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Middle East, August 24, 2011Alcatel-Lucent (Euronext Paris and NYSE: ALU) is calling upon companies to take advantage of today’s powerful, multi-channel smart phones by creating a new model for mobile customer engagement. With today’s mobile approach mostly limited to self-service and limited transactions, Alcatel-Lucent is prescribing a strategy that brings conversations to mobile customer service applications by intelligently linking contact center agents and customer care resources from across the enterprise, including those in the back office and branch locations.

While many companies already offer their customers mobile service apps — consider the thousands available for banking, retail and travel — these are often poorly integrated within a company’s existing customer service strategy and contact center technology platform. As a result, today’s mobile customers suffer from a disconnected experience that often delivers frustrating hold times or no way to contact an agent or resource for additional support. This disconnected approach also fails to unleash the power of today’s smart phones in transforming customer engagement with proactive contact, personalized applications and location-based services.

During the G-Force Melbourne 2011 customer event, Alcatel-Lucent outlined its Genesys Mobile Customer Engagement strategy, which focuses on helping companies move from transactional applications to mobile conversations and recommends the following best practices:

  • Contact Me – provide seamless and secure ‘click-to-call’ capabilities with context from smart phone applications with immediate agent support or scheduled call backs.
  • Connect Me – deliver mobile customers to best resource from contact center to back office departments and branch locations, across any channel – voice, SMS, chat.
  • Know Me – provide personalized mobile experience based current service tasks and proactive contact with targeted offers and location-based services.

“Today’s consumers rely on their smart phones and tablets to be their ‘windows to the world.’ Businesses need to be creative in offering apps that integrate into all areas of the enterprise, from sales and marketing to customer care,” said Tom Burns, President, Alcatel-Lucent Enterprise. “Our mobile solutions featured in the G8 suite are bringing our core cross-channel routing and application openness together with the power of our Genesys Conversation Manager to provide the context and presence information needed to deliver the next generation mobile experience.”

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