MTS selects Alcatel contact center solution for its regional networks
Alcatel (Paris: CGEP.PA and NYSE: ALA) today announced that it has been awarded a multimillion Euro contract by Mobile TeleSystems OJSC (NYSE: MBT), the largest mobile phone operator in Russia and the CIS, to deploy Alcatel contact centre solutions in eight macro-regional networks of MTS in Russia.
(I-Newswire) - Alcatel's solutions, that will be deployed in the cities of Ryazan, Orel, Samara, Nizhny Novgorod, Yekaterinburg, Vladivostok, Novosibirsk and St.Petersburg, will enable MTS to offer consistent, high quality customer care to its client base.
Under the terms of this contract, Alcatel will deliver its best-in-class solutions on a turnkey basis, managing all relevant phases from design to installation, integration, commissioning and maintenance. Implementation of the solution is scheduled in phases to be completed in Q4 2005.
Alcatel's solution includes its industry-leading Genesys contact centre software, which enables sophisticated routing and reporting of customer interactions across voice, e-mail and web channels. The solution also includes the Genesys Voice Platforms, an advanced software-based IVR platform for deploying voice self-service applications and blending assisted service with self-service to reduce costs. With an open approach that supports both traditional telephony and IP infrastructures, Genesys contact center solutions can integrate smoothly into infrastructure environments and business applications from multiple and best-of-breed vendors protecting previous investments and delivering a future-proof solution. The implementation will also include the Alcatel OmniPCX Enterprise solution, Alcatel's leading IP communication platform for large enterprises, which provides customers ease of implementation and modular flexibility for managing telephony.
Igor Stolyarov, Vice President of Sales and Customer Service of MTS, commented: "Delivering enhanced customer care has become a key differentiator and a growth driver for companies. With Alcatel, we found a strategic partner to allow us to quickly establish world-class contact centers capabilities to improve customer service, reduce operational costs and make the most of every customer interaction".
"Customer service is one of the key focus areas for mobile operators and we are committed to provide increased value to our customers through our best-in-class solutions for contact centers," said Frederic Rose, President of Alcatel's integration and services activities.
About MTS Mobile TeleSystems OJSC ( "MTS" ) is the largest mobile phone operator in Russia and the CIS. Together with its subsidiaries, the Company services over 42.3 million subscribers. The regions of Russia, as well as Belarus, Ukraine and Uzbekistan, in which MTS and its subsidiaries are licensed to provide GSM services, have a total population of approximately 226.5 million. Since June 2000, MTS' Level 3 ADRs have been listed on the New York Stock Exchange with the ticker symbol MBT. Additional information about MTS can be found on MTS' website at www.mtsgsm.com.
About Alcatel's Integration and Services activities Alcatel offers a comprehensive portfolio of services to all telecom carriers ( fixed and mobile ) as well as to industries and public sectors ( Energy, Transport, Public Sectors, Defense and Security ). To meet the increasing demand from customers to have a strategic and flexible services partner, Alcatel's services cover both multi-vendor and multi-technology communication networks and are customized to the specific needs of the customer. Alcatel can take responsibility - locally and throughout the world - for some or all of the network design, build, systems and OSS integration, deployment, security, operation and maintenance. Alcatel is also the leader in the growing outsourcing market.
About Genesys Telecommunications Laboratories, Inc. Genesys, an Alcatel company, is 100 percent focused on software for contact centers. Leading companies in the Global 2000 and Fortune 1000 use Genesys to deliver interactions that drive better business. With 3000 customers in 80 countries, Genesys directs more than 100 million customer interactions every day. Genesys allows enterprises to achieve key business objectives by tying together customer interactions, people, and customer information in both traditional telephony and IP environments. Sophisticated routing and reporting across voice, e-mail, documents and Web interactions, coupled with integrated self service, ensure that customers are quickly connected to the right resource - the first time. Genesys solutions stop customer frustration and allow enterprises to deliver superior customer satisfaction and improved business results. For more information visit us at www.genesyslab.com
About Alcatel Alcatel provides communications solutions to telecommunication carriers, Internet service providers and enterprises for delivery of voice, data and video applications to their customers or employees. Alcatel brings its leading position in fixed and mobile broadband networks, applications and services, to help its partners and customers build a user-centric broadband world. With sales of EURO 12.3 billion in 2004, Alcatel operates in more than 130 countries.
Contact press@alcatel.com
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