Alcatel-Lucent selects advanced Genesys solutions to expand Synterra’s contact center capabilities
Alcatel-Lucent (Euronext Paris and NYSE: ALU) today announced that Russian national telecommunications service provider Synterra has selected software platforms from Genesys, an Alcatel-Lucent company, to expand its contact center capabilities and in turn offer its corporate clients the option of running their own customized service centres based on these Genesys solutions.
Synterra has selected the Genesys solution in response to the growing demand in the market to offer business customers quality communications services, such as an advanced complete call centre solution with high level of reliability, scalability and system distribution. The complete contact center solution incorporates Open IP Сontact Center and Genesys Voice Platforms. Synterra has already started test operation of the new solution.
Synterra will become Alcatel-Lucent’s first customer in Russia to operate the Genesys Customer Interaction Portal solution. Alcatel-Lucent, in cooperation with Technoserv company, the system integrator for the project and Alcatel-Lucent’s business partner, will ensure a smooth network integration with the existing platform in Synterra’s contact center. While Technoserv provides the solution delivery and overall project management, Alcatel-Lucent will provide a comprehensive set of services, including installation, network integration and commissioning.
“The expansion of Synterra’s contact center is fully in line with our strategy of content-oriented infrastructure creation,” said Vitaly Slizen, General Director of Synterra. “Our new contact center will be a flexible modular architecture providing our clients with a capability to choose from the most complete range of services available in modern call centers. We will be able to fulfil any complicated projects – and we see high demand from commercial, social and political organisations – by combining our experience and powerful communication infrastructure with integrated Genesys and existing call center’s platforms capabilities.”
“Synterra is a valued Alcatel-Lucent customer that is leveraging its communications and technology to dynamically develop its business,” said Johan Vanderplaetse, vice president for Alcatel-Lucent’s activities in the Commonwealth of Independent States. “The new Genesys contact center solution is able to efficiently support ambitious business targets of the operator not only through the efficient customer interaction management, but also through the support of various advanced services to be introduced.”
When fully deployed, the new customer interaction portal solution will enable multi-channel customer contact allowing Synterra to serve its clients through various channels of communication, from telephony and SMS to chat and Internet. The integration of the advanced platforms Open IP Contact Center and Genesys Voice Platform with the operator’s existing call center platform will provide a capability to double the number of agents in Synterra’s contact center and therefore speed up the time of customer traffic processing while introducing the new ways of customer service automation. The hosted Genesys Customer Interaction Portal, capable of supporting both managed and assisted services, enables Synterra to offeritscorporate clients the option of running their own customized service centers with a wide range of operational control, reporting and service management capabilities.
The Genesys solution brings the concept of Dynamic Contact Center, which is focused on orchestrating on all the areas of customer service management and automation. This solution enables Synterra to better manage its daily operations, switch quickly from reactive to proactive customer service, and effectively manage traffic and resources in order to meet changing business requirements. Following customer demand, Synterra can easily arrange agents operations at its customers’ premises with minimal requirements to the customer communication infrastructure due to the open IP-technologies implemented in the solution. As the Genesys solution can be easily integrated with existing CRM and ERP systems of the leading providers, Synterra can also offer customer relations support services based on Application Service Provider Model.
The Genesys solution also includes Info Mart, a single data repository for all interactions: configuration, agent and application-level attached data and Virtual Hold for Genesys, an out-of-the box queue-management solution that allows customers to receive a callback at a convenient time rather than wait on hold.
Synterra Group of Companies includes telecommunication operators Synterra, RTCOMM, PeterStar, Global Teleport, EuroTel, and a number of regional carriers operating in the telecom market since 1992. Synterra is a member of PromSvyazCapital Group. The companies of the Group are licensed to deliver local telephony services in 22 Russian regions, and to provide long-haul and international telephony, data, and connectivity services in the whole Russian territory. Through its own national backbone fiber network the Group controls about 45% of the Russian Internet access market. The companies of the Group deliver communication services in more than 30,000 locations, and they have technical resources to serve all Russian cities and towns, including those in remote and hard-to-reach areas (via VSAT). The Group employs about 2000 people. Its offices are located in Moscow, Saint-Petersburg, Murmansk, Kaliningrad, Chelyabinsk, Ekaterinburg, Volgodonsk, Rostov, Novosibirsk, Ufa, Kazan, and Samara. For more information please visit: external linkwww.synterra.ru
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 external linkwww.genesyslab.com or visit the industry blog at external linkwww.betterinteractions.com.
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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