Tuesday, July 14, 2009

Postal Savings Bank of China Deploys Alcatel-Lucent's Contact Center

The Postal Savings Bank of China (PSBC) has deployed a new contact center solution from Alcatel-Lucent. The new network and contact center solution, led by Alcatel-Lucent Shanghai Bell, enables PSBC to centralize data management and improve data stability further improving PSBC's reliability, especially in peak service hours, while its customized reports system will help the bank further expand its telemarketing services.

Alcatel-Lucent provided its OmniGenesys contact center solution, the combination of the OmniPCX Enterprise and Genesys customer interaction management software, linked together with a unique Routing Service Intelligence component. The solution supports thousands of interactive voice response (IVR) ports for self-service that reduces operational costs, with seamless escalation to agent-assisted service that improves customer satisfaction. The advanced outbound dialing function enables more sophisticated telemarketing for all sorts of campaigns. The workforce management software enhances efficiency, which is vital to service center operation.

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