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TomTom Picks Genesys Software to Streamline Operation of Contact Centers

August 29, 2007

TomTom International BV, a provider of personal navigation products and services, has selected software from Genesys to run in its global customer service centers.

Each of the company’s contact centers in The Netherlands, the U.S. and Australia will be using Genesys software to manage hundreds of thousands of customer service requests per month.
“Over the last three years, TomTom has experienced tremendous growth and the market for portable navigation devices continues to increase,” said Roy van Keulen, general manager of customer support at TomTom, in a statement. “We want to offer excellent service to our customers exactly how and when they need it. But to do this, we needed a strong customer service platform, and a way to provide more detailed information to our agents.”
By using Genesys’ Customer Interaction Management platform, TomTom will be able to improve the overall quality and speed of its customer service capabilities, including first call resolution. Genesys automatically captures, processes and routes all incoming customer calls and e-mails based on preset business criteria.
In addition, TomTom will take advantage of Genesys Workforce Management to create flexible staffing plans, optimizing all available global resources.
“Because we continue to expand, we needed a flexible solution that can grow with our business and still remain stable,” said van Keulen. “Genesys proved to be the best solution for this type of scalability and stability. Furthermore, it offers the most open platform, which makes it easy to integrate with a variety of business systems.”

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Niladri Sekhar Nath is a contributing writer for ContactCenterSolutions covering telecommunications, service providers and networking.