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Touchbase Selects Genesys For Integrated Sitel Contact Centre Management

  • 10 August, 2005 17:45

<p>Business case will be presented at G-Force, 17 August 2005</p>
<p>Sydney, 10 August 2005 – Contact centre technology specialist Touchbase today announced it is designing and implementing a Genesys intelligent routing and contact centre management solution for SITEL, a leader in outsourced customer contact.</p>
<p>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 centre 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.</p>
<p>SITEL operates different contact centre 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.</p>
<p>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 centres - now and in the future - and provide us with an integrated management tool.”</p>
<p>SITEL selected Genesys to integrate with its Avaya and Ericsson switches in its production and disaster recovery contact centres. 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.</p>
<p>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.</p>
<p>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.”</p>
<p>Magnus Maynard, managing director Touchbase Australia said, “SITEL is indicative of why Touchbase operates as a vendor agnostic organisation. We are structured to deliver solutions to our clients that provide the functionality they require to drive performance and revenue from contact centre operations. Many clients have a mix of technologies across various sites and we are uniquely positioned to cater to that.”</p>
<p>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 organisations 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.”</p>
<p>Touchbase and SITEL are hosting a breakout session on the business case on day two of the Genesys contact centre conference G-Force, 17 August, Crown Casino Melbourne. For more information, visit</p>
<p>About Touchbase</p>
<p>Touchbase independently advises its clients on their use of voice and data technology to help them improve their internal and external communication. With deep experience and specialist knowledge of the leading Contact Centres, Business Telephony, Data Networks, Messaging and Network Services, Touchbase designs, integrates and supports world-class communication solutions for over 650 global clients. In the South Pacific region, Touchbase has offices in: Sydney, Brisbane, Melbourne, Adelaide, Perth and Auckland.</p>
<p>For more information about Touchbase visit</p>
<p>About Genesys</p>
<p>Genesys, an Alcatel company, is 100 percent focused on software for contact centres. Genesys directs more than 100 million customer interactions every day, allowing enterprises to achieve key business objectives by tying together customer interactions, people and customer information in both traditional telephony and IP environments. For more information visit us at</p>
<p>About SITEL</p>
<p>SITEL is a leading global provider of outsourced customer support services. On behalf of many of the world's leading organisations, SITEL designs and improves customer contact models across its clients' customer acquisition, retention and development cycles. SITEL manages approximately two million customer interactions per day via the telephone, e-mail, Internet and traditional mail. SITEL has over 34,000 employees in 91 global contact centres, utilising more than 25 languages and dialects to serve customers in 55 countries. Please visit SITEL’s website at for further information.</p>
<p>For further information contact:</p>
<p>Roger Marshall / Will McIntyre
Spectrum Communications
Tel: + 61 2 9954 3299
Email: /</p>
<p>SITEL Australia:
Sharon Melamed
Tel: + 61 2 9947 9744

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