Pearson Digital Learning Transforms Customer Service Levels With Genesys

    Genesys 7.2 Supports Interaction Among Pearson Digital Learning Employees,
    Teachers, Agents and Managers

    SAN FRANCISCO, March 20 /CNW/ -- Genesys Telecommunications Laboratories,
Inc., an Alcatel-Lucent company (Euronext Paris and NYSE:   ALU), today
announced that Pearson Digital Learning, a provider of research-based digital
learning solutions, has made it easier for teachers to connect with Pearson
Digital Learning support specialists trained in its digital learning products,
regardless of caller or agent location.
    An important part of Pearson Digital Learning's business strategy is
ensuring that teachers have access to around-the-clock service and support. To
transform the level of service they are providing to teachers, Pearson Digital
Learning revamped their current contact center to include e-mail, chat,
instant messaging and voice-over-IP multimedia capabilities from Genesys.
Offering these multiple communications channels improves Pearson Digital
Learning's interaction with teachers who rely on the company's curriculum that
spans early foundations through high school graduation, raising the level of
achievement for more than 20 million learners in 50,000 schools worldwide.
"Many teachers are quite restricted as to when they can find a phone to call
the Pearson Digital Learning support center," said Jonathan Mohr, systems
manager. "We felt that teachers would be able to more easily reach us from
computers within their classrooms. Now by simply logging in to the Pearson
Digital Learning website, our teachers can access live, online assistance for
faster support without leaving their classrooms."
    Pearson Digital Learning implemented the Genesys 7.2 Real-Time
Interaction suite and Customer Interaction Management (CIM) platform for its
core contact center infrastructure. The company also implemented Genesys
Workforce Management (WFM). A global company, Pearson Digital Learning is
continuously expanding domestically and internationally. Now managers can pull
up-to-the- minute statistics on its Scottsdale, Ariz., operations, by simply
using a mobile phone.
    "Pearson can now review total numbers of interactions, numbers of
abandoned calls, rates and trends, as well as how the company is performing
today versus one year ago today, or even how many inquiries they have received
per product," said Randy Brasche, Genesys director, product marketing. "This
is critical for establishing a dynamic contact center that monitors real-time
knowledge of customer-agent interactions for improved customer service

    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 or visit
the industry blog at

    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 to be transferred to Thales]. For more
information, visit Alcatel-Lucent on the Internet:

For further information:

For further information: David Radoff of Genesys, +1-650-466-1078, or Web Site:

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