InStranet Improves Customer Experience for French National Lottery

TMCnet Contributing Editor

The French National Lottery, La Francaise des Jeux (FDJ), has implemented InStranet’s Contact Center In-Line (CCIL) application.

InStranet’s CCIL application provides one central access point to personalized knowledge on products, services, and procedures for over two-hundred call center agents of FDJ. These agents are responsible for retail support, online assistance, and internal departments.

The application will also be integrated with FDJ’s CTI

software from Genesys (News - Alert) Telecommunications Laboratories. The integration will enable contextual knowledge delivery based on the customer category and nature of the call. FDJ will use the automated knowledge delivery to reduce the time it takes for an agent to find appropriate information along with call durations, and transfer rates.

Andre Imbert, Call Center director at La Francaise des Jeux said that they wanted to replace the way their agents were accessing information while handling calls and InStranet provides a business solution that helps them build a sustainable knowledge base.

Imbert said that FDJ expect a more efficient delivery of information resulting in streamlined customer service processes and the integration will enable the agents to be immediately presented with the right information in the right context.

“Thanks to better knowledge management, we are planning an important reduction of lengthy calls and field technician dispatches, as well as increases in first call resolution rates,” said Imbert.

According to Claudine Cherfan country manager Genesys France, InStranet brings contact center productivity to the next level by using all the call routing

intelligence provided by the Genesys platform.

“We are pleased to see innovative vendors like InStranet invest in leveraging our Customer Interaction Management Platform,” she added.

“We’re honored to be selected by the French Lottery,” said Jean-Noel Grandval, VP & General Manager, Europe and Asia Pacific for InStranet in a press release.

He continued: “Many of our customers are gaining tremendous value using CCIL in combination with other applications, such as CTI and CRM. Blending knowledge management with existing customer service processes provides a quicker return on investment by leveraging existing platforms.”

InStranet is a provider of multi-channel knowledge applications. InStranet is headquartered in Chicago with offices in Paris and London, and technology and distribution partnerships throughout Europe and Asia.

La Francaise des Jeux is the French National Lottery, and in 2005, generated sales of 8.926 billion.

Genesys, an Alcatel (News - Alert)-Lucent company, focuses 100% on software to manage customer interactions over the phone, web and in e-mail.

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Anuradha Shukla is a contributing editor for TMCnet, covering call centers, CRM and information technology. To see more of her articles, please visit her columnist page.