Genesys to implement complete multimedia routing system for fast-growing Irish mobile operator, Meteor
WOKINGHAM, 30 September, 2008 - Genesys Telecommunications Laboratories
- Routing and IVR system integrates real-time customer interactions and service-related activities to enhance the customer experience
, an Alcatel-Lucent company (Euronext Paris and NYSE: ALU), will implement a complete multimedia routing and IVR (Interactive Voice Response) solution for Meteor Mobile Communications, which has a 19 per cent share of the mobile telecoms market and over one million customers. For the first time, the Genesys solution will provide Meteor with a platform that integrates all customer interaction types. The system’s in-depth reporting will enable Meteor to consistently evaluate its contact centre and always put customer care at the forefront of its business.
The Genesys platform offers a modular approach so that expanding contact centres like Meteor's can add capabilities as and when needed. Enterprises can choose to support customer interactions via any communication channel, including VoIP, email, chat and voice self-service. The system also maximises agent productivity by fully integrating real-time customer interactions with service-related activities, such as off-line work item processing and training. Genesys' Professional Services work closely with Meteor to define, fine-tune and enhance product and business requirements, as well as provide pre- and post go-live support, knowledge transfer and consultancy.
Michael Toner, ICR Programmer Manager, Meteor said: "Genesys was selected as it offered the best solution for our company. At Meteor, we put the customer at the centre of everything we do and this is mirrored in our customer care operations. We also wanted to focus on multiple media sources, which is why we opted for Genesys, as its solution gives us a solid platform for growth and integration. One of the key criteria we were looking for, which Genesys absolutely fulfilled, was its experience in this type of project."
Mark Turner, Vice President and Managing Director of Genesys UK and Ireland, added: "We're delighted to win this contract and look forward to building a long, successful working relationship with Meteor. Increasingly, companies who focus on creating great customer experiences are incorporating a great self-service environment as part of their strategy for stopping customer frustration."About Meteor
Meteor Mobile Communications was established in 2001 having been awarded Ireland's 3rd mobile licence. Meteor Mobile Communications is a wholly owned subsidiary of eircom Group plc. As an Irish mobile communications provider, Meteor aims to bring real competition, and its benefits, to the Irish mobile market. Meteor has enjoyed unprecedented growth in recent years and now has over one million customers and 19 per cent market share (Sept 08). http://www.meteor.ie/ 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 fulfil 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 organisation, 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 www.genesyslab.com or visit the industry blog at www.betterinteractions.com
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 transferred to Thales]. For more information, visit Alcatel-Lucent on the Internet: http://www.alcatel-lucent.com
Duncan Burford, UK PR for Genesys, 01780 721 433, firstname.lastname@example.org
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