T-Mobile Implements Alcatel’s Genesys Platform to Enhance its Customer Service Strategy Across Europ
Across all Contact Channels
Paris, Munich – July 18th, 2005 – Genesys Telecommunications Laboratories, an Alcatel company, (NYSE: ALA, Paris: CGEP.PA), today announced that T-Mobile, one of the largest mobile communications providers worldwide, recently implemented Genesys solutions as a key component of the T-Mobile customer care strategy across Europe, including Germany, Austria, the Netherlands, the United Kingdom and additional Eastern European countries.
By the end of the 1st quarter of 2005, nearly 80 million customers are served in the nine
T-Mobile markets. As a result, T-Mobile’s customer service agents handle more than 5.5 million customer requests per month across Europe, all of which are managed through the Genesys solution. T-Mobile chose Genesys as its customer service enabler for its reliability, seamless solution deployment throughout the extended organization, and advanced interaction management across all media channels.
T-Mobile has been successfully using Genesys in Germany for the past six years.
The company’s new widespread implementation of the Genesys Customer Interaction Management Platform, along with the Genesys Inbound Voice Enterprise Edition, and the Genesys Outbound and Universal Workflow solutions, allows T-Mobile to use sophisticated routing, reporting and management capabilities across all customer media channels (voice, e-mail and Web). This ensures that T-Mobile can deliver a consistent, efficient and superior customer experience in all European regions.
“The benefits derived from the implementation of the Genesys platform are a significant milestone in reiterating T-Mobile’s ongoing commitment to deliver outstanding customer service,” said Oliver Morbach, executive vice president customer service, T-Mobile International. “Using Genesys will help T-Mobile with its goal to strengthen its market positions by enhancing the customer experience."
And Steffen Roehn, Information Technology Director, T-Mobile Deutschland, responsible for IS development in T-Mobile’s European subsidiaries, explains: “The Genesys Platform represents a further milestone in the harmonization of technology supporting our business across Europe to exploit synergies and enable T-Mobile’s customer service strategy.”
T-Mobile uses Genesys as a central routing platform for all customer interactions. The unique platform bridges front and back office information, giving agents a 360-degree view of customers. During low-volume call times, multimedia functionality allows agents to handle faxes, e-mails or letters. During peak call times, back office agents can be leveraged to handle calls to ensure service levels maintained.
“Genesys’ relationship with T-Mobile is important to us, and we are pleased that T-Mobile decided to continue to build on their existing Genesys solutions,” said Michael-Maria Bommer, vice president and managing director, Genesys in Germany. “The main differentiator that telecommunication providers have today is the quality of their customer service. With Genesys, T-Mobile has chosen not only a software solution, but a whole strategy for their service optimization.”
T-Mobile (T-Mobile Deutschland GmbH) started the overall operation in 1993 as an independent trading company. Today the company is one of the most successful mobile phone operators in Europe. It is a wholly-owned subsidiary of T-Mobile International AG & Co. KG and employs approximately 8,000 people (as of March 31, 2005) in one of the most dynamic growth markets in Germany. With 27.5 million customers at the end of December 2004, T-Mobile is the market leader in Germany. Worldwide more than 77.4 million customers (as of December 31, 2004) use the services of the majority-owned affiliates of T-Mobile. For more information about
T-Mobile International, please visit www.t-mobile.de
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 12.3 billion in 2004, Alcatel operates in more than 130 countries. For more information, please visit Alcatel on the Internet: http://www.alcatel.com
Genesys Telecommunications Laboratories
Tel: +33 (0)1 41 10 17 03