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Paris, July 15, 2009 – Alcatel-Lucent (Euronext Paris and NYSE: ALU)
today announced that it has successfully installed an innovative contact center
solution for Postal Savings Bank of China(PSBC) in order to transform its
customers’ banking experience. The new communications capabilities will
also help the bank to save money and make money by reducing operational costs
with newly developed e-business services that support online credit card and
telebanking interactions.
The new network and contact center solution, led by Alcatel-Lucent Shanghai
Bell, Alcatel-Lucent’s Chinese flagship company, also enables PSBC to
centralize data management and improve data stability further improving PSBC’s
reliability, especially in peak service hours, while its customized reports
system will help the bank further expand its telemarketing services. As a
result, PSBC can now strengthen its internal process management and improve
customer satisfaction.
“Dynamic enterprises recognize that in today’s market it’s imperative that
communications perform to improve the customer’s experience,” said Wolfgang
Hackenberg, vice president of Alcatel-Lucent’s Enterprise activities in Asia
Pacific. “With Alcatel-Lucent’s network and contact center solution, PSBC can
use communications to make money and save money and connect customers to the
people and knowledge they need. Alcatel-Lucent’s proven expertise, global
banking credentials and first-class project management help ensure the success
of this project,” he added.
Alcatel-Lucent provided its industry-leading OmniGenesys contact center
solution, the combination of the OmniPCX Enterprise and Genesys customer
interaction management software, linked together with a unique Routing Service
Intelligence component. The solution supports thousands of interactive voice
response (IVR) ports for self-service that reduces operational costs, with
seamless escalation to agent-assisted service that improves customer
satisfaction. The advanced outbound dialing function enables more sophisticated
telemarketing for all sorts of campaigns. The workforce management software
enhances efficiency, which is vital to service center operation.
Alcatel-Lucent’s Genesys is number one worldwide in contact center software.
Every day, 100 million customer interactions are managed by more than 4000
enterprises through contact centers operated by our customers. A recent report
from analyst firm Datamonitor recommends that enterprises place
Alcatel-Lucent/Genesys on their short-list for IP contact center selection
based on its rankings in the categories of technology, market impact and user
sentiment. More information about Alcatel-Lucent contact center solutions is
available online.
About PSBC
Postal Savings Bank of China(PSBC)was established in March 6, 2007. It has
completed a personal Financial Services network which has the most extensive
network coverage in urban and rural areas and the largest volume of
transactions.At the end of 2006, the PSBC’s national postal savings deposit
balance ranks fifth in China.
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