable TV, broadcast and value-added services. France Telecom held
an initial public offering in October 1997 and is listed on the Paris and
New York (NYSE:FTE) stock exchanges. For more information, visit France
Telecom on Internet: francetelecom.fr .
About Alcatel
Alcatel builds next generation networks, delivering integrated end-to-end
voice and data solutions to established and new carriers, as well as
enterprises and consumers world-wide. With 120,000 employees and sales of
EURO 21.3 million ($25.0 billion), Alcatel operates in more than
130 countries.
Contacts Alcatel
For full Alcatel Geneva Telecom press list, consult:
alcatel.com
Alcatel Telecom Geneva :
Press Office : Tel + 41 22 746 5507/08
Olivier Le Friec : Tel : +33 (0)6 08 40 94 43
Willem Zevenbergen : Tel : +33 (0)6 07 86 76 04
Alcatel Press Office (Paris) Tel : + 33 (0)1 40 76 12 98
Investor Relations
Claire Pedini Tel : +33 (0)1 40 76 13 93
Claire.pedini@alcatel.fr
Charlotte Laurent-Ottomane Tel : +33 (0)1 40 76 13 30
Charlotte.laurent-ottomane@alcatel.fr
Emmanuel Spite Tel : +33 (0)1 40 76 16 04
Emmanuel.spite@alcatel.fr
SOURCE Alcatel
-0- 10/08/1999
/PRNewswire -- Oct. 8/
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