Deutsche Telekom Launches Virtual Customer Contact
Center Service Offering Using Alcatel's Genesys Software
Integration of Deutsche Telekom IN Services With Technology From
Genesys Helps Companies Deliver More Efficient Customer Service
SAN FRANCISCO, March 26 /PRNewswire/ -- Genesys Telecommunications Laboratories,
Inc., a subsidiary of Alcatel (NYSE: ALA; Paris: CGEP.PA), and Deutsche Telekom
announced the availability of a wide range of managed services for customer contact
centers -- from network-based solutions to systems integration and ongoing support and
consulting. Leveraging Germany's largest Intelligent Network (IN) platform, Deutsche
Telekom and Genesys are delivering businesses all the benefits of centrally managed,
integrated voice and web-enabled contact centers combined with the ability to link
multiple contact center sites and agents over the Deutsche Telekom IN.
Deutsche Telekom's new managed services offering -- Contact Routing Solutions --
leverages the full G6 Suite from Genesys, including advanced network-to-agent routing
capabilities and email management, chat, web call-back and web collaboration support.
This allows businesses to connect customers with the best-skilled, best-suited agent based
on their immediate need or buying decision, all available contact center resources, and any
pre-defined service levels or business rules -- regardless of which contact center the agent
is located in. To accomplish this, Genesys provides routing from the IN directly down to
the individual agent desktop at the site level, as part of one seamless customer routing
decision.
Deutsche Telekom and Genesys can also provide businesses with centralized contact
center management, multi-site reporting, and workforce management to help them
maximize available agent resources and handle varying customer call volumes at
individual sites. With Genesys' real-time reporting and monitoring of agent status, contact
center managers can immediately react to increasing call volumes at the network level,
routing their customers to available agents at less busy sites. With fewer call transfers and
reduced call losses, businesses can better utilize skilled agents across all contact center
sites to offer more efficient customer service.
For large enterprises, Deutsche Telekom will provide its customers with the full suite of
Genesys G6 solutions, all related IN service numbers and leased lines, hardware, a wide
range of systems integration support, 24x7 and on-site support, and ongoing consulting
services to accommodate future growth. Genesys' infrastructure independence allows its
solutions to work with switches from all major vendors, helping Deutsche Telekom
customers utilize any existing ACDs, and front- and back-office software.
``When Deutsche Telekom was looking for a partner to offer intelligent customer call
routing capabilities in a 'virtual' contact center environment, we found that Genesys had
the best solution to meet our needs, and also our customers' needs,'' said Dr. Dietmar Keller,
Senior Vice President, Enhanced Communications, Deutsche Telekom. ``Together, we can
offer businesses solutions and expertise that can help them address their ongoing contact
center needs, while maximizing their existing resources and systems.''
``Genesys is very pleased to work with Deutsche Telekom to deliver businesses with highly advanced, network-based contact
center solutions,'' said Klaus Eiteljoerge, Vice President, Genesys, Central Europe. ``Their IN platform is among the most
advanced in the world, and together we are offering businesses a truly innovative managed services offering for contact
centers.''
For more information on Deutsche Telekom's managed contact center service offerings, please call (+49) 0 800 33 22 552.
About Deutsche Telekom
Deutsche Telekom is Europe's largest communications company and one of the largest communications carriers worldwide
based on 2000 revenues of 40.9 billion euros ($38.6 billion). Through T-Mobile, Deutsche Telekom's mobile telephony
subsidiary, Deutsche Telekom actually serves more than 45 million mobile telephony customers worldwide. Deutsche Telekom
offers its customers a complete range of fixed-line voice telephony products and services through more than 50 million access
lines. Deutsche Telekom is a leading provider of high-speed digital access lines with approximately 800,000 new asymmetric
digital subscriber line (T-DSL) services currently sold and 17.3 million channels using the information transfer standard ISDN
(Integrated Services Digital Network) as of December 31, 2000. In online services, T-Online is Europe's largest Internet provider
with approximately 8 million subscribers. In January 2001, Deutsche Telekom launched T-Systems, Europe's second-largest
provider of comprehensive IT and telecommunications services to business customers in more than 20 countries. For more
information about Deutsche Telekom, visit www.telekom.de/international.
About Genesys
Genesys Telecommunications Laboratories, Inc., an independent wholly owned subsidiary of Alcatel, is the leading provider of
universal queue contact center solutions for complete customer relationship management. Genesys offers an integrated suite of
open, infrastructure-independent applications that manage interactions across all media types, networks and applications.
Headquartered in San Francisco, Genesys has served Global 2000 enterprises and major telecommunications carriers and service
providers for more than for 10 years. Today, Genesys has offices around the world and maintains a global network of partners,
including BroadVision, IBM Global Services, Alcatel, SAP, Siebel Systems and Siemens. Visit www.genesyslab.com or call
888-GENESYS (in the U.S.) for more information.
SOURCE: Genesys Telecommunications Laboratories, Inc. |
