NEWS

Touchbase selects Genesys for integrated SITEL contact center management. - 10 August 2006
Business case will be presented at G-Force, 17 August 2005.

SYDNEY, AUSTRALIA - Contact center technology specialist Touchbase today announced it is designing and implementing a Genesys intelligent routing and contact center management solution for SITEL, a leader in outsourced customer contact.

Following a run of new business wins, SITEL, which handles approximately 2 million customer interactions per day worldwide, identified the need to upgrade its contact center systems to ensure continued leadership in customer management solutions. An intelligent routing platform and integration with SITEL’s Siebel contact management system was required to enhance its customer service and sales capabilities as well as self-service functionality for high-volume tasks.

SITEL operates different contact center hardware in each of its Australian sites, which meant it needed to identify a solution that would work seamlessly regardless of hardware platform. The company turned to Touchbase to leverage its vendor-neutral approach and investigate the options available.

Simon Bocking, director of IT at SITEL said, “We had worked with Touchbase previously and always enjoyed outstanding service and solutions that were tailored to our needs, not a single vendor’s offerings. This vendor independent approach made Touchbase the ideal option for this project as we needed a solution that would sit across all our contact centers - now and in the future - and provide us with an integrated management tool.”

SITEL selected Genesys to integrate with its Avaya and Ericsson switches in its production and disaster recovery contact centers. Genesys Voice Platform can also integrate with SITEL’s Nortel technology in other SITEL locations. It allows for the intelligent routing of calls, directing calls to the most appropriate operator where the Genesys Gplus Adapter for Siebel triggers a screen pop up from the Siebel CRM application with the contact history of that particular customer. This allows for fast, efficient resolution of caller enquiries and reduces caller frustration.

An advanced function called Genesys Voice Callback enables callers to leave their name and number when entering a call queue. They can then hang up and are called back when they reach the front of the queue. This reduces toll charges and eliminates the need for people to sit in queue for extensive periods.

The Genesys solution also provides enhanced reporting tools. “We operate to strict service level agreements with our customers, and this new system will allow us to easily monitor and report on our performance against these targets,” Bocking explains. “It will deliver clear business benefits such as greater efficiency and transparency in performance reporting. We also have the option of implementing speech recognition, outbound calling or e-mail functionality in the future, as and when it is required.”

Magnus Maynard, managing director Touchbase Australia said, “SITEL is indicative of why Touchbase operates as a vendor agnostic organization. We are structured to deliver solutions to our clients that provide the functionality they require to drive performance and revenue from contact center operations. Many clients have a mix of technologies across various sites and we are uniquely positioned to cater to that.”

Jason Stirling, managing director at Genesys Australia said the Touchbase implementation of Genesys solutions perfectly suited SITEL’s requirements. “Genesys and Touchbase work together closely to help organizations provide better customer service, improve productivity and reduce operational costs while leveraging their current investments in multiple technologies. Through Touchbase and Genesys, SITEL is differentiating itself to win strategic opportunities now and in the future.”

Touchbase and SITEL are hosting a breakout session on the business case on day two of the Genesys contact center conference G-Force, 17 August, Crown Casino Melbourne. For more information, visit www.g-forcemelbourne.com.au

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