MG Rover Group Implements Genesys for IT Help Desk

Mid-sized Solution Genesys Express Installed in Days

WOKINGHAM – June 23, 2003 – Genesys Telecommunications Laboratories, Inc., a subsidiary of Alcatel (NYSE: ALA, Paris: CGEP.PA), today announced that MG Rover Group, maker of luxury and sport automobiles, has chosen and implemented Genesys Express for its IT help desk interactions with company employees. Installed in only six days by Genesys partner Softlab Limited, the software solution will leverage caller data to intelligently route employees to the appropriate IT staff. By providing more efficient transactions, MG Rover expects Genesys Express to help reduce each of the 300 calls daily to its IT help desk by more than 30 seconds, translating into approximately 25 saved staff-hours each week.

Within the Longbridge, United Kingdom help desk, 15 MG Rover IT staff support 5,000 users around the globe on approximately 300 different technology applications, from general office software through sales applications, to engineering and business-critical manufacturing platforms. Integrated with a Nortel Meridian PBX and Remedy desktop, Genesys Express captures individual profile information on each caller, including their department, which applications they use, and their history with the IT helpdesk. This information is used to route the caller to an IT staff member who is specifically skilled in addressing the caller’s application. The calling employee’s profile data is delivered with the call to the IT staff to provide a single view of all previous interactions and support issues to speed query resolution. The system also enables MG Rover to prioritise production-critical issues over routine requests and report on all interactions to improve service levels and make better business decisions.

MG Rover manager of technology, architecture and e-business Andrew Bull notes: “We have divided our support system to correspond to four departmental categories at MG Rover – manufacturing, sales process, engineering and general office. Genesys Express lets us distinguish between calls as we receive them, and automatically route the caller to the right agent, who can solve their query quickly.

“In addition to this sophisticated routing, we were attracted to the flexibility that Genesys Express provides. When one customer focus team is busy, we can easily reroute calls to other departments without major programming work,” continued Andrew Bull.

Designed specifically for mid-sized contact centres, Genesys Express is ideal for both small and medium businesses (SMB) and divisional contact centres within large enterprises. The software solution, deployable on industry-standard hardware in only a matter of days, comes in two options, Express Voice and Express Multimedia. Express Voice offers computer telephony integration (CTI), sophisticated voice call routing and voice processing. Express Multimedia adds automated email response management. Both versions of Genesys Express include an agent desktop application and a full set of real-time and historical reports. Additionally, Genesys Express can integrate with a wide variety of CRM desktops and can leverage Genesys’ Gplus adapters for integration with SAP, Siebel and PeopleSoft CRM applications.

Softlab, an accredited Genesys partner, is a systems integrator offering contact centre and CRM solutions as well as IT integration and support services. As well as winning and installing the Genesys Express order, Softlab will fully support the MG Rover implementation.

About MG Rover
Maker of luxury and sport automobiles based in Birmingham, England.

About Softlab Limited
Softlab is an international systems integrator providing contact centre and CRM solutions. Softlab employs over 1,200 people and has a worldwide presence with offices in Europe, Japan and USA. Founded in Munich in 1971 as a systems and software development company, Softlab was purchased by BMW in 1992 it is now a wholly owned subsidiary of BMW Group.

Softlab has experienced IT professionals dedicated to contact centre and CRM-based business solutions. The size and scope of these range from virtual call centres supporting multi-channel, multi-language over many worldwide locations right down to 15 seat, single server, inbound, voice-only implementations. Softlab is capable of handling all phases of the project life cycle from consultancy, systems analysis, design and implementation to integration, training and on-going support.

About Genesys

Genesys Telecommunications Laboratories, Inc., a subsidiary of Alcatel, is 100 per cent focused on software for call centres. Genesys recognises that better interactions drive better business and build company reputations. Customer service solutions from Genesys deliver on this promise for Global 2000 enterprises, government organisations and telecommunications service providers across 80 countries, directing more than 100 million customer interactions every day. Sophisticated routing and reporting across voice, e-mail and Web channels ensure that customers are quickly connected to the best available resource – the first time. Genesys offers solutions for customer service, help desks, order desks, collections, outbound telesales and service, and workforce management. Visit www.genesyslab.com for more information.

Media Contact:
Lara Booth, Genesys, 0118 9747024