[November 19, 2009] 'Alcatel-Lucent wins contract at Barcelona City Hall' Tweet Nov 19, 2009 (DMEUROPE via COMTEX) -- Barcelona City Hall has selected Genesys Telecommunications Laboratories, an Alcatel-Lucent company, and Telefonica Spain to develop and implement a SIP-enabled, multi-channel contact centre to improve response to citizens' needs. Under the terms of the contract, Spain's second largest metropolitan local authority will deploy Alcatel-Lucent's Genesys platform to integrate services across multiple communication channels including web, email, SMS and voice. Genesys' SIP server integrates and consolidates the operations of the Catalan local authority's internal and external contact centres to provide a complete view of customer interactions. The platform completes the service catalogue offered by the City Hall to its citizens throughout the Metropolitan Area of Barcelona and enables them to contact the local authority by telephone, email, website, and even SMS, to make inquiries about housing, social services, local tax and benefit services. Barcelona City Hall estimates the new contact centre to manage 3 million citizen contacts in 2010, a 10 percent increase over the number of contacts managed in 2009. The Genesys SIP server is expected to enable the Barcelona local authority to deliver services to its citizens, by creating a single virtual pool of resources in the contact centre back offices, and remote locations to simplify administration and the addition of staff during peak times. The platform also extends customer support across the full spectrum of government services, providing citizens with access to qualified and available resources, and enables the use of customer service applications including presence, IM and video to provide higher levels of citizen-centric services. The SIP server was implemented in cooperation with Telefonica, Genesys' partner in Spain. Distributed for DMeurope.com via M2 Communications (www.m2.com) [ Back To TMCnet.com's Homepage ]