Genesys and Lekane Extend the Contact Center With Mobility and Presence Management for Staff on the Move



    
    TeliaSonera in Finland becomes first production site to implement mobile
    contact center with Lekane
    

    LONDON, June 6 /CNW/ -- Genesys Telecommunications Laboratories, Inc., an
Alcatel-Lucent company (Euronext Paris and NYSE:   ALU), and Lekane today
announced a major technology breakthrough that extends the contact center to
reach mobile and field service staff, while managing their availability and
presence. Finnish-based Lekane has leveraged the Genesys suite to create a
small, lightweight Java-based agent desktop that confirms the presence and
availability of field service personnel and enables a centralized contact
center to easily transfer customer inquiries when appropriate.  The software
is significant because it enables contractors, back office workers, and branch
experts who may not be on a centralized system to tie into the main contact
center, with virtually no significant investment in new telephony systems.
    Lekane's software, unveiled at Genesys' annual G-Force London conference
(June 4-6), enables a wide range of contractors, subcontractors, and employees
in the field to answer customer inquiries. One of the first implementations of
the mobile contact center is already underway at the telecommunications
company, TeliaSonera, in Finland. The solution is an application that enables
mobile employees to execute key customer service tasks while on the move.
    Using a mobile device, remote workers or staff currently out of the
office can become part of the contact center, empowered for both inbound and
outbound interactions, with wireless access to the Genesys contact center
along with all customer data. Remote agents have the ability to preview on
their mobile phone who is calling and why before connecting to the call. Once
the call is complete, any new data the agent puts into the mobile device can
be sent back to Genesys reporting for further business analysis.
    "For Genesys this is the natural extension of our strategy to increase
the flexibility of customer service for both businesses and customers. It
extends the concept of the Dynamic contact center to the mobile arena and
further extends customer service outside of the classic contact center," said
Wes Hayden, president and CEO, Genesys. "This flexibility will mean major cost
reductions to businesses through optimizing the activity of staff who need to
communicate with customers but are also often on the move. It will provide
customers with speedier service and more likelihood of first call resolution
through having the right expert available to deal with their request."
    There has already been great interest in this application and TeliaSonera
has successfully completed an installation with the network operators that
maintain the 2G & 3G networks equipped with the solution. The operators are
constantly on the move, visiting operations and ensuring the network is
running properly. They also provide technical support to field maintenance
staff. With the new solution the network operators do not need to be in the
central office to take calls and make changes. All this can now be done on the
move meaning both cost reductions and improvement in service.
    "In our previous setup a call might have needed to be processed by five
people but now, with the Genesys and Lekane mobile solution, the call can be
delivered directly to the right expert," said Mikko Raitio, Senior Corporate
Manager at TeliaSonera.  "It also improves the flexibility of working hours,
for example during the weekends the backup shift can now be remotely handled
from home. The project has created a myriad of ideas on how we can apply the
mobile contact center in our customer service."
    "Mobility and the expanded contact center provided by Genesys and Lekane
makes customer service significantly more efficient -- the right people can be
enabled to help the customer as efficiently as possible. There are no lost
opportunities, as calls are offered to those who can add the best value to the
interaction," said Aarne Yla-Rotiala, CEO of Lekane. "This solution is
suitable for all companies who have expert workers who are on the move but
still need to be available to communicate with customers -- from insurance
brokers to field technicians."

    
    About Genesys Telecommunications Laboratories, Inc.
    
    Genesys, an Alcatel-Lucent company, is the only company that focuses 100%
on software to manage customer interactions over the phone, web and in e-mail.
The Genesys software suite dynamically connects customers with the right
resources -- self-service or assisted-service -- to fulfill customer requests,
optimize customer care goals and efficiently use resources. Genesys software
directs more than 100 million customer interactions every day for 4,000
companies and government agencies in 80 countries. These companies and
agencies can leverage their entire organization, from the contact center to
the back office, to improve the overall customer experience. As a result,
Genesys helps stop customer frustration, drive efficiency, and accelerate
business innovation. For more information, go to http://www.genesyslab.com or
visit the industry blog at http://www.betterinteractions.com

    
    About Alcatel-Lucent
    
    Alcatel-Lucent (Euronext Paris and NYSE:   ALU) provides solutions that
enable service providers, enterprises and governments worldwide, to deliver
voice, data and video communication services to end-users. As a leader in
fixed, mobile and converged broadband networking, IP technologies,
applications, and services, Alcatel-Lucent offers the end-to-end solutions
that enable compelling communications services for people at home, at work and
on the move. With operations in more than 130 countries, Alcatel-Lucent is a
local partner with global reach. The company has the most experienced global
services team in the industry, and one of the largest research, technology and
innovation organizations in the telecommunications industry. Alcatel-Lucent
achieved adjusted proforma revenues of Euro 18.3 billion in 2006 and is
incorporated in France, with executive offices located in Paris. [All figures
exclude impact of activities transferred to Thales]. For more information,
visit Alcatel-Lucent on the Internet: http://www.alcatel-lucent.com

    
    About TeliaSonera
    
    TeliaSonera is the leading telecommunications company in the Nordic and
Baltic region, with strong positions within mobile communications in Eurasia,
Turkey and Russia. At the end of 2006, TeliaSonera launched mobile services in
Spain. We provide reliable, innovative and easy-to-use services for
transferring and packaging voice, images, data, information, transactions and
entertainment. In 2006, TeliaSonera's net sales amounted to SEK 91 billion,
and at the end of March 2007 the total number of customers exceeded 100
million in 15 countries. The TeliaSonera share is listed on the Stockholm
Stock Exchange and the Helsinki Stock Exchange, and the company is included in
the Dow Jones Sustainability Index. Simplicity and service are important tools
for us in creating profitable growth and value for our customers and
shareholders. Read more at http://www.teliasonera.com.

    
    About Lekane
    
    Lekane produces software to enable superior customer service and drive
sales effectiveness by mobilizing and expanding the contact center solution.
Lekane has extensive experience in the communications and IT industry and are
a Genesys InterWorks partner. For more information, go to
http://www.lekane.com





For further information:

For further information: Media, David Radoff of Genesys,
+1-650-466.1078,  dradoff@genesyslab.com; or Aarne Yla-Rotiala of Lekane, +358
40 8443355,  aarne.yla-rotiala@lekane.com Web Site: http://www.lekane.com    
             http://www.teliasonera.com                 
http://www.alcatel-lucent.com                  http://www.genesyslab.com

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