CPP Group Deploys Genesys CIM Platform to Enhance Customer Service,
Improve Productivity and Reduce Costs
SAN FRANCISCO, March 8 /CNW/ -- Genesys Telecommunications Laboratories,
an Alcatel-Lucent company, (NYSE: ALU; Euronext Paris), announced today a 4
million pounds Sterling order for the Genesys Customer Interaction Management
(CIM) platform from the CPP Group Plc (CPP), a leading international life
assistance service provider.
CPP will use the CIM platform to support customers whose valuables --
such as credit and debit cards, mobile phones, keys and personal identities --
have been lost or stolen. The CIM platform will manage inbound and outbound
voice channels and will support new voice self-service capabilities to be
With the platform, CPP will be able to enhance the customer experience,
optimise agent productivity and reduce overall operating costs for the 319,000
inbound and 120,000 outbound interactions agents manage every month. Because
CIM is built on open standards, CPP is able to future-proof its investment and
establish a scalable base on which the company can develop an integrated
The implementation of computer telephony integration (CTI) with screen
pop and integrated voice self-service will provide CPP agents with greater
visibility and management into customer data and calls. This helps create a
more cohesive service for customers and greater productivity among agents, as
the system automatically identifies the customer before the agent verifies
their identity with a number of security questions. Touchbase, the
implementation and support partner for the project, will help CPP to design
and deploy a multi-channel approach to further enhance productivity, reduce
costs and improve customer service.
"Our customers are at the heart of our business, and although we receive
many operational benefits from implementing the Genesys CIM platform, the
greatest improvement will be for the customer, who will receive faster and
more effective service," commented Neil Hamilton, group IT director, CPP. "The
new platform will coordinate services across our contact centres in York and
Tamworth, and we'll have greater management of information across the two
sites. Screen pop technology will reduce the time taken for customer
identification and verification, and will help ensure a smooth interaction for
CPP has seen early, promising benefits from offering multi-channel
options to its customers and now plans to extend and integrate multi-channel
offerings to other areas of the business via the Genesys CIM platform.
Hamilton continued: "The project was initiated by a need to replace our
end-of-life dialer, but as we started to assess integration issues, and
thought about where we wanted to go as a business, we realised that the
Genesys platform could provide us with the functionality that we need now and
the opportunities that we will want in the future, such as IP. We have
ordered Genesys telemarketing outbound solution for our Spanish division in an
effort to improve our cross-selling campaigns, and we will have the
opportunity to do that in Italy and the USA as we grow."
Genesys vice president and managing director Mark Turner said, "We are
seeing that businesses in a range of sectors are looking for ways to
differentiate themselves to customers, but they also have the ever-present
pressure of cost, so these companies are faced with having to reduce the scale
of their contact centres. The CIM platform addresses these issues very
effectively, helping to maximise available resources and reduce operating
costs. This makes the Genesys platform a viable investment for all
Genesys will be implemented at CPP in UK outbound and inbound voice
channels and outbound telemarketing in Spain before being rolled out across
the rest of the group's countries of operation.
About CPP Group Plc
The CPP Group Plc operates in the emerging life assistance market. It
helps people take advantage of the opportunities and choices that result from
the increasing complexity, mobility and pace of modern life. Its product
portfolio provides customers with support and protection for what's important
to them, including their plastic cards, mobile phones, keys and identities.
Where these are lost or stolen, people are increasingly demanding help to put
things right. This is life assistance.
CPP has been providing life assistance services for more than 25 years
and, with more than 10 million customers and 280 business partners across
Europe, North America and Asia, it knows how to do it well. CPP employs over
1,500 staff, who handle 4.3 million service conversations and 9.6 million
telemarketing conversations each year.
The CPP Group Plc has consistently generated increasing revenue growth.
In 2005, group revenue was 168.1 million pounds Sterling, an increase of more
than 11 per cent over the previous year. This is more than treble the sales
level of 2000. For more information visit: www.cpp.co.uk.
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 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: http://www.alcatel-lucent.com.
For further information:
For further information: Lucille Jackson, +0118-9747100, or
firstname.lastname@example.org, or David Radoff, +1-650-466-1078, or
email@example.com, both of Genesys Telecommunications Laboratories, Inc.
Web Site: http://www.genesyslab.com/