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
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
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