Device Arena

Alcatel-Lucent announced today it has successfully implemented a contact center for ZON Multimedia, Portugal’s leading Pay TV operator and second largest Internet Service Provider. ZON is now implementing Phase Two of this project, which consists of developing new customer service capabilities and thus contributing to ZON’s Customer Engagement Strategy.

Alcatel-Lucent will create a new customer service platform for ZON Multimedia, using software from its subsidiary Genesys Telecommunications Laboratories, to significantly enhance the customer experience. The new platform will integrate all ZON’s inbound and outbound communications and create new self- and assisted-service channels for its customers, incorporating additional types of media, such as email, video and chat. ZON will be leveraging Alcatel-Lucent’s project management capabilities, consulting and design strengths, and software integration experience to support their end-user focused strategy.

ZON Multimedia is Portugal’s largest digital cable network operator with almost 1.6 million subscribers, providing multiple services across several platforms, including cable, satellite, ADSL and mobile. It will implement the Genesys Voice Portal and Genesys SIP Server, and integrate with ZON Multimedia’s existing Siebel CRM system.

“Top of our agenda was cost containment and high quality customer service. Alcatel-Lucent addressed both issues and was selected as it offered the best solution for our company. We also wanted to focus on multiple media sources, and this is why we opted for software from Genesys Telecommunications Labs, as its solution gives us a solid platform for growth and integration,” commented ZON TV Cabo Customer Care Manager, Adriano Neves. “The project consisted of three phases – the first of which was completed in a record seven months. The Alcatel-Lucent team worked closely with us to define, fine-tune and enhance our particular product and business requirements, as well as provide pre- and post go-live support, knowledge transfer and consultancy.

“Phase Two, which we are announcing today, centres on developing our outbound services that are currently provided by third parties and on adding new capabilities that Genesys calls the intelligent Customer Front Door (iCFD). Adding Genesys Outbound Voice allows us to integrate these agents seamlessly into our operations and centralise our management processes. The iCFD solution transforms our call answering. It discerns the identity and intent of a caller in the fewest steps, gathers relevant information from our CRM system, determines how best to treat callers based on preferences, resource availability and business rules, and then connects them to the right response including self-service, proactive notification or assisted-service. Phase Three will focus on expanding our voice and email capabilities, as well as incorporating chat and video functionality.”

“One of Alcatel-Lucent’s advantages is our experience in integrating complex solutions, which we are delivering to ZON,” said Adolfo Hernandez, President of Alcatel-Lucent’s activities for Europe Middle East and Africa. “We are delighted to be working with Portugal’s leading Cable Pay TV operator and look forward to building a long, successful partnership. Increasingly, companies which focus on creating great customer experiences are incorporating a great self-service environment as part of their strategy for stopping customer frustration.” he added.

Alcatel-Lucent