Lucent Technologies and Kaiser Permanente Sign Five-year Call Center Agreement.OAKLAND, Calif.--(BUSINESS WIRE)--Sept. 29, 1999-- Lucent Technologies (NYSE NYSE See: New York Stock Exchange : LU) today announced it has signed a five-year agreement with Kaiser Permanente Kaiser Permanente is an integrated managed care organization, based in Oakland, California, founded in 1945 by industrialist Henry J. Kaiser and physician Sidney R. Garfield. , America's largest not-for-profit health maintenance organization, to provide customer care solutions for its 32 call centers nationwide. The Lucent solutions will support Kaiser Permanente customer care representatives as they serve members seeking doctor appointment times or, in some areas, medical advice. Kaiser Permanente has more than 4,900 representatives serving some 8.3 million members in 18 states and the District of Columbia District of Columbia, federal district (2000 pop. 572,059, a 5.7% decrease in population since the 1990 census), 69 sq mi (179 sq km), on the east bank of the Potomac River, coextensive with the city of Washington, D.C. (the capital of the United States). . The agreement calls for Lucent Technologies to provide communications applications as Kaiser Permanente replaces its current call center equipment with Lucent's Centre Vu(R) Customer Care Solutions and DEFINITY(R) Enterprise Communications Servers See network access server, modem server, terminal server and communications controller. (operating system) Communications Server - IBM's rebranding of ACF. . Lucent's NetCare(R) CRM (Customer Relationship Management) An integrated information system that is used to plan, schedule and control the presales and postsales activities in an organization. Professional Services (job) professional services - A department of a supplier providing consultancy and programming manpower for the supplier's products. will provide design, integration and project management support. The first center, in Anaheim, CA., will open later this year. In addition, Kaiser Permanente plans to consolidate numerous, smaller phone center operations into regional call centers as the project unfolds. Doug Crawford, Kaiser Permanente's director of network and telephony planning, says the selection of Lucent over other competing companies comes as a result of a strategy to develop a national platform to operate and support its call centers. "Lucent is committed to helping businesses achieve their vision for serving customers," Roy Creekmore, Lucent Technologies global accounts manager, said. "We are pleased that Kaiser Permanente has entrusted Lucent to support its national platform for customer care operations." Kaiser Permanente is America's largest not-for-profit health maintenance organization with an integrated health delivery system for organizing and providing or coordinating members' care. For information on Kaiser Permanente visit its web site at http://www.kaiser permanente.org. CentreVu Customer Care Solutions are part of Lucent Technologies' Customer Relationship Management Solutions, which comprise a broad array of systems, software and professional services that help companies deliver on their commitments to customers. They include multimedia customer care and computer telephony See CTI, VoIP and IP telephony. Computer Telephony - Computer Telephone Integration applications, customer relationship management software, predictive dialing solutions and interactive voice response products. Lucent Technologies, headquartered in Murray Hill Murray Hill may refer to one of the following places:
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