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The French National Lottery Selects InStranet to Improve Customer ExperienceCHICAGO --(Business Wire)-- InStranet, Inc., a global provider of multi-channel knowledge applications, today announced that the French National Lottery, La Francaise des Jeux (FDJ), has implemented its award-winning Contact Center In-Line(TM) (CCIL) application. InStranet's CCIL application provides over two-hundred call center agents, who are responsible for retail support, online assistance, and internal departments, one central access point to personalized knowledge on products, services, and procedures. In addition, CCIL will be integrated with FDJ's CTI software from Genesys Telecommunications Laboratories, an Alcatel-Lucent company, (Euronext Paris and NYSE: ALU), enabling contextual knowledge delivery based on the customer category and nature of the call. Through automated knowledge delivery, FDJ is expecting to reduce the time it takes for an agent to find appropriate information along with call durations, and transfer rates. "We knew we needed to replace the way our agents were accessing information while handling calls," said Andre Imbert, Call Center Director at La Francaise des Jeux. "InStranet provides a business solution that helps us build a sustainable knowledge base. We expect a more efficient delivery of information resulting in streamlined customer service processes. Integrated with our CTI system, agents will be immediately presented with the right information in the right context. Thanks to better knowledge management, we are planning an important reduction of lengthy calls and field technician dispatches, as well as increases in first call resolution rates." "By using all the call routing intelligence provided by the Genesys platform, InStranet brings contact center productivity to the next level," said Claudine Cherfan Country Manager Genesys France. "We are pleased to see innovative vendors like InStranet invest in leveraging our Customer Interaction Management Platform." "We're honored to be selected by the French Lottery," said Jean-Noel Grandval, VP & General Manager, Europe and Asia Pacific for InStranet. "Many of our customers are gaining tremendous value using CCIL in combination with other applications, such as CTI and CRM. Blending knowledge management with existing customer service processes provides a quicker return on investment by leveraging existing platforms." About InStranet, Inc. InStranet is a leading provider of multi-channel knowledge applications. Global 2000 companies rely on InStranet's solutions to automate content and knowledge delivery for contact centers, field sales, and Web self-care, for servicing and sales initiatives. InStranet's Multi-Channel Knowledge Applications enable businesses to securely create, manage and deploy critical profile-based content for enterprise channels, and to analyze results to identify key successes or areas for improvement. InStranet is working with many high-profile enterprises, including 3M, AXA, Expedia, France Telecom, Orange, SFR Cegetel, Tele2, Transcom, UPC Noos, VimpelCom, and Zurich North America. Global partners include Amdocs, Aspect Communications, BEA Systems, Genesys Telecommunications, IBM, Oracle Corporation, salesforce.com, and Sun Microsystems. InStranet is headquartered in Chicago with offices in Paris and London, and technology and distribution partnerships throughout Europe and Asia. For more information, visit www.instranet.com. About La Francaise des Jeux La Francaise des Jeux is the French National Lottery, and in 2005, generated sales of a 8.926 billion. Like other gaming operators, La Francaise des Jeux is a source of revenues for the state, to which it paid the equivalent of 28.4% of wagers in 2005. Players of FDJ are representative of the overall French population as La Francaise des Jeux products are designed for the general public. 28.8 million people played a La Francaise des Jeux game at least once during 2005, purchasing tickets through one of their 40,000 Points of Sales. The public can purchase and play various different games types offered by La Francaise de Jeux, including Scratch games, Sport betting games, and Draw games. Of the game lines provided by La Francaise des Jeux, the Euromillions trademarked games are included. EuroMillions is available to players in Spain, France, United Kingdom, Ireland, Luxembourg, Austria, Belgium, Portugal, Switzerland. For more information, visit http://www.fdjeux.com/institutionnel_uk. About Genesys Telecommunications Laboratories, Inc. Genesys, an Alcatel-Lucent company, is the only company that focuses 100% on software to manage customer interactions over the phone, web and in e-mail. The Genesys software suite dynamically connects customers with the right resources - self-service or assisted-service - to fulfill customer requests, optimize customer care goals and efficiently use resources. Genesys software directs more than 100 million customer interactions every day for more than 3,500 companies and government agencies in 80 countries. These companies and agencies can leverage their entire organization, from the contact center to the back office, to improve the overall customer experience. As a result, Genesys helps stop customer frustration, drive efficiency, and accelerate business innovation. For more information, go to www.genesyslab.com or visit the industry blog at www.betterinteractions.com. |
