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Barcelona City Council deploys Genesys technology to
integrate services across multiple communication channels including web, email,
SMS and voice
Barcelona City Council increases its
2010 citizen request handling target by 10 percent
Madrid, Spain – November 18, 2009 — Barcelona City Hall,
Spain’s second largest metropolitan local authority, selected Genesys
Telecommunications Laboratories, an Alcatel-Lucent company (Euronext Paris and
NYSE: ALU) and Telefonica Spain, the country’s largest telecommunications
company, to develop and implement an advanced SIP-enabled, multi-channel
contact centre to better respond to the needs of its citizens.
Genesys’ SIP server integrates and consolidates the operations of the
Catalan Local Authority's internal and external contact centres to provide a
complete view of customer interactions. This platform completes the
service catalogue offered by the City Hall to its citizens throughout the
Metropolitan Area of Barcelona and enables them to contact the local authority
by telephone, email, website, and even SMS, to make inquiries about housing,
social services, local tax and benefit services.
With this project Barcelona City Hall will gain a better understanding of
its outsourced operations, provide increased visibility of their performance
and improve customer service to its citizens through a wider set of
communication channels that include email, voice and web
self-service.
After a thorough study of the marketplace, Barcelona City Hall chose the
Genesys SIP server as it provides the functionality, operational control and
openness to enable the Catalan Local Authority to extend its customer service
beyond the contact centre, and to leverage, in the future, customer data and
knowledge from across the entire enterprise to better align service
goals. Barcelona City Hall anticipates the new contact centre will manage
3 million citizen contacts in 2010, a 10 percent increase over the number of
contacts managed in 2009.
“Demand from citizens was increasing and we knew if we were to provide the
enhanced services they were asking for we’d need to improve our communications
infrastructure,” said Emili Rubio Lorenzo, Director Citizens Services at
Barcelona City Hall. “We wanted to create an open, transparent
communication line, moving our customers to the correct expert to solve their
problem or answer their question. We knew this would involve making use
of the different communication channels our customers use, including web, SMS
and email, in addition to the telephone. The Genesys SIP server impressed
us with its ability to support multiple media and conversations across multiple
channels. As a result we look forward to increasing the number of citizen
inquiries we manage each year as we work towards delivering the best service to
our citizens.”
The Genesys SIP server will make it easier for Barcelona City Council to
deliver services to its citizens as it:
1. creates a single virtual pool of resources in the
contact centre back offices, and remote locations to simplify administration
and the addition of staff during peak times;
2. extends customer support across the full spectrum
of government services so citizens can have access to qualified and available
resources;
3. will enable the use of customer service
applications such as presence, IM and video to provide higher levels of
citizen-centric services.
Telefonica Spain, Genesys’ “Partner of the Year” in Spain in 2007 and 2008,
was instrumental in implementing the SIP server to enable this major service
transformation for the citizens of Barcelona.
“Telefonica Spain really understands this market and the company's technical
experience was essential in the design and implementation of the service
infrastructure we deployed for Barcelona City Hall. This service
infrastructure will consistently deliver successful, efficient and quick
contact resolution for the City Hall's citizens, regardless of the
communications channel used to access the services,” added Jose Luis Prieto,
Country Manager for Genesys in Spain and Portugal. “Genesys’ track record
of working with partners to successfully transform customer service
organisations into unified service centres has allowed us to work with some of
Europe’s most forward-thinking companies and we look forward to a strong and
lasting partnership with Barcelona City Hall.”
About Barcelona City Council
Barcelona City Council offers its citizens a multitude of services to ensure
better everyday life for its inhabitants and a better city for them. These
wide-ranging services that include finding solutions to the problems of the
elderly, guaranteeing the rights of all people, and committing to the cohesion
of the city, are provided from the local districts and neighbourhoods of
Barcelona City Hall.
About Genesys Telecommunications Laboratories, Inc.
Genesys is the leading provider of software to manage customer interactions
over the phone, Web and mobile devices. The Genesys software suite
connects customers with the right resources – self-service, assisted-service
and proactive outreach – 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 dynamically
engage with their customers. As a result, Genesys stops customer
frustration, drives efficiency and accelerates business innovation. For more
information, go to  www.genesyslab.com.
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