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ZON Multimédia selects Alcatel-Lucent and Genesys to streamline and optimize its customer service in Portugal


Alcatel-Lucent (Euronext Paris and NYSE: ALU) announced today that it has been selected by ZON Multimédia, the Portuguese Telecom company and leading Cable operator of the country, to provide the largest single platform contact centre ever implemented in Portugal. With 1800 agents, the centre enables ZON Multimédia to efficiently manage incoming contacts while improving the overall customer service experience.

Using technology from Genesys, an Alcatel-Lucent company, ZON Multimédia will create a single platform that quickly recognizes customers and offers the choice of self or assisted service. As a result, the system will streamline customer requests, automatically route calls to the best available resource, and optimize the availability live agents who provide customer service. Using the system, ZON Multimédia will transform its customer contact center into a Dynamic Contact Center (DCC), increasing customer satisfaction and improving the contact center’s alignment with company business goals: to offer the highest quality of service while establishing competitive differentiation and building long-term customer loyalty.

ZON Multimédia also selected Alcatel-Lucent for its extensive portfolio of OSS/BSS systems and network integration services. ZON Multimédia will also leverage Alcatel-Lucent’s extensive project integration experience and market-leading OSS/BSS expertise for the successful implementation and ongoing support of the new Genesys-based TV Cabo Dynamic Contact Centre.

“The Alcatel-Lucent solution will enable ZON Multimédia to react almost instantaneously to changes in business priorities and set the focus to where it creates the biggest benefit. And best of all, we will be able to see the results almost immediately.“ said Adriano Neves, board member of ZON TV Cabo, the cable operation of ZON Multimédia. ”The system is designed so that we will always offer the most efficient customer service possible. It will also allow us to promote and sell our continuously improved range of solutions.”

With the new Genesys software in place, ZON Multimédia expects to increase the percentage of customers automatically identified, through the Genesys Voice Platform, saving the agent time on each call and reducing customer frustration by eliminating the need to repeat account information. Intelligent routing technology from Genesys, in conjunction with the self service platform, will allow ZON Multimédia to identify and precisely route customers, based on account information, providing a better service to the customer while increasing Contact Center efficiency.

”Alcatel-Lucent is fully committed to support ZON Multimédia in its innovative strategy and ability to link business issues to customer service, achieve optimization and treat the contact center as a strategic opportunity,” said Pierre Barnabé, president France, Iberia & Italy Region of Alcatel-Lucent. “Our suite of contact center solutions will enable ZON Multimédia to achieve an optimal balance of customer traffic, internal resources and business outcomes while offering a unique service to their customers.”


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