GENESYS TELECOM LABS. to extend customer interaction capabilities to mobile users
biz.yahoo.com
Tuesday March 7, 8:30 am Eastern Time
Company Press Release
Genesys to extend customer interaction capabilities to mobile users
Pilot Projects Underway with Three Customers to Offer
Customer Support Over Wireless Devices
LOS ANGELES--(BUSINESS WIRE)--March 7, 2000--Genesys Telecommunications
Laboratories, Inc., an independent wholly owned subsidiary of
Alcatel (NYSE: ALA - news), today announced plans to extend its industryÿ
leading customer interaction capabilities to mobile users. Genesys is currently
conducting pilot projects with three prominent European customers to offerÿ
online customer support using Internet-enabled wireless devices, such as smart
phones. Showcasing its leading-edge wireless customer interaction managementÿ
technology at CT Expo throughout this week, Genesys is the first vendor to
demonstrate wireless capabilities for customer contact centers acrossÿ
multiple networks, devices and application standards.ÿ
As the market for wireless service grows worldwide, especially in Europe,ÿ
users are rapidly adopting smart phones and other Internet-enabled wireless
devices for accessing information and conducting online transactions.ÿ
According to a recent report by research firm International Data Corporation (IDC),
the total value of wireless Internet transactions will rise fromÿ
US$4.3 billion in 1998 to US$38 billion by 2003.(a)ÿ
Quick to take advantage of this new media are leading customersÿ
who have committed to testing Genesys' wireless capabilities,ÿ
which will support the Wireless Applications Protocol (WAP),ÿ
as well as other industry standards. Scandinavia-based Leonia Bank,
MeritaNordbanken, and Sonera are conducting
pilot projects to evaluate Genesys' wireless capabilities,ÿ
which will include the ability for mobile users -- regardless of device -- to request an
agent-to-customer ``call-back' from their web browser.ÿ
``With its longstanding commitment to infrastructure and media
independence, Genesys' 'universal queue' approach to interaction management enables us to
rapidly respond to market demand for wireless contact centerÿ
capabilities,' said Laurent Philonenko, senior vice president, Genesys.ÿ
Added Roger Solin, senior director of Wireless Solutions andÿ
Market Development, Genesys, ``With limited browser capabilities,ÿ
mobile devices introduce
new challenges in providing a positive online experience, which is critical
to ensuring long-term customer loyalty. By extending customer care directly to
mobile users, businesses can help ensure the success of their mobile online services.'ÿ
Personalized Customer Care Any Time, Any Placeÿ
With wireless ``call-back' capabilities, mobile consumers can conduct onlineÿ
transactions and access customer service representatives directly through the
browser of their wireless device, without requiring the need to go off-line toÿ
place a separate voice call -- saving time, money and aggravation.ÿ
``As customers become more sophisticated and better informed of choices,ÿ
an organization can no longer compete simply on product or price. Genesys'
wireless contact center capabilities will provide us with a competitiveÿ
advantage, allowing us to not only offer our customers with a world-class product,
but also world-class service,' said Simo Grohn, assistant vice president,ÿ
IT e-banking Systems and Call Center, Leonia Bank.ÿ
``In a fast-paced environment like financial services, the key to retainingÿ
customers is being available from any place, any time. In that regard,
Genesys is one of the very few vendors with the foresight to create a
WAP-enabled customer interaction solution, and we are lookingÿ
forward to leveraging this strategy to
optimize our customer relationships,' said Claus Almerud,ÿ
vice president, Online Banking, MeritaNordbanken.ÿ
``Genesys is an undisputed leader in contact center solutions, with a provenÿ
track record in delivering innovative features. This is just what we need to stay
ahead of our client's needs, which are strongly focused on enhancingÿ
personalization of customer interactions. Opening up wireless communication channels
will enable us to manage our customers at every touch-point, includingÿ
ever-popular wireless devices, thus creating opportunities to capture and retain more
business, ' said Mika Meritahti, call center manager, Sonera.ÿ
About Leoniaÿ
Leonia is a full-service banking and financial group, fully-owned by theÿ
Finnish government. The Leonia Group consists of Leonia Bank plc and its
subsidiaries (the former Postipankki plc, established in 1886) and Leoniaÿ
Corporate Bank plc (the former Finnish Export Credit plc, established in 1956).
Leonia Bank offers its products and services to retail, corporate andÿ
institutional customers. It has a comprehensive branch network, and its services are also
provided by 477 post offices.ÿ
About MeritaNordbankenÿ
MeritaNordbanken is one of the leading financial services groups in the
Nordic and Baltic Sea. With Finland and Sweden as its base, the Group develops
and markets a broad range of financial products and services for privateÿ
individuals, companies, institutions and the public sector. The customer base
comprises about 6.5 million private individuals and more than 400,000ÿ
companies and institutions, which are serviced through 735 branch offices and 1,000
Swedish post offices. Customers also have access to an extensive networkÿ
of bill payment ATMs and cash dispensers. Almost 2 million customers use
MeritaNordbanken's network banking services, which include its telephone
bank and PC/Internet bank. Outside Sweden and Finland, the Group is
represented in 19 countries. For further information visitÿ
MeritaNordbanken at meritanordbanken.comÿ
About Soneraÿ
Sonera is Finland's leading telecommunications company with subsidiariesÿ
and associated companies in 14 countries. Internationally, Sonera is a forerunner
in the rapidly growing business areas of mobile, data and media communications.ÿ
In 1998, Sonera's revenues amounted to USD 1.9 billion and the profit
before extraordinary items and taxes was USD 404 million. The Group employs
approximately 9000 people. For further information visit Sonera at
sonera.comÿ
About Genesysÿ
Genesys Telecommunications Laboratories, Inc., an independent,ÿ
wholly owned subsidiary of Paris-based Alcatel, pioneered the field of Computer
Telephony Integration (CTI) and today is the leading provider of
infrastructure-independent contact center solutions for the enterprise, e-business and service
provider markets. With its ability to integrate interactions acrossÿ
all media types, including the web and traditional voice,
Genesys helps businesses provide
a consistent customer interaction experience. Headquarteredÿ
in San Francisco, Genesys has 43 direct sales offices worldwide.ÿ
For more information please
visit Genesys at genesyslab.com or
call 1-888-GENESYS (in the U.S.).
ÿ(a) SOURCE: Wireless Access to the Internet, 1999:
Everybody's Doin' It, International Data Corporation (IDC), December, 1999.ÿ |
