Alcatel develops CRM connector to provide next-generation intelligent contact centres

Issued by Bytes Communication Systems for Bytes Connect
Johannesburg, 27 May 2004

Alcatel announced the availability of a new software connector that fully integrates Alcatel Contact Centre Solutions with the Pivotal CRM Software suite. By combining this new connector, enterprises can increase customer satisfaction and agent`s efficiency.

The connector was developed by Alcatel in collaboration with Pivotal, the leading provider of customer relationship management (CRM) software for mid-sized enterprises. It is based on the Alcatel OmniGenesys, a unique combination of an intelligent interface - the Alcatel RSI - consisted of the Alcatel OmniPCX Enterprise IP communication server and the multi-awarded technology from Genesys.

Combining the Alcatel Contact Centre Solution with the Pivotal desktop application* enables an agent to benefit from a synchronised process between telephony and customer information, on a single desktop, whether in a voice-only or multimedia configuration. Enterprises benefit from a solution that reduces the total cost of ownership while providing full customisation, scalability and rapid implementation.

The joint Alcatel/Pivotal connector extends the Alcatel OmniPCX Enterprise solution and allows both companies to enhance their presence in Europe, Middle East and Africa (EMEA).

This joint technological release represents a significant achievement in the strategic business and technology alliance signed in 2002 between Alcatel and Pivotal. The two companies had previously released a joint connector developed for the Alcatel OmniTouch contact centre.

"Combining Alcatel`s technology and capabilities with Pivotal`s extensive portfolio of customer relationship management solutions provides great value for our customers," says John O`Hara, Pivotal Executive Vice-President, EMEA. "Together with Alcatel we enable our customers to achieve significant cost savings and reap the benefits of new applications by providing flexible, customisable and proven solutions on an open, collaborative framework."

"The new CRM connector is a perfect fit with our global strategy: ensuring that our customers can make their contact centres evolve smoothly with their changing needs. The partnership with Pivotal proved successful in 2003, and we look forward to more joint success in years to come," adds Jean-Christophe Giroux, President of Alcatel`s enterprise solutions activities.

* Pivotal Contact Centre is a contact centre desktop application built for mid-sized enterprises and seamlessly integrated with Pivotal CRM Suite.

Alcatel Contact Centre Solutions

Alcatel Contact Centre Solutions is an evolutionary contact centre suite composed of three leading offerings: Alcatel OmniTouch Call Centre Office for Small to Medium Businesses, Alcatel OmniTouch Contact Centre and Alcatel OmniGenesys for Medium to Large Enterprises. Alcatel Contact Centre Solutions deliver customer service solutions over any communication channel, including inbound calls, outbound calls, e-mail, fax, VOIP, Web, chat, or co-browsing. Alcatel Contact Centre Solutions are platform-independent, and can operate over TDM and IP, in mono-site or virtual organisations, integrated with any e-business application or any other component of the enterprise information system.

Alcatel

Alcatel provides communications solutions to telecommunication carriers, Internet service providers and enterprises for delivery of voice, data and video applications to their customers or to their employees. Alcatel leverages its leading position in fixed and mobile broadband networks, applications and services to bring value to its customers in the framework of a broadband world. With sales of 12.5 billion euro in 2003, Alcatel operates in more than 130 countries. For more information, visit Alcatel on the Internet at http://www.alcatel.com.

Bytes Communication Systems

Bytes Communication Systems has been closely associated with the telecommunication industry in SA since 1924. The company currently employs some 240 people nationally to market, support and service its comprehensive range of PBX systems, data equipment and other associated communication equipment throughout the country. Bytes Communication Systems is part of the Bytes Technology Group which is part of the Altron Group. Our technology partner, Alcatel, is the number one PBX vendor in Europe and is rapidly strengthening its presence in the US where its products, both voice and data, have won several prestigious awards and is a recognised innovator in voice and data convergence.

This partnership ensures that we have full and exclusive access to a wide range of leading edge technology in voice, data, call centres, mobility, networking products and solutions. For more information about Bytes Communication Systems, please visit our Web site at www.bytescomms.co.za.

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