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Paris, November 10, 2009 – Alcatel-Lucent (Euronext Paris and
NYSE: ALU) today announced that it has been selected by China Eastern Airlines
(CE), one of the largest airlines in China, to transform its IP contact center
platform. Alcatel-Lucent’s e-business IP-based solution will allow CE to
enhance customer satisfaction and communications by improving work efficiency
and internal process management.The contract was secured through Alcatel-Lucent
Shanghai Bell, Alcatel-Lucent’s Chinese flagship company.
Alcatel-Lucent will provide its
OmniGenesysTM Contact Center to help CE upgrade its existing
contact center system to an IP e-Business platform. The ”one number and one
system” solution will enable online booking by over 600 agents, telemarketing,
and customer service through multi-media channels like phone call, email and
SMS.
Alcatel-Lucent will also ensure the integration between its award winning
OmniPCX TM Enterprise Communication Server IP platform and its
OmniGenesys interactions applications, which offer inbound and outbound dynamic
routing to more efficiently engage and satisfy customers’ expectations. The
whole solution -- from the network to the application layer -- will be
monitored and managed using the Alcatel-Lucent
VitalSuite™ Performance Management Software. The customer’s experience will
be enriched by the unprecedented service offered by the  Genesys Voice
Platform (GVP), and employee productivity will be driven by using, for the
first time in China's transportation industry, the Genesys
Workforce Management application.
“Through the transformation of CE’s communications platform, we will help
them interconnect networks, people, processes and knowledge,” said Olivia Qiu,
President of Alcatel-Lucent Shanghai Bell and Alcatel-Lucent in East Asia.
“Committed to innovation, partnering and results, we are determined to improve
the platform’s performance and productivity while supporting a richer user
experience.”
About China Eastern Airlines
China Eastern Airlines Co.,Ltd (CE), based in Shanghai, is one of the biggest
airlines of China. CE not only has 9 domestic branches, but also is the
controlling shareholder of China Cargo Airlines, China Eastern Jiangsu Airlines
Co., Ltd and China Eastern Wuhan Airlines Co.,Ltd.
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