BT goes live with next generation Genesys network-based routing solution

Following the recent launch of a major new initiative into the Managed Services sector, Genesys Telecommunications Laboratories, Inc., a subsidiary of Alcatel, has announced that BT has gone live with an advanced next generation Genesys Managed Services solution. BT has chosen Genesys Network Routing, integrated with Alcatel’s SCP Intelligent Network platform, to provide major UK organisations in key markets such as financial services, telecoms and utilities with next generation network-based routing that is set to deliver significant improvements in customer service.

BT’s Genesys Advanced Intelligent Network (BT G.A.I.N) solution can now offer major customers a significant reduction in the many misdirected calls that frustrate customers, yet until now have never really been captured or acknowledged by enterprise contact centre and CRM systems.

The new solution consists of two market-leading products - Alcatel’s SCP Intelligent Network (IN) platform, the Open Service Platform responsible for routing across BT’s core network, and Genesys Network Routing. Genesys worked with Alcatel to integrate BT G.A.I.N with BT’s existing IN platform to enable a number of advanced features including a network-based call answering service, improved call handling, and the ability to transfer calls between multiple sites without having to pay for expensive tie-lines to link different call centres.

With the new solution, call routing decisions are made while calls are still in the BT network, and customer calls are then routed more quickly to an agent with the skills and information needed to meet their requirements. Should calls need to be passed to another agent, all relevant customer data and their interaction history is also transferred, removing the need for customers to repeat their personal data and requests at every stage. This solution is an important development for BT as it provides an ideal platform for value-added inbound services while also delivering long-term agent efficiency savings. For example, the solution can generate front line agent efficiency savings of up to ten per cent, along with demonstrable service improvements for the end customer.

Commenting on the deployment of the Genesys technology, BT’s Director of Network Products, John Weaver, said: "We see BT G.A.I.N as a key enabler for virtual contact centres – even for the significant number of our customers who already have mixed ACD and CTI environments. This has given us an ideal platform for evolving customers from premises-based to network-based routing, and it provides a powerful differentiator in the marketplace. We look forward to developing our business and working with Genesys to bring its clear customer service benefits to some of the UK’s largest organisations."

"With its extremely powerful intelligent networking capability, BT G.A.I.N has the potential to deliver both real value for BT, and also to potentially cut the cost of call routing, transfer and redirected calls for the UK’s largest organisations," added Gerry Brown, Genesys’ UK Channels Director. "In addition to key benefits such as reducing average agent handling times and cutting the amount of misdirected calls, the solution also provides an ideal platform for delivering key requirements such as improved customer segmentation and support for the latest self-service and assisted service initiatives.

"BT has already seen some impressive results from its initial trials, and we look forward to working with the company as it develops its intelligent networking offering," Gerry Brown continued. "At a time when many organisations don’t even know what happens to the calls that get transferred from their premises-based equipment, we’re excited to be part of an important BT initiative that is set to provide UK organisations with a solution that helps them offer a more focused service and resolve issues more often during the initial contact."

Leveraging Genesys Network Routing, BT G.A.I.N offers a range of different functionality including load balancing across multiple sites, intelligent routing of customer calls, data-driven routing, agent profile routing, and flexible, customised routing strategies. BT has implemented the solution to provide major organisations with customer-required levels of service capability, from basic screen pop and data attach capabilities, through take-back and transfer to comprehensive multimedia, Web co-browse, e-mail and voice integration solutions.

BT is one of Europe's leading providers of telecommunications services. Its principal activities include local, national and international telecommunications services, higher-value broadband and Internet products and services, and IT solutions. In the UK, BT serves over 21 million corporate and residential customers with more than 28 million exchange lines, as well as providing network services to other licensed operators.

Alcatel provides end-to-end communications solutions, enabling carriers, service providers and enterprises to deliver content to any type of user, anywhere in the world. Leveraging its long-term leadership in telecommunications network equipment as well as its expertise in applications and network services, Alcatel enables its customers to focus on optimising their service offerings and revenue streams. With sales of EURO 16.5 billion in 2002, Alcatel operates in more than 130 countries. For more information, visit Alcatel on the Internet: www.alcatel.com

Genesys Telecommunications Laboratories, Inc., a subsidiary of Alcatel, is 100 per cent focused on software for call centres. Genesys recognises that better interactions drive better business and build company reputations. Customer service solutions from Genesys deliver on this promise for Global 2000 enterprises, government organisations and telecommunications service providers across 80 countries, directing more than 100 million customer interactions every day. Sophisticated routing and reporting across voice, e-mail and Web channels ensure that customers are quickly connected to the best available resource – the first time. Genesys offers solutions for customer service, help desks, order desks, collections, outbound telesales and service, and workforce management. Visit www.genesyslab.com for more information.

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