Sprint Implements Genesys Contact Center Solutions in Wireless Division - Company Business and Marketing

Cambridge Telcom Report, August 30, 1999

Genesys Telecommunications Laboratories, Inc., a leading provider of enterprise interaction management solutions, Monday announced that Sprint PCS, the wireless division of Sprint Corporation, is currently deploying Genesys' contact center solutions across its 12 operating sites.

Working as a team, Sprint PCS Information Technology, Sprint PCS Customer Care and Genesys Professional Services have successfully completed implementation and roll-out of Genesys' solutions for approximately 3,000 call center advocates at five Sprint PCS operating sites throughout the U.S. Initial deployment for these five sites was completed in a 90-day testing period followed by a 30-day roll-out. Systems for the remaining seven Sprint PCS sites are scheduled to be deployed over the next four months. The deal signifies the fourth win for Genesys at Sprint.

Sprint PCS has the largest nationwide, all-digital Personal Communication Services (PCS) wireless network, serving nearly 4 million customers in 280 metropolitan markets, including 4,000 cities and communities.

With nearly 7,000 agents spanning 12 sites, Sprint PCS required an integrated, comprehensive inbound customer care solution that was easy to use and could deliver agent "screen-pop" capabilities, business routing and reporting. With distributed call center locations, Sprint PCS also required a solution that could seamlessly integrate its multiple sites and enable the delivery of calls between sites and agents.

Genesys' Interaction Router, a key component of the Genesys Suite, intelligently routes customer calls based on customer information, agent availability and expertise. This functionality enables Sprint PCS' customer advocates to instantly access comprehensive customer information with simultaneous agent "screen-pops" at their desktops.

"We were looking for an integrated call center solution from a single vendor that could be deployed enterprise-wide," said Sherry Browne, CIO at Sprint PCS. "We consider Genesys to be a key component of our new customer contact strategy to maximize customer satisfaction and retention."

"One of our key strengths is our ability to provide an integrated solution to call centers facing the challenge of making multiple sites work seamlessly together as one," said Ori Sasson, chief executive officer, Genesys. "This was a key requirement for Sprint. We are pleased to be able to provide Sprint with the solutions they need and to be working with four different divisions of Sprint Corporation to enhance their customer interactions."

Sprint PCS operates the largest 100 percent digital, 100 percent PCS nationwide wireless network in the United States, already serving the majority of the nation's metropolitan areas including more than 4,000 cities and communities across the country. Sprint PCS has licensed PCS coverage of nearly 270 million people in all 50 states, Puerto Rico and the U.S. Virgin Islands. For more information, visit the Sprint PCS web site at http://www.sprintpcs.com. Sprint PCS is a wholly-owned tracking group of Sprint Corporation trading on the NYSE under the symbol "PCS."

Sprint is a global communications company at the forefront in integrating long distance, local and wireless communications services and one of the world's largest carriers of Internet traffic. Sprint built and operates the United States' only nationwide all-digital, fiber optic network and is a leader in advanced data communications services. Sprint has $17 billion in annual revenues and serves more than 17 million business and residential customers.

Genesys Telecommunications Laboratories, Inc. pioneered the field of Computer Telephony Integration (CTI) and today is a market-leader in Enterprise Interaction Management software. The Company's interaction management solutions help enterprises reduce costs, increase revenues, and transform the way they manage interactions in the call/contact center and across the enterprise. Genesys' open, scalable framework and interaction management applications enable the broadest range of contact solutions in the industry, including: integrated screen pop, load balancing, workforce management, outbound dialing, data-driven routing, blended inbound/outbound, and Internet contact center capabilities. Genesys' solutions architecture grows with the enterprise and supports customer preference in communications channels - voice, Internet, E-mail etc. Headquartered in San Francisco, Genesys serves over 500 customers around the world from its 32 direct sales offices and through a select group of industry partners. FMI: http://www.genesyslab.com or 1-888-GENESYS (in the U.S).