July 17, 2006

Genesys Telecommunications Laboratories announces today that its Genesys Express Outbound (GEOS) solution has enabled Betfair, the world's leading online B2B betting exchange, to increase the productivity of its outbound customer care center by 50 per cent.

Betfair's outbound operations were established in last year to enhance customer satisfaction and retention, as well as to ensure new users know how to better use the web site effectively.

The solution, deployed by Genesys partner BT, uses preview dialing to reduce the time agents spend dialing customers - significantly increasing the number of calls that they can make per day.

"The Genesys Outbound Voice solution has provided us with the high levels of functionality and manageability that we need in our outbound operation.

We've achieved such rapid results because testing during the implementation process with BT was so thorough that by the time we were fully operational there were no unforeseen problems," commented Paul Holmes, Contact Centre Analyst, Betfair.

"While we were deploying the solution, the expertise of BT ensured that we got the most from the powerful Genesys solution, so now that we have been fully operational for around a year, we have been able to realize some significant benefits from the solution."

"Outbound calls are an important part of the majority of businesses in the UK, for reasons varying from customer service to customer wins," added Mark Turner, Vice President and Managing Director, Genesys UK and Ireland.

"Being able to initiate contact with customers helped to increase the interactivity of a business, and enables it to stay reactive to the ever-changing needs of the customer. Our solution will also help Betfair to gain greater visibility of its operation and to continually improve its service through enhanced processes."

Genesys outbound voice allows contact centres to provide additional levels of customer service by creating, modifying, running and reporting on outbound service campaigns using comprehensive software dialer technology.

Outbound voice gathers customer data from host systems or corporate databases, and then places outbound calls and connects callers to agents. It also intelligently leverages existing customer data to ensure that campaigns are contacting the right customers.

Source: Online B2B Portal News