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June 05, 2009

Etisalat Misr Receives Genesys Customer Innovation Award

By Amy Tierney, TMCnet Web Editor

Genesys (News - Alert) Telecommunications Laboratories, a provider of contact center software, has named Etisalat Misr, an Egyptian 3.5G service provider, as a winner of its Customer Innovation Award.

The competition, which is in its fourth year, recognizes companies for their use of technology to deliver innovative customer service in dynamic environments. Etisalat (News - Alert) Misr was one of eight winners selected. A panel of 28 experts and analysts from the customer care industry honored the winners at the Genesys Analyst Conference, which took place in San Francisco, CA (News - Alert), and at Alcatel- Lucent’s Enterprise Forum in Paris.
Genesys, an Alcatel-Lucent (News - Alert) company, chose Etisalat Misr because the company created one of the world’s most advanced multimedia contact centers, combining video, voice, and SMS, with voice recognition, avatars, and other advanced self service choices, the firm said. The video call centre and IVR technology lets the telco provider’s 7 million customers interact live with agents via their video enabled mobile phones and the 3G network 24 hours a day.
Etisalat Misr gave a presentation before industry analysts demonstrating how and why its customer engagement strategies make it one of the elite customer service organizations worldwide. Judges reviewed three criteria to determine the scores, including innovation, optimization and improving the customer experience.
As a result, the company earned a four-star rating, the highest honor, based on a scale of one to four stars when compared to the four stages of the Genesys contact center capability maturity model. Those stages include establishment, consolidating, performing and optimizing. That ranking indicates the company is operating at the optimizing stage, the firm said.
IVR technology like Etisalat Misr’s helps improve customer service and reduce labor costs, TMC (News - Alert) reported. While the company’s technology connects customers with agents,
Etisalat Misr Egypt is the first company from the Middle East and the North Africa, East Europe and Russia region to win this international award, the company said.
Other winners include Presbyterian Health and Personal Nucleo from the Americas; DenizBank, FedEx Express, and MultiChoice from EMEA; and Global Speech Networks and Tokio Marine from the Asia Pacific region.

Edited by Amy Tierney

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