Trisha and Jay,
A bit of news that I haven't seen on U.S. wires yet:
M2 PRESSWIRE-14 April 1999-GENESYS TELECOMMUNICATIONS: European airlines choose Genesys for customer care centres (C)1994-99 M2 COMMUNICATIONS LTD
* Qualiflyer Group's New Customer Care Centre (QCCC) to Provide the "Best Customer Service in the World" Using Genesys' Computer Telephony and Interaction Management Solutions
The Qualiflyer Group, a consortium of ten European airlines, announced today that it will build a set of integrated customer care centres in order to provide unprecedented levels of customer service. The centres will be part of the Qualiflyer Customer Care Centre QCCC), a virtual call centre that will cross international boundaries, with multi-lingual support and the ability to convert European currencies. QCCC will be launched in early May.
Genesys Telecommunications Laboratories, Inc. has won the contract to provide the core Computer Telephony Integration (CTI) software to the centres, which will be based in London, Barcelona, Milan, Orebro (Sweden) and Frankfurt. The combined centres will employ over 250 agents, managing an expected annual incoming volume of over three million calls.
CTI technology allows the integration of telephone systems with enterprise data information systems, resulting in a powerful customer interaction management tool. Genesys will work with systems integrator Cambridge Technology Partners to provide the complete call centre solution. Genesys' software will be integrated with Lucent hardware and Periphonics' equipment.
The Genesys solution is based on a central framework, Genesys' T-Server Framework, which integrates diverse telephony systems, enterprise databases and agent desktop applications. Genesys' Interaction Router Network Interface will allow Qualiflyer to treat multiple call/contact centres and agent locations as one consolidated unit, providing call routing instructions to ensure the call is delivered to the right agent. Genesys E-mail and Genesys Web Call Back will also be implemented, giving Qualiflyers' customers the ability to communicate with the call centre via the means they prefer. Genesys E-mail enables the call/contact centre to manage e-mail interactions, and Genesys Web Call Back gives customers the ability via a company's web page to schedule a time for a call back from an agent.
Alex Evans, managing director, Genesys Europe commented, "Based on the Genesys Suite, The Qualiflyer Group's new Customer Care Centre will be able to establish a smooth running multimedia call centre operating across international boundaries, providing a single face to the customer. Working with Cambridge Technology Partners, we are able to ensure that each link of the customer relationship chain is considered, resulting in a truly customer-focussed enterprise."
Rick Weber, Swissair's VP Electronic Commerce and project manager for the Qualiflyer Customer Care Centre, concluded, "We have only one aim with this project - to be the best in customer service and to be renowned for this achievement. By working with vendors such as Genesys, Lucent and Periphonics, we can start this project as we mean to go on. The project will be rolled out to other parts of the world, including the United States and Asia, in due course."
And GEOC beat estimates, making the CTI industry look good.
Cheers, Tuck |
