TomTom International 'Gets Direction' From Genesys On Customer Service
Genesys Telecommunications Laboratories, an Alcatel-Lucent company, has announced that TomTom International BV, the world's largest provider of personal navigation products and services, has chosen Genesys contact centre software as a platform for its global customer service centres.
TomTom has contact centres located in The Netherlands, United States and Australia. These centres handle hundreds of thousands of customer service requests per month with over 400 agents.
"Over the last three years, TomTom has experienced tremendous growth and the market for portable navigation devices continues to increase," says Roy van Keulen, general manager, customer support, TomTom. "We want to offer excellent service to our customers exactly how and when they need it. But to do this, we needed a strong customer service platform, and a way to provide more detailed information to our agents."
The company chose the Genesys Customer Interaction Management (CIM) platform and Genesys Inbound Voice, among others, to improve the overall quality and speed of its customer service capabilities, including first call resolution. Genesys automatically captures, processes and routes all incoming customer calls and e-mails based on pre-determined business criteria. Integrated reporting provides a universal view and management of each and every customer interaction.
With Genesys, interactions are delivered to the right agent, regardless of location. Agents are then presented with all available customer information via screen pop. Integration with TomTom's CRM system provides a deeper level of information for agents, greatly improving agents' abilities to resolve inquiries quickly.
Using Genesys Workforce Management, TomTom can create accurate, flexible staffing plans, optimizing all available global resources. By routing calls to available agents at any of its regional contact centres, TomTom provides true 'follow the sun' service.
"Because we continue to expand, we needed a flexible solution that can grow with our business and still remain stable," said van Keulen. "Genesys proved to be the best solution for this type of scalability and stability. Furthermore, it offers the most open platform, which makes it easy to integrate with a variety of business systems."
About TomTom
TomTom NV is the world's largest navigation solutions provider. TomTom's products are developed with an emphasis on innovation, quality, ease of use and value. TomTom's products include all-in-one navigation devices which enable customers to navigate right out of the box; these are the award-winning TomTom GO family, the TomTom ONE and ONE XL range and the TomTom RIDER. TomTom offers location-based content and services for the Company's navigation products easily available through TomTom HOME. TomTom also provides navigation software products which integrate with third party devices; the TomTom NAVIGATOR software for PDAs and smartphones. TomTom WORK combines industry leading communication and smart navigation technology with leading edge tracking and tracing expertise. TomTom's products are sold through a network of leading retailers in 30 countries and online. TomTom was founded in 1991 in Amsterdam and has offices in Europe, North America and Asia Pacific. TomTom is listed at Euronext, Amsterdam Stock Exchange in The Netherlands. For more information, go to www.tomtom.com.
About Genesys Telecommunications Laboratories, Inc.
Genesys, an Alcatel-Lucent company, is the only company that focuses 100% 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, optimize 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 organization, from the contact center 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 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 organizations in the telecommunications industry. Alcatel-Lucent achieved adjusted proforma revenues of Euro 18.3B 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: www.alcatel-lucent.com
SOURCE: Genesys Telecommunications Laboratories, an Alcatel-Lucent company