Betfair Selects Alcatel's Genesys

PARIS — Betfair, an online betting exchange, selected the Genesys Express Outbound solution from Genesys Telecommunications Laboratories, an Alcatel company (NYSE: ALA, Paris: CGEP.PA). Betfair's outbound operations were established in 2005 and were designed to enhance customer satisfaction and retention, as well as, ensure that new users knew how to use the Web site effectively. The solution, deployed by Genesys partner BT, uses preview dialing.

"The Genesys Outbound Voice solution has provided us with the high levels of functionality and manageability that we need in our outbound operation. We've achieved such rapid results because testing during the implementation process with BT was so thorough that by the time we were fully operational there were no unforeseen problems," commented Paul Holmes, contact center analyst, Betfair. "While we were deploying the solution, the expertise of BT ensured that we got the most from the powerful Genesys solution, so now that we have been fully operational for around a year, we have been able to realize some significant benefits from the solution."

Genesys outbound voice allows contact centers to provide additional levels of customer service by creating, modifying, running and reporting on outbound service campaigns using software dialer technology. Outbound voice gathers customer data from host systems or corporate databases, and then places outbound calls and connects callers to agents.