TomTom International ’gets direction’ from Genesys on customer service

Genesys Telecommunications Laboratories, an Alcatel-Lucent company, (Euronext Paris and NYSE: ALU), has announced that TomTom International BV, the world’s largest provider of personal navigation products and services, has chosen Genesys contact centre software as a platform for its global customer service centres.

TomTom has contact centres located in the Netherlands, United States and Australia. These centres handle hundreds of thousands of customer service requests per month with over 400 agents.

“Over the last three years, TomTom has experienced tremendous growth and the market for portable navigation devices continues to increase,” says Roy van Keulen, general manager, customer support, TomTom. “We want to offer excellent service to our customers exactly how and when they need it. But to do this, we needed a strong customer service platform, and a way to provide more detailed information to our agents.”

The company chose the Genesys Customer Interaction Management (CIM) platform and Genesys Inbound Voice, among others, to improve the overall quality and speed of its customer service capabilities, including first call resolution. Genesys automatically captures, processes and routes all incoming customer calls and e-mails based on pre-determined business criteria. Integrated reporting provides a universal view and management of each and every customer interaction.

With Genesys, interactions are delivered to the right agent, regardless of location. Agents are then presented with all available customer information via screen pop. Integration with TomTom’s CRM system provides a deeper level of information for agents, greatly improving agents’ abilities to resolve inquiries quickly.

Using Genesys Workforce Management, TomTom can create accurate, flexible staffing plans, optimizing all available global resources. By routing calls to available agents at any of its regional contact centres, TomTom provides true ’follow the sun’ service.

“Because we continue to expand, we needed a flexible solution that can grow with our business and still remain stable,” said van Keulen. “Genesys proved to be the best solution for this type of scalability and stability. Furthermore, it offers the most open platform, which makes it easy to integrate with a variety of business systems.”