Banco Rió sought a simple and accessible
solution that would allow them to appropriately route customer calls based on
real-time statistics and customer information, and extend self-service
capabilities. Banco Rió will implement the Genesys Voice Platform (GVP) and
Genesys Inbound Voice. GVP leverages open standards, such as Voice XML, to make
Web-based information available to customers over any telephone. It will extend
Banco Rió’s customer service capabilities to effectively handle a broader range
of queries in self-service, and increase agent productivity and effectiveness
by transferring their focus to complex interactions that automated solutions
are unable to handle.
“At Banco Rió, we know our customers very
well, and this has been key to becoming the industry leader in customer
attention and service,” stated Pablo Vispo, CIO of Banco Rió. “The Genesys
platform is significant in our differentiation effort which, in our view, is an
ongoing and steady process.”
With the new Genesys solutions, customers
have more options for self-service and, when needed, can be quickly connected
to the best available agent resource at Banco Rió, minimising caller wait time
and improving the level of personalised service given to each customer.
In addition, Banco Rió will leverage GVP’s
user-friendly graphic development tools, enabling the contact centre technology
team to create new services and customise existing ones without the need for
third party intervention, thus maximising enterprise resources and getting the
best out of the Genesys solution.
“Genesys takes pride in helping transform
call centres into truly strategic aspects of the business,” said Adrián Páez,
director of Genesys in
The implementation, which involves 650
contact centre agents and 480 ports of Genesys Voice Platform, will be headed
by Interaxa, a Genesys partner. Implementation is underway by the Interaxa team
and will be completed by the end of 2005.
About Genesys Telecommunications
Laboratories, Inc.
Genesys, an Alcatel company, is 100 per
cent focused on software for contact centres. 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.
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