T-Mobile Germany Transforms Customer Service with Genesys Dynamic Contact Center
Today at G-Force San Diego, Genesys Telecommunications Laboratories, Inc., an Alcatel-Lucent company (Euronext Paris and NYSE: ALU), announced that T-Mobile Germany, the leading provider of mobile communication services in Germany and the largest company within the T-Mobile International group, has been selected from more than 240 applicants as a finalist for the second annual 2007 Genesys Customer Innovation Awards.
Using technology innovatively to streamline and optimize customer service, T-Mobile Germany partnered with Genesys to transform its customer contact center into a Dynamic Contact Center (DCC), increasing customer satisfaction as well as improving the contact center’s alignment with company business goals. Finalists strive to provide excellent customer service through the innovative use of technology in highly dynamic environments. Furthermore, the DCC showcases how customer service can be elevated to a strategic business asset designed to increase overall customer loyalty and business value. A DCC stops customer frustration, drives contact center efficiencies and accelerates business innovation.
“The goal of the awards program is to recognize the world’s most dynamic contact center environments,” said Wes Hayden, president and CEO, Genesys. “T-Mobile Germany has strategically leveraged the Genesys suite of contact center solutions to achieve an optimal balance of customer traffic, internal resources and business outcomes. The most universal common thread among all of the innovators is the ability to link business issues to customer service, achieve optimization and treat the contact center as a strategic opportunity.”
T-Mobile Germany began working with Genesys in 2006, when it set out to harness the skills of all its workers, better serve customers and create a dynamic customer service experience. The company decided to develop a fully integrated customer service system using the Genesys Customer Interaction Management Platform, and implemented the Genesys Business Process Routing solution with Inbound Voice.
The new technologies allowed T-Mobile to integrate all of its customer contact technology and business processes into one routing stream. Today, the company has greater control over the deployment of its contact center and back-office workforce, and an increased ability to meet its service-level agreements. And for the first time, T-Mobile can generate reports that reflect the full range of customer interactions across various media.
“With the solution we have in place now, we can react almost instantaneously to changes in business priorities and set the focus to where it creates the biggest benefit. And best of all, we can see the results almost immediately.” said Nikola Cvijanovic, vice president and IT manager for customer service at T-Mobile Germany. “The system is designed so that we are always offering the most efficient customer service possible.”
In defining its DCC vision, Genesys looked at the global customer service leaders among the 4,000 companies currently using its software. Genesys recognized that customers have started to deploy elements of the DCC vision today, based on key capabilities. Genesys created the Genesys Customer Innovation Awards to recognize those customers who are already making strides toward creating DCCs. The program also enables sharing of experiences among the Genesys customer community.
T-Mobile Germany presented to a panel of analyst judges during the semi-finals at Alcatel-Lucent Forum, held in Paris in February 2007. The company attained perfect scores in several of the 17 scoring criteria, and was selected for its business process strategy, extending access across the organization and overall customer satisfaction. T-Mobile Germany will receive recognition at G-Force San Diego, Genesys’ annual user conference, today in San Diego, Calif. For more information on the event, visit: http://www.genesysgforce.com.
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