Pearson Digital Learning Transforms Customer Service Levels with Genesys

  • Genesys 7.2 Supports Interaction Among Pearson Digital Learning Employees, Teachers, Agents and Managers

Wokingham, March 22, 2007 - Genesys Telecommunications Laboratories, Inc., an Alcatel-Lucent company (Euronext Paris and NYSE: ALU), today announced that Pearson Digital Learning, a provider of research-based digital learning solutions, has made it easier for teachers to connect with Pearson Digital Learning support specialists trained in its digital learning products, regardless of caller or agent location.

An important part of Pearson Digital Learning's business strategy is ensuring that teachers have access to around-the-clock service and support. To transform the level of service they are providing to teachers, Pearson Digital Learning revamped their current contact centre to include e-mail, chat, instant messaging and voice-over-IP multimedia capabilities from Genesys. Offering these multiple communications channels improves Pearson Digital Learning's interaction with teachers who rely on the company's curriculum that spans early foundations through high school graduation, raising the level of achievement for more than 20 million learners in 50,000 schools worldwide.  

"Many teachers are quite restricted as to when they can find a phone to call the Pearson Digital Learning support centre," said Jonathan Mohr, Systems Manager. "We felt that teachers would be able to more easily reach us from computers within their classrooms. Now by simply logging in to the Pearson Digital Learning website, our teachers can access live, online assistance for faster support without leaving their classrooms."

Pearson Digital Learning implemented the Genesys 7.2 Real-Time Interaction suite and Customer Interaction Management (CIM) platform for its core contact centre infrastructure. The company also implemented Genesys Workforce Management (WFM). A global company, Pearson Digital Learning is continuously expanding domestically and internationally. Now managers can pull up-to-the-minute statistics on its Scottsdale, Ariz., operations, by simply using a mobile phone.

"Pearson can now review total numbers of interactions, numbers of abandoned calls, rates and trends, as well as how the company is performing today versus one year ago today, or even how many inquiries they have received per product," said Randy Brasche, Genesys Director, Product Marketing. "This is critical for establishing a dynamic contact centre that monitors real-time knowledge of customer-agent interactions for improved customer service levels."
About Genesys Telecommunications Laboratories, Inc.
Genesys, an Alcatel-Lucent company, is the only company that focuses 100 per cent on software to manage customer interactions over the phone, web and in e-mail. The Genesys software suite dynamically connects customers with the right resources - self-service or assisted-service - to fulfill customer requests, optimise customer care goals and efficiently use resources. Genesys software directs more than 100 million customer interactions every day for 4,000 companies and government agencies in 80 countries. These companies and agencies can leverage their entire organization, from the contact centre to the back office, to improve the overall customer experience. As a result, Genesys helps stop customer frustration, drive efficiency, and accelerate business innovation. For more information, go to or visit the industry blog at

About Alcatel-Lucent
Alcatel-Lucent (Euronext Paris and NYSE: ALU) provides solutions that enable service providers, enterprises and governments worldwide, to deliver voice, data and video communication services to end-users.  As a leader in fixed, mobile and converged broadband networking, IP technologies, applications, and services, Alcatel-Lucent offers the end-to-end solutions that enable compelling communications services for people at home, at work and on the move.  With operations in more than 130 countries, Alcatel-Lucent is a local partner with global reach. The company has the most experienced global services team in the industry, and one of the largest research, technology and innovation organisations in the telecommunications industry. Alcatel-Lucent achieved adjusted proforma revenues of Euro 18.3 billion in 2006 and is incorporated in France, with executive offices located in Paris. [All figures exclude impact of activities to be transferred to Thales]. For more information, visit Alcatel-Lucent on the Internet:

Media Contact:
Lucille Jackson, Genesys, 0118 974 7144,

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