Genesys Enterprise Routing Solution helps Telewest Broadband save £multi million each year

Implementation of Genesys-powered contact centre solution drives Telewest Broadband’s new ‘Intuitive Routing’ strategy to achieve large scale increase in customer satisfaction

WOKINGHAM, 21 June 2005 — Genesys Telecommunications Laboratories, a subsidiary of Alcatel (NYSE: ALA, Paris: CGEP.PA), today announced that its Genesys Enterprise Routing solution has helped Telewest Broadband achieve a significant increase in customer satisfaction rates for interactions with its UK contact centres. Telewest Broadband, the broadband communications and media group, serves its 1.8 million residential customers through a dedicated UK contact centre network comprising some 2,300 agents working across multi site contact centres. The implementation of Genesys Enterprise Routing is part of a major technology investment and has provided Telewest with a large scale cost reduction of its entire customer service costs.

The increased customer satisfaction and reduction in customer services costs mean that the company’s business case was significantly ahead of expectations. Telewest Broadband selected the Genesys Enterprise Routing software to help increase the levels of service provided to customers, to reduce the average call length and save agents' time. This implementation now drives Telewest Broadband’s contact centre strategy and supports the integration and development of its in-house customer services development programme.

“We selected Genesys Enterprise Routing on the basis that it could help us create a ‘virtual’ contact centre environment in which we could route interactions based on real-time statistics, customer-stored data, or customer-defined business rules,” commented Steve Stewart, Customer Care Director at Telewest Broadband. “By routing incoming calls to each Telewest Broadband customer's local contact centre and the best skilled agent available from our workforce, we can ensure that customer calls are fielded by the person with all the necessary expertise to resolve queries quickly and easily.

“The Genesys 'contact centre virtualisation' project has offered us skills-based routing on an enterprise level. From the early results of the project onwards, we have seen staggering time and cost savings generated from the enhanced performance of our centres and the subsequent rise in customer satisfaction levels,” added Steve Stewart.

Genesys Enterprise Routing enables a company to identify and precisely route customer interactions based on the company's unique business criteria. It uses customer data and interaction history to make routing decisions, and it delivers relevant information to agents so that they can most effectively meet a customer's needs or engage them in a new opportunity.

At the core of Genesys' routing solutions is a ‘universal’ routing capability that can simultaneously handle routing requests for voice calls, e-mails, web interactions, and other media types. Universal routing evaluates each interaction type and origination so that each gets the proper treatment and priority according to the business rules of the enterprise.

Electronic images are available on request from genesys@iba-europe.com

About Telewest
Telewest, the broadband communications and media group, currently passes and markets to 4.7 million homes and provides multi-channel television, telephone and internet services to 1.8 million residential customers and Telewest Business, the company’s business division, supplies broadband communications to the public and private sector markets.

About Genesys
Genesys, an Alcatel company, is 100 percent focused on software for contact centers. 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.

Media Contact:
Paul Roberts, Genesys, 0118 9747144, proberts@genesyslab.co.uk