Genesys Network-based Contact Center Solutions Enable Advanced Customer Service for KPN Telecom; KPN to Offer 'Managed Contact Center Services' to Corporate Customers.Business Editors/High Tech Writers SAN FRANCISCO--(BUSINESS WIRE)--May 24, 2000 Genesys Telecommunications Laboratories, Inc., the leading provider of infrastructure independent, multimedia contact center solutions, has announced that KPN KPN Koninklijke PTT Nederland (Royal Dutch Telecom) KPN Konfederacja Polski Niepodleglej (Polish conservative party) Telecom plans to implement Genesys' network-based contact center solutions. The Genesys solutions will enable KPN to offer advanced contact center services directly from the network, including skills-based routing and 'real-time' load balancing The fine tuning of a computer system, network or disk subsystem in order to more evenly distribute the data and/or processing across available resources. For example, in clustering, load balancing might distribute the incoming transactions evenly to all servers, or it might redirect them . KPN will offer this service under the name Smartm@tch. KPN Telecom joins several other major European network service providers which use Genesys for their internal customer care needs and offer value-added services to their corporate customers. Companies with several customer contact centers are seeking to implement network-based contact center services, including routing functionality, into their existing customer service practices. This results in customers being connected more quickly and efficiently to the correct contact center agent, regardless of site location. This will also lead to improvements in the allocation of customer contact center staff with the appropriate skills across multiple sites -- all of which reduces costs, provides shorter response times for customer service, and results in a higher level of customer satisfaction. With Genesys' Network Routing solution, customers calling a toll-free or "free-dial" service number are connected as quickly as possible to the best-qualified customer contact center agent, regardless of their physical location. To achieve this, the Genesys interaction management framework is used. With 'real-time' links to the Genesys' network routing platform in the KPN network, the availability and workload of staff at the individual customer contact centers can be monitored and managed. As a result, KPN can offer a wide range of support services support services Psychology Non-health care-related ancillary services–eg, transportation, financial aid, support groups, homemaker services, respite services, and other services and enable companies with decentralized de·cen·tral·ize v. de·cen·tral·ized, de·cen·tral·iz·ing, de·cen·tral·iz·es v.tr. 1. To distribute the administrative functions or powers of (a central authority) among several local authorities. customer contact centers to manage them effectively and efficiently as one 'virtual' contact center. Genesys' network-based contact center capabilities include real-time monitoring, network call qualification, network load balancing Network Load Balancing (commonly referred to as dual-WAN routing or multihoming) is the ability to balance traffic across two WAN links without using complex routing protocols like BGP (Border Gateway Protocol). , network intelligent routing, network CTI (Computer Telephone Integration) Combining data with voice systems in order to enhance telephone services. For example, automatic number identification (ANI) allows a caller's records to be retrieved from the database while the call is routed to the appropriate party. , network intelligent transfers, network call parking, configuration, and historical and real-time reporting. About KPN Professionalism, expertise, and especially customer service have directed KPN Telecom Call Center Solutions (CCS (1) (Common Channel Signaling) A communications system in which one channel is used for signaling and different channels are used for voice/data transmission. Signaling System 7 (SS7) is a CCS system, also known as CCS7. See SS7. ) to a leading position in the national and international call center market. CCS is the business unit of KPN Telecom that specializes in the area of customer interaction. CCS offers a complete package of call center services and products, in-house as well as network-based, using the concept of 'one-stop-shopping.' Apart from the complete organization of a call center - from separate user components to turn-key-configurations -- CCS also delivers national and international network services. CCS therefore uses the integrated approach: people, means and processes -- that guarantees optimized custom-made solutions for every type of organization. For more information: www.callcenter.nl About Genesys Genesys Telecommunications Laboratories, Inc., an independent, wholly owned subsidiary Wholly Owned Subsidiary A subsidiary whose parent company owns 100% of its common stock. Notes: In other words, the parent company owns the company outright and there are no minority owners. of Paris-based Alcatel, pioneered the field of Computer Telephony Integration Computer Telephony Integration - Computer Telephone Integration (CTI) and today is the leading provider of infrastructure-independent contact center solutions for the enterprise, e-business and service provider markets. With its ability to integrate interactions across all media types, including the web and traditional voice, Genesys helps businesses provide a consistent customer interaction experience. Headquartered in San Francisco San Francisco (săn frănsĭs`kō), city (1990 pop. 723,959), coextensive with San Francisco co., W Calif., on the tip of a peninsula between the Pacific Ocean and San Francisco Bay, which are connected by the strait known as the Golden , Genesys has 43 direct sales offices worldwide. For more information please visit Genesys at http://www.genesyslab.com |
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