Paris, October 24, 2000 -Alcatel announces today that it is installing a
multimedia contact center in Versailles for business to business
telemarketing company, Telog. The contact center will allow Telog to manage
telephone calls, faxes, emails and the Internet for its clients. This
contract illustrates Alcatel's commitment to developing its integrated
e-business communication solutions activities.
Through the center, baptized as Telog@Call, clients of Telog can outsource
client relation management, including telemarketing campaigns,
classification of their client records, management of customer service, and
the scheduling of the sales team's appointments.
This multimedia, web-based contact center is based on Alcatel's OmniTouch
for administration, supervision and call routing; Genesys's contact center
based solutions (CTI; Intelligent calls, e-mails, Web call back; chat ) and
the CRM software Conso + from Eneïde's
Mr. Bernard Saussinan, CEO of Telog stated, "We were looking for a unique
partner capable of deploying a contact center of this nature, which
requires the integration of all forms of communication and flexible
customer relation management tools. This solution allows us to handle all
customer contacts with the same quality, regardless of the communication
means used."
For example, the contact center facilitates the process of making a plane
reservation. A web surfer connects to an airline's Internet site and
communicates directly via email (Chat function) with one of Telog's agents.
The client can choose to talk to the agent at another time, and with the
Web Call Back function, the customer can specify the day, hour and
telephone number he wishes to be called back on. Another feature of this
multimedia contact center is the agent's ability to simultaneously consult
the same web page as the client (co-browsing function). In this way, the
agent is able to push forth the information the client is looking for or
highlight particular parts of the web page which might be of interest to
the client. Once the contact has been established, the agent personalizes
the dialogue thanks to a descriptive information card on the client which
automatically appears on the screen. The client receives a quality welcome
and an immediate response to his or her questions.
Pierre Créau, President of e-business communication solutions integration
of Alcatel, stated: "We know that today it is five times more expensive to
acquire new customers than to retain existing ones. This is why call
centers are indispensable tools to help enterprises provide first-class
customer service and anticipate customer needs. We are happy that Telog has
confidence in us for the integration and the maintenance of this contact
center, confirming our expertise in the deployment of multimedia
solutions."
In considering the future evolution of its contact center, Telog
anticipates adding a Click and Talk function, which allows web surfers to
directly talk to an agent using VoIP.
About Telog
Started in 1988, Telog has been a major player in marketing in France since
1998. In January 2000, Telog became the telemarketing branch of the Havas
Advertising Group (65%). The company's international strategy
(international contracts were 35% of its turnover in 1999) focuses on an
important multilingual capacity which allows it to operate in 25 countries,
with five million international contacts established through telemarketing.
Telog Web call center is the first such center in Europe to manage all
communications tools (telephone, internet, intranet, mail, fax)
About Alcatel
Alcatel builds next-generation networks, delivering integrated end-to-end
voice and data networking solutions to established and new carriers, as
well as enterprises and consumers worldwide. With 120,000 employees and
sales of $25.0 billion, Alcatel operates in more than 130 countries.
About the Alcatel OmniTouch
Alcatel's contact center solutions for medium and large enterprises are
packaged under the OmniTouch offering, which is based on the Alcatel
OmniPCX 4400.
About the Alcatel OmniPCX 4400
Alcatel OmniPCX 4400 is an advanced IP-based enterprise system, based on a
client/server UNIX architecture. Unique features of the Alcatel OmniPCX
4400 include scalability from 50 to 50,000 users, innovative ReflexesTM
telephone handsets, 99.999% reliability, one-number mobility, unified
messaging, voice-over-IP networking with quality of service management,
Web-based customer contact center, and integrated voice and data network
management.
alcatel.com
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