Banco Rió Selects Genesys to Transform its Call Centre

  • Genesys software and Interaxa support will help the contact centre improve customer services capabilities
Genesys Telecommunications Laboratories, Inc., an Alcatel company (NYSE: ALA, Paris: CGEP.PA), has been chosen by Banco Rió, a subsidiary of Banco Santander in Argentina, to transform the Banco Rió call centre into a multimedia contact centre. This investment will enable Banco Rió to offer current and potential customers more service options, including advanced customer self-service.

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 Brazil. “By working closely with Banco Rió, we will ensure that its customers are the principal beneficiaries of this new technology.”

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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