Printer Friendly
The Free Library
23,389,518 articles and books


Mercedes Selects Genesys for European Call Center; Genesys' T-Server Framework to Drive 500-Seat Customer Assistance Center.

SAN FRANCISCO--(BUSINESS WIRE)--Oct. 19, 1998--Mercedes has selected Genesys Telecommunications Laboratories Inc. (Nasdaq:GCTI), an industry-leading provider of computer telephony and customer interaction solutions, to provide its computer telephony integration software for Mercedes' European customer assistance center in Maastricht, the Netherlands.

The Genesys solution will streamline customer communication in the new call center, which will serve as a central contact point for customers in 17 European countries.

Mercedes' European Customer Assistance Center provides customers with 24-hour service for all emergency calls, catalog requests, price inquiries and other questions and complaints. By using Genesys' CTI software, Mercedes will be able to deliver individual attention to each customer regardless of which media is used (i.e. telephone, fax, postal mail or e-mail). The full-featured call center is expected to be operational with approximately 500 customer service agents by the year 2000.

The Genesys solution will be implemented by system integrator NCR Corp., in conjunction with the sales, marketing and customer service system from Siebel Systems. The backbone of the system is Genesys' T-Server Framework, an open-platform framework that unifies devices and enterprise applications with call center-specific applications for managing customer interactions.

"We are pleased to provide Mercedes with a solution that supports the world-class service its customers expect," said Michael McCloskey, president of Genesys. "Genesys' call center solution will enable Mercedes to track and report on each call or e-mail that comes into the call and correspondence center, and distribute this information to the appropriate customer service agent. This will provide better management of information, which will result in improved service for Mercedes' European customers."

"Working with Genesys allowed us to provide an advanced customer care solution within the required timeframe and budget," said Remco de Jong, call center program manager for NCR Netherlands.

About Genesys

Genesys Telecommunications Laboratories Inc. (Nasdaq:GCTI) is an enterprise software company specializing in customer interaction and computer telephony solutions. Genesys' products -- found in the call centers of industry-leading companies around the world -- integrate and extend the capabilities of a company's computer, telephony and database systems.

The company's solutions support multiple media interactions (including voice, data, e-mail, Internet etc.), allowing companies to interact with customers in the media they choose. Genesys enables companies to enhance customer service, improve efficiency and productivity, and increase revenues and profits.

Headquartered in San Francisco, Genesys serves over 500 customers in the North American, European, Asia/Pacific and Latin American regions directly from 27 sales offices and indirectly through a select group of industry leading solutions providers. For more information please visit Genesys at www.genesyslab.com or call 1-888-GENESYS.

About NCR

NCR Corp. is a recognized world leader in data warehousing solutions, high-available customer interaction solutions, automated teller machines, scanners, and point-of-sale terminals for the retail, financial, communications and other select industries. The company, with headquarters in Dayton, Ohio, has nearly 38,000 employees, including 20,000 service professionals in 1,100 locations and 130 countries. For more information about NCR Corp., visit the company Web site at: www.ncr.com.
COPYRIGHT 1998 Business Wire
No portion of this article can be reproduced without the express written permission from the copyright holder.
Copyright 1998, Gale Group. All rights reserved. Gale Group is a Thomson Corporation Company.

 Reader Opinion

Title:

Comment:



 

Article Details
Printer friendly Cite/link Email Feedback
Publication:Business Wire
Geographic Code:1USA
Date:Oct 19, 1998
Words:501
Previous Article:HP To Acquire Scope Communications, Inc.; Acquisition Extends HP Reach Into Low-Cost, Handheld Communications Test Market.
Next Article:Merisel Launches Help Desk Services Technical Support Made Easy Through Merisel's Value Added Services Division.
Topics:



Related Articles
BellSouth and Genesys Sign VAR Agreement.
BT Call Centres Secures 10 Million Pound -- $15.9 Million -- Contract with Genesys.
Genesys to Provide Sprint Telecenters with CTI Framework for Iridium Global Customer Care Centers; Creates "Virtual" Call Center Spanning Three...
Genesys and MCI Sign VAR Agreement; Deal Follows Product Sale and Co-Development Agreement Announced with MCI in Spring 1997.
Witness Systems Selects Genesys to Integrate Customer Interaction Solutions.
Dictaphone to Partner with Genesys on CTI Solutions.
Genesys releases CallPath 6.4. (New Products).
New solutions for CRM and VXML. (Technology Highlights).
Genesys announces reseller agreement with PeopleSoft, forms strategic relationship with Unveil.
Genesys, Verizon to offer hosted IP service; Genesys announces SIP contact center solution.

Terms of use | Copyright © 2014 Farlex, Inc. | Feedback | For webmasters