Genesys Helps CPP Customers Gain Faster, More Efficient Service After Losing Valuables

  • CPP Group Deploys Genesys CIM Platform to Enhance Customer Service, Improve Productivity and Reduce Costs

WOKINGHAM, January 16, 2007 - Genesys Telecommunications Laboratories, an Alcatel-Lucent company (Euronext Paris and NYSE: ALU), today announced a GBP 4 million order for the Genesys Customer Interaction Management (CIM) platform from the CPP Group Plc (CPP), a leading international life assistance service provider.

CPP will use the CIM platform to support customers whose valuables - such as credit and debits cards, mobile phones, keys and personal identities - have been lost or stolen. The CIM platform will manage inbound and outbound voice channels and will support new voice self-service capabilities which are to be added.

With the platform, CPP will be able to enhance the customer experience, optimise agent productivity and reduce overall operating costs for the 319,000 inbound and 120,000 outbound interactions agents manage every month. Because CIM is built on open standards, CPP is able to future-proof its investment and establish a scalable base on which the company can develop an integrated international operation.

The implementation of computer telephony integration (CTI) with screen-pop and integrated voice self-service will provide CPP agents with greater visibility and management of customer data and calls. This helps create a more cohesive service for customers and greater productivity among agents, as the system automatically identifies the customer before the agent verifies their identity with a number of security questions.

"Our customers are at the heart of our business, and although we receive many operational benefits from implementing the Genesys CIM platform, the greatest improvement will be for the customer, who will receive faster and more effective service," commented Neil Hamilton, Group IT Director, CPP. "The new platform will coordinate services across our contact centres in York and Tamworth, and we'll have greater management of information across the two sites. Screen-pop technology will reduce the time taken for customer identification and verification, and will help ensure a smooth interaction for the customer."

CPP has seen strong initial benefits from a multi-channel customer service, and now plans to extend and integrate its multi-channel offerings to other areas of the business via the Genesys CIM platform.

Neil Hamilton continued: "The project was initiated by a need to replace our end-of-life dialer, but as we started to assess integration issues, and thought about where we wanted to go as a business, we realised that the Genesys platform could provide us with the functionality that we need now, and the tools that we will want in the future, such as IP."

Genesys Vice President of UK & Ireland, Mark Turner, said: "We are seeing that businesses in a range of sectors are looking for ways to differentiate themselves to customers, but they also have the ever-present pressure of cost, so these companies are faced with having to reduce the scale of their contact centres. The CIM platform addresses these issues very effectively, helping to maximise available resources and reduce operating costs. This makes the Genesys platform a viable investment for all businesses."

The Genesys solution will be implemented at CPP in UK outbound and inbound voice channels before being rolled out across the rest of the group's countries of operation.

About CPP Group Plc
The CPP Group Plc operates in the emerging life assistance market. It helps people take advantage of the opportunities and choices that result from the increasing complexity, mobility and pace of modern life. Its product portfolio provides customers with support and protection for what's important to them, including their plastic cards, mobile phones, keys and identities. Where these are lost or stolen, people are increasingly demanding help to put things right. This is life assistance.

CPP has been providing life assistance services for more than 25 years and, with more than 10 million customers and 280 business partners across Europe, North America and Asia, it knows how to do it well. CPP employs over 1,500 staff, who handle 4.3 million service conversations and 9.6 million telemarketing conversations each year.

The CPP Group Plc has consistently generated increasing revenue growth. In 2005, group revenue was GBP 168.1 million, an increase of more than 11 per cent over the previous year. This is more than treble the sales level of 2000. For more information visit: www.cpp.co.uk

About Genesys Telecommunications Laboratories, Inc.
Genesys, an Alcatel-Lucent company, is 100 per cent focused on software for customer interactions. Genesys provides an integrated software suite for dynamic environments, automatically adjusting to balance corporate resources, marketing goals, and customer needs. With 3,300 enterprise customers in 80 countries, Genesys directs more than 100 million customer interactions every day. Genesys allows its customers to leverage their entire organisation, from the contact centre to the back office, to improve the overall customer experience. Customers are quickly connected to the right resource - the first time - using sophisticated routing and reporting, integrated voice, e-mail, Web interactions, and self service. As a result, Genesys helps stop customer frustration, drive efficiency, and accelerate business innovation. For more information, visit us at www.genesyslab.com

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 79,000 employees and 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 proforma combined revenues of Euro 18.6 billion in 2005, and is incorporated in France, with executive offices located in Paris. For more information, visit Alcatel-Lucent on the Internet: www.alcatel-lucent.com

Media Contact:
Lucille Jackson, Genesys, 0118 974 7144, ljackson@genesyslab.co.uk


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