Alcatel-Lucent helps Belgacom Directory Information Services (DIS) prepare for the future introduction of new capabilities to enhance interaction with customer
Paris – May 31, 2012 – Belgian telecom users are to enjoy an enhanced level of service when they access the Belgian telecommunications operators’ directory enquiries service this year.
Alcatel-Lucent (Euronext Paris and NYSE: ALU) is replacing Belgacom DIS’ hardware-based directory service – which was limited to assisting with phone number enquiries – with a software solution that will provide advanced new features along with a more flexible and cost effective means of supplying the service.
The solution software will reside in Belgacom’s data centers. Alcatel-Lucent’s Internet Protocol Multimedia Subsystem (IMS) – which is already in use by Belgacom – will provide access to the data centers through the cloud.
With the new system Alcatel-Lucent is providing a richer set of services, built upon the foundation of IP architecture from Genesys for the management of both customer service software and IMS. Alcatel-Lucent’s Services business is integrating all aspects of the solution along with the Soleo software designed specifically for directory information access already deployed in DIS network.
Olivier Mabille, head of Directory Information Services of Belgacom: “What traditionally was known as a basic service assisting on phone number enquiries (1207, 1307, 1407) will considerably change in the future. By using the latest trends of social media and chat, we considerably enhance the user experience. The new Alcatel-Lucent platform will allow us to evolve towards an interactive multimedia service, which will bring new experiences to the Belgian telecom users.”
Alcatel-Lucent’s Directory Services Solution offers operators the opportunity to enrich the end-user experience in a number of ways including dynamic interactive voice recognition menus that recognize the customer’s identity and the type of information they are seeking as well as the use of chat or messaging formats to provide information to the subscriber. Moreover, the graphical user interface allows better management of the platform and a much more flexible system.
Luc Defieuw, VP CIS, North, Central and Eastern Europe from Alcatel-Lucent said: “As the world of communications is changing, and people these days have become very familiar with interactive multimedia communication tools and social media, they expect a different kind of service from their operator. With this platform, Belgacom enters a new era for directory services, which allows the operator to bring a better service to its customers, but also monetize better the investment made by evolving into new services and features.”
Paul Segre, President of Genesys said: “Belgacom and Genesys have had a longstanding partnership,” said Paul Segre, CEO and President of Genesys. “This opportunity with Belgacom is an exciting one, and highlights the mutual strengths and capabilities offered by Genesys and Alcatel-Lucent to deliver the best customer service around the world.”
Belgacom Media Contact
Haroun Fenaux firstname.lastname@example.org T: +32 2 202 48 67