The Global Association for Contact Center Best Practices & Networking

Dec 13, 2011 -- The Ping An Insurance Group Co.Ltd. (Ping An of China)  offers video-based interaction with its clients, thanks to an innovative system from the Genesys business of Alcatel-Lucent (Euronext Paris and NYSE:ALU).

Ping An of China's customer contact agents will now be equipped to handle video communication with customers, improving interaction and service quality,as well as enriching the entire customer experience using Genesys contactcenter solutions.

Ping An of China's contact center in China, seats nearly 9,000 people, with staff located in Shanghai, Suzhou andShenzhen. As an integrated financial services institution, Ping An insurance provides banking, securities, funds, trusts and other services.

With the new video contact center, 'virtual shop' service agents and customers will leverage video communication to make the business more direct and efficient. Connecting via video, customers of Ping An of China's insurance business will be able to gain timely understanding of their situation or claim status and help agents accelerate business management. For the bank credit card business, customer service agents will use video and fingerprint viewing forcomplete and instant verification of applicants' identities.

Genesys was selected based on the rich functionality its solutions offeredto support the complex business requirements from Ping An. Genesys technology provides multiple levels of business continuity, along with centralized management across all three contact centers. The SIP-based architecture enables applications such as video interaction as well as providing great flexibility for future expansion. Through the Genesys Customer Interaction Management Platform, Ping An of China is able to centralize all its contact center resources, provide intelligent routing, command real-time monitoring and historical statistics reporting, and optimize the customer service operations.

"Providing high-quality customer experience is the key to winning customers. We are building a business-critical contact center solution thatgives Ping An of China a strong competitive differentiation to provide superb customer care for its market-leading financial and insurance services," said Romano Valussi, head of Alcatel-lucent Shanghai Bell. "Genesys is helping financial companies to drive business growth through new services model."

Genesys offers solutions in the contact center industry and are widely used in finance, insurance, enterprises and government agencies, toprovide voice, video and multimedia network interactive contact centerapplications.

Posted by Veronica Silva Cusi, news correspondent
Source: http://www.techzone360.com/news/2011/12/13/5990176.htm

About Alcatel-Lucent:
Alcatel-Lucent is a global telecommunications corporation, headquartered in Paris, France. It provides telecommunications solutions to service providers, enterprises and governments around the world, enabling these customers to deliver voice, data and video services. The company focuses on fixed, mobile, and converged broadband networking hardware, IP technologies, software, and services. It leverages the technical and scientific expertise of Bell Labs, one of the largest innovation and R&D houses in the communications industry. Alcatel-Lucent has operations in more than 130 countries.