Genesys and Atos Origin Announce Largest European Rollout of Genesys Voice Platform at Bouygues Telecom
Bouygues Telecom will rely on Genesys Voice Platform to benefit from the latest development in voice service technology.
Paris, 5 January 2006 - Genesys Telecommunications Laboratories, an Alcatel company (NYSE: ALA, Paris: CGEP.PA), and Atos Origin have announced the signing of a major contract with Bouygues Telecom, one of the top three mobile telephone operators in France. Bouygues Telecom has chosen Genesys Voice Platform to replace its existing, outdated contact center platforms. The introduction of Genesys Voice Platform is part of Bouygues Telecom’s strategy to acquire a standards-based voice server architecture that converges with Web solutions to support multichannel relationships, and to take a first step toward implementing IP capabilities in its contact center infrastructure in France. The solution will give Bouygues Telecom all the benefits of a VoiceXML solution, guaranteeing better continuity between the contact center and self-service capabilities for a maximum return on investment.
Bouygues Telecom runs six customer contact centers and employs 2,500 customer advisors across France. In Autumn 2004, Bouygues Telecom issued a request for proposals to find a new platform that was both open and expandable so it could host existing voice applications and replace obsolete platforms. In July 2005, the company settled on Genesys Voice Platform, Network Edition, an IP-enabled software-only solution that offers standards-based development, flexible deployment options, simplified integration and improved time to market for voice applications. Bouygues Telecom implemented 5,500 ports of Genesys Voice Platform as a key component of its customer service strategy.
“We were very taken with this solution’s capabilities and flexibility and the many references from Genesys,” explained Yves Caseau, ISM of Bouygues Telecom. “With Genesys Voice Platform, we can migrate our existing applications in complete security and exploit the latest technological innovations in voice services. We’re very pleased to be the first French operator to gradually move toward a VoiceXML architecture based on an IP structure—a clear-cut competitive advantage which will allow us to provide continual customer service improvements, whether in self-service or multi-channel mode.”
Information technology services company Atos Origin was engaged for its expertise and experience in the European voice service market. Accordingly, Atos Origin was entrusted to deliver consulting, design and integration services for the entire solution, including Genesys Voice Platform, server platforms and voice applications.
“With more than ten years of experience in the voice sector, Atos Origin is pleased that Bouygues Telecom chose us for this innovative project aimed at simplifying the architecture and growing productivity while optimizing production. Based on VoiceXML and session initiation protocol (SIP) standards, Genesys Voice Platform meshes perfectly with both systems integrator and the operator’s network. It guarantees sustained investment while significantly improving time-to-market for the services provided,” affirmed Thierry Mileo, Vice President Telecom Market, France - Atos Origin.
“We’re happy with our ongoing partnership with Bouygues Telecom, especially as this is the largest Genesys Voice Platform deployment in Europe thus far,” declared Claudine Cherfan, France general manager at Genesys. “The key asset of telecommunications operators is the ability to provide the best quality service to customers. With Genesys Voice Platform, Bouygues has chosen not only one of the best software solutions on the market, but also an overall strategy for optimizing its customer services.”
Under the terms of the contract signed in July 2005 for an 18-month term, some 30 voice applications, including 630 at Bouygues Telecom that deliver consumption-related information and enable prepaid reloads, will gradually be migrated to the new platform.
Genesys Voice Platform
Genesys Voice Platform is a new generation of interactive software-only voice solutions, which takes Internet technologies into the world of voice, offering new self-service voice applications. Intended for any size of business, GVP is part of Genesys’ strategy to increase the availability of IP opportunities.
Businesses seeking to migrate to IP can now do so without a massive overhaul of their system because the IP version of GVP authorizes Time Division Multiplexing (TDM) and IP to coexist in the same environment. TDM environments limit contact center software ROI because of the infrastructure’s higher complexity and cost of ownership. By adopting Genesys’ Open IP approach, a business can optimize its ROI with GVP and achieve better customer satisfaction and customer loyalty.
About Bouygues Telecom
“To become the top-ranking mobile communication service” is Bouygues Telecom’s goal as it constantly strives to accommodate and serve its 7.8 million customers. Creator of Forfait in France in 1996, the company launched i mode™ services in November 2002. To date, 1.3 million French customers use this pocket Internet to access over 350 useful sites every day and exchange e-mails with Internet addresses the world over. Bouygues Telecom’s EDGE network reaches over 90% of the population. After rolling them out to businesses and professionals, Bouygues Telecom marketed broadband i-mode™ services in October 2005.
About Atos Origin
Atos Origin is a leading international information technology services company. Its business is turning client vision into results through the application of consulting, systems integration and managed operations. The company’s annual revenues are more than EUR 5 billion and it employs over 46,000 people in 40 countries. Atos Origin is the Worldwide Information Technology Partner for the Olympic Games and has a client base of international blue-chip companies across all sectors. Atos Origin is quoted on the Paris Eurolist Market and trades as Atos Origin, Atos Euronext Market Solutions, Atos Worldline and Atos Consulting.
About Genesys Telecommunication 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. For more information, visit Alcatel on the Internet: http://www.alcatel.com.
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