Solution Supports Customer Orders, Inquiries, Account Payments and Cross-Selling Across Vodafone (Ireland's) Diverse Lines of Business
San Francisco, March 27, 2002
Genesys Telecommunications Laboratories, Inc., a subsidiary of Alcatel, has announced a major order for a blended inbound/outbound customer contact center solution from Vodafone (Ireland) - Ireland's leading mobile phone operator. By connecting only live calls to agents, the Genesys Outbound Contact solution will enable Vodafone (Ireland), for the first time, to proactively and efficiently contact customers to drive sales and improve customer satisfaction, while reducing the percentage of outbound calls made each week that prove to be unproductive.
The Genesys solution will integrate with existing Vodafone (Ireland) systems to provide agents with a single view of a customer's profile - including a full interaction history - delivered simultaneously with the call to the agent desktop. This will enable the company to optimize the handling of orders, inquiries and account payments for 1.7million customers across its diverse lines of business. The Genesys solution will help Vodafone (Ireland) to respond to customer enquiries and manage outbound campaigns, including virtual account management and debt collection. It will also enable the company to increase outbound calls by more than 127 percent and take on more telemarketing campaigns.
"The Vodafone (Ireland) customer contact center is the hub of our customer service operation, enabling us to offer complete support for our ever-evolving product lines and services," said Justin Conry, operations care channels programme manager, Vodafone (Ireland). "We recognized the huge productivity and utilization gains that predictive routing, by optimising agents' time and ability to make calls, could give us in this area. The Genesys Outbound Contact solution will support our business by enabling agents to make more calls that are better targeted, at a lower cost and with enhanced results, ensuring more efficient use of all agent resources.
"Customers are only passed to the agent once live contact has been made, allowing us to take a more proactive approach and increase our outbound productivity. In addition, because the Genesys solution fully integrates with all our in-house systems it will enable our agents to capture the total customer relationship - including full contact history - across our diverse channels, product lines and services, allowing us to offer truly personalised customer service," added Justin Conry.
About Vodafone (Ireland)
About Genesys:
Genesys Telecommunications Laboratories, Inc., an independent wholly owned subsidiary of Alcatel (NYSE: ALA, Paris: CGEP.PA), is the leading provider of customer contact centre solutions for Collaborative CRM, a critical component of a complete CRM business strategy. Genesys' integrated suite of open, infrastructure-independent applications that manage interactions across all media types, networks and applications. Genesys enables personalised, cost-effective customer service and delivers a foundation for enterprise-wide business processes that generate long-term, profitable customer relationships. Headquartered in San Francisco, Genesys has offices worldwide and maintains a global network of strategic partners, including Accenture, Alcatel, IBM and IBM Global Services, PeopleSoft, SAP and Siebel Systems. Visit www.genesyslab.com for more information
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For More Information Please Contact:
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Pete Wermter Genesys +1.415.437.1184 pwermter@genesyslab.com |
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