MTS deploys Alcatel contact center solutions across Russia
Paris, December 14, 2005 – Alcatel (Paris: CGEP.PA and NYSE: ALA) today announced completion of a multimillion Euro contract with Mobile TeleSystems OJSC (NYSE: MBT), the largest mobile phone operator in Russia and the Commonwealth of Independent States (CIS).
Under the terms of this contract, signed in June 2005, Alcatel delivered MTS its best-in-class contact solutions, which were deployed in the largest Russian citiescities.. Alcatel managed all the relevant phases of the project from design to installation and commissioning on schedule. The Alcatel solution supports 2250 agents across eight macro-regional sites, serving more than 41 million MTS customers across Russia and CIS.
Alcatel’s solution includes its industry-leading Genesys contact center software, including Genesys Inbound Voice, a sophisticated customer interaction management solution that directs customer requests to the best available company agent or resource based on real-time customer information; Genesys Voice Platform, an advanced software-based Interactive Voice Response (IVR) platform for deploying voice self-service applications; and the Alcatel OmniPCX Enterprise solution, Alcatel’s leading IP telephony and communications platform for large enterprises.
With an open approach that was smoothly integrated into existing MTS infrastructure and business applications, the total solution allows MTS to deliver superior customer service and allows for the blending of self-service and assisted agent service to reduce costs. Additionally, the Genesys software is optimized to run on the Alcatel OmniPCX platform to provide centralized management of the solution.
Implementation of this project enables MTS to offer consistent, high quality customer care to its client base, including advanced customer self-service. It extends MTS customer service capabilities to efficiently handle a broader range of queries and appropriately rout customer’s calls based on real-time statistics and customer information.
Mikhail Shamolin, vice-president MTS commented: “Customer service is one of the key focus areas for mobile operators. With our new Alcatel’s contact center solution we can count on a significant improvement in the delivery of enhanced customer care to a fast growing subscribers base of MTS, both with self-service and assisted agent support.”
“MTS is a strategic partner of Alcatel in Russia and we are glad to support this operator on one of the most critical aspects of business – delivering quality customer care. Alcatel and Genesys best-in-class solutions for contact centers will enable MTS to make the most of every customer call and relationship to grow its business and build long term customer loyalty,” said Alexander Mikoyan, Alcatel CSO in Russia.
Mobile TeleSystems OJSC (“MTS”) is the largest mobile phone operator in Russia and the CIS. Together with its subsidiaries, the Company services over 54,11 million subscribers. The regions of Russia, as well as Belarus, Ukraine and Uzbekistan, Turkmenistan, Kyrgyzstan in which MTS and its subsidiaries are licensed to provide GSM services, have a total population of approximately 238,2 million. Since June 2000, MTS’ Level 3 ADRs have been listed on the New York Stock Exchange with the ticker symbol MBT. Additional information about MTS can be found on MTS’ website at www.mtsgsm.com.
About Alcatel’s Integration and Services activities
Alcatel offers a comprehensive portfolio of services to all telecom carriers (fixed and mobile) as well as to industries and public sectors (Energy, Transport, Public Sectors, Defense and Security). To meet the increasing demand from customers to have a strategic and flexible services partner, Alcatel’s services cover both multi-vendor and multi-technology communication networks and are customized to the specific needs of the customer. Alcatel can take responsibility - locally and throughout the world - for some or all of the network design, build, systems and OSS integration, deployment, security, operation and maintenance. Alcatel is also the leader in the growing outsourcing market.
About Genesys Telecommunications Laboratories, Inc.
Genesys, an Alcatel company, is 100 percent focused on software for contact centers. Leading companies in the Global 2000 and Fortune 1000 use Genesys to deliver interactions that drive better business. With 3000 customers in 80 countries, Genesys directs more than 100 million customer interactions every day. Genesys allows enterprises to achieve key business objectives by tying together customer interactions, people, and customer information in both traditional telephony and IP environments. Sophisticated routing and reporting across voice, e-mail, documents and Web interactions, coupled with integrated self service, ensure that customers are quickly connected to the right resource - the first time. Genesys solutions stop customer frustration and allow enterprises to deliver superior customer satisfaction and improved business results. For more information visit us at www.genesyslab.com
Alcatel provides communications solutions to telecommunication carriers, Internet service providers and enterprises for delivery of voice, data and video applications to their customers or employees. Alcatel brings its leading position in fixed and mobile broadband networks; applications and services, to help its partners and customers build a user-centric broadband world. With sales of EURO 12.3 billion and 56,000 employees in 2004, Alcatel operates in more than 130 countries.
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