Green Flag Group to Respond to 1 Million Calls from Motorists Annually

    SAN FRANCISCO--Oct. 16, 2001--Genesys Telecommunications Laboratories Inc., a wholly owned subsidiary of Alcatel , announced today that Green Flag Group -- one of the UK's leading business to business insurance and motoring assistance providers -- has gone live with Genesys Call Center solutions. Genesys will provide Green Flag with a blended inbound/outbound environment for its incident management center that handles one million round-the-clock vehicle rescue and roadside assistance inquires annually. With Genesys, Green Flag will "improve agent responses reduce call-handling times and personalize customer service for all inquiries."
    Genesys enables Green Flag to collect all relevant customer Information during each interaction -- regardless of media type. Using this information as part of their ongoing customer service efforts, Green Flag can more intelligently route customers to contact center representatives -- all based on a single Universal Queue-based customer profile and their immediate need. Genesys software delivers agents the entire customer's call history and relevant customer information at the agent desktop, providing a more complete view of the customer. Green Flag has also integrated Genesys' Outbound Contact solution to proactively communicate with customers and manage outbound campaigns, such as insurance renewals. Using Genesys, Green Flag can automatically activate outbound calls to customers when inbound traffic is low.
    Accredited Genesys partner BT will implement the total solution and also offer ongoing support.
    "We already answer 80 percent of the rescue calls we receive within ten seconds, and now we are looking to build on this efficiency by focussing on customer loyalty," said Stephen Roe, Systems Development Manager, Green Flag Group. "The Genesys solution adds value to our service by providing a total view of each customer's interaction history with us. By automating the outbound calling system, we can also take a more proactive approach to processing insurance renewals to increase call center agent productivity and provide customers with a high level of personal service.
    "Genesys is scalable and easy to modify, which is essential for the fast-paced business environment we operate in and provides a platform that we can grow with. In the next 12 months, we are also looking to integrate intelligent call routing to further reduce call-waiting times and improve customer satisfaction," Roe added.

    About Green Flag

    Green Flag Group is a differentiated business within the Royal Bank of Scotland Group of companies and is a leading business provider of personal insurance, motoring assistance and other related motoring products. Green Flag Group provides excellent and cost-effective customer service using core skills in customer-focused marketing, insurance risk assessment, telephone based service delivery, 24-hour incident handling and management of third party networks. Green Flag motoring assistance provides roadside rescue and recovery to 3.5 million rescue customers and one million helpline and recovery after accident customers 24 hours a day, 365 days a year. Roadside assistance is carried out by Green Flag recovery agents, who are meticulously vetted and inspected to ensure the highest standards of service. Agents are situated in all UK and European urban and rural locations and close to key road networks.

    About BT Ignite Solutions

    BT Ignite Solutions is the e-business and communications solutions unit within BT Ignite. The business provides solutions to help its clients to optimise customer value in an IP enabled world. Providing consultancy, e-business, e-CRM and network-centric applications, BT Ignite Solutions delivers and manages solutions on behalf of many of the world's largest and most respected organisations. With revenues of 1.5 billion pounds, BT Ignite Solutions is the largest provider of managed and outsourced network and IT solutions in the UK. It has more than 27,000 customers ranging from mid-sized companies to multi-national organisations in 92 countries across the globe. For more information, visit: www.btignitesolutions.com

    About Genesys Telecommunications Laboratories

    Genesys Telecommunications Laboratories, Inc., an independent wholly owned subsidiary of Alcatel , is the leading provider of universal queue interaction solutions for complete customer relationship management. Genesys offers an integrated suite of open, infrastructure-independent applications that manage interactions across all media types, networks and applications. Headquartered in San Francisco, Genesys has served Global 2000 enterprises and major telecommunications carriers and service providers worldwide for more than ten years. Today, Genesys has 45 offices around the world and maintains a global network of strategic partners, including IBM Global Services, Accenture, PriceWaterhouseCoopers, Alcatel and Siemens. For more information about Genesys Telecommunications Laboratories please visit www.genesyslab.com