Proactive customer engagement should be a top priority in enhancing the customer experience

  • Keynote presentation by Gian Mario Casarola, Genesys at Jantar AproCS, Lisbon, 29th October
Lisbon & Madrid, 26th October, 2009 — At this year's Jantar AproCS, Gian Mario Casarola, Sales Manager Iberia at Genesys Telecommunications Laboratories, an Alcatel-Lucent company (Euronext Paris and NYSE: ALU), will demonstrate how proactive engagement can ensure that businesses can reap greater rewards from better service. He will look at the sorts of new customer strategies and advanced solutions that businesses can adopt that will not just drive internal efficiency, but provide the best resources to customers across all media channels.

While many companies are starting to recognise the economic value of good customer service, many still do not consider the end-to-end customer experience. As new forms of communication develop, it is becoming increasingly important for companies to provide an integrated cross-channel customer experience, as this is currently proving to be a real challenge for Portuguese contact centres. The presentation will discuss how a truly Dynamic Customer Engagement (DCE) strategy covers all processes involved in customer service – from back office operations to front line communication with customers – and can help businesses to ensure they are meeting customer expectations. Gian Mario Casarola will also demonstrate how the DCE model suggested by Genesys will help businesses synchronise their operations to reap significant benefits not only from their contact centres but from the enterprise as a whole.

“Customer service is fast becoming a top priority for businesses in Portugal especially as new contact centre regulations, stating that customers cannot wait for more than one minute without a call-back, are coming into force next year,” commented Gian Mario Casarola, Sales Manager Iberia, Genesys. “The Dynamic Customer Engagement model is focused at proactive and optimised service, providing the customer with the best possible interactions across all media channels, whilst also streamlining contact centre and enterprise-wide business processes. Attendees to the presentation will also be able to see in more detail how companies have increased effectiveness across different areas of their operations, and how Genesys has ultimately helped them enhance their consumer experience and company productivity.”

Genesys' Dynamic Customer Engagement presentation, part of the Jantar Associacao de Profissionais de Customer Service, will take place on Thursday 29th October 2009 at 19:30 in Restaurante Menimos do Rio, Lisbon.

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 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

About Alcatel-Lucent
Alcatel-Lucent (Euronext Paris and NYSE: ALU) is the trusted partner of service providers, enterprises and governments worldwide, providing solutions to deliver voice, data and video communication services to end-users. A leader in fixed, mobile and converged broadband networking, IP technologies, applications and services, Alcatel-Lucent leverages the unrivalled technical and scientific expertise of Bell Labs, one of the largest innovation powerhouses in the communications industry. With operations in more than 130 countries and the most experienced global services organization in the industry, Alcatel-Lucent is a local partner with a global reach. Alcatel-Lucent achieved revenues of Euro 16.98 billion in 2008 and is incorporated in France, with executive offices located in Paris. For more information, visit Alcatel-Lucent on the Internet:

Media Contact:
Manuela Whittaker, PR for Genesys Iberia, +44 1780 721 433,

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