France's leading provider of auto, protection and home insurance, makes
customer relations its top priority and has acquired the most extensive
contact center in the industry
SAN FRANCISCO, April 3 /CNW/ -- Genesys Telecommunications Laboratories
Inc., an Alcatel-Lucent company (Euronext Paris and NYSE: ALU), has announced
the signing of a major contract with Macif, France's leading provider of
family insurance, including property, protection, savings, assistance and
Under the terms of the contract, NextiraOne, the insurance group's long-
time systems integrator, is developing a next-generation contact center for
Macif that will allow the company to benefit from the entire range of
integrated software in the Genesys 7 suite.
The Macif IT and telecommunications departments wanted to modernize its
call center infrastructure by generalizing computer-telephony integration
(CTI) technologies and giving supervisors the means for forecasting calls and
planning agents. After evaluating several commercially available solutions,
the company selected NextiraOne's proposal to implement a full contact center,
including the entire Genesys suite consisting of Genesys Enterprise Routing
Solution (ERS) for routing inbound calls, Genesys Outbound Contact Server
(OCS) for outbound call campaigns, and Genesys Workforce Management (WFM) for
high-level reporting output and management of agent schedules.
"Genesys satisfied our request in terms of both functional wealth and its
know-how concerning customer organizations such as ours," said Dominique
Baranger, director of the Integration and Architecture Pole and project
manager at Macif. "We saw the Genesys solution as being the most productive in
Macif's context. It was also the only one of all the solutions evaluated that
satisfied all of our specifications due to its full suite of integrated
solutions -- ERS, OCS and WFM."
According to Franck Portz, account executive at NextiraOne in charge of
project integration, "This contract is a real break with tradition in the
sense that Macif decided to automate and professionalize its customer contact
centers using a tool outside the private branch exchange. We're very pleased
to get this new vote of confidence and to be able to continue coaching our
long-time customer, Macif Assurances, as it upgrades its contact center."
The implementation is a large regional win for Genesys: "This
implementation of the entire Genesys 7 suite is a major step in the
development of our operations in the Niort mutual insurance sector, as we look
to expand our outreach in the financial services and insurance industries in
this region," explained Romain Lucas, account executive with Genesys France.
"The rollout of this new contact center is a highly strategic move for
us, guaranteeing us certain productivity gains," added Baranger. "With the new
infrastructure, we'll be able to provide improved service to our customers by
better handling inbound and outbound traffic, as well as boosting the response
time of our dedicated teams while controlling resources."
Before deploying the Genesys solution, Macif felt their customer service
provisions were falling behind that of the other players in the banking and
insurance sectors. The firm was not using any CTI tool, and calls were being
routed site by site via a traditional automatic call distributor.
The Genesys 7 suite implementation is a major leap forward in the sector
for Macif Assurances in terms of customer service structures. The company is
now a trendsetter in its sector and the only one to have a contact center as
modern and abundant for inbound and outbound customer relationship management
services. The suite, particularly the use of Genesys WFM planning tools, will
give Macif a competitive edge in a tough banking and insurance market. The
Genesys solutions will enable the company to provide better service to its
customers and offer them new products based on customer preferences.
Macif Assurances currently employs a staff of 1,200 agents to manage some
10,000,000 inbound calls per year on its telephone platforms. The company
plans to expand those numbers in 2007.
About the Macif Group
France's leading family insurance provider, Macif covers all the needs of
its 4.5 million members (property, protection, savings, assistance, credit,
etc. insurance). Organized into 11 regions, it was managing over 14.5 million
policies as of January 1, 2005. Number 1 in the auto, two-wheeler and home
insurance market, the Macif Group earned revenues of 4.3 billion euros in
2004. For more information, go to www.macif.fr.
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 www.genesyslab.com or visit
the industry blog at www.betterinteractions.com
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 to be transferred to Thales]. For more
information, visit Alcatel-Lucent on the Internet:
For further information:
For further information: Lucette Gaillard of Genesys, +33 (0)1 41 10 17
03, or email@example.com; or David Radoff of Genesys,
+1-650-466-1078, or firstname.lastname@example.org Web Site: