[July 02, 2009] 'Alcatel-Lucent, Genesys deploy contact centre at Zon' Tweet Jul 02, 2009 (DMEUROPE via COMTEX) -- Portuguese cable operator Zon Multimedia has selected Alcatel-Lucent to deploy a contact centre. Zon is currently implementing phase two of this project, which consists of developing new customer service capabilities to support the Portuguese operator's customer engagement strategy. Under the terms of the deal, Alcatel-Lucent will create a new customer service platform for Zon Multimedia, based on software developed by its subsidiary Genesys Telecommunications Laboratories. The new platform will integrate all Zon's inbound and outbound communications and create new self- and assisted-service channels for its customers, incorporating additional types of media, such as email, video and chat. Zon plans to use Alcatel-Lucent's project management capabilities, consulting and design service, and software integration experience to support their end-user focused strategy. Zon currently serves around 1.6 million subscribers, providing multiple services across several platforms, including cable, satellite, ADSL and mobile. Zon will also implement the Genesys Voice Portal and Genesys SIP Server, integrating the technology with its existing Siebel CRM system. Distributed for DMeurope.com via M2 Communications (www.m2.com) [ Back To TMCnet.com's Homepage ]