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