Twisto Picks Alcatel IP Call Center

France's Twisto chooses the Alcatel IP call center and becomes the first customer for the Alcatel OmniTouch Call Center Office

May 25, 2004

2 Min Read

PARIS -- Alcatel (Paris: CGEP.PA and NYSE: ALA) today announced that Twisto, aprivate operator of public transport lines in Caen, France, has chosen the Alcatel OmniTouch CallCenter Office, launched last month. The Alcatel OmniTouch Call Center Office allows Twisto to offerprofessional, friendly greetings and personalized services in order to better communicate with itscustomers.

Twisto manages a bus and tramway network in 19 clustered suburbs of Caen, which represent apopulation of over 190,000 inhabitants; it will extend its network to include 10 more suburbs inSeptember 2004. At times of exceptional events such as the Normandy landing commemorationceremonies, the Twisto switchboard can be overwhelmed with calls. As a private operator of theCaen public transport network that is truly committed to customer satisfaction, Twisto decided toreorganize its telephone reception in order to improve its quality of service to customers.

The solution deployed for Twisto is an Alcatel OmniTouch Call Center Office, which consists of anAlcatel OmniPCX Office at the main site and Alcatel e-Reflexe IP phones at other remote sites.Thanks to this system, customers are accessing 3 levels of reception: requests for information, lostand found objects, and ticket bookings. This new greeting solution allows callers to be directed tothe most appropriate Twisto telephone receptionist, depending on their question.

This solution, targeted to small and mid-sized businesses, is part of the range of solutions namedAlcatel Contact Center Solutions. The Alcatel OmniTouch Call Center Office is fully integrated in thecommunication server Alcatel OmniPCX Office, which offers the functions of IP or TDM telephony,internet, email and data transmission. This solution provides businesses with a full spectrum ofservices, enabling optimized management of communication flow in single sites as well as in virtualorganizations. It also improves productivity as demonstrated by Twisto’s successful installation.

“We are receiving very positive feedback from our customers and are therefore fully satisfied withthe Alcatel call center solution. It really meets the objectives we set in terms of flexibility of use,”states Catherine Renaut, in charge of Twisto’s commercial development.

“In the SME market, the flexibility of the Alcatel OmniTouch Call Center Office is a key quality. Wecan now respond to the needs of 5, 10 and even 20-agent call centers with a very competitiveoffering, whereas only a few years ago, this type of solution would have been too expensive for thissize company” states Jean-Christophe Giroux, President for Alcatel’s enterprise solutions activities.

Alcatel SA

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