Crowley Data Poland uses Genesys Contact Centre Solution to Improve Customer Satisfaction and Reduce Support Costs
Qumak-Sekom responsible for smooth installation
of Genesys Express IP Contact Centre
Warsaw, February 8, 2006 – Genesys Telecommunications Laboratories, Inc., an Alcatel company (NYSE: ALA, Paris: CGEP.PA) today announced that Crowley Data Poland, a supplier of comprehensive telecommunications solutions for businesses, has launched a contact centre using software solutions from Genesys. The solution, which was implemented by Genesys integration partner Qumak-Sekom, is rapidly improving the efficiency of Crowley Data’s customer support centre, leading to cost reductions, time savings and an increased number of satisfied customers.
The Genesys Express IP contact centre (IPCC) solution integrates with the Qumak-Sekom agent desktop and CRM system, enabling agents to immediately access customer information that streamlines contact and improves the customer experience. Agents now manage three times the number of inquiries in the same amount of time, reducing personnel and IT infrastructure costs.
“The implementation of Genesys Express has provided the Crowley contact center with access to statistical data that can be used for improved business decision-making,” said Małgorzata Kostrzewa, contact centre manager at Crowley Data Poland. “We know how many customers are being served at any given moment, the number of callers on hold and call duration. This knowledge is helping us better serve our customers, and judging by our company’s new customer growth, they are benefiting from the changes as well.”
IP contact centre solutions can lower telecommunication costs, even in relatively small organizations, such as Crowley. “We knew that the Genesys solution would let us take full advantage of our existing IT infrastructure as we move to an IP platform,” said Tomasz Slusarz, IT manager, Crowley Data. “The Genesys Express IPCC solution blends well with our VoIP environment – a solution that we plan to use to connect all of our regional offices in the near future.”
Implementation of an IP contact centre leads to better customer experiences, which in turn results in higher retention rates and repeat business. “A recent Genesys study showed that 77 percent of Polish customers’ experiences with call centres have a decisive impact upon the opinion of the firm,” said Martin Veselka, regional manager, Central and Eastern Europe, Genesys. “Genesys solutions are improving customer interactions, and Crowley’s contact center is now a key tool for continuing to improve its business operations.”
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 13.1 billion and 58,000 employees in 2005, Alcatel operates in more than 130 countries.
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