Paris, 19 November 2012 - Atos Worldline, Atos core expertise in Hi-Tech Transactional Services, launches a redesigned third generation of its Contact offering, enabling it to manage incoming and outgoing contacts from unique interfaces on all channels used by the general public: voice, SMS, email, chat and social networks. It is a first in France.
"Our clients are seeking for a solution which offers unified global management of all channels from unique interfaces to agents, supervisors and administrators. As a leader in the management of customer relations, we have innovated to meet our customers' requirements. Today, we are proud to launch the 3rd generation of our contact offering which has just bridged a technological gap by allowing the management of multi-channel and cross-channel customer relations to be simplified," states Laurent Martin, Manager of the Contact offer at Atos Worldline.
More intuitive, easier to use and tailored to each professional profile:
· Adviser interface: the Agent bar has been optimised to offer a workstation that is tailored to work on a wide range of media and across channels. The main actions can be accessed with a single click to improve response productivity.
· Supervisor interface: the interface can now be completely personalised using drag & drop (to be explained), so that each supervisor can customise the navigation. All professional indicators and alerts put in place allow users to manage and act in real time for greater reactivity.
· Administrator interface: the rich, intuitive interface gives greater autonomy in the configuration of the contact centre. The specific settings of each channel are accessible from a single, unique interface to simplify use and offer a unified vision (multi-channel scheduling, multi-channel management of teams).
The new generation of Contact keeps the broad principles of the previous two. Supplied exclusively in service mode by Atos Worldline, it is integrated into an end-to-end service offering from the grouping of multi-channel operators to the establishment of a relationship between users and advisers. With its 100% web interfaces that have no great interaction with the IP (Internet Protocol) extension, it guarantees rapid implementation without having an impact on the main infrastructure. Independent of any telecommunications offer, its virtual ACD assets allow contacts to be routed to several sites independently of their number and their geographical location and offers global administration and supervision.
For more information and to try out the launch game, visit:
http://www.atosworldline.com/ext/contact/notre-offre.html
About Atos Worldline
Atos Worldline brings together Atos core expertise in Hi-Tech Transactional Services with 40 years of experience and recognized know-how in the payment industry. A leader in end-to-end services for critical electronic transactions, Atos Worldline is specialised in electronic payment services (including issuing, acquiring, terminals, and card and non-card payment solutions & processing), eServices for customers, citizens and communities (eCS) as well as services for financial markets. Atos Worldline is committed to continuous R&D and innovation so its customers can benefit from leading-edge solutions to stay ahead of market evolutions. Atos Worldline generates annual revenues of € 913 million and employs over 5,400 people in the world. For more information, please visit: atosworldline.com
About Atos
Atos is an international information technology services company with annual 2011 pro forma revenue of EUR 8.5 billion and 74,000 employees in 48 countries. Serving a global client base, it delivers hi-tech transactional services, consulting and technology services, systems integration and managed services. With its deep technology expertise and industry knowledge, it works with clients across the following market sectors: Manufacturing, Retail, Services; Public, Health & Transports; Financial Services; Telecoms, Media & Technology; Energy & Utilities. Atos is focused on business technology that powers progress and helps organizations to create their firm of the future. It is the Worldwide Information Technology Partner for the Olympic and Paralympic Games and is quoted on the Paris Eurolist Market. Atos operates under the brands Atos, Atos Consulting & Technology Services, Atos Worldline and Atos Worldgrid. For more information, visit: atos.net
For more information:
Jose de Vries
+31 6 30 27 26 11
Jose.devries@atos.net