Genesys and NextiraOne Deploy Customer Contact Centre for Macif Assurances
* France’s leading provider of auto, protection and home insurance, makes customer relations its top priority and has acquired the most extensive contact centre in the industry
WOKINGHAM, April 3, 2007 – Genesys Telecommunications Laboratories Inc., an Alcatel-Lucent company (Euronext Paris and NYSE: ALU), has announced the signing of a major contract with Macif, France’s leading provider of family insurance, including property, protection, savings, assistance and credit.
Under the terms of the contract, NextiraOne, the insurance group’s long-time systems integrator, is developing a next-generation contact centre for Macif that will allow the company to benefit from the entire range of integrated software in the Genesys 7 suite.
The Macif IT and telecommunications departments wanted to modernise its call centre infrastructure by generalising computer-telephony integration (CTI) technologies and giving supervisors the means for forecasting calls and planning agents. After evaluating several commercially available solutions, the company selected NextiraOne’s proposal to implement a full contact centre, including the entire Genesys suite consisting of Genesys Enterprise Routing Solution (ERS) for routing inbound calls, Genesys Outbound Contact Server (OCS) for outbound call campaigns, and Genesys Workforce Management (WFM) for high-level reporting output and management of agent schedules.
“Genesys satisfied our request in terms of both functional wealth and its know-how concerning customer organisations such as ours,” said Dominique Baranger, director of the Integration and Architecture Pole and project manager at Macif. “We saw the Genesys solution as being the most productive in Macif’s context. It was also the only one of all the solutions evaluated that satisfied all of our specifications due to its full suite of integrated solutions – ERS, OCS and WFM.”
According to Franck Portz, account executive at NextiraOne in charge of project integration: “This contract is a real break with tradition in the sense that Macif decided to automate and professionalise its customer contact centres using a tool outside the private branch exchange. We’re very pleased to get this new vote of confidence and to be able to continue coaching our long-time customer, Macif Assurances, as it upgrades its contact centre.”
The implementation is a large regional win for Genesys: “This implementation of the entire Genesys 7 suite is a major step in the development of our operations in the Niort mutual insurance sector, as we look to expand our outreach in the financial services and insurance industries in this region,” explained Romain Lucas, account executive with Genesys France.
“The rollout of this new contact centre is a highly strategic move for us, guaranteeing us certain productivity gains,” added Dominique Baranger. “With the new infrastructure, we’ll be able to provide improved service to our customers by better handling inbound and outbound traffic, as well as boosting the response time of our dedicated teams while controlling resources.”
Before deploying the Genesys solution, Macif felt their customer service provisions were falling behind that of the other players in the banking and insurance sectors. The firm was not using any CTI tool, and calls were being routed site by site via a traditional automatic call distributor.
The Genesys 7 suite implementation is a major leap forward in the sector for Macif Assurances in terms of customer service structures. The company is now a trendsetter in its sector and the only one to have a contact centre as modern and abundant for inbound and outbound customer relationship management services. The suite, particularly the use of Genesys WFM planning tools, will give Macif a competitive edge in a tough banking and insurance market. The Genesys solutions will enable the company to provide better service to its customers and offer them new products based on customer preferences.
Macif Assurances currently employs a staff of 1,200 agents to manage some 10,000,000 inbound calls per year on its telephone platforms. The company plans to expand those numbers in 2007.
About the Macif Group
France’s leading family insurance provider, Macif covers all the needs of its 4.5 million members (property, protection, savings, assistance, credit, etc. insurance). Organised into 11 regions, it was managing over 14.5 million policies as of January 1, 2005. Number 1 in the auto, two-wheeler and home insurance market, the Macif Group earned revenues of 4.3 billion euros in 2004. For more information, go to www.macif.fr.
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 fulfil 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 www.genesyslab.com or visit the industry blog at www.betterinteractions.com
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 to be transferred to Thales]. For more information, visit Alcatel-Lucent on the Internet: www.alcatel-lucent.com
Media Contact:
Duncan Burford, Genesys – UK PR, 01780 721 433, [email protected]
