Winners from France, Belgium and Poland highlight the innovative approach behind contact centre deployments

Barcelona, 08 October, 2012 - NextiraOne, Europe’s leading expert in communications services, has announced the winners of its Contact Centre Customer Innovation Awards for 2012. The awards, now in their sixth year, were presented in partnership with Genesys at NextiraOne’s Annual VIP Dinner on the first night of the Genesys G-Force event held in Barcelona from 11-13 September 2012.

NextiraOne is Gold Certified Genesys Suite Partner in four European countries and is one of its largest and most innovative EMEA channel partners. The company has been a major Partner of Genesys EMEA for over 8 years and is a unique Gold Partner in Europe.

NextiraOne has implemented more than 400 standard and advanced Genesys Contact Centre solutions for over 500,000 agents across Europe, including many international Genesys deployments. This year’s award-winning customers, from France, Belgium and Poland have been selected from a wide range of projects in 16 countries. They demonstrate the great variety of contact centre solutions and applications NextiraOne has helped to deploy, working closely with its customers to deliver innovative solutions for their business environments and with Genesys to select the right technologies. The awards provide an opportunity to share ideas and best practice with around 100 NextiraOne customers and 1000 participants at this year’s G-Force event. This year’s winners are Belfius Bank in Belgium, MAAF Assurances in France and T-Mobile in Poland.

Belgium: Belfius Bank: Combining Workforce Management, VoicePortal and Infomart for increased productivity

Belfius Bank is one of Belgium’s major financial institutions covering retail, insurance and institutional investment. The bank wanted to restructure its contact centre activities into a consolidated technology approach that would allow it to cooperate smoothly with its 850 branches and interact efficiently with its 3M customers. This would enable the business to bring more productivity to all its contact centre agents through Genesys Work Force Management (WFM) and using the Genesys VoicePortal solution to improve time to answers and the relevance of information delivered. The introduction of the Genesys Infomart reporting tool gives Belfius a direct view of the daily situation and volume of activity in their contact centre. Combining all these tools at the same time as migrating to the all-new Genesys version 8 platform was visionary and required a high level of skill from Belfius in determining the requirements and from NextiraOne in deploying a fully integrated solution with the new version platform.

France: Insurance Company MAAF: Increasing accessibility

MAAF is a major provider of insurance services in France. With over 7,000 employees, the organisation insures over 4M vehicles, 2.8M homes, and handles over one million health insurance policies. The company’s client strategy (CRM) is strongly focused on accessibility (achieving customer catch rates above 80%, efficient call routing and reduced call waiting times) as one of the five key factors for business success. NextiraOne was brought by MAAF to help achieve these goals. The overall project involves migrating Genesys routing and CCD to a full Genesys solution for around 1000 agents, and includes the deployment of Infomart for reporting and also inbound call routing. It will continue in 2012 and 2013 with a migration to version 8 for all applications plus a further phase to integrate more agents.

Poland: T-Mobile (PTC) – Improving customer care and increasing efficiency with iWD

T-Mobile is one of the largest mobile networks in Poland, providing a full range of telecommunications services to individual and institutional clients, including telephony and Internet services. The network is operated in Poland by Polska Telefonia Cyfrowa S.A. (PTC), a company employing around 5,200 people. T-Mobile and NextiraOne worked closely to introduce and align an iWD (intelligent Workload Distribution) solution to the operator’s business processes in order to optimise its operations, especially in customer care. The solution allows an effective integration of back-office and front-office that helps to achieve virtualised customer care across departments and also an efficient distribution of the workload. It coordinates the distribution of all tasks, pushing them to available and appropriately skilled individuals according to priorities defined by the business. The key benefit of the iWD implementation is increased agent productivity and improved customer care.

“Our award winners this year are again pushing the boundaries to harness the latest contact centre technologies in innovative ways that support their own unique business model and processes,” said Shaun Ledgerwood, Vice President Business Development & Services. “It is always a pleasure to work with these companies and to help them achieve their visionary aims with our experience and best practice solutions.”