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Alcatel-Lucent and Genesys implement contact center for Portugal's ZON Multimedia; Begins a new phase to spearhead ZON's new Customer Engagement Strategy
(M2 PressWIRE Via Acquire Media NewsEdge) Paris, -- Alcatel-Lucent (Euronext Paris and NYSE: ALU) announced today it has successfully implemented a contact center for ZON Multimedia, Portugal's leading Pay TV operator and second largest Internet Service Provider. ZON is now implementing Phase Two of this project, which consists of developing new customer service capabilities and thus contributing to ZON's Customer Engagement Strategy.
Alcatel-Lucent will create a new customer service platform for ZON Multimedia, using software from its subsidiary Genesys Telecommunications Laboratories, to significantly enhance the customer experience. The new platform will integrate all ZON's inbound and outbound communications and create new self- and assisted-service channels for its customers, incorporating additional types of media, such as email, video and chat. ZON will be leveraging Alcatel-Lucent's project management capabilities, consulting and design strengths, and software integration experience to support their end-user focused strategy.
ZON Multimedia is Portugal's largest digital cable network operator with almost 1.6 million subscribers, providing multiple services across several platforms, including cable, satellite, ADSL and mobile. It will implement the Genesys Voice Portal and Genesys SIP Server, and integrate with ZON Multimedia's existing Siebel CRM system.
'Top of our agenda was cost containment and high quality customer service.
Alcatel-Lucent addressed both issues and was selected as it offered the best solution for our company. We also wanted to focus on multiple media sources, and this is why we opted for software from Genesys Telecommunications Labs, as its solution gives us a solid platform for growth and integration,' commented ZON TV Cabo Customer Care Manager, Adriano Neves. 'The project consisted of three phases - the first of which was completed in a record seven months. The Alcatel-Lucent team worked closely with us to define, fine-tune and enhance our particular product and business requirements, as well as provide pre- and post go-live support, knowledge transfer and consultancy.
'Phase Two, which we are announcing today, centres on developing our outbound services that are currently provided by third parties and on adding new capabilities that Genesys calls the intelligent Customer Front Door (iCFD).
Adding Genesys Outbound Voice allows us to integrate these agents seamlessly into our operations and centralise our management processes.
The iCFD solution transforms our call answering. It discerns the identity and intent of a caller in the fewest steps, gathers relevant information from our CRM system, determines how best to treat callers based on preferences, resource availability and business rules, and then connects them to the right response including self-service, proactive notification or assisted-service. Phase Three will focus on expanding our voice and email capabilities, as well as incorporating chat and video functionality.'
'One of Alcatel-Lucent's advantages is our experience in integrating complex solutions, which we are delivering to ZON,' said Adolfo Hernandez, President of Alcatel-Lucent's activities for Europe Middle East and Africa. 'We are delighted to be working with Portugal's leading Cable Pay TV operator and look forward to building a long, successful partnership. Increasingly, companies which focus on creating great customer experiences are incorporating a great self-service environment as part of their strategy for stopping customer frustration.' he added.
About ZON Multimedia
ZON Multimedia, listed on the main Portuguese stock index, PSI-20 index, is the leader of the Pay TV market in Portugal and the country's second largest Internet provider. ZON Multimedia has 1,595 million TV clients, 546,000 broadband and 419,000 fixed line customers. ZON Multimedia is Portugal's leading provider of triple play solutions, offering multiple services across several platforms: cable, satellite, ADSL and mobile. Additionally, the company is Portugal's leading content distribution and cinema exhibition company, though its ZON LUSOMUNDO business. For more information, visit ZON at http://www.zon.pt
About Genesys Telecommunications Laboratories Inc.
Genesys, an Alcatel-Lucent company, is the only company that focuses 100% 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, optimize 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 center 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.
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.
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