Vivento Customer Services Expands Managed Services Portfolio with Genesys Outbound Voice

Genesys Telecommunications Laboratories, Inc., an Alcatel company (NYSE: ALA, Paris: CGEP.PA), today announced that Vivento Customer Services GmbH (VCS) has opted to expand its customer service portfolio for enterprises, deploying Genesys Outbound Voice as a new managed customer interaction service. The extension of 750 outbound seats at 11 VCS sites marks one of the largest outbound implementations of its kind in Germany.

VCS, a 100 per cent subsidiary of the Deutsche Telekom, provides integrated and individualised customer relationship management (CRM) solutions and services, including telemarketing, sales support and business process outsourcing, to enterprises in the German speaking markets. Genesys Outbound Voice enables VCS to automate outbound contact centre functions and manage outbound telemarketing campaigns via predictive dialling. 

During extensive test processes performed throughout the corporation on different dialler platforms, Genesys Outbound Voice integrated seamlessly with the existing VCS technology. 

“Its independence from platforms and automatic call distributor (ACD) systems were key factors in the selection of Genesys Outbound Voice by VCS. This saves us time and costs during the implementation and also later with possible extensions,” said Christoph Bill, Head of IT and Telecommunications at VCS. “As a result of VCS’ previous, positive experiences with Genesys solutions and services, we are certain to have made the right choice.”

Genesys Outbound Voice, a pure software solution that can be integrated with existing telephony systems, enables the simple management of outbound campaigns and optimises all outbound resources, including agent productivity, multi-site reporting and multi-switch support. At the same time, Genesys Outbound Voice considers and complies with legal telemarketing regulations. Other advantages include real-time monitoring, intelligent reporting and the option of including agent scripting to assist agents with outbound campaigns. Additionally, the software can automatically detect call status to ensure that agents only engage in ‘live’ calls, increasing productivity.

VCS expects that predictive dialling will lead to a 50 per cent agent productivity increase over traditional manual dialling. Predictive dialling also alleviates the frustration that contact centre agents experience when manual dialling is the only option available to them. 

VCS, T-Systems and Genesys worked together to integrate three VCS sites and implement the new solution in just four months. The subsequent roll-out at other sites was completed within three business days for each site, and specific changes to the graphical user interface (GUI) and reporting were efficiently carried out as well.

“In a typical contact centre, the personnel costs amount to 60 to 80 per cent of the overall costs,” said Michael-Maria Bommer, regional vice president and managing director for Genesys in Germany. “This means that companies must automate as many processes as possible and use their employees as efficiently as possible. A software technology that can provide the agents with real-time information about the customer, at any time, helps to effectively handle calls. It also reduces personnel fluctuation, while ensuring customer loyalty.”

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 Managed Communications Services
Alcatel draws on its worldwide expertise with both service providers and enterprises to deliver an industry-leading portfolio of Managed Communications Services. The Alcatel portfolio includes managed solutions for business communication, employee interaction, and customer interaction and is backed by full go-to-market support to ensure business success. Today Alcatel is working with many of the world's leading service providers to rapidly roll out high-value Managed Communications Services for enterprises of all sizes.

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

About Vivento Customer Services
Vivento Customer Services GmbH (VCS) was founded on January 1, 2004. VCS is headquartered in Bonn (Germany). The company offers integrated and individualized solutions and services for Customer Relationship Management and Sales. Operating across Germany, the VCS network currently consists of 18 sites. VCS has a workforce of about 3,600 highly-qualified employees. It is a 100-percent subsidiary of the Deutsche Telekom. For further information, please visit http://www.vivento-cs.de.


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