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Scotiabank Transforms Customer Service with Genesys Dynamic Contact Center


Today at G-Force San Diego, Genesys Telecommunications Laboratories, Inc., an Alcatel-Lucent company (Euronext Paris and NYSE: ALU), announced that Scotiabank, one of North America’s leading financial institutions, has been selected from more than 240 applicants as a finalist for the second annual 2007 Genesys Customer Innovation Awards. Scotiabank’s highest marks were for multi-channel integration, proactive customer service and streamlined optimization.

Using technology innovatively to streamline and optimize customer service, Scotiabank partnered with Genesys to transform its customer contact center into a Dynamic Contact Center (DCC), increasing customer satisfaction as well as improving the contact center’s alignment with company business goals. Finalists strive to provide excellent customer service through the innovative use of technology in highly dynamic environments. Furthermore, the DCC showcases how customer service can be elevated to a strategic business asset designed to increase overall customer loyalty and business value. A DCC stops customer frustration, drives contact center efficiencies and accelerates business innovation.

“The goal of the awards program is to recognize the world’s most dynamic contact center environments,” said Wes Hayden, president and CEO, Genesys. “Scotiabank has strategically leveraged the Genesys suite of contact center solutions to achieve an optimal balance of customer traffic, internal resources and business outcomes. The most universal common thread among all of the innovators is the ability to link business issues to customer service, achieve optimization and treat the contact center as a strategic opportunity.”

In conjunction with technology partners Genesys and MultiVision, Scotiabank implemented a proactive, scalable, intelligent outbound messaging solution which allows the company to automatically send interactive messages out to groups of customers via voice, SMS text message or e-mail delivery channels. By using the open-standards IVR platform from Genesys and MultiVision’s MediaCenter proactive notification application, Scotiabank has created a “cornerstone” technology platform that is leveraged by diverse business units of the bank to enhance customer satisfaction and improve financial returns for the company.

Scotiabank provides proactive customer service with an outbound solution that automatically notifies customers as needed based on event triggers. The company also provides messages to customers informing them of queue length for contact center assistance.

With advanced contact center technologies in place, Scotiabank has realized quantitative and anecdotal results. The company’s Notification Application has freed up Scotiabank staff to be able to handle other tasks.

In defining its DCC vision, Genesys looked at the global customer service leaders among the 4,000 companies currently using its software. Genesys recognized that customers have started to deploy elements of the DCC vision today, based on key capabilities. Genesys created the Genesys Customer Innovation Awards to recognize those customers who are already making strides toward creating DCCs. The program also enables sharing of experiences among the Genesys customer community.

Scotiabank presented to a panel of analyst judges during the semi-finals at the Alcatel-Lucent Forum, held in Paris in February 2007. Scotiabank will receive recognition at G-Force San Diego, Genesys’ annual user conference, today in San Diego, Calif. For more information on the event, visit:

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 or visit the industry blog at


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