Alcatel, Genesys and Telenet Deliver Integrated `Virtual' Contact Center Solution to Deutsche Telekom AG
BusinessWire, 05/16/2000 08:45
MUNICH/STUTTGART, Germany--(BUSINESS WIRE)--May 16, 2000--
Solution Enables Deutsche Telekom AG to Offer
Competitive Advantage to Customers
By building a decentralized customer contact center solution with integration into the Intelligent Network (IN) South of Deutsche Telekom AG (DT AG), DT AG's business customers will be able to more quickly connect their customers to the correct agent at the right contact center, providing better overall customer service. In cooperation with its subsidiary companies Genesys Telecommunications Laboratories, Inc., and Telenet, Alcatel (NYSE:ALA) will deliver the fully operational, integrated system, within the framework of a turnkey project, as early as the end of June. DT AG expects to offer this improved service to its business customers later this year.
Due to the increased competitive pressure resulting from business globalization, an increasing number of companies are investigating business practices and systems to transform their customer contact centers into profit centers. As an increasing number of companies recognize the business potential of intelligently linking telephone, fax, e-mail, web, and wireless communications with their own database systems, companies that develop solutions that address this trend can meet the needs of this rapidly growing market.
By combining the contact center (call center) with the IN of the DT AG, customer-driven companies will be able to respond more quickly, and specifically to customer inquiries. In addition companies can realize improved utilization of resources, more efficient use of personnel, cost savings in connection times, and a higher satisfaction rate among end customers. DT AG recognized early on that the networking of contact centers with the IN presents an opportunity to acquire and retain major and high volume business customers.
Using the Genesys interaction management framework (T-Server), callers of a service number will be connected in the shortest possible time directly to the most qualified contact center agent. In addition, Genesys monitors call volumes and the current availability and workload of the individual agents, allowing businesses to make `real-time' contact center adjustments to provide better service.
Telenet, headquartered in Munich, delivers diagnosis and monitoring systems, which also are critical components of this virtual contact center solution. In a further step, the integration of an interactive voice response (IVR) is planned. Using this automatic call response system, callers will be connected directly to a contact center agent at the press of a keypad or via voice recognition. A language interface connected to the database will recognize the caller and propose various selection options, including the option to be connected to an agent.
About Alcatel
As one of the leading suppliers of telecommunication systems as well as all associated cables and components, Alcatel is active in more than 130 countries. Alcatel has a workforce of 120,000 employees with a turnover of 23 billion EURO (DM 46 billion). Further information is available at alcatel.com
About Genesys
Genesys Telecommunications Laboratories, Inc., an independent, 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 across all media types, including the web and traditional voice, Genesys helps businesses provide a consistent customer interaction experience. Headquartered in San Francisco, Genesys has 43 direct sales offices worldwide. For more information please visit Genesys at genesyslab.com or call 1-888-GENESYS (in the U.S.).
About Telenet
Telenet GmbH Kommunikationssysteme is one of the leading system houses in the strongly expanding market of data and telecommunication. Currently, Telenet -- a subsidiary Alcatel company -- with a headquarters in Munich and branch offices in Darmstadt and Stuttgart employs a staff of 100 (annual average 1999). The company offers products, solutions, and services for the following sectors: language processing, banks, Internet/Intranet, traffic telematics, telecommunications. Telenet achieved a turnover of DM 23 million in 1999.
CONTACT: Genesys
Pete Wermter, 415/437-1184
pwermter@genesyslab.com |
