Postal Savings Bank of China (PSBC) selects Alcatel-Lucent for business transformation
Paris – Alcatel-Lucent (Euronext Paris and NYSE: ALU) today announced that it has successfully installed an innovative contact center solution for Postal Savings Bank of China(PSBC) in order to transform its customers’ banking experience. The new communications capabilities will also help the bank to save money and make money by reducing operational costs with newly developed e-business services that support online credit card and telebanking interactions.
The new network and contact center solution, led by Alcatel-Lucent Shanghai Bell, Alcatel-Lucent’s Chinese flagship company, also enables PSBC to centralize data management and improve data stability further improving PSBC’s reliability, especially in peak service hours, while its customized reports system will help the bank further expand its telemarketing services. As a result, PSBC can now strengthen its internal process management and improve customer satisfaction.
“Dynamic enterprises recognize that in today’s market it’s imperative that communications perform to improve the customer’s experience,” said Wolfgang Hackenberg, vice president of Alcatel-Lucent’s Enterprise activities in Asia Pacific. “With Alcatel-Lucent’s network and contact center solution, PSBC can use communications to make money and save money and connect customers to the people and knowledge they need. Alcatel-Lucent’s proven expertise, global banking credentials and first-class project management help ensure the success of this project,” he added.
Alcatel-Lucent provided its industry-leading OmniGenesys contact center solution, the combination of the OmniPCX Enterprise and Genesys customer interaction management software, linked together with a unique Routing Service Intelligence component. The solution supports thousands of interactive voice response (IVR) ports for self-service that reduces operational costs, with seamless escalation to agent-assisted service that improves customer satisfaction. The advanced outbound dialing function enables more sophisticated telemarketing for all sorts of campaigns. The workforce management software enhances efficiency, which is vital to service center operation.
Alcatel-Lucent’s Genesys is number one worldwide in contact center software. Every day, 100 million customer interactions are managed by more than 4000 enterprises through contact centers operated by our customers. A recent report from analyst firm Datamonitor recommends that enterprises place Alcatel-Lucent/Genesys on their short-list for IP contact center selection based on its rankings in the categories of technology, market impact and user sentiment. More information about Alcatel-Lucent contact center solutions is available online.
Postal Savings Bank of China(PSBC)was established in March 6, 2007. It has completed a personal Financial Services network which has the most extensive network coverage in urban and rural areas and the largest volume of transactions.At the end of 2006, the PSBC’s national postal savings deposit balance ranks fifth in China.
Alcatel-Lucent (Euronext Paris and NYSE: ALU) is the trusted partner of service providers, enterprises and governments worldwide, providing solutions to deliver voice, data and video communication services to end-users. A leader in fixed, mobile and converged broadband networking, IP technologies, applications and services, Alcatel-Lucent leverages the unrivalled technical and scientific expertise of Bell Labs, one of the largest innovation powerhouses in the communications industry. With operations in more than 130 countries and the most experienced global services organization in the industry, Alcatel-Lucent is a local partner with a global reach. Alcatel-Lucent achieved revenues of Euro 16.98 billion in 2008 and is incorporated in France, with executive offices located in Paris. For more information, visit Alcatel-Lucent on the Internet: http://www.alcatel-lucent.com
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