XO Interactive Unveils Contact Centre On-Demand

  • Hosted Offering Creates a Virtual Contact Centre Based on Integrated Genesys Technology and RightNow Service Desktop
WOKINGHAM, August 1. 2007 - XO Interactive, a subsidiary of XO Communications, has introduced Contact Centre On-Demand, the first end-to-end contact centre solution delivered as an on-demand service. Contact Centre On-Demand is built on the tightly integrated customer service solutions from Genesys Telecommunications Laboratories, Inc., an Alcatel-Lucent company (Euronext Paris and NYSE: ALU), and RightNow Technologies (NASDAQ: RNOW), and includes an agent desktop, along with self-service and interaction management applications and computer telephony integration in a single virtual contact centre.

By introducing a complete, integrated offering, XO Interactive, Genesys, and RightNow expect to accelerate adoption of on-demand applications. The market for on-demand software for customer service is expected to grow dramatically over the next six years in North America, from $191 million to nearly $1.5 billion, a compound annual growth rate of 34.1 per cent, according to a report just issued by key industry analysts at Frost & Sullivan. The report by Frost & Sullivan noted that "the hosted contact centre market is currently moving out of the early adopter stage, with immense growth potential for the future."

The joint offering is significant because it represents the broadest end-to-end suite in the market addressing the need for on-demand customer care, including the web, contact centre, and self-service. XO Interactive is the first partner to leverage the complete Genesys and RightNow suites of software.

"XO Interactive is excited to offer a world-class contact centre that does not require extensive investments in infrastructure," said Ron Scott, president of XO Interactive. "Combining our highly scaled self-service solutions and proactive communications with an enterprise contact centre offering, for both large-scale centres and at-home agents, provides our clients with all of the on-demand sales and service solutions they require with the most comprehensive interoperability in the industry."

By purchasing contact centre capabilities as a service, companies can deliver stellar customer service while remaining focused on core competencies, leaving the deployment, maintenance and management of the contact centre to XO Interactive. Contact Centre On-Demand is pre-integrated with RightNow Service, a complete, multi-channel software solution that proactively provides customers and agents with the right information at the right time to resolve issues over the phone, on the Web, via email, and in person. The integration of RightNow Service with enterprise-class call centre infrastructure improves agent utilisation rates and enhances customer service.

"It is possible to outperform competitors through the power of positive customer experiences," said Greg Gianforte, CEO of RightNow. "By delivering the combined solution from RightNow and Genesys as a service, and creating a virtual contact centre, XO Interactive is making it possible for organisations to quickly and cost-effectively deliver excellent customer experiences."

"Genesys has pioneered the concept of the Dynamic Contact Centre, in which enterprises dynamically adapt to changing customer service needs, and offer virtual resources that extend beyond the walls of the traditional contact centre," said Wes Hayden, president and CEO of Genesys. "The ability to quickly add agents, web, and self-service capacity is critical to delivering on our vision of the Dynamic Contact Centre, and XO Interactive's on-demand offering is an important milestone," Wes Hayden added

About XO Communications
XO Communications, a subsidiary of XO Holdings, Inc. (OTCBB: XOHO.OB), is a leading provider of 21st century communications services for businesses and communications services providers, including 40 percent of the Fortune 1000 and leading cable companies, carriers, content providers, and mobile operators. Utilizing its unique and powerful nationwide IP network and extensive local metro networks and broadband wireless facilities, XO offers customers a broad range of managed voice, data and IP services in 75 metropolitan markets across the United States. For more information about XO Communications and XO Interactive, visit www.xo.com.

For more information about the RightNow Genesys integrated solution for customer interaction management, voice self-service and multi-channel contact, go to: http://www.rightnow.com/news/article.php?id=7676

RightNow is a registered trademark of RightNow Technologies, Inc. NASDAQ is a registered trademark of the NASDAQ Stock Market.

About Genesys Telecommunications Laboratories, Inc.
Genesys, an Alcatel-Lucent company, is the only company that focuses 100 per cent on software to manage customer interactions over the phone, Web and in e-mail. The Genesys software suite dynamically connects customers with the right resources - self-service or assisted-service - to fulfill customer requests, optimise customer care goals and efficiently use resources. Genesys software directs more than 100 million customer interactions every day for 4,000 companies and government agencies in 80 countries. These companies and agencies can leverage their entire organisation, from the contact center to the back office, to improve the overall customer experience. As a result, Genesys helps stop customer frustration, drive efficiency and accelerate business innovation. For more information, go to www.genesyslab.com or visit the industry blog at www.betterinteractions.com.

About Alcatel-Lucent
Alcatel-Lucent (Euronext Paris and NYSE: ALU) provides solutions that enable service providers, enterprises and governments worldwide, to deliver voice, data and video communication services to end-users. As a leader in fixed, mobile and converged broadband networking, IP technologies, applications and services, Alcatel-Lucent offers the end-to-end solutions that enable compelling communications services for people at home, at work and on the move. With operations in more than 130 countries, Alcatel-Lucent is a local partner with global reach. The company has the most experienced global services team in the industry, and one of the largest research, technology and innovation organizations in the telecommunications industry. Alcatel-Lucent achieved adjusted proforma revenues of Euro 18.3 billion in 2006 and is incorporated in France, with executive offices located in Paris. [All figures exclude impact of activities transferred to Thales]. For more information, visit Alcatel-Lucent on the Internet: www.alcatel-lucent.com.

Media Contact:
Duncan Burford, PR for Genesys, 01780 721433, dburford@iba-europe.com

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