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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 GCTI Genesys Telecommunications Laboratories Inc (stock symbol)
GCTI Global Change Technology Initiative
), an industry-leading provider of computer telephony See CTI, VoIP and IP telephony.

Computer Telephony - Computer Telephone Integration
 and customer interaction solutions, to provide its computer telephony integration Computer Telephony Integration - Computer Telephone 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 (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.  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 (NCR Corporation, Dayton, OH, A technology company specializing in financial terminal transactions, retail systems and data warehousing. Until the late 1990s, NCR was heavily invested in the hardware side of the industry, known worldwide as a major manufacturer of computers  Corp., in conjunction with the sales, marketing and customer service system from Siebel Systems Siebel is a brand name of Oracle Corporation. Siebel Systems, Inc., founded by Thomas Siebel in 1993, was principally engaged in the design, development, marketing and support of CRM applications. . 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 De Jong is the most common Dutch surname. Many people bear this name, including many important historical figures. Some of these people are mentioned below.

De Jong may mean:
  • Petrus de Jong, prime minister of the Netherlands from 1967 until 1971
, 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 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 serves over 500 customers in the North American North American

named after North America.

North American blastomycosis
see North American blastomycosis.

North American cattle tick
see boophilusannulatus.
, 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 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 automated teller machine (ATM), device used by bank customers to process account transactions. Typically, a user inserts into the ATM a special plastic card that is encoded with information on a magnetic strip. , 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:
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.

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Publication:Business Wire
Geographic Code:1USA
Date:Oct 19, 1998
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