T-Mobile Implements Genesys Platform as Part of Customer Service Strategy

Joop Evers, director of T-Mobile Customer Service, switches over to Genesys platform

HUIZEN - - Genesys Telecommunications Laboratories Inc, an Alcatel company (NYSE: ALA, Paris: CGEP.PA) today announced that T-Mobile will implement Genesys solutions as part of the T-Mobile customer service strategy. T-Mobile is one of the largest global suppliers of mobile communication tools and will use Genesys solutions in the Dutch T-Mobile Customer Service offices in The Hague and Breda.

Undergoing explosive growth, T-Mobile was finding that its current contact center solution lacked amenities to keep up with its expansion. For one, the contact center needed to increase operational efficiency. T-Mobile also needed to update its routing capabilities and workforce management system - the current planning and reporting system limited the number of applications that could be running in tandem.

"Due to T-Mobile's rapid growth and our customer service strategy that emphasizes a high degree of customer satisfaction, we needed a new contact center platform and workforce management system," said Joop Evers, director of T-Mobile Customer Service. "Because of our solid international experiences with Genesys routing software, and the fact that we are facing a large scale European implementation, we have chosen the Genesys 7 suite, including Genesys Workforce Management," Evers commented.

The Dutch T-Mobile Customer Service offices will use Genesys software to manage the routing of all incoming calls and e-mail messages. The Genesys solution provides new benefits for T-Mobile contact center agents, including call identification and routing features that recognize the customer based on phone numbers, segments the call based on customer type (i.e. consumer or business, subscription or prepaid), and transfers the call to the appropriate agent.

The Genesys Workforce Management module provides insight into all incoming and outbound e-mail and phone communication. It also allows the Customer Service unit to deploy the appropriate contact center agents at the right moment to the correct location to manage call loads. As a result, T-Mobile's Customer Service office can manage heavy volumes of incoming calls without having to add additional staff; significantly improving efficiency and customer satisfaction.

Genesys developed a customized platform for T-Mobile that combines information across different T-Mobile departments to provide agents with all available customer information. During quiet moments, agents are able to work on administrative tasks such as replying to letters, faxes and e-mail messages. During peak hours, T-Mobile's administrative employees can be deployed to answer phone calls in order to keep service at a consistent level.

"Our relationship with T-Mobile is very important to us and we are excited that T-Mobile in the Netherlands - and in the whole of Europe - has chosen to expand their existing Genesys solution," said Michel van Roon, vice president of Genesys Northern Europe. "Beside the quality of products and services, the quality of customer service is one of the most important differentiators among telecom providers. T-Mobile chose a scalable, open solution from Genesys, one that perfectly fits with T-Mobile's worldwide strategy to optimize service levels."

About Genesys Telecommunications Laboratories

Genesys, an Alcatel company, is 100 percent focused on software for contact centers. Leading companies in the Global 2000 and Fortune 1000 use Genesys to deliver interactions that drive better business. With 3000 customers in 80 countries, Genesys directs more than 100 million customer interactions every day. Genesys allows enterprises to achieve key business objectives by tying together customer interactions, people, and customer information in both traditional telephony and IP environments. Sophisticated routing and reporting across voice, e-mail, documents and Web interactions, coupled with integrated self-service, ensure that customers are quickly connected to the right resource - the first time. Genesys solutions stop customer frustration and allow enterprises to deliver superior customer satisfaction and improved business results. For more information visit us at www.genesyslab.com.

About Alcatel

Alcatel provides communications solutions to telecommunication carriers, Internet service providers and enterprises for delivery of voice, data and video applications to their customers or employees. Alcatel brings its leading position in fixed and mobile broadband networks; applications and services, to help its partners and customers build a user-centric broadband world. With sales of EURO 12.3 billion and 56,000 employees in 2004, Alcatel operates in more than 130 countries. For more information, visit Alcatel on the Internet: http://www.alcatel.com

About T-Mobile
T-Mobile, het wereldwijde mobiele netwerk, heeft in Nederland 2,250 miljoen actieve klanten en is met een omzet van EURO 267 miljoen in het tweede kwartaal van 2005 de nummer 3 op de Nederlandse markt. T-Mobile biedt producten en diensten voor zowel consumenten als zakelijke gebruikers. T-Mobile beschikt in Nederland over een zeer modern mobiel netwerk voor spraak- en datadiensten en een snel groeiend aantal HotSpots, waar gebruikers de beschikking hebben over een zeer snelle mobiele internetverbinding.

T-Mobile Netherlands is onderdeel van T-Mobile International, een van de leidende mobiele communicatie ondernemingen in de wereld. Als ��n van Deutsche Telekom's drie strategische bedrijfsonderdelen, concentreert T-Mobile zich op de meest dynamische markten in Europa en de Verenigde Staten. T-Mobile levert haar diensten aan zo'n 80 miljoen klanten in 9 landen. T-Mobile is de enige mobiele communicatie aanbieder ter wereld met transatlantische dienstverlening.

Media Contact
Jojanneke Strijbos, Bex*communicatie for Genesys, +31 (0) 35 528 9080, jstrijbos@bexcommunicatie.nl