Genesys installs Voice Platform into twenty4help’s expanding UK contact centre network

  • New solution to handle 1.2 million inbound calls every month
  • Increases agents from 100 to 500 at twenty4help’s Newcastle contact centre

Genesys Telecommunications Laboratories, an Alcatel company (NYSE: ALA, Paris: CGEP.PA), today announced that twenty4help, a leading outsourced contact centre service provider, has completed the installation of the Genesys Voice Platform into its developing contact centre network in the UK. The voice self-service solution will enable twenty4help to offer consistent, high quality customer care for its client base which includes organisations such as Sharp, Lexmark, Sun Microsystems and BMW.

The Genesys Voice Platform integrates voice functionality with Internet technologies to create a sophisticated voice self-service solution that allows twenty4help to successfully handle 1.2 million calls and 400,000 emails every month. By providing 24/7 access to basic service functions – such as FAQs – the Voice Platform allows twenty4help to reduce its staffing costs and increase agent productivity by allowing them to focus on more complex interactions that require human involvement.

“The Genesys Voice Platform has been central to our expanding UK operation,” commented Scott Collin, UK Sales Director, twenty4help. “Its standards-based developments and flexible deployment options helped us to grow our business quickly, demonstrated by the increase from 100 to 500 agents at our Newcastle headquarters in just 18 months. The flexible Genesys infrastructure means that we are able to continue our expansion with minimum disruption to our inbound services.

“Our European operation, spanning Germany, The Netherlands, Sweden, Spain, Poland and Italy, has used Genesys solutions for many years and during this time we have experienced
great success – which is why we chose Genesys solutions to power our expansion into the British market,” concluded Scott Collin.

“twenty4help has been a long standing Genesys customer on the continent, so it seemed like a natural progression that it continue this relationship for its British operation,” commented Mark Turner, Director UK and Ireland, Genesys Telecommunications. “twenty4help’s customers demand support services of a proven high quality, and the Genesys Voice Platform conforms to those standards, which was a major factor in selecting it for the newest British centres.”

The Genesys Voice Platform is an open, standards-based software solution that enables companies to make Web-based information available to customers over any telephone. It helps businesses leverage their Web infrastructure investments and uses VXML to extend content to the voice channel for more innovative voice applications at lower development costs.

About twenty4help:
twenty4help was founded in 1992 – as 1&1 Serviceline Gesellschaft fur Sprachkommunikation GmbH – to provide PC and operating system support. The UK operation was initiated in 2001, with the main site in Newcastle-upon-Tyne adding to contact centres in Görlitz (Germany), Maastricht (The Netherlands), Ljusdal (Sweden), Madrid (Spain), Zgorzelec (Poland) and Milan (Italy). The services that twenty4help provides include technical product hotlines and user help desk support – which are backed up by a team of 2,500 fully qualified engineers and supported in 22 different languages.

About Genesys:
Genesys Telecommunications Laboratories, Inc., an Alcatel company, 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 for more information.

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 to their employees. Alcatel leverages its leading position in fixed and mobile broadband networks, applications and services to bring value to its customers in the framework of a broadband world. With sales of EURO 12.3 billion in 2004, Alcatel operates in more than 130 countries. For more information, visit Alcatel on the Internet:

Media Contact:
Paul Roberts, Genesys, 0118 9747144,