Personal Paraguay mobile operator selects Alcatel-Lucentís advanced IP Contact Center solution to deliver personalized customer service
Leading Paraguay mobile operator Nucleo has chosen Alcatel-Lucentís IP Contact Center solution (Euronext Paris and NYSE: ALU) to drive increased customer satisfaction for the users of its Personal Paraguay mobile telephony service. Based on the Alcatel-Lucentís OmniPCX platform and OmniGenesys Contact Center, this solution offers responsive, secure and reliable personalized communications for customers through round-the-clock access, SMS or e-mail interaction, real-time and historic custom statistics, work force forecast, and voice portal services.
The new comprehensive solution, which will enhance the customer experience, includes a new IP telephony infrastructure, IP phones and software for softphones, an industry leading contact center based on Genesys Laboratories technology, including the Genesys Voice Platform, Genesys Workforce Management, and Genesys 7.x Customer Interaction Management Framework, and Alcatel-Lucent services including project management, consulting, installation, commissioning, software integration and maintenance.
ďPersonal Paraguay handles more than 1,300,000 customer transactions a month for its Personal Paraguay services. It was important for us to find a solution that would deliver faster linkage of people, processes and resources for our more than 280 customer service representatives to provide global service to our customers,Ē said Mario Bort, IT manager of Personal. ďThe Alcatel-Lucent OmniGenesys solution delivers uniform communications features and capabilities across branch offices and remote locations so we can extend our operations and increase agent productivity using outbound and inbound screen pops and decrease manpower costs using workforce management forecast tools.Ē
ďThis deployment with Personal Paraguay enhances Alcatel-Lucentís presence as a key supplier of IP contact center solutions. The new contact center service is pure IP. In addition to moving all internal voice traffic into IP trunks, we will be deploying Alcatel-Lucent IP telephones. It will be full voice over IP straight to the desktop,Ē said Olivier Picard, President of Alcatel-Lucentís activities in Europe and South. ďOur shared approach to managing the converged system has been very successful. Personal Paraguay handles all of the network performance management, moves, additions and changes, and Alcatel-Lucent Global Services takes care of the implementation and upgrades for voice servers, IVRs, and contact center applications.Ē
Personal, a brand developed over nine years of presence in Paraguay, has become a leading mobile telephony company in the country. With more than 1.500.000 customers, it leads the market with coverage in more than 200 cities, 4.000 kilometers of highways, and services in 5 continents through its International Roaming service.
Personal also offers a variety of services and benefits to its subscribers such as:
* Broadband Internet Access with EDGE, WiFi and WiMAX technologies.
* Club Personal, a program designed to reward customersí loyalty.
* Personal Mania, a plan exclusively for youngsters with the most affordable message service in the country and a wealth of content to personalize mobile phones.
* A 150-SMS prepaid card, the only card designed specifically for SMS.
* MaxiCarga, a super-affordable prepaid system that allows top-ups from USD 0.20.
* Promo saldo gratis (Free Credit Promotion), the new benefit from Personal that gives Gs 250 (USD 0.05) for each SMS received from other service provider. This free benefit can be used to make calls, send messages or surf the web.
This is how Personal is taking communications to a higher level and offering its customers the best service available. For more information, visit Personal on the web www.personal.com.py
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 organizations 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
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