Genesys Recognizes T-Mobile Germany for Customer Service Excellence


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T-Mobile Germany Transforms Customer Service with Genesys Dynamic Contact Centre

* Leading Mobile Communications Service Provider Recognised with Genesys Customer Innovation Award for Customer Service

WOKINGHAM – June 13, 2007 – At G-Force London, Genesys Telecommunications Laboratories, Inc., an Alcatel-Lucent company (Euronext Paris and NYSE: ALU), recognised T-Mobile Germany, the leading provider of mobile communication services in Germany and the largest company within the T-Mobile International group, as one of the world’s leading customer service organisations. T-Mobile Germany was selected from more than 240 applicants as a recipient of the second annual 2007 Genesys Customer Innovation Awards.

Using technology innovatively to streamline and optimise customer service, T-Mobile Germany partnered with Genesys to transform its customer contact centre into a Dynamic Contact Centre (DCC), increasing customer satisfaction, as well as improving the contact centre’s alignment with company business goals. Finalists strive to provide excellent customer service through the innovative use of technology in highly dynamic environments. Furthermore, the DCC showcases how customer service can be elevated to a strategic business asset designed to increase overall customer loyalty and business value. A DCC stops customer frustration, drives contact centre efficiencies and accelerates business innovation.

“The goal of the awards programme is to recognise the world’s most dynamic contact centre environments,” said Wes Hayden, president and CEO, Genesys. “T-Mobile Germany has strategically leveraged the Genesys suite of contact centre solutions to achieve an optimal balance of customer traffic, internal resources and business outcomes. The most universal common thread among all of the innovators is the ability to link business issues to customer service, achieve optimisation and treat the contact centre as a strategic opportunity.”

T-Mobile Germany began working with Genesys in 2006, when it set out to harness the skills of all its workers, better serve customers and create a dynamic customer service experience. The company decided to develop a fully integrated customer service system using the Genesys Customer Interaction Management Platform, and implemented the Genesys Business Process Routing solution with Inbound Voice.

The new technologies allowed T-Mobile to integrate all of its customer contact technology and business processes into one routing stream. Today, the company has greater control over the deployment of its contact centre and back-office workforce, and an increased ability to meet its service-level agreements. And for the first time, T-Mobile can generate reports that reflect the full range of customer interactions across various media.

“With the solution we have in place now, we can react almost instantaneously to changes in business priorities and set the focus to where it creates the biggest benefit. And best of all, we can see the results almost immediately.” said Nikola Cvijanovic, vice president and IT manager for customer service at T-Mobile Germany. “The system is designed so that we are always offering the most efficient customer service possible.”

In defining its DCC vision, Genesys looked at the global customer service leaders among the 4,000 companies currently using its software. Genesys recognised that customers have started to deploy elements of the DCC vision today, based on key capabilities. Genesys created the Genesys Customer Innovation Awards to recognise those customers who are already making strides toward creating DCCs. The programme also enables sharing of experiences among the Genesys customer community.

T-Mobile Germany presented to a panel of analyst judges during the semi-finals at Alcatel-Lucent Forum, held in Paris in February 2007. The company attained perfect scores in several of the 17 scoring criteria, and was selected for its business process strategy, extending access across the organisation and overall customer satisfaction. T-Mobile Germany will receive recognition at G-Force London. For more information on the event, visit:

About Genesys Telecommunications Laboratories, Inc.
Genesys, an Alcatel-Lucent company, is the only company that focuses 100 per cent 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, optimise 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 organisation, from the contact centre 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 organisations 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 transferred to Thales]. For more information, visit Alcatel-Lucent on the Internet:

Media Contact:
Duncan Burford, UK PR for Genesys. 01780 721 433, [email protected]

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