City Improves Customer Centric Services
Barcelona City Council increases its request handling target
Barcelona City Council, Spains second largest metropolitan
local authority, selected Genesys Telecommunications
Laboratories, an Alcatel-Lucent company and Telefonica Spain,
the country's largest telecommunications company, to develop and
implement an advanced SIP-enabled, multi-channel contact centre
to better respond to the needs of its citizens.
Genesys SIP server will, for the first time, integrate and
consolidate the operations of the Catalan Local Authority's
internal and external contact centres in order to provide a
complete view of customer interactions.
This platform completes the service catalogue offered by the
City Hall to its citizens throughout the Metropolitan Area of
Barcelona and enables them tocontact the local authority by
telephone, email, website, and even SMS, to make inquiries about
housing, social services, local tax and benefit services.
With this project, Barcelona City Hall will gain a better
understanding of its outsourced operations, provide increased
visibility of their performance, and improve customer service to
its citizens through a wider set of communication channels that
include email, voice and web self-service.
After a thorough study of the marketplace, Barcelona City
Hall chose the Genesys SIP server as it provides the
functionality, operational control and openness to enable the
Catalan Local Authority to extend its customer service beyond
the contact centre, and to leverage, in the future, customer
data and knowledge from across the entire enterprise to better
align service goals. Barcelona City Hall anticipates the new
contact centre will manage three million citizen contacts in
2010, a 10 per cent increase over the number of contacts managed
in 2009.
"Demand from citizens was increasing and we knew if we were to
provide the enhanced services they were asking for wed need to
improve our communications infrastructure," said Emili Rubio
Lorenzo, Director Citizens Services at Barcelona City Hall.
"We wanted to create an open, transparent communication line,
moving our customers to the correct expert to solve their
problem or answer their question. We knew this would involve
making use of the different communication channels our customers
use, including web, SMS and email, in addition to the telephone.
The Genesys SIP server impressed us with its ability to support
multiple media and conversations across multiple channels. As a
result we look forward to increasing the number of citizen
inquiries we manage each year as we work towards delivering the
best service to our citizens."
The Genesys SIP server will make it easier for Barcelona City
Council to deliver services to its citizens as it:
1. creates 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
2. extends customer support across the full spectrum of government services so citizens can have access to qualified and available resources
3. will enable the use of customer service
applications such as presence, IM and video to provide higher
levels of citizen-centric services
Telefonica Spain, Genesys "Partner of the Year" in Spain in 2007
and 2008 was instrumental in implementing the SIP server to
enable this major service transformation for the citizens of
Barcelona.
"Telefonica Spain really understands this market and the
company's technical experience was essential in the design and
implementation of the service infrastructure we deployed for
Barcelona City Hall. This service infrastructure will
consistently deliver successful, efficient and quick contact
resolution for the City Hall's citizens, regardless of the
communications channel used to access the services," added
Agostino Bertoldi, Vice President of Southern Europe at Genesys.
"Genesys track record of working with partners to successfully transform customer service organisations into unified service centres has allowed us to work with some of Europes most forward-thinking companies and we look forward to a strong and lasting partnership with Barcelona City Hall."
About Barcelona City Council
Barcelona City Council offers its citizens a multitude of
services to ensure better everyday life for its inhabitants and
a better city for them. These wide-ranging services that include
finding solutions to the problems of the elderly, guaranteeing
the rights of all people, and committing to the cohesion of the
city, are provided from the local districts and neighbourhoods
of Barcelona City Hall. For more information go to
www.bcn.es
About Genesys Telecommunications Laboratories, Inc.
Genesys, an Alcatel-Lucent company, is the only company that focuses 100 per cent 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, optimise customer care goals and efficiently use resources. Genesys software directs more than 100 million customer interactions every day for 4,000 companies and government agencies in 80 countries. These companies and agencies can leverage their entire organisation, from the contact centre 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
About Alcatel-Lucent
Alcatel-Lucent is the trusted partner of service providers,
enterprises and governments worldwide, providing solutions to
deliver voice, data and video communication services to
end-users. A leader in fixed, mobile and converged broadband
networking, IP technologies, applications and services,
Alcatel-Lucent leverages the unrivalled technical and scientific
expertise of Bell Labs, one of the largest innovation
powerhouses in the communications industry. With operations in
more than 130 countries and the most experienced global services
organization in the industry, Alcatel-Lucent is a local partner
with a global reach. Alcatel-Lucent achieved revenues of Euro
16.98 billion in 2008 and is incorporated in France, with
executive offices located in Paris. For more information, visit
Alcatel-Lucent on the Internet:
http://www.alcatel-lucent.com.
